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- Understand Client business
- Gather program documentation
- Assess Program Requirements
- Determine Service Levels and project viability
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- Identify Solutionand costing
- Define projectcharter
- Prepare project implementation plan
- Confirm and Validate with Client
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- Allocate Resources
- Build and test components
- Measure performance
- Review Results
- Document Operations Plan
- Get customer approval
- Sign off SLA
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- Deploy Resources
- Turn over service responsibility
- Process leads (for outbound progams)*
- Track performance
- Listen to VOC
- Review results; calibrate with client
- Implement process improvements
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