Process Progression Model (PPM) - not merely just a framework mechanism
In the modern era of outsourcing, clients' expectations are growing day by day and are not restricted only to the clauses mentioned in the MSA / SOW. Today clients expect the service provider not only to take care of the outsourced process but also expect the value of savings delivered to them on a consistent basis and this has become an important factor to safeguard the interests of the ongoing engagement and also to win prospective deals.
Our experience as a service provider serving all sections of clients across the globe has been enormous. One of the important learnings in our continued journey was the client expectation of "transparency" in sharing the delivery performance and "demonstrating end-to-end transformation" which impacts their business performance. Today our client wants to know everything as to how & when we will deliver the outcomes against our committed agreements. Hence it has become inevitable for us to measure and report on our performance on a periodic basis.
Reporting on the committed delivery on a periodic basis with client not only provides the opportunity to safeguard the engagement interest but also importantly win the clients confidence in our capabilities in delivering to their needs and demands. So it becomes very important to have one "common model" which establishes the transparency in sharing the delivery performance with the client on a periodic basis along with the outcomes delivered.
Infosys BPO Process Progression Model (PPM) is initiated with the objective of improving the client business performance and delivering the business value outcome to the client on a consistent basis. PPM framework not only helps the client in providing a clear vision on the delivery performance but also provides an opportunity of involving Infosys BPO in their journey of improving the business metrics performance. PPM acts as a "one stop shop" which caters to all the needs of the client's expectation on the delivery. On the adoption of this model the client experiences the strong and everlasting commitment from Infosys BPO team in delivering the desired results, as this model brings all our various rich and experienced capabilities including benchmarking, domain capability, lean and six sigma, business platforms and point solutions, automation and robotics under one common platform called PPM.
Process Progression Model is not merely just a framework mechanism but also acts as the string to connect with our client business objective and go hand-in-hand in achieving the common goal.