Dedicated Captive – an Extension of your Business

STEP 1

Tell us about the support functions along with Headcount details (if you need, we help to identify the functions as well)

First of all, we would like to better understand about your business, your strategic objectives and your business process related goals. Then we will seek specific information to make a quick 'discovery' report covering consolidating functions, headcount, location, costs and technology, to be able to confirm how and whether our unique Dedicated Captive (D-Cap^TM) solution is suitable for what you want to achieve. Unlike Infra providers or Coworking space providers with staff, our solution is comprehensive to cover full accountability for operations, people and services, transformation and delivery of saves. If you are unsure of where to start, we help you to identify the functions for consolidation and draw up the best suited plan for execution. Of course, if it doesn't work for your business, we will recommend an alternative workable solution.

If our Dedicated Captive solution is right and suitable for you, we'll help you to create a 'transition roadmap' for transitioning processes, headcount, technology tools and timelines to set up the Dedicated Unit for Go Live and operations. We will identify number of positions moving in for consolidation, service requirements, costs, transformation opportunities and potential saves over 5 years. The business plan will include investments, overall costs of operations including fees and margins payable to us. That way, you know exactly what to expect in terms of operations and what it takes to achieve the business plan while we operate and manage the dedicated unit.

If you have an existing Captive operations set up, given our expertise in Captive operations, we will seek current state information in terms of processes, services, people, costs and charge-out model to help assess the potential for people restructuring, automation and saves over a period of 5+ years.

The above approach will be suitably customized for onshore/offshore operations set up, geographical distribution of processes, multiplicity of systems, skill requirements, phasing of consolidation, change readiness etc., to create a contextual solution meant for you.

Finally, we will come back to you with a transparent, itemized cost sheet based proposal, that covers full accountability for operations irrespective of your scale, providing services, approach to transform processes and delivering cost saves to you over 5+ years. This will allow you to make decisions based on your strategic objectives, the potential savings, and transitioning timeline for D-Cap^TM unit.

Our cost sheet will include itemized costs for people and talent, infra, tech tools, etc., separate from our service fee. This is important, because it ensures that you know exactly what you’re paying for, like your own captive operations. Unlike us, most outsourcing providers offer ‘all-inclusive’ pricing, which bundles all costs and the provider’s fee. The challenge with this approach is that you don’t know what they are actually paying to people and other expenses, and in order to increase their margin, there is an inclination to cut people costs or retain price levels even when saves are made. This means quality talent or tools may not be deployed as you need, to provide transformation centric services or you do not get the full benefits.

Begin step 1 now...

STEP 2

We set up a fully fitted dedicated unit, much like your captive, transition processes, deploy team and technology tools, to run transformation centric operations and provide services as an extension of your business

Next, we translate the transition roadmap into a detailed transition plan covering people and organization, process, space and infra, technology tool, knowledge transfer and services with a joint and robust program management and governance with your sponsorship and involvement of your leaders/ SMEs to design and deliver effective services.

Designing for transformation right from the start is our mantra, that too, we go beyond the best in class to what is ‘best-in-context’ for you i.e. ensuring best in class is customised for your context. Hence, we invest quality leadership time on 5 Pillars to ensure:

1. org design with flat structure and right talent i.e. right level, right mix, right skill and right span,
2. process design and documentation that enables quality processing,
3. design and implementation of DMS & Workflow, and alignment with ERP systems,
4. design for services, capture process metrics and service level requirements and
5. design for space and infrastructure including 'work from home'.

For onshore units, based on the headcount finalized for operations, we will be happy to finalize members from existing team to become part of the Captive Operations and hire a few people from outside, to keep a healthy mix of domain and process experience. If it is an offshore unit to India, we will hire the best talent for operations, suiting your business, company culture and team dynamics. Knowledge transfer will be completed jointly by us and your SMEs for the team moving to the dedicated unit covering business, process, functional, systems and metrics orientation.

