In the former publications under TP’s Green Start Transitions Framework series, we delved into the relevance of each organisation requiring a tailored approach to BPM transitions, especially in a world increasingly driven by digital transformation and the failing viability of simply ‘lifting and shifting’ processes. Instead, the evolving landscape calls for a methodical approach that maximizes efficiency, agility, and sustainability.
To overcome these challenges, we at TP developed the TP Green Start Framework, built on the foundations of the FACTS methodology, i.e., Familiarise, Assess, Customise, Translate, and Stabilise.
Our previous article conveyed the importance of Familiarise, Assess, and Customise – three of the five FACTS modules – to set the tone for the preparatory aspects of a successful BPM transition. These steps explored crucial details on accurately assessing changes, identifying the target operating model, and adapting the transition strategy to align with unique organizational needs, encompassing processes, people, and the technology.
In this edition, we are moving further to explore the final two phases: Translate and Stabilise.
Translate: Mitigating Risks and Master Planning
The Translate phase is where the groundwork transforms into an actionable strategy. This is done by drafting a comprehensive master plan outlining the transition from the current state to the desired future state. Building further on the insights gained during the Assess phase, this blueprint enlists timelines, resource allocation, technology implementation schedules, and detailed training programs.
Risk mitigation is a pivotal aspect of the Translate phase where our experts conduct thorough risk assessments to identify potential obstacles and challenges that might arise during the transition. We then craft robust mitigation mechanisms and contingency plans to tackle each identified risk, ensuring that operations remain on course.
The master plan also incorporates Key Performance Indicators (KPIs) and success metrics to continually measure the transition progress. By the end of this phase, all stakeholders can expect to have a clear, shared understanding of the roadmap and the expected outcomes, including their roles and responsibilities, therefore ensuring well-defined alignment across teams.
Importance of Intensive Support and Hyper Care
Once the transition is in motion, the execution phase – where the theoretical plans are mobilised – is often met with unforeseen challenges. This is why the importance of Intensive Support and Hyper Care cannot be overstated during this critical period.
TP's approach to intensive support involves deploying a dedicated transition team that works closely with the client's personnel. This team provides hands-on guidance, quick troubleshooting, and real-time problem-solving during the early stages of implementation. These experts act as a bridge between the planning team and the operational staff, ensuring that the transition plan is executed as envisioned while remaining flexible enough to accommodate any on-ground changes.
Hyper Care represents our heightened level of attention and assistance provided to maintain operational excellence during this vital phase. It involves a five-pronged approach, including:
● Increased monitoring of KPIs and operational metrics
● Daily check-ins and status reports
● Rapid response teams to address any issues as they arise
● Intensive training and retraining sessions as needed
The Hyper Care period typically lasts several weeks post-implementation, gradually tapering off as the new processes stabilize and teams adapt to the new operational framework. The duration of Hyper Care is adjusted based on the complexity of the transition and the client's specific requirements.
The Role of Detailed Escalation Processes
A well-structured escalation process is another essential component of successful transitions. At TP, we recognise that even with meticulous planning and care, sometimes issues can emerge, requiring rapid resolution to prevent them from disrupting the overall transition process or client operations.
Our escalation processes are designed to:
● Clearly define the types of issues requiring escalation
● Establish a tiered response system based on the severity and urgency of the issue
● Identify key personnel at each level of escalation, both within TP and the client organisation
● Set specific timelines for response and resolution at each escalation level
● Provide clear communication channels and protocols for escalation
These processes ensure that any bottleneck encountered during the transition is addressed swiftly and effectively, preventing delays and maintaining overall project momentum. They also instil a sense of security and confidence amongst the stakeholders, with the knowledge of a clear path for resolving any challenges that may arise.
Transition to Transformation and Stabilisation
As the transition progresses and intensive support teams and escalation metrics are established, we shift focus towards the next avenue: transformation and stabilisation. During this phase, we continuously analyse performance data and feedback to identify areas for improvement and innovation. We collaborate closely with the client to refine processes, optimise technology utilisation, and empower involved stakeholders and workforce through further training and development initiatives.
The goal of ongoing transformation is to ensure that the transitioned operations not only meet but exceed the original objectives. Stabilisation, on the other hand, is aimed at strengthening the newly implemented processes for consistent delivery on results, while also reducing the need for intensive support over time, eventually moving from managing day-to-day transition activities to enhancing performance and ensuring long-term success.
Looking Ahead
In our upcoming editorial, we shall be venturing into TP’s ESO (Efficiency, Satisfaction, and Opportunities) Programs – designed to complement and enhance our transition strategies. These programs focus on continuously optimising processes for peak performance, ensuring high levels of client and customer satisfaction, and identifying new avenues for growth.
Stay tuned as we continue to explore how TP’s Green Start Framework transforms transitions into successful, sustainable business operations.