Partners

To enable our clients to benefit from a scaleable, cross regional, flexible, professional and cost effective service KnowBOX works with a range of valued authorised service partners on a program by program basis.  

Each partner is hand selected with a focus on:

  • tools and applications
  • regional
  • technical ability
  • process experience
  • performance and quality
  • knowledge transfer 
  • coaching
  • program management

Each partner maintains the KnowBOX philosophy:

  • achievement of the high standards that our clients demand
  • focus on successful acheivement of program deliverables and objectives
  • unbiased, honest, professional, expressive, pro-active and genuine attitude

KnowBOX views its partner relations as a positive attribute to its global services and therefore partner details are available on request

Service overview

Our team has worked with multi-national datacommunication and telecommunication organisations for over 20 years. Our experience gives you access to a specialist independent and unbiased team to assist with service business change effectively and efficiently.

The need to continually improve service standards whilst maintaining or lowering service costs is all part of today's competitive market place.  Over the years we have built up a range of competencies, skillsets, processes and toolsets that assists our clients in keeping costs down and service standards up.

Service development

A range of services and toolsets that enable operations, technical, line management and divisional management to have access to accurate data intelligence, measurement of current service productivity, performance, trend and gap analysis with ability to compare against existing benchmarks, standards and business service targets enable our clients to benefit from service improvement and service efficiency opportunities

Transition and transformation

Utilising an independent transition/transformation specialist organisation enables our clients to benefit from unbiased value added service that will assist internal teams to successfully complete programs in time, in budget, with a focus on service improvement and then assist with developing the strategies to improve on service standards over the long term

 

Transition governance

KnowBOX understand the value of working with regional based teams.  It is understood that the requirement to support transition across regions is a further drain on existing operational challenges.  Our engagement is typically focused around:

  • cultural difference management
  • collaboration and facilitation
  • RISK awareness
  • process improvement
  • program escalation
  • alignment across all teams
  • achievement of productivity, performance and quality standards

We focus our support across all program stakeholders to ensure that the program objectives are achieved.  Through our independent status we are able to support operational, management, project and technical teams with an unbiased methodology, which ultimately enable the transition/transformation program to be successful in the short, mid and long term

To support transition/transformation and offshoring programs there is a requirement to support operational and technical teams with a level of Service Governance.  A focused resource(s) enables stakeholders to focus on their existing roles and for the integration of new services to be managed successfully into day-to-day operations.

In particular when transition incorporates regions and different cultures this facility is critical to maintain cost, efficiency and compliance.  Typically this resource/team would be the main point of contact with all teams and line management for the following areas:

Service delivery standards

  • implementation and management of service improvement delivery standards
  • continuous competency development
  • productivity, performance and quality
  • escalation management
  • service impacting management
  • quality and productivity measuring and reporting for all off-shore services

Governance

  • financial management (delivery of annual off-shoring targets)
  • maintenance of budgets and headcount in GSCs
  • collaboration and facilitation (effective working relationships between local and off-shore delivery teams)
  • service efficiency
  • service documentation (WLA, OLA & SLAs)
  • facilitation of cross regional governance meetings
  • workforce planning
  • demand & mobilisation interface
  • reporting
  • development of further transition
  • achieving our targets for CC engagement and resource placement

Workforce planning/Demand management

  • support managers with resource challenges - approvals/justifications/re-assignments/releasing resources, etc.
  • maintain a rolling 3 month forecast in line with transformation goals
  • ensure the resource forecast aligns with the business case (on-shore and off-shore) with the the right competence mix
  • establishing a consistent process for translating a resource plan into a mobilization plan
  • ensure delivery commitments are not made without an understanding of how they will be resourced
  • support line managers with the mobilisation and ramp down plans across projects
  • ensure our resource plans deliver at the right required quality/cost balance
  • the right mix between onshore, offshore, specialist teams and temporary contract personnel
  • ensure no double-booking and/or no resources ‘on-the-bench’
  • establishing consistent mechanisms for sign-off of mobilization plans
 
 

Transition and transformation

The KnowBOX team have been supporting multi-national datacommunications and telecommunication organisations for over 20 years.  This diverse technical, operational, project, business development and commercial experience enables our team to assist our clients successfully manage transition/transformation programs with a focus on program deliverables, standards, budgets and timelines.

Our value added services, processes and toolsets have been development to assist our clients programs be successful every time:

  • program management
  • knowledge transfer
  • governance
  • competency development

Program management

With the migration to fixed price projects in conjunction with the pressure on margins our clients are looking for transition/transformation programs to not only provide cost reduction opportunities but process improvement and service delivery improvement   Historically these transition/transformation programs have offered not only a 18-24 month return on investment but also a short/mid term service delivery standard challenge.  KnowBOX proven methodology enables our clients to successfully complete transition/transformation programs by utilising unbiased and focused support in the following areas

  • Facilitating and attending daily program meetings
  • Providing guidance to operations, project, knowledge transfer and tools teams
    • regional and cultural requirements
    • planning development
    • knowledge transfer delivery
    • resource requirement
    • program performance and quality
    • support infrastructure
    • success criteria
    • lessons learnt
  • Operational Readiness Testing guidance
    • success criteria
    • performance and quality
  • Enhanced shadowing process guidance
    • success criteria
    • performance and quality
    • competency development recommendations
    • technical lead coaching recommendations
  • Transition program escalation management
    • transition standards
    • performance & quality
    • program timelines
    • risk awareness
    • tools availability
  • Client interface and weekly report generation based on existing standard template

Engagement of KnowBOX removes internal operational pressures on teams and line management and therefore removes RISK across both operations and transition programs

 

Competency development

Once the competency, confidence and communication gaps have been identified a competency development plan can be planned.  Implementation of a competency development program will enable the business to plan and measure service delivery improvement.

It would be expected that the competency plan would be specific so that an appropriate method of delivery be identified.  Consideration should be given to the following methodologies be considered to form part of a competency plan:

  • instructor led workshops
  • web-based course modules
  • self-study (manuals, books, coursework books)
  • buddying systems
  • SME supported walkthroughs
  • enhanced shadowing

In conjunction with a competency development plan it is recommended that productivity, performance and quality ben tracked to validate competency improvement and resolution