Suitability for Providing Requisite Services
Systems Limited has provided IT consultancy and services to a long list of clients in Pakistan and abroad in 32 years since its inception in 1977.
Our already established data centers in Lahore and Karachi employ more than 300 people, processing more than 6 million documents a month from utility companies, retail chains and other governmental and non-governmental organizations both at home and abroad.
A strong advantage that we possess is that Systems Limited has more than 300 software professionals who work alongside our BPO teams and who can play a vital role in creating efficient data entry and verification software by resolving software issues as and when they arise, and in the production of urgent progress and database reports needed by our clients.
We are able to handle extra work volumes on days when clients experience surge volumes, and have a near to perfect record of meeting deadlines. Our teams are contracted to be available during local holidays if the onsite client is working as normal on those days.
Systems Limited Inputs
Generally, for BPO projects Systems Limited trains two teams, one in Lahore and one in Karachi, so that a contingency situation can be met transparently. At additional cost, Systems Limited can also arrange a contingency site at its Bangalore office in India incase the clients require the extra comfort of a two country solution.
Typically, a team assigned to a BPO project would comprise of a Manager with Supervisors, Data Entry Operators, Scan Operators, and Quality Control Operators. The Manager and Supervisors would be responsible for all client communication and for weekly presentations and conference calls.
Systems Limited has the skills necessary to carry out BPO work securely and efficiently, and has the experience to migrate assignments within the shortest possible timeframe. The key to smooth and successful implementation of a large scale BPO Project lies not only in the existence of infrastructure and facilities, but also in the processes deployed and the experience and understanding of the personnel executing of the project. Our BPO staff is comprised of experienced managers and operational personnel well-versed with BPO work of diverse industries including title insurance, mortgage, oil and gas. In particular, we can offer our BPO clients a management and operations team that has already delivered time and again on time critical projects, handling sensitive and confidential customer data.
In meeting the requirement Systems Limited is expected to focus on the following areas especially:
Knowledge Transfer and Migration
Systems Limited has the distinction of having delivery centers in two countries (Pakistan and India) where each delivery center carries out similar processes in the same verticals, allowing for load balancing, workload distribution, and backup and contingency operations.
The DMAIC approach
Systems Limited adopts the DMAIC approach for Knowledge Transfer and process Migration
- Define – This is the project planning stage where we make the project plan, communication plan, documentation plan, training plan, staff requirement plan and finalize the technology requirements
- Measure – In this stage, our Migration Manager visits the client’s office where the process is currently being executed and follows the Train-the-Trainer model. The Migration Manager works closely with the client’s process lead and learns the process. The team conducts a time and motion study to understand and baseline the time that Systems Limited offshore team should take to deliver the task
- Analyze & Improve – This phase typically offers an opportunity to identify and to effect simple improvements in processes so as to make them more efficient and or faster.
- Control – Systems Limited plans a pilot phase for any process that is migrated to its offshore centers before moving into steady state operations
- Pilot Phase – the pilot phase allows the client to monitor the performance of our team working on its process and helps us to fine tune our performance and to control any variances in order to streamline the process
Steady State (Business as Usual – BAU) – A process is in Steady State when the client and Systems Limited management is confident that the process is being executed offshore with same efficiency and results as when it was being executed at the client’s own location.
Business Process Outsourcing
Clients would be outsourcing the execution of their processes to Systems Limited. As regard to our Data Centers, these are fully equipped and staffed to carry out two or three shift operations. Our Data Centers in Lahore and Karachi employ over 300 people processing more than 6 million documents a month from utility companies, government departments and international clients. These centers are staffed by experienced managers and operational personnel well-versed with this type of work. The centers are professionally managed and have documented Operations Manuals under which all work is carried out. The Operations Manual lays down the procedures to be followed for risk management, maintaining confidentiality, contingency operations, continuity of business, disaster recovery and security. An overview of some of these procedures is given in Section 3. We would attempt to bring our knowledge and experience in this area to bear upon any off-shored project to the maximum extent possible.
Logistics
Systems Limited has vast experience of managing the logistics of moving large quantities of sensitive client information, and accounting for the individual documents, maintaining a record of the movement of documents both external to its organization and within its organization at each stage of the process i.e. receipt, data entry, quality control and return. Together with client management we devise a process to receive and return the record in a controlled, monitored and accountable manner.
Quality Assurance
Systems Limited normally carries out Quality Assurance of the entered data by double data entry or by visual verification as agreed with the client. Our experienced Supervisory and Quality Control staff works to ensure completeness of coverage and high accuracy levels.
Progress Reporting
During the course of the project Systems Limited would submit a weekly progress report to the client detailing the progress made on each aspect of the project in terms of volumes dispatched, received, processed and returned. The progress report would highlight any issues that need the attention of client management so as to proactively find remedies and not to allow bottlenecks to disrupt the steady progress of work.
Inspection
Systems Limited will report progress regularly to the client and would be able to produce the necessary records and databases to show that it is proceeding apace, to the highest standards of work. | 
