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Outsourcing Service Delivery Process

process

Service delivery is a never-ending cycle. At OSDC, we adhere to our 4-Phase service delivery process to ensure that the solutions and processes implemented adhere to clients’ specifications, and that constant improvements are carried out in response to the client’s constantly changing needs and business landscape. Our 4-Phase Outsourcing Service Delivery ProcessTM includes:

PHASE 1 – ENGAGEMENT

The initial process of our partnership with our clients where we conduct the following:

  • Needs Assessment – identification of needs, processes and personnel/talents required.
  • Solutions Proposition/Selection – will involve screening of highly qualified candidates (our interview rate is 10% and hiring rate is 2-3%, which means out of the 100 applicants for each position we open, we only call 10 applicants for interview process and of that, only 2 or 3 will be hired).

PHASE 2 – TRANSITION

This is where the rubber meets the road. Outsourcing might be easy, only if the transition is properly planned.

  • Process Design – we work closely with the client in designing/implementing an operations process, especially for those who would be outsourcing for the first time to the Philippines.
Training and Simulation – selected processes will be tested until perfected, looking at different scenarios to make sure that contingency plans are in place to address any disruption.

PHASE 3 – IMPLEMENTATION

For many, this is called the ‘Live Operations’ of the engagement, basically, where outsourced people and process are already at work.

PHASE 4 – IMPROVEMENT

Done in tandem with the implementation of the outsourcing contract, this part of outsourcing process ensures adherence to Service Level Agreements and the continuous improvement of the services, and involves the following basic activities:

  • Management
  • Monitoring
  • Continuing Education/Training
  • Expansion

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