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| In this phase of the project, our team conducts due diligence on the project scope and deliverables; takes an inventory of the equipments and validates the technical architecture. Based on the result of the due diligence, the scope of work and the associated deliverables are modified. Here is the process followed: |
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- Identify the requirement
- Define the deliverables
- Prepare the detail work definition
- Prepare the schedule of delivery
- Define the milestones
- Identify the tools
- Plan for quality assurance
- Setup an MIS system
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| This is the "As-Is" study phase of the project where our team studies in detail all the information related to the technology setup and the related operations and processes. All the details are then documented. Also, the SLA metrics are revisited and agreed upon. Here is the process involved in the design phase: |
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- Define the service methodology
- Specify process, procedures, formats
- Define the activity plan and schedule
- Allot roles and define responsibilities of each member
- Identify resources (locational and central manpower, equipment, tools)
- Set up a reporting system and the escalation system
- Identify performance measurement parameters and specify review process
- Define the change control mechanism
- Define quality assurance and measurement parameters
- Chart a risk identification and risk response plan
- Work out an approved budget
- Develop a customer feedback system
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| In this phase, our team provides shadow support to the end-customers along with the current operations team. The team covers all implementation activity types during this phase: |
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- Execute the approved Design
- Handle communication of the plan, roles and responsibilities and start date of implementation
- Implementation of the project plan
- Manage team orientation
- Handle information distribution
- Ensure contract administration
- Handle quality execution (Quality assurance work and quality measurement)
- Hand over to operation management team
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| This is the phase in which our team delivers on-going support as defined in the SLA. Here the following functions are performed: |
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- Operate as per design
- Collect data
- Review the performance and identify the preventive/ corrective actions
- Conduct customer feedback surveys
- Identify the improvement areas
- Identify changes required to base line
- Review capacity and upgrade requirements
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| Our team identifies areas of improvement in the service delivery to delight the customer. The following tasks are performed in this stage: |
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- Review the actual performance against the baseline defined
- Work on corrective and preventive actions
- Review the changes required in baseline of work definition, processes and tools
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