Weitere ähnliche Inhalte Ähnlich wie Communication in ICT Outsourcing (20) Kürzlich hochgeladen (20) Communication in ICT Outsourcing2. "The art of communication is
the language of leadership."
— James Humes
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
3. Toby Ruckert, my Outsourcing
Experiences from 2001-2011
As a Client As a Supplier
Wellness-Shop.com Advanced Millennium
Private Ltd. (India)
Viva-Lite.com
Apaks International, Co.
unifiedinbox.com
LTD (China)
PuzzleCommerce.com
IFOS - International
Nutricare.co.nz, ... Fulfillment & Outsourcing
(as Consultant) Services (Germany)
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
4. "The search for someone
to blame is always successful."
— Robert Half
"The superior man blames himself.
The inferior man blames others."
— Don Shula
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
5. Communication in Outsourcing
– it's a two-way Challenge:
"Outsourcing" involves transferring or sharing
management control and/or decision-making of a
business function to an outside supplier, which
involves a degree of two-way information
exchange, coordination and trust between the
outsourcer and its client.
Source: Wikipedia.
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
6. "Take your life in your own
hands and what happens?
A terrible thing:
no one is to blame."
— Erica Jong
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
7. Distance & Culture increases
Communication Challenges
In-house (1 local office)
In-house (distributed team, multiple locations)
Outsource (1 local location)
Outsource (local, distributed, multiple locations)
Offshore Outsourcing (1 country, 1 location)
Offshore Outsourcing (1 country, 1+ locations)
Offshore Outsourcing (multiple countries/locations)
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
8. How to find the right
Outsourcing Partner?
→ Check References and Track Records
→ Understand Business Objectives (Expectations)
Skillsets and Domain Expertise
→ Sign a NDA and / or MOU
→ Communicate: Call, talk, check writing(!)
→ Ask for Samples: Helps to get a local team on
board (show technical and process competence)
→ Ensure Post Development Support (Bugs...)
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
9. "Outsourcing is a tool,
not the problem or the solution. "
— Martin Zwilling
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
10. Outsourcing
DOs:
→ Build the relationship first
→ Do your “due diligence”, ask many questions
→ Make sure expectations and experiences match
→ Do what you say you'll do
→ Create mutual trust
→ Pay on time
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
11. Outsourcing
DON'Ts:
→ Never outsource your core competency
→ Be careful with IP rights / content
→ Avoid outsourcing of creative / design works
→ Don't underestimate costs (travel, communication)
→ Don't be afraid – be positive
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
12. "The basic building block of good
communication is the feeling
that every human being is
unique and of value."
— Unknown
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
13. Guaranteed Trouble Makers
You: Them:
poor specifications, inadequate staff and
no acceptance training,
criteria, high turnover,
scope creep, poor or inadequate
not enough staff or processes,
stakeholder support lack of vendor project
management
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
14. The Agile Manifesto
→ Individuals and interactions
over processes and tools.
→ Working software
over comprehensive documentation.
→ Customer collaboration
over contract negotiation.
→ Responding to change
over following a plan.
Agile Manifesto (2001) by Martin Fowler and Jim Highsmith
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
15. The Project Management Triangle
Traditional „Iron Triangle“ - graphic by Wikipedia
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
16. The Agile Triangle
Agile Triangle (Jim Highsmith*) adding Software Debt
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
17. Agile Triange (Jim Highsmith*)
with impediment management
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
18. Impediment Management comes
down to Communication
→ How do impediments occur?
→ If they are beyond team’s ability to resolve,
how does management support their resolution?
→ Is there a need to provide visibility to more than
1 or 2 levels higher in the organization?
→ How do these enterprise impediments get
handled at strategic levels in the organization?
= What is your impediment management strategy?
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
19. "Don't walk in front of me;
I may not follow.
Don't walk behind me;
I may not lead.
Just walk beside me
and be my friend."
— Albert Camus
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
20. Different Team
Maturity Stages
FORMING: STORMING:
→ Ensure everyone is → Team is in „Chaos“
„on board“, positivity → Lead into „Order“
NORMING: PERFORMING:
→ Team is learning → Team is self organized
→ Leader is guiding → Observe, fine-tune
→ Communicate its value
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
21. "Any one can hold the helm
when the sea is calm."
— Publilius Syrus
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
22. When Chaos rules
Do: Don't:
spend more time act in incorrect role,
with the team, look the other way / let
organize and the team lead itself,
structure, teach too much when
find bottlenecks & the basics lack,
recurring issues, blame,
start process expect too much
optimization
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
23. Adopt Agile Methodology,
e.g. „Scrum“
→ What have you worked on since we last met?
→ What will you be working on until we meet again?
→ What impediments are blocking our progress?
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
24. "People go a lot further when
they feel they're led, not pushed."
— Unknown
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
25. When the Team takes Shape
Do: Don't:
teach how to avoid fix problems for the
the impediments, team,
create a clear policy fear confrontation,
for communicating, underestimate
detect commitment impediments and
and integrity issues, communication blocks
keep pushing the
boundaries
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
26. Use Communication and Integrity
for Team Clarity and Transparency
→ „I will do this by that.“ = clear commitment!
→ Say it – mean it – do it. = define team integrity!
→ Impediments? = mention early and communicate!
Be prepared to deal with „communication blocks“.
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
27. "When the best leader's work
is done, the people say:
'We did it ourselves.'“
— Lao-Tzu
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
28. When your Team is matured
Do: Don't:
continue to lead decide too much for
daily meetings, the team, especially if
give „freedom“ with it's within their
set constraints, domain,
value what you tell people what to do
have, communicate
that value
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
29. "The best executive is the one
who has sense enough to pick
good men to do what he wants
done and self-restraint enough
to keep from meddling with
them while they do it.“
— Theodore Roosevelt
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
30. Thank you for your attention!
Contact Toby:
via @manibodhi on Twitter
via www.linkedin.com/in/tobyruckert
© 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert