Many clients feel they are the best judge of what can and more importantly what cannot be outsourced. This is indeed true. That being said, once you have been exposed to outsourcing, there are few limitations relative to what business processes can ultimately be outsourced. Once an opportunity is defined Portway works with it's clients:

• Assigns project manager
• Collects base line data – how effective is your current process
• Generates Opportunity identification report

Define: Once Portway and it's client have agreed to what process is going to be targeted, we immediately assume a project management role. As with any project, effective planning is critical. Some of the key steps:

• Issue a process migration questionnaire
• Assign a joint project team
• Develop a detailed project plan
• Develop and implement a communication plan
• Develop a high level process map
• Conduct a detailed risk assessment and mitigation strategy
• Initiate a training plan

If Portway is to successfully achieve our client's outsourcing objectives, we must first assess and measure the effectiveness of your current process:

• Detailed mapping
• Process map
• Activity analysis
• Volume analysis

After gaining a high degree of knowledge relative to your current processes we are then able to produce the required process documentation:

• Detailed desktop procedures
• Baseline performance metrics
• Critical to Quality elements (C2Q):


• Definition of mission critical data elements
• Specifications of mission critical data elements
• Prioritization relative to error and effect analysis


• Updated risk and mitigation plan
• Updated domestic training plan
• Develop Indian training plan

In most cases, when any process is newly documented, there are opportunities to refine the process in question in order to drive productivity gains or enhance quality. At Portway we are committed to ensuring that we capitalize on such opportunities. There are a number of key tasks that make up this component of our planning:

• Identify steps that require modification
• Develop modified process
• Implement a process management system
• Implement business continuity plan
• Implement ongoing cause and effect analysis
• Update desktop procedures
• Develop pilot implementation plan

Portway understands that the work we perform for our clients is critical to their ability to service their customers - as such we take the migration of your processes very seriously.

A pilot or proof of concept period is critical to our ability to ensure a seamless transition. A pilot allows us to assess the effectiveness of our training programs, our process documentation and our overall migration efforts. The key steps relative to the pilot phase:

• Conduct pilot operation
• Evaluate pilot
• Review:


• Modified process
• Critical to quality benchmarks


• Development of service level agreement
• Update desk top procedures
• Evaluate stabilized process
• Implement voice of customer programs

Portway only moves our clients from pilot to production once all of the stakeholders are satisfied with the potential productivity gains and the quality of the work being performed.