Analyst Corner

How do you introduce transformation in BPO?

John Willmott, CEO of Nelson Hall, talks about how PPM can be effective in monitoring real time progress made by the client


In an article published in Outsource magazine, John Wilmott, CEO of Nelson Hall talks about using a transformation framework and real-time dashboard to monitor the progress made and the impact of transformation on the processes.

John says that the Infosys Process progression Model (PPM) and framework can be utilized by clients to track the progress made in transformation. He discusses the different levels of maturity in the PPM model and the timelines needed for achieving them. He also talks about the various themes of PPM (including service delivery, people, knowledge management, technology, and risk and compliance.)

John cites the example of Philips, which has developed a matured and effective transformation contract with its service provider. Through this, he says, it has been successful in implementing joint objectives, accountability, and a single leadership team across Philips and its finance operations BPO service provider.

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Published with the permission of Outsource