Sparsh takes advantage of its IT and process consulting expertise to suggest improvements in outsourced processes that lead to lower costs and superior service levels.
Our substantial expertise in process migration and management methodologies including COPC and six sigma has enabled us to deliver quantum benefits to our customers.
We have groomed a pool of trained and experienced resources in the areas of LEAN, COPC and six-sigma to manage process improvement initiatives. Additionally, our strong delivery capability is reflected in our process design and implementation teams having hands-on experience in the area of assessing outsourcing potential of operations, designing detailed operations design, and planning and implementing migration programs.
Process consulting - Our service suite
Our capabilities span the entire spectrum of operations management, ranging from consulting on Business Process Management Systems to areas of more strategic impact including process re-engineering and business analytics. From a process management perspective, our consultants are well versed and experienced in industry-standard methodologies such as statistical process control and six-sigma. Our consultants have undertaken projects with an objective to deliver operational excellence in a service operations environment. A list of our capabilities in this area is given below.
I - Process Excellence
Our offerings in Process Excellence-
- Call Forecasting & Capacity Modelling
- IVR Optimisation
- Transaction Monitoring Framework
- Process Audits
- Minimum Skill Verification
- Cost of Poor Quality
- Incentives & payouts
II - Process Management
Our offerings in Process Management-
- Process Documentation
- FISH Methodology
- Fail Proofing Processes
- Statistical Process Control
III - Six Sigma Consulting
Our offerings in six sigma consulting-
- Process Synergising
- Benchmarking Exercise
- Process Improvement
- Training
Outsource consulting - Our service suite
Sparsh leverages its parent Intelenet's expertise to assess the outsourcing potential of the operations of companies across verticals, develop cost-benefit business cases and advise on the entire gamut of migration planning and design.
Our outsourcing capability spans the entire lifecycle of the outsourcing decision - from process analysis to development of financial models and detailed operations design, planning and implementation of the migration to an external partner.
Our expertise include -
Cost-benefit analysis: To develop customised business cases for banks that take into account the cost of initiating, implementing and closing of outsourcing projects
Outsourcing risk analysis: To identify and analyze key risks involved in the outsourcing process and recommend mitigating measures as part of the design and implementation
Process selection: To identify processes with operations that can be outsourced cost-effectively and with low risk
Partner selection: To recommend an appropriate outsourcing model with respect to the vendor strategy
Location selection: To recommend appropriate delivery locations based on the nature of the process, distributed or centralized operations, and customer distribution
Contracting & SLAs: To identify appropriate operational metrics and incorporate them in an appropriate contractual framework with vendors
Transition planning & implementation: To Understand and plan all the required activities in order to design, build and test the capability at the vendor's end, develop the operations capability and sustain quality and productivity
IT Consulting
Sparsh has garnered strong expertise in developing and deploying numerous technology enhancements across multiple engagements. We have utilized technology in a number of cases such as deployment of a workflow solution, creation of an automated solution, development of a GUI-based solution and digitisation to create a paperless environment.
