Implementation > Plan
What will an implmentation plan involve?
the BPO implementation plan needs to bring together the provider's process for setting up services with the client's needs for adapting the current organisation and processes to the new operating model. The core of the plan will have been agreed and included as part of the contract, with the detail developed together at the start of implementation.
Providers build up expertise in implementing services and they will have their own methodologies. The plan provided below is an example of what you should expect. Do remember to plan for your internal implementation activities.
The amount of resource required for implementation varies widely. I have shown some of the common client roles here:
Example Outline Plan
|Step||Description||Lead||Client actions||Provider Actions|
|PMO launch & prep||Mobilise and prepare team to manage implementation||client|
|planning workshop||The start point is the plan agreed in negotiations. The whole plan is discussed in detail to produce an integrated plan for implmentation including criteria for passing each milestone.||joint||Client takes the lead on change management activities and ensures that risks are properly assessed and managed.||Provider takes the lead on activities related to process definition and services set up|
|change management||Finalise change management planning. Set up change / communication roles and channels||Client||Take responsibility for all change management|
|Due Diligence||Objective is to develop in depth of in-scope activies and||Provider||Provide access to process documentation and expertise.||Provider will study the processes using process maps, operating procedures and as required work shadowing.|
|Solution detail & validation||The Service Delivery Model is finalised and operating procedures developed and approved.||Provider||Reviews and signs-off that procedures will satisfy requirements||Develops service guides, operating procedures and training material.|
|Client organisation & procedures||Finalise role definition and procedural changes to take account of the change to services||Take responsibility for revision of own organisation and changes to way of working.|
|Hiring||Hire and prepare service staff phased according to requirement||Provider||Hiring based on skill requirements. Stabilisation of staff.|
|Infrastructure set up||Put in place technology, systems and interfaces required for the services.||Provider||Provides access to client applications as required by the services. May also link telephone network to Service centre.||Develops service centre work environment for service organisation.|
|Knowledge transfer||Service staff are trained and certified on procedures and systes.||Provider||May provide trainers to cover client specific material||Carry out the training and testing of staff competence.|
|Governance set up||Set up the service management organisation and processes. Some critical processes to be in place prior to go live.||Joint||Must have issue management roles and points of escalation in place prior to go live.||Set up the provider service management to deal with all operational situations.|
|Client organisation training||As required, inform and educate on changes required for effective use of the services.||Lead in communication and training||Provide support to explain how services will operate.|
|Service Rehearsals||Undertake end to end process testing to check all hand-offs as well as systems and procedures.||Joint||Act in all client operational roles for the tests. Validate service readiness criteria are met||Exercise all procedures, systems and staff in as complete a way as possible.|
|Organisation realignment||Prepare the organisation and validate that all impacted by the change to services are ready for transition||Client|
|Go-live & ramp up||The activies are taken into the services per schedule. The client organisation transition is implemented||joint||Client provides process experts to coach on exceptions that occur in early stages||provider takes on service activities monitoring performance and resourcing.|
|stabilisation||Performance is monitored and managed with resource available to quickly deal with any unexpected situations, until transition sign-off criteria are met.||joint||Monitor performance and maintain support expertise.||As well as delivering the service, the provider will survey users to validate satisfaction.|