Transition Management in BPO Tutorial

Transition Management is one of the most important roles in any organization that performs outsourcing or off-shoring. Transition management is the process of migrating knowledge, systems, and operating capabilities between an outsourcing environment to an in-house staff or vice versa.

Transition Methodology

Typically transition management methodology consists of five phases:

  • Discovery and Assessment
  • Project Preparation
  • Solution Design and Planning
  • Transition Execution
  • Testing & Pilot
  • Steady State Turnover/Implementation

Transition Management Methodology

Transition Manager Roles and Responsibilities

A Transition Manager is responsible for migrating the function or the process from the donor location or organization to the outsourcing organization. Besides managing the day to day affairs of a migration, transition Management is also about change management. A Transition Manager is the face of Outsourcing to many people. To be successful, the manager needs to facilitate the changes that outsourcing brings about. They need to ensure that the migrations are done in an effective manner. Also need to demonstrate the transformational power of outsourcing. The primary rationale to outsource or off-shore any function is to benefit from the resultant cost reduction.

The role of transition Manager begins as soon as any company begins to consider outsourcing. Initially, the transition manager is generally involved in creating the financial case for the project, and enabling the decision to outsource. The return on investment or payback period differ from case to case. It is generally accepted that outsourcing results in cost reduction of 20-50%. Returns on any outsourcing initiative can be maximized by ensuring that it is done as part of an overall strategy. There is adequate investment in the project and is implemented well.

Transition Manager Skills

Because of the nature of the role, a transition manager needs to have a specialized profile with variety of skills and competencies.

  • She needs to be a good communicator, as the role requires extensive interaction with the clients;
  • She needs to have strong Project Management skills, as most migrations are complex projects that require expert management skills;
  • She needs to be comfortable in working in a cross-cultural environment, as most often, the donor teams are based overseas;
  • She needs to have a very good understanding of the existing processes and technologies as these play a critical role in the offshorability of any function.

Download Power Point Template for Transition Management

Further reading: Wikipedia, Business Dictionary Definition

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