CASE STUDY

BPO IMPLEMENTATION FOR OPERATIONAL EXCELLENCE

At Delta Global, we specialize in delivering tailored solutions that help organizations streamline operations and achieve strategic objectives. This case study details our partnership with a leading provider of insurance solutions and financial services to establish a Business Process Outsourcing (BPO) Center of Excellence (COE). Faced with operational inefficiencies, high costs, and scalability challenges, the company leveraged our expertise to implement a transformative BPO strategy. Discover how our strategic and consultative approach enabled the company to enhance efficiency, focus on core activities, and achieve operational excellence.

Background:

The company, a leading provider of insurance solutions and financial services, faced significant challenges in managing non-differentiated operations, which included high costs, inefficiencies, and scalability issues. These challenges were compounded by labor capacity constraints and excessive employee attrition across various functions.

Business Need:

The company required a strategic overhaul to streamline operations, particularly by outsourcing non-core tasks to achieve cost efficiency, scalability, and operational simplicity. This needed to support major strategic actions like acquisitions, new market entries, and product launches more effectively.

Solution:

The BPO COE was established within the Chief Transformation Officer's (CTO’s) organization to systematize and enhance the management of BPO solutions across the company.

This initiative aimed to:

  • Integrate BPO solutions into the company's strategic transformation portfolio.

  • Accelerate the adoption of best practices across outsourcing relationships.

  • Create a dedicated team within the company that coordinated with all business units and functional teams to drive BPO engagements.

    Change Management Efforts:

  • Strategic and Consultative Approach: Unlike traditional directive methods focused merely on cost reduction, the company’s BPO COE adopted a consultative approach. This approach engaged with process owners and functional leaders to design future state visions that supported strategic business transformations.

  • Stakeholder Engagement and Support: The COE worked closely with all stakeholders through structured engagement pathways. This included continuous communication, comprehensive training, and well-defined roles during the transition phases to ensure alignment and buy-in.

  • Robust Governance and Continuous Improvement: Governance structures were put in place to oversee the implementation phases, with regular reviews and adjustments based on performance data and stakeholder feedback.

  • Wrap-Around Change Management Support: The COE provided extensive change management support, focusing on minimizing disruption and maintaining operational continuity. This included preparing leadership and teams for the change, managing the transition of tasks to the BPO partner, and ensuring that all human resources aspects were aligned with the new operational model.

    Outcomes:

  • Enhanced Strategic Focus: By offloading non-core activities, company leadership could focus more on strategic initiatives and differentiation in the market.

  • Improved Cost Efficiency and Scalability: The streamlined operations under the BPO model led to cost savings and enhanced the company’s ability to scale operations according to market demands.

  • Operational Excellence: Standardized processes across BPO engagements led to improved KPI performance and operational efficiencies.