Simultaneously, as part of our unique solution, we form a separate legal entity to set up your Dedicate Captive (D-Cap^TM) operations as an exclusive unit and select a fully fitted space with IT Infra as per requirements for smooth operations. A transition checklist with dry run and wet run is signed off for Go Live. Given our vast experience in India as well as offshore captive operations, we take due care to identify and address change management requirements with a focus on transition, people engagement and customer experience.

As we go live, we work closely with your leadership to stabilize the D-Cap^TM operations and finetune service levels baselining. We ensure that we run 'transformation centric operations (TCOps)' by aligning the goals with your Core Business and bringing the ‘captive mindset’ to provide customer focused services, as an extension of your business and not like outsourcing providers. This approach drives actions for transformation to deliver on charge-out and save commitments as per business plan.

In summary, the dedicated unit should be ready for Operations Go Live with ‘to be’ process design and documentation, trained people and technology alignment in as minimum a time of 4 – 6 months after design process is kicked off. Then, we take care to institute a robust process for performance, service and customer governance framework to ensure we truly serve you like your own captive and even more, as an extension of your own business. We ensure we deliver the Four E’s as key outcomes from TCOps i.e. Operational Efficiencies, People Empowerment, Service Effectiveness and Enhanced Customer Experience!

STEP 3

We leverage Dedicated Captive operations to transform your processes end to end, by bringing in process and technology capabilities on ‘as a service’ model, and deliver on committed saves year over year and EBITDA impact.

Transformation is at the core of your strategy and is embedded in our Dedicated Captive solution. Based on our vast experience of over 25 years in this field, we can firmly say that managing and leveraging D-Cap^TM Operations is a pre-requisite to drive transformation within the unit as well as help grow your business. The focus starts right from visualizing or creating a 5 year vision for the D-Cap^TM operations, aligning its goals to your business goals and sustaining the focus on TCOps at the DTU.

The solid foundation of TCOps at the D-Cap^TM Unit helps us to fast track process improvements year over year - for processes within the D-Cap^TM Unit as well as for connecting the D-Cap^TM operations to the business front end, by leveraging our Super Captive capabilities at an optimal cost through ‘as a service’ solution i.e. TCaaS – Transformation Capabilities as a Service.

TCaaS is a comprehensive transformation expertise to provide customised solutions to the D-Cap^TM Unit and to your business directly, enhancing customer experience and ensuring end to end impact from your business perspective, under 4 buckets of capabilities:

1. Create Transformation Roadmap to identify transformation projects (benchmarking, voice of customer, business perspectives etc.,)
2. ensure implementation of end to end transformation projects through Lean, six sigma, quality assurance, etc.,
3. beyond DMS/ Work Flow, bring in Tools and Automation like RPA/ AI/ ML/ digital platforms etc., from our partner ecosystem, and
4. ensure governance & control through robust program management, Dashboard, control checklists, risk control matrix etc.,

The above transformational initiatives demand investments both for expertise and automation. We ensure intense and structured training and development is provided to our people at the D-Cap^TM Unit on skills and attitudes covering on-the-job, projects, self-learning/ coaching, and class room training on leadership and technical competencies. From an investment point of view, through our TCaaS solution, we help you conserve your cash for your core business, and enable you to avail an opex based pricing model as per use, that too at a lower cost, since we leverage these super captive capabilities for multiple D-Cap^TM Units.

Some of the transformation initiatives drive end to end measurable, sustainable changes to business, leading to direct financial outcomes in terms of top line revenue enhancements and bottom line cost reductions coupled with lower cash deployment in working capital. For such initiatives, we agree a simple transparent gain share model with you, so that we are recognized for our contribution to your EBITDA impact, while the benefits accrue and sustain to you year over year.

Overall, we bring our industry expertise and rich experience to fast track transformation within the D-Cap^TM Unit and end to end linkages, enabling you to receive full benefits year over year.