Insurance Services: CSC in India Brings Significant Cost Savings to Clients through End-to-End Support

According to most of the IT Industry analysts, Production Scheduling service is the most challenging work when it comes to offshoring of IT remote services. CSC in India is a pioneer in establishing an offshore delivery centre that provides end-to-end Production Scheduling services to its customers. CSC in India is well ahead of all its competitors in providing Production Scheduling services from India through its matured Production Scheduling service support organisation and processes backed by high caliber knowledge industry professionals.

Challenge

• An earlier attempt to consolidate the Production Control work by the CSC onshore team failed


• First Production Control work to be moved to India agreeing with the fact that Production Scheduling is the most difficult operation to offshore

Solution

Among the biggest challenges, the CSC in India team faced was the sharp learning curve that this transition demanded. With no documented knowledge on the Production Control work, the CSC in India team had to ensure continued delivery excellence to the customers in the face of ever changing business environment.

To start with, a knowledge transfer (KT) session was conducted in September 2006. Apart from this, the project progress was continuously monitored and tracked through periodic meetings. Each of the team members worked towards knowledge creation to overcome the inadequate knowledge on the Production Scheduling work. Gaining enough expertise on the work, the team successfully monitored and fixed abnormal job failures for different customers. To this, Darryl Thompson – director, Event Management Centre adds, “This is excellent work by all, my thanks go to both the India team and the US team who provided the KT. I know it was a long hard road for all but it appears a quality product has been delivered in the end. An excellent base on which to build.”

The project was being worked upon by focusing on quality, knowledge management, project management and control transition. With these steps, the team could successfully:

• Improve job flow performance


• Monitor production batch schedule for multiple clients


• Ensure on schedule job processing


• Process one-time and re-run job schedule change requests


• Create and maintain Production Control documentation


• Assist programmers, scheduling and system support personnel to correct any system or job processing problems


• Communicate current production status to co-workers at shift turnovers


• Complete non-prime shift production control services including weekends

Result

With expertise in diverse platforms ranging from high-end midrange services like AS400, Unix, Wintel to legacy platforms such as Unisys, CSC in India has successfully completed transition of Production work across different customers. Thanks to rigorous planning and execution, the CSC in India team successfully completed this large effort of transitioning production support in just 10 months.

The results speak for themselves:

• Seamless transitioning of first Production Control support work from the US to India


• Lower cost to clients

CSC is in a position to bring the benefit of lower cost to table for all its customers. Post this transition, more than 10 other customers’ PCA work is being transitioned from the US to India.