Keeping it close to home: Transitioning local services to a regional captive center
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Transcript of Keeping it close to home: Transitioning local services to a regional captive center
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Phil Gillingham Director of HR Operations @philgillingham
Keeping It Close To Home: Transitioning Local Services To A Regional Captive Center
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One thing…
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Focused on a Goal…Knowledg
e QualityExecution
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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
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Get Results
Structured methodology
Allot Time
Stay Disciplined
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Q&A
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© 2014 Microsoft Corporation. All rights reserved.
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