Role: Manager, Offshore Dedicated Center / Based in India

Management of first offshore dedicated center (ODC) in India

Proposed Solution to Meet Offshore Operational Challenges

This was the Run Stage of the offshore operations as conceived by the foreign client. The last 3 working days of each month were allocated for planning tasks for the subsequent month for the ODC operations. This planning was done jointly between the client manager and our founder (IBM Global Services). A monthly payment schedule based on acceptance of monthly deliverables was set up. A change management protocol was adopted.

Implementation Steps Followed

We delivered the following:

1. Allocation of primary and secondary contributors for major software modules and allocation of utility programmers allocated flexibly across all software modules. Allocation of team leads.
2. Written approved SOW for each month, describing work offshored and people allocations.
3. Written accceptance documents from the client at the end of monthly release cycles.
4. Changes to monthly plans discussed in weekly meetings and adjustments made
5. 3 technical leads allocated in the client's site to integrate the work of 35 offshore engineers.
6. Establishment of lead to lead and engineer to engineer technical communciations with escalations to the foreign client operations manager and the ODC manager as appropriate

Results Achieved

Company milestones read more

The client was able to do research and development for a new family of 3-D graphics adapters using the ODC. Besides earning consistent revenues, IBM Global Services (the provider) was also able to establish the viability of the ODC concept in India. The ODC also received ISO 9001 accreditation in 1995, which was a proof of successful execution of operations.