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| A Leading Electronics
Manufacturing Firm |
Fortune 500
Technology Industry
Suppliers: ACS in Bangalore, India
Scope of service: Conduct due diligence on
ACS's offshore facility in the areas of infrastructure, network connectivity
and power adequacy.
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Background
Since its founding, our client has been a technology and direct- marketing
pioneer, using its call centers, web site, and retail network to build direct
customer relationships. As it transforms itself from being a leading PC company
into a branded integrator of personalized technology solutions, the company's
line of branded products is expanding to include digital TVs, DLP projectors,
tablet PCs, and systems and networking products and services.
Business Challenge
In 2003, our client announced its plan to transfer the way it handles product
sourcing, logistics, support, and service, creating a more efficient platform
to support its overall transformation into a branded integrator. The plan was
based on using strategic partners and collaborative planning with suppliers to
make the company leaner and nimbler as it dramatically broadens its array of
branded products.
As part of this plan, our client was in the process of outsourcing F&A call
center and back office processing operations to the ACS facilities in
Bangalore, India. As transition to the supplier was drawing to a close and
operations were ramping up our client noticed that connectivity was failing and
the necessary systems for troubleshooting and problem resolution were not in
place. ACS assured the client that they were ready to begin assuming operations
responsibility offshore, but our client wanted an outside opinion on the
readiness of the supplier to sustain operations in a live environment. They
looked to neoIT for an unbiased, independent third-party analysis.
Solution
With the client team, neoIT conducted an audit study of the network and
infrastructure of ACS to ascertain the ability of the supplier to provide a
stable operating environment after the processes are transitioned to Bangalore.
During the audit neoIT evaluated both subjective and objective criteria of
ACS's infrastructure, network connectivity and power adequacy. The approach to
this audit included a pre-audit meeting with the supplier, a physical
inspection and an analysis of the documentation and processes of ACS. The
process used for these activities included:
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Assess the current pilot results and define client objectives for future work
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Execute audit of existing ACS operations in Bangalore, India including physical
inspection and analysis of the documentation and processes of the supplier
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Identify any gaps in the ACS operations
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Develop a roadmap for improvement in order to meet future client objectives
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ResultsAs a result of the audit, neoIT
recommended that our client and ACS implement redundant core devices with
automatic failover; implement monitoring tools for data and voice for active
logging; define the roles and accountability of the network team; and implement
strict, consistent and client-specific processes. After the recommendations
were implemented, neoIT was again invited to perform a remediation audit to
ensure that the supplier was in fact ready to assume full responsibility
offshore.
The audit allowed our client to work with ACS to implement these
recommendations and then transfer to ACS activities covering work in BPO
services in order fulfillment and finance, including accounts payable, refunds
and reconciliations. With the audit materials they were able to develop and
implement benchmarks for quality improvement over time. The audit also
demonstrated to our client that it was imperative to retain full responsibility
for leadership and strategic control in these areas. |
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AMP
AXA
Bell South
Cardinal Health
Cendant
Chevron
Citigroup
D.B. Zwirn
DuPont
FTVentures
Gateway
Hartford Life
HCA
Hewitt Associates
JPMorgan Chase
Liberata
Menlo Worldwide
Mercury
Nomura
PPM Capital
Pyxis
Siemens
Sony Pictures
Sprint
Stanford University
Towers Perrin
Trustmark Insurance
TXU
Verisign
Visa
Warner Brothers
Wells Fargo Foothill
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For more information about
how your company can benefit from working with neoIT, please contact us. |
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