CallPoint has developed its own 6-step transition and transformation methodology – TARGET, which streamlines client processes with the purpose of ultimately achieving optimal efficiency. The TARGET methodology is governed and implemented by CallPoint’s Transition and Transformation team comprising of seasoned project managers. The 6 steps of TARGET are introduced below:
Transition
Through this initial step of project implementation, Client processes and knowledge are transferred to CallPoint, necessary IT architecture and infrastructure is put in place, and the project team is formed. As there are many tasks that need to be organized and monitored throughout the Transition process, we develop individually with each Client a customized detailed project implementation plan. Our Transition and Transformation team then shares responsibility with the Client on completing all tasks in the project plan within the set timeframes.
Align
During the Transition and early Production phases, Client and CallPoint processes are aligned in accordance with project goals. Special focus throughout the Align step is given to the reconciliation between Client operational and CallPoint internal processes.
Reengineer
Once the team at CallPoint has a full grasp of project subject matter and has obtained sufficient experience on the Client account, all processes are analyzed in detail with the purpose of identifying problem areas. Causes for problem areas are then researched and eliminated, and a new process is forged and tested. The Reengineer step closely follows Six Sigma’s DMAIC methodology.
Gear
Once all necessary processes are reengineered and tested successfully, they are introduced to the team. The newly-created processes improve efficiency and thus gear the overall productivity and profitability of the account.
Evaluate
Milestones are set at frequent intervals during the project, where results are measured and efficiency of the project is evaluated.
Transform
The sixth step combines the results of the previous five to achieve total Client process transformation, which leads to superior productivity and substantial cost reduction.
The TARGET methodology is implemented in a cyclical fashion until targets set between Client and CallPoint are achieved.
