Service Delivery Enhancement
Operational Support – Rescue Rangers
Operational support services are recommended especially when following demands appear:
- To access talents of proffesionals with practical expertise and right skill set,
- To support operationally sudden volume peaks, backlog reduction,
- To stabilize inscope operational activities,
- To fulfill an unexpected ad hoc vacancy due to sickness, vacations or unavailability.
Operational Support Services: Framework
ONBOARDING
- Placement of Rescue Rangers team in client’s organizational structure
- Schedule and deploy takeover plan
- Obey client’s house rules and comply with code of conduct restrictions
ALIGN ON REQUIREMENTS
- Define operational support goals and expectations
- Map and facilitate technology enablements for service delivery
PROGRESS REPORTING
- Set up of reporting framework and effective communication model
- Deploy transparent status tracker on progress, volumes realization, KPIs results
- Report effort involvement
SLA COMPLIANCE
- Align Key Performance Indicators with related baseline
- Ensure Service Level compliance
HANDOVER PROCESS
- Document all operational steps, process nuances in Standard Operating Procedures
- Handover to client’s operational team after assignment completion
PROCESS IMPROVEMENT
- Report recommendations for process improvements
- Lead selected initiatives
Operational Support: Benefits
QUALIFIED RESOURCES
Experienced pool of knowledgeable experts commited to support operationally
TRANSPARENT MEASUREMENTS
Realistic goals set-up with clear picture on progress realization and SLA compliance
PROCESS EXCELLENCE
Strived for continuous improvement and high quality standards execution approach supported with methodologies like Lean, Six Sigma etc.
ON DEMAND AVAILABILITY
Top class resources available immediately and matching specific profile requirements and with foreign language capabilities
DOMAIN EXPERTISE
Comprehensive process insight of practicioners with best in class domain practices and knowledge
PROCESS CONTINUITY
Eliminated service delivery disturbance with aftercare assistance and complete process documentation
Work out
new solutions
Operational Support Services: Deliverables
SLA PERFORMANCE
Deployed transparent dashboard to monitor defined Key Performance Indicator Results
IMPROVEMENT OPPORTUNITIES
Subsequent improvement recommendations for process optimization with selected initiatives deployed
PROCESS DOCUMENTATION
Comprehensive process steps captured in Standard Operating Procedures template including all process nuances with ensured seamless handover
QUALITY MANAGEMENT
Implemented quality improvement techniques to achieve higher business benefits according reporting structures
CONTROL EXECUTION
Internal controls executed, documented and reported on time
