Tech Mahindra BSG established an off-shore delivery team with highly qualified health care professionals to meet the customer’s requirements. Process and knowledge transition was successfully executed by Tech Mahindra in collaboration with the customer within eight weeks.
We began by transitioning case processing and assessment business process first (for litigation cases) followed by adding non-serious spontaneous and non-interventional study case processing, Medical Review and Data Entry/Migration business processes. We established a full blown PMO to address administrative back office requirements and other ad hoc projects.
Tech Mahindra BSG deployed a proprietary workflow tool that helped in assignment, tracking and monitoring of cases, and documenting feedback. This tool also provides accurate case processing time, which plays a crucial role in capacity planning and resource management. The mMetrics system established by the quality team effectively tracks productivity, quality and SLA compliance. Management closely monitors productivity and quality at the individual level case processor level to identify any issues at the earliest and address the same.
Our solution also involved developing a quality verification plan and sheet for cases processed in addition to the training plan and SOPs. A dedicated Six Sigma Black Belt certified quality lead was deployed and successfully completed Six Sigma projects to achieve and maintain customer defined service levels. A dedicated process trainer cascades the process updates, conducts refresher trainings and frequent knowledge tests are administered to keep the team up to date with regulations or change in conventions.