Communication in ICT Outsourcing

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Communication in ICT outsourcing: Meeting the challenges of staff and stakeholder buy-in

How do you manage the human side of ICT outsourcing and get staff and stakeholder buy-in? Based on his experience creating startups and managing IT projects internationally, Toby discusses how to effectively manage outsourced ICT projects and identify and manage key technical and people aspects that need to drive every project.

· Thinking about people, projects and places and adding the human dimension to ICT outsourcing

· Ensuring efficient communication across your teams and gaining staff and stakeholder support

· Understanding scalability of a project and how to adapt your ICT outsourcing strategy vertically and across industries

Keywords:

- remote project management, agile approach, scrum methologies
- international vs. local aspect, different cultural backgrounds
- examples for good, bad and efficient communication
- quick, easy and practical ways to identify the reliability and professionalism of a potential offshore or outsourcing partner
- differences between small, medium and large outsourcing projects and different verticals/industries

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Communication in ICT Outsourcing

  1. 1. Communication inICT Outsourcing Meeting the challenges ofstaff and stakeholder buy-in.By Toby Ruckert, Advanced Millennium Technologies Pvt. Ltd.
  2. 2. "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. 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. 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. 5. Communication in Outsourcing – its 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. 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. 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. 8. How to find the rightOutsourcing 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. 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. 10. OutsourcingDOs:→ Build the relationship first→ Do your “due diligence”, ask many questions→ Make sure expectations and experiences match→ Do what you say youll do→ Create mutual trust→ Pay on time © 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
  11. 11. OutsourcingDONTs:→ Never outsource your core competency→ Be careful with IP rights / content→ Avoid outsourcing of creative / design works→ Dont underestimate costs (travel, communication)→ Dont be afraid – be positive © 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
  12. 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. 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. 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. 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. 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. 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. 18. Impediment Management comesdown 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. 19. "Dont walk in front of me; I may not follow. Dont 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. 20. Different Team Maturity StagesFORMING: 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. 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. 22. When Chaos rules Do: Dont: 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. 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. 24. "People go a lot further whenthey feel theyre led, not pushed." — Unknown © 2011 by Toby Ruckert – Follow via @manibodhi on Twitter – Connect via www.linkedin.com/in/tobyruckert
  25. 25. When the Team takes Shape Do: Dont: 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. 26. Use Communication and Integrityfor 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. 27. "When the best leaders 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. 28. When your Team is matured Do: Dont: continue to lead  decide too much for daily meetings, the team, especially if give „freedom“ with its 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. 29. "The best executive is the onewho has sense enough to pickgood men to do what he wantsdone 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. 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

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