The Artha Shastra Framework is a structured set of processes, methodologies, and tools to map client needs to service provider capabilities.

The Organization Structure stage focuses on acquiring appropriate skill sets, developing a road map for training and knowledge growth, and retaining people.

Based on its understanding of the outsourcing organization's vision of outsourcing and their own in-depth understanding of the nitty-gritty of service provider and BPO operations, Artha Shastra consultants help service providers build a team that understands and anticipates the needs of the outsourcing organization. The framework also establishes channels of communication to ensure that the right people interact with each other at the right time to keep the outsourcing strategy on track.

Skill Acquisition

Hiring - Get the right people in the right numbers from the right places

Our recruitment strategies help make trade-offs based on cost and competency - high skill sets and low training vs low skill sets and high training effort - to determine the "best fit" hiring requirements. Instead of opting for lateral hiring from other BPOs, our sourcing strategies identify and prioritize cost-effective and scalable catchment areas for potential candidates.

Training - Give personnel the right aids to ramp up their skills and improve productivity

We know what to train people on and how best to deliver training that is relevant to their job. For instance, an operator needs training on process content as against a manager, who also needs to understand process context in terms of linkages between tasks to make business critical decisions. We use our expertise to recommend curriculum, source content, and design training programs.

Career Path - Develop a career growth path that is aligned to the company's growth

We ensure career growth by scaling people from simpler tasks to complex processes. We design training programs to retain skilled people and empower them to grow along with the organization.

Skill Management

Team Building - Create the organization chart of the unit

Team Design: Teams are developed by grouping people based on similarity of work, process adjacency, and process complexity, while taking into account the possibility of conflicts of interest.

Supervision: Reporting structures are designed to ensure that right people talk to each other at right intervals and within the right content framework to ensure smooth flow of work. We group adjacent processes together to improve the span of control of managers. Our workflow tools help supervisors in capacity planning, work allocation, and SLA monitoring on a daily basis.

Team Deployment - Manage day-to-day activities efficiently to ensure long-term success

Work Allocation: We provide work allocation algorithms that can be adjusted manually based on parameters such as process complexity, bottlenecking, shifts, time zones, and employee productivity, to name a few.

Knowledge Management: We develop Centers of Excellence for providing training, standardizing best practices, and sharing knowledge through knowledge management systems (KMS). We also contribute to the KMS from our experience to develop a rich library of knowledge that helps improve quality of work and reduce training needs over time.

Governance: We participate in the quarterly strategic review, often as an arbiter, to resolve issues that may arise during the engagement. We also play the role of a mentor to improve delivery and to develop strategies that are of on-going relevance for expansion of scope of work.

Business Value

Our sourcing strategies don't just help hire right - they help hire smart. We lay the foundation for building a strong organization structure by making the right trade-offs between experience and cost. We also ensure that knowledge is retained and shared by teams to improve overall quality of work.