The Transition Magic

We all might have seen or experienced Business Process Outsourcing (BPO)/ IT Outsourcing (ITO) transactions implemented at the receive location with or without seasoned transition management expertise. You may have experienced something — let’s call it the "Transition magic" — with varied possibilities — good tricks, bad tricks or maybe no tricks et al. It’s really a factor of: "Did the ‘magician’ transition manager do a great job of creating something special or something different?" Transition managers or Program managers, who play the role of magicians during an outsourcing deal, need to put together a great show to create magic for their business. Here are some ordinary illusions and some remarkable magic tricks, for executing a good offshoring and outsourcing transaction. Illusion 1 Transition management is usually considered a generalist low-end skill. While few large organizations do invest, only some mid-size or small-size outsourcing providers invest in building this capability and use it as a selling tool to win their deals. Magic Transition management needs to be recognized as a specialized skill and it’s high time for business leaders to realize and recognize that a transaction can be rarely successful by industry standards, if the transition is not done well. Just like large organizations focus on building core-migration expertise, it is even more critical for small outsourcing providers to invest in migration capability Illusion 2 A great misconception in the industry is that only great solution and great service delivery are an integral part of any outsourcing deal. Transition management, on the contrary, is not as crucial to the well being of an overall transaction. Magic I often compare the sciences and marvels of transitions with the "Golden Gate Bridge" in my migration training sessions. Similar to the architectural marvel that connects San Francisco City to San Francisco peninsula, we need a bridge of a robust transition project management to reach a good sustainable service delivery. Illusion 3 Industry management consider timelines, costs and "Voice of Customer" as the sole measures/metrics of successful transition. Magic This, more often than often is an incorrect and misleading perception. The above-mentioned factors are surely important, but a successful migration is also directly affected by the quality of solution. Deep and adequate understanding of customer as processes at due diligence or solution stage is necessary. I have made best efforts to proliferate and support building this competency in various ways during my engagements with multiple Global BPO organizations. Let’s partner and contribute towards this area, if we see some value here. [eventpdf] About the Author Anurag Kulshrestha is the Managing Principal, McTranz Global. He is an offshoring industry expert with 17 years strong experience as VP with Citigroup, Genpact, Accenture & Xerox. For suggestions, write to anuragk@mctranz.com

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