The issues relating to service delivery

  • identification of measures and targets
  • service level agreements
  • pricing / costing
  • continuous improvements
  • process-owner involvement and role
  • attracting and retaining talent

    Issues relating to migrating the processes

  • redundancies at existing sites
  • hiring at new locations
  • transition methodologies
  • system design and testing
  • scheduling and implementation of ‘cut-over’
  • transparency to end-customer
  • communications between pitcher and catcher
  • on-time and on-budget implementation

    Internal issues such as:

  • managing diverse stake holders
  • employee concerns and anxieties

    The issues relating to ongoing relations

  • periodic reports
  • operations reviews
  • contract renewals
  • re-pricing