The first step in the Design module is the assignment of a DMM Senior Manager to the Client's account. The Team Manager travels to the Client's place of business and, in a one-to-one, face-to-face discussion with the Client, the Client's current processes are mapped and his needs assessed. Assessments are made regarding enhancing or mirroring existing processes (if there are any in place), or building entirely new processes to address the Client's needs. In this meeting the Client's desired level of involvement is also defined. Different Clients prefer from little or no involvement, to up to the hour updates and site visits.

A thorough feasibility study is then conducted wherein a target market is defined, the ideal route to market is identified, and integrated delivery strategies to that market are evaluated. Realistic goals, timelines and action items to achievement are established regarding these and other building blocks to the desired status.

After the full process is documented, DMM then sets about developing process manuals and training programs. Furthermore, DMM designs or incorporates Client made promotional materials and peripherals.

A Quality Assurance & Compliance System is planned to ensure high quality by the Client's standards.

The proposed work force number and skill set is requisitioned, organized, and departmentalised to build dedicated Production, Quality Control and Management teams in agreed proportion based on expected volume or desired productivity.

Finally, the necessary infrastructure and technology is defined including the requisition for terminal space, Headsets, PCs, Recording software, Email and Fax ability , Server space for maintenance, creation, storage, utilization and transfer of data, etc.