Discovery Project for_advanced v4 [Compatibility Mode].ppt

Discovery Project

1. ExtendingYour Enterprise
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Second level
Third level
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Sourcing & Business Transformation
Discovery Project for EBS
May 2008

2. 1
SOLUTION THEMES ACTIONABLE ITEMS
ORGANIZATIONAL
REALIGNMENT
Evaluate FTE requirements in ‘To Be’ Organization post ‘right skilling’
Create and formalize roles in the new organization structure
Develop an implementation plan for knowledge transfer and deployment
Decouple and transition low and moderate complexity tasks from Underwriter to
Underwriting support by Q2 –2010
Train USD Staff to quote PSL2 by Q3 –2010
AUTOMATION AND
REPLICATION
Implement validated automation lite opportunities by Q2 –2010
IMPROVEMENT
FRAMEWORKS
Develop a consistent metrics based scorecard for Tier 1 European Countries by
Q2 –2010
Create mechanism/ Infrastructure for ongoing improvement initiative
PLATFORM
Completely utilize functionalities of existing application e.g. Apollo workflow
capability for workflow routing and allocation by Q2 –2010
Identify and deploy localized solutions that can be replicated with ease across
other LOBs/ Countries by Q4 –2010
2
4
1
3
In order to transform the German Operations, the following actionable items have been
identified

3. 2
SOLUTION THEMES ACTIONABLE ITEMS
ORGANIZATIONAL
REALIGNMENT
Evaluate FTE requirements in ‘To Be’ Organization post ‘right skilling’
Create and formalize roles in the new organization structure
Develop an implementation plan for knowledge transfer and deployment
Decouple and transition low and moderate complexity tasks from Underwriter to
Underwriting support by Q2 –2010
Train USD Staff to quote PSL2 by Q3 –2010
AUTOMATION AND
REPLICATION
Implement validated automation lite opportunities by Q2 –2010
IMPROVEMENT
FRAMEWORKS
Develop a consistent metrics based scorecard for Tier 1 European Countries by
Q2 –2010
Create mechanism/ Infrastructure for ongoing improvement initiative
PLATFORM
Completely utilize functionalities of existing application e.g. Apollo workflow
capability for workflow routing and allocation by Q2 –2010
Identify and deploy localized solutions that can be replicated with ease across
other LOBs/ Countries by Q4 –2010
2
4
1
3
In order to transform the German Operations, the following actionable items have been
identified

4. 3
The Hartford Communication Plan
Stakeholders Frequency Activities
Monitor project activities (Schedule Vs Actual), Address
burning issues, Sign off, Change Control
Service Reviews, Identify and review improvement
projects, relationship progress & way forwardMonthly
Weekly
Monthly
WNS –The Hartford
Steering
Committee
WNS –The Hartford
Program
Management
WNS –Delivery
Leader; The Hartford –
Operations Lead
Service level performance, backlogs, compliance
review, trend analysis
WNS –Process Lead
The Hartford –Functional
Manager
Weekly
OngoingTransition
Daily reports, system downtime, process issues, updates,
performance reports, project dashboards
Daily
WNS -Team Leader
The Hartford -Team Lead /
Supervisor
Strategic direction and goal alignment and Risk and
Issue Monitoring and review project status

5. 4
Person to be intimated Copy to Level
Level 0
First instance of an issue to
be escalated...
Team Leader
Service Delivery
Manager
Level 1
If above issue is not responded
to within 1 business day from
1
st
instance...
Service Delivery
Manager
Program
ManagerProject
Manager
Level 2
If the above issue is not
responded to within 2 business
days from the first instance, or
any ‘serious’ problem related to
SLA, operations, etc...
Program
Manager
Operations
Head
Level 3
If the above issue is not
responded to within 4 business
days from the first instance...
Operations
Head
Delivery Head
Relationship
Manager
Level 4
If the above issue is not
responded to within 6 business
days from the first instance...
Delivery Head
Relationship
Manager
OPERATIONS:Issues related to operations, productivity, quality, SLAs or any other (except IT, Network, etc.)
Note:We have similar escalation plans for IT
Program Escalation Matrix
Executive
Sponsor
Illustrative