Business Process Outsourcing

the way we do it

Transition
A powerful leap to the future

Prepare
The transition team is the first and critical point of contact between the BPO program and your business. So its critical that the human aspects of the transition are in the best possible hands. Our team, transition methodology and tools are built on more than 30 years experience of transitioning some of the most sensitive, complex and largest outsourcing projects in the world. This ensures that your business processes are transferred to our Rightshore locations with minimal disruption. Teaming Our collaborative culture and approach ensures that we build a cohesive team with you from day one, enabling us to quickly and effectively gain an understanding of your business and your processes. Awareness of cultural considerations and your employee's talents and strengths help assure a successful transition. Every team is tailor made to suit each clients specific circumstances, including the processes in transition and the geographic spread of the program. Planning We will work with you to develop comprehensive but clear, Program and Operational level plans focused on a milestone driven approach. Using these plans combined with technology and templates from our transition toolkit we will deliver a smooth transition ensuring service continuity without disrupting your business. Communicating It is important to conduct a comprehensive communication program, targeting stakeholders, internal & external customers and impacted staff, in order to provide sufficient visibility and understanding and facilitate the transition activities. Our structured approach to communications helps people understand what is going to change and why its going to change. Our goal is to ensure everyone affected is informed and prepared for the new operating environment.

Our Approach
n

Match the best team Build the step by step detailed plan Communicate with all stakeholders all of the time

Communicate, Communicate, and Communicate Managing the Challenge

Transfer

Project Management - end-to-end coordination and management of the transition program. Recruitment & Training - Recruitment and training of a quality delivery team. Process & Control Documentation - the detailed capture and transfer of process & control information. Technology & Infrastructure - establishing the required infrastructure to enable provision of services from the new location.

The Right Approach Outcome Focused

Seamless service continuity. Quality staff with industry leading training. Comprehensive procedures, controls & operations calendar. Secure & responsive systems access.

The jointly agreed transition approach used by Zurich and Capgemini has been especially successful with over 320 roles transitioned. I was particularly pleased to have people who were part of the end delivery team actively involved in the transition. The methods used by Capgemini were robust, demonstrated by consistent achievement of agreed milestones.

Ian Crawford Programme Manager, Zurich Financial Services

The work from over 35 business units in 29 countries was transitioned to Capgemini BPO within 18 months. Mission impossible, but we made it together! Very good governance and Capgeminis flexibility and responsiveness ensured full control over the transition program. I believe that the Danfoss transition project was the best proof of the Capgemini collaborative business approach.

Kirsten Todsen Manager, Danfoss

Deliver

Capgemini will agree in advance the criteria to be met by a transition before responsibility is accepted by the delivery team.

Deliverables
SLA Service Level Agreements & Credit Regime in place for critical items. Process maps show the existing processes & methodology and adapt them to suit the specific client requirements. Desktop procedures comprehensive & detailed documentation of all process steps. Jointly agreed Business Continuity / Disaster Recovery plan. Operations calendar & management reporting catalogue.
Total compliance Compliance is a major and growing burden for many companies thats why you will always find compliance experts working within our delivery teams, liaising with industry leaders, advising and providing practical solutions to regulatory and compliance issues. We have implemented extensive compliance related solutions, including SOX and AML, for companies such as Dairy Farm, Unilever and TXU.

Theyll make the journey safe.

Jason Gregory (37) Transition Manager Graduate of Nottingham BSC Quantity Surveying Jason has over 12 years Financial Services experience, eight years of which has been spent developing and implementing outsourcing solutions. Jasons experience spans the transition of multi-country outsourcing engagements, solution development and outsourcing delivery management. Jason has recently completed the successful transition of a 400 FTE outsource across Europe and the US into our delivery centre in Krakow.

John Denutte (29) Transition Manager Graduate of Brussels Universitys Solvay Business School: MMSc, with a specialization in Control & Tax Based in Krakow, Johns involvement in many different projects as transition lead has given him the opportunity to obtain a deep knowledge of transition methodology. John has successfully transitioned organizations such as Tetrapak, Zurich Financial Services and Capgemini Finance into our delivery centres in Krakow, Guangzhou and Kolkata.

Shyam Muni (37) Transition Manager A post Graduate from Bangalore, India in Systems Management Shyam has more than 17 years of Finance and Accounting experience including more than 10 years in BPO in Transition, Operations & Process Re-engineering. Shyam has recently led the Global Transition of Tetrapak across PTP, OTC and RTR processes.

Dorota Goral (31) Transition Manager Graduate of University of Economics in Krakow (MSc in Accounting) Dorata has spent 6 years working in BPO and is very experienced at managing delivery and transition teams for international clients such as Johnson & Johnson, International Paper and Zurich Financial Services. She is fluent in Polish, German and English and is currently responsible for management of the multicountry migration for Zurich Financial Services.

Control Communicate Innovate Trust

from transition to delivery

www.capgemini.com

A global community of experts connected by technology, global process standards, common practise and common goals.

About Capgemini and the Collaborative Business Experience

Capgemini, one of the worlds foremost providers of Consulting, Technology and Outsourcing services, has a unique way of working with its clients, called the Collaborative Business Experience. Backed by over three decades of industry and service experience, the Collaborative Business Experience is designed to help our clients achieve better, faster, more sustainable results through seamless access to our network of world-leading technology partners and collaborationfocused methods and tools. Through commitment to mutual success and the achievement of tangible value, we help businesses implement growth strategies, leverage technology, and thrive through the power of collaboration. Capgemini employs over 83,000 people worldwide and reported 2007 global revenues of 8.7 billion euros. More information about our services, offices and research is available at
www.capgemini.com.

To find out more go to: www.capgemini.com/bpo Or call North America Claude Hartridge on +1 (678) 488 8295 claude.hartridge@capgemini.com Europe Carina Smith on +44 (870) 366 0882 carina.smith@capgemini.com Asia/Pacific Aurore Saglio on +852 (31) 12 33 48 aurore.saglio@capgemini.com
Copyright 2008 Capgemini. All rights reserved.