Business Process Optimization

Processes are at the heart of business, as such for any business transformation or improvement to have an enduring effect; they have to be targeted at the process level. BPO is the backbone of any successful implementation as it gives the organization an opportunity to couple and entrench process improvements with the larger business transformation agenda.

Diabsolut’s Business Process Optimization (BPO) services assist our clients in effectively mapping, evaluating, improving and prioritizing their business processes. Our team’s extensive experience in field workforce optimization enables us to take not only a micro view of processes handling individual customer transactions but also a macro view of how your business processes handle the entire delivery chain.

Our process experts work closely with client management and operations to help identify inefficiencies in existing processes, opportunities for further optimization and potential benefits that can be realized by implementing technology solutions.

We provide expertise and assist you to identify streamlining and simplification opportunities and guide combined efforts to:

• Map ‘As Is’ process - Interview frontline staff, supervisors and managers throughout your organization to understand existing business processes. Map/flowchart your processes in order to define exactly who takes what actions, what those actions are, to what standard the process should be completed and how we determine whether the process is successful.

• Identify, measure & define issues with the current process - Study the ‘As Is’ process map and challenge each step to identify if there is a better approach to existing techniques. Document existing SLAs and baseline performance against these SLAs. Identify process gaps and leakages and measure the cost of slippages and non-conformance.

• Optimize existing processes to:
  • Eliminate non-value adding steps;
  • Automate complex process steps that are repetitive and rule based;
  • Simplify remaining complex processes & procedures;
  • Standardize to ensure use of minimum platforms & variation in standards.

• Reorganize and define ‘To Be’ process- Draw ‘To Be’ process, review it with all stakeholders to foster a buy in. Document new business analytics & reporting tools that can add value to client’s scheduling process. Draft revised Service Level Agreements (SLAs) if required and project expected performance post implementation of workforce optimization solutions.

• Measure potential benefits and present a Cost Benefit Analysis to Client Management.