ITeS Consulting Services

Back Office Transformation Services

Back office services generally viewed as support activities and not much value assigned to them. However, a change in perspective can make them contribute significantly.

Back Office, if properly organized and managed, helps in smooth running of an organization in good and bad times. If not a profit center, it is surely a profit killer if mishandled.

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Value Proposition

Back Office Maturity Framework

Proper focus and right approach can help organizations move up their back offices from mere support centers to a strategic driver in their growth plans.

Satyam enables organizations in to maximize value from their back office operations.

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eSCM Model

eSCM (eSourcing Capability Model) is the best practice model for the sourcing industry authored by the Carnegie Mellon University in collaboration with various industry participant. It addresses the entire lifecycle of a sourcing relationship and provides guidance to sourcing service providers to improve their organizational capability to deliver high performance.

Satyam by the virtue of having co –authored the model, having enabled world’s first, and first level 4 and level 5 certifications, having a large pool of consultants, trainers and evaluators, is in a unique position to partner organizations in the process improvement journey using the eSCM framework.

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Our Offerings

FACTS Approach for Back Office Transformation

• Back office strategy formulation and service architecture design
• Establishment of sound service delivery processes
• Quick transition to steady state
• Institutionalization of a continuous improvement program

Benefits

• Feasibility study to evaluate best way of delivering services from back offices
• Efficient transition management to ensure service continuity and minimum user impact
• Metrics program to track performance and identify improvement area.

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Case Illustration- Shared Services Setup

A large IT organization witnessing growing business, expanding size, service portfolio and geographical spread was being plagued with pressing issues of a) Inconsistent and inefficient internal processes b) Higher turnaround times for internal requests c) Duplication of effort and resources

Solution

Satyam partnered with the organization to understand business drivers and formulate a long term solution. Engagement involved:

• Back office Strategy design and preparation of business case
• Process diagnostic to identify candidates for outsourcing, centralization and improvement
• Design of delivery framework including the design for retained organization
• Enabled smooth and effective transition to the new design
• Institutionalized a metrics based continuous improvement framework

Outcome

• Processes delivered consistently within SLAs – 85%
• Cycle Time improvement in transactions – 75%  
• Reduction in Cost of Transactions – 65%
• Transaction Run Rate on shared platform– 5million per Annum
• Documents on KM Portals – 12,000

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Case Illustration- eSCM Implementation

A large data center of a system integrator in Korea was facing the challenges of growing business, increasing user needs and inconsistent delivery.

Solution

Satyam used its proven methodology to help the organization embark on its process improvement journey based on eSCM best practices.

• Interpretation workshop to understand the model in organizations business context
• Detailed gap assessment and roadmap planning
• Process architecture design; Process review and deployment support
• Readiness appraisal

Outcome

• Reduction in number of total network interruptions:- 24%
• Reduction in “up to 1 sec” backbone network interruption:- 49%
• Reduction in average interruption per backbone facility:- 25%
• Increase in user satisfaction:- 7%

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