Sure, someone else can do it, but no one will do it better than us.

Our customers are number #1. Integrity, passion, and commitment are at the heart of everything we do. We are experts at what we do and never miss an opportunity to learn and get better at what we do expertly. We believe no matter how small a part our customers or employees play, they are the piece of the puzzle that completes us, and if missing, we will search high and low to find you.

1. Establish Contact

1. Potential Customer fills out an inquire form
2. The sales team calls or emails Customer

2. Requirement Analysis

1. High level understanding of requirements
2. Ballpark estimate (where possible)
3. Approval to go ahead
4. Detailed understanding of your requirements
5. Execute a pilot project (if required)

3. Pricing and Contracting

1.  Confirm pricing
2. Proposal where required
3. Contracting & SLA sign-off

4. Project Initiation

1. Resource deployment & Training
2. Project kick-off meeting

5. Project Steady State

1.  Project execution & management
2. On-going reporting & feedback

Process Changeover

1. Evaluation of Project feasibility

During this stage we do an analysis of the feasibility of outsourcing as well as FV Services business competency to handle the process. Regulatory and compliance issues are looked at and risk analysis conducted.

2. Process Mapping

A process mapping exercise is conducted to analyze the current process as it exists at the customer site. We gauge the relative importance of the process in the overall workflow. Our team evaluates:

⇒ Strategic importance of the process

⇒ Level of complexity of the process

⇒ Domain knowledge required for executing it

⇒ Impact of outsourcing on existing employees at the donor organization

⇒ Technology or system changes that may impact the process

               These steps help to further assess risks related to outsourcing the function and the do-ability of the project.

 3. Design the Outsourcing Solution

Once the above evaluations have been completed and the outcomes are favorable to going ahead with the project, FV Services designs an outsourcing solution in collaboration with the customer. The process work flow, volume analysis, costs and recurrent trends are taken into consideration while designing a solution. Our team makes sure that we leverage the best practices from previous changeover s and arrive at an optimized solution from both business and IT perspectives, which is discussed in detail with the customer for final implementation.

4. Planning the Process Changeover

After the contract has been signed and the solution designed, we get into the essentials of planning how the process changeover should take place. Giving enough thought on process changeover helps us to keep to project schedules and minimal downtime during the changeover period.

       Determining the operating model:

This involves finalizing all aspects such as the composition of a new team, reporting hierarchy, shift timing details, performance evaluation measures, timelines, escalation procedures in case of disputes or issues and communication and interaction protocols.

Designing the process workflow:

This involves detailing each step of the process as it is to occur at FV SERVICES development center. This ensures that the process changeover to our environment takes place with maximum attention to outcomes, turnaround times and optimization of people and resources.

5. Implementation of Enterprise Changeover Plan

The project is now rolled out for implementation. First-time projects require a lot of communication between FV Services and the customer location. The changeover manager’s role is very crucial at this stage and goes a long way to enhance mutual understanding and partnering between the customer and FV Services team.

The project manager co-ordinates between facilities, IT, infrastructure, technology, HR, legal, client teams and the offshore team to ensure that each is performing the tasks assigned to them.

6. Performance and Quality Monitoring

At FV Services, we use the latest project measurement tools to track key project related metrics. Microsoft Project or Excel are used for tracking smaller sized projects and for more complex and high volume projects, our teams use Six Sigma, PMI and Remote Payment and Presentment Service (RPPS). Regular status-update meetings attended by both our managers and the customer help to fine-tune and drive the project forward.

7. Follow-up

Inputs from the customer

8. Process Improvements

 Our Quality teams are fed back into the process to provide closed loop feedback to allow for fine-tuning of  functions and to add value to the solution that we offer our customers.

 

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