Keeping it close to home: Transitioning local services to a regional captive center

Phil Gillingham Director of HR Operations @philgillingham

Keeping It Close To Home: Transitioning Local Services To A Regional Captive Center

One thing…

Focused on a Goal…Knowledg

e QualityExecution

Understand project and rolesValidate country scope data

Understand project and roles

Sender Receiver

Kick-OffKnowledge

TransferCollate and update documentation, and translate (if needed)

Study policies, processes, Q&A, etc., prepare questions

Pre-Work

Educate, Show, and Reinforce

Listen, Watch, Learn, QuestionDeep Dive

Address all gaps in knowledge and historical documentation

Surface all open questions; complete picture development

Follow-up

Review & sign-off on future-state process documentation

Prepare future-state process documentation; simplify

Document

Support receiver & assess results of service rehearsal

Test readiness to perform processes, execute mock or parallel processes

Test

Monitoring and feedback on performance of receiver,

Regular performance dashboard reviewsControl

Roles

Get Results

Structured methodology

Allot Time

Stay Disciplined

Q&A

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