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Managing IT Projects - Onsite Offshore Coordination

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In the Software industry, quite often development and testing jobs are outsourced and a small percentage of the team is placed at the client location to coordinate between client teams and offshore teams. This presentation talks about specific challenges faced when teams are geographically distributed and some of the best practices that have helped in my experiences as onsite coordinator as well as offshore project manager.

Veröffentlicht in: Leadership & Management

Managing IT Projects - Onsite Offshore Coordination

  1. 1. Onsite Offshore Coordination Project Management in IT Industry Mahesh Dedhia
  2. 2. Offshore Outsourcing Model – Overview Team Structure and Key Challenges Perceptions and Expectations Most Optimum Practices Contents
  3. 3. Offshore Outsourcing Model – Overview • Key Characteristics • Business organization hires another organization in another country • Team is located in time-zone different from the customer • One or more team members are located at customer site • Promoted by GE in mid 1990s. Jack Welch, former CEO of GE and industry thought-leader, had announced the ‘70-70-70’ plan – • 70% of GE’s IT work will be outsourced • 70% of the outsourced work will be done offshore • 70% of the offshore work will be done in India • Today: • 43% of IT Services companies in the US outsource their work offshore • India tops the list of preferred countries for outsourcing! • Primary Benefits of Offshore Outsourcing: • Reduce costs • Gain access to IT resources unavailable internally *Statistics taken from http://www.statisticbrain.com/outsourcing-statistics-by-country/
  4. 4. Offshore Outsourcing Model – Overview Team Structure and Key Challenges Perceptions and Expectations Most Optimum Practices Contents
  5. 5. Team Structure Delivery Lead Onsite Coordinator Offshore Team (70-100%) Client Manager Onsite Offshore Client Team Onsite Team (0-30%) Customer Service Provider
  6. 6. Key Challenges Delivery Lead Onsite Coordinator Offshore Team (70-100%) Client Manager Onsite Offshore Client Team Onsite Team (0-30%) Customer Service Provider Cannot correlate to the environment at customer site Doesn’t have the exposure that Onsite coordinator has Cannot correlate to the challenges/ limitations faced by Offshore May not be aware of the efforts put in by Offshore to solve a problem Tends to speak the language of the customer Communication gap
  7. 7. Offshore Outsourcing Model – Overview Team Structure and Key Challenges Perceptions and Expectations Most Optimum Practices Contents
  8. 8. Perception from Offshore Offshore team Customer Onsite Coordinator
  9. 9. Perception from Onsite Onsite Coordinator Customer Offshore team
  10. 10. CHALLENGE EXPECTATION - OFFSHORE EXPECTATION - ONSITE Requirements are not clear/ stable Provide relevant estimates and inform about any deviation sooner than later Provide requirements as granular and in advance as possible Needed resources (installers, licenses, etc.) are not available Share accurate updates of progress/ roadblocks through the day Make the required resources available to work on a story Delay in flagging risks (No Surprises principle) Share questions and concerns as early as possible •Convey the roadblocks/ pain areas of team to customer •Avoid over-optimism or fear of escalation from customer Lack of motivation/ focus on Client Satisfaction •Strive for improvements in product/ services/ processes •Exceed expectations by providing value-added services •Fetch customer appreciation! •Provide insights to increase customer satisfaction Challenges vs. Expectations (1/2)
  11. 11. CHALLENGE EXPECTATION - OFFSHORE EXPECTATION - ONSITE Short interactions during daily standups only •Interact with Onsite and provide support during overlapping hours •Revert to queries in timely manner •Have one-on-one calls with team members for specific tasks/ issues •Ask specific questions to understand and help with the situation Lack of Email etiquettes •Pay attention to old emails too in forwarded email threads •Do not delete old emails – move them to apt folders •Do not share internal email chains with customer •Consolidate and summarize info gathered through the day instead of forwarding FYI emails •Avoid sending large attachments – share them through FTP/ shared folders Challenges vs. Expectations (2/2)
  12. 12. Offshore Outsourcing Model – Overview Team Structure and Key Challenges Perceptions and Expectations Most Optimum Practices Contents
  13. 13. Most Optimum Practices – Offshore • Schedule a daily sync up with Onsite coordinator • Adjust the work hours to provide as much overlap as possible towards the end of day • Share the details of activities/ progress through the day, so that appropriate good/ bad news can be conveyed to the customer • Make maximum but efficient use of messenger and phone calls during the overlap hours • Be sensitive to the onsite bandwidth – investigate adequately and present smart alternatives to arrive at a solution quickly • Be prepared to accommodate urgent requests from the customer • Have adequate test/ demo environments at hand
  14. 14. Most Optimum Practices – Onsite • Start the day as early as possible to increase the overlap with Offshore • Sync up with the offshore team first thing in the morning before facing the customer • If possible, go through the emails from team before sync up • Clarify any doubts about the emails, questions from team over the sync up • If a topic needs deeper or specific discussion, do that on a one-to-one call • Prepare a list of action items based on the sync up and prioritize as per the impact on the sprint (immediate needs) • Try to address as many action items during the day and share the findings/ actionable items through email at the EOD • Have adequate test/ demo environments at hand
  15. 15. I would like to conclude with… • Every successful individual knows that his or her achievement depends on a community of persons working together. • Paul Ryan • The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don't play together, the club won't be worth a dime. • Babe Ruth
  16. 16. Thank You

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