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| Process & Delivery |
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| Using back office services with Pierian
allows clients to reduce the cost of operations, decrease risks,
shorten cycle times, lower investments, and create an organization
that is responsive to customer needs. Our processes, systems,
and technology make it easy for clients to achieve their objectives.
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Building A Collaborative
Outsourcing Relationship
Pierian’s collaborative outsourcing model, based on best
practices for tasks, deliverables and key performance benchmarks,
creates a high-performance and profitable outsourcing relationship
that keeps clients in the driver’s seat while Pierian
performs the essential administrative functions. The Pierian
step-by step model is a multi-disciplinary process that addresses
business requirements, planning, solutions customization and
development and networking expertise. |
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Stage
One: Understand |
Pierian’s
consultants learn the client’s business
requirements, priorities, and operating scenarios;
structure the implementation program and timelines;
and plan manpower staffing and training requirements.
In the Process Mapping phase, Pierian’s
project team meets the client to learn how
services are being performed; the skill sets
of the people performing the services, and
to critically evaluate if services are being
delivered optimally. Pierien shares its best
practice experiences and implement a preliminary
framework to translate the client’s
requirements into objectives, performance
benchmarks, and metrics. |
| Steps |
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Requirements
Analysis |
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Relationship Architecture Development
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Scenario Storyboarding |
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External Systems Analysis |
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Implementation Framework |
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Project Planning |
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Stage
Two: Construct |
| After
assessment, Pierian assigns a dedicated team
of process consultants, team leaders, and
training coordinators to create a smooth,
painless and on-time transition. The team
establishes a framework for the risk-free
development, implementation and transition
of back office processed activities. A technology plan
is put in place detailing the communication
framework, networking, bandwidth, technology,
equipment and other infrastructure issues.
Pierian sets mutually acceptable performance
benchmarks and milestones to be reached at
various stages of the implementation cycle. |
| Steps |
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Key Benchmarks
and Performance Metric Definition |
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Technology Implementation |
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Systems and Process Customization |
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Migration Planning |
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Contingency Planning |
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Preparation of In-house Team for Pilot
Runs and Transition |
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Stage
Three: Transition |
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During this phase Pierien executes its
technology plan, runs pilot cases, achieves
performance benchmarks, demonstrates the
viability of the outsourcing relationship
and completes a full-scale implementation.
At several checkpoints in the process, consultants
and quality managers evaluate and improve
productivity and reduce defect rates.
Pilot runs demonstrate the effectiveness
of the outsourcing relationship and create
a scalable, flexible model. Pierian’s
clients are assured access to advanced technology
and evolved processes, skills, and competence. |
| Steps |
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Execute
Technology Plan |
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Run Pilots |
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Achieve Benchmarks |
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Assure Quality |
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Discern volume requirements |
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Full-scale implementation |
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Stage
Four: Enhance |
The
Enhance phase keeps Pierian’s clients
“fit for the future”, assisting
them in retaining the competitive edge and
giving them the strategic resilience to
win in the competitive market place.
Quality is continually monitored and improved
through ongoing initiatives to guarantee
that clients are always up-to-date. The
comprehensive knowledge management system
(Pierian Client Information System) keeps
the agents in sync with the regulatory and
procedural changes in the industry and reduces
defect rates. |
| Steps |
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Continuous
Improvement |
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Change Management |
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Leverage new technologies and methods
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Knowledge Management |
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Continuously learn and upgrade. |
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