A Case study on operating an Offshore Delivery Center (ODC). This ODC infrastructure and teams were specifically put together for a US based customer in the Industrial Automation space with a team size of 6 - 23 Engineers.

1. Case Study on
Offshore Delivery Center
Oak Systems Pvt. Ltd.

2. Background
Customer
• Silicon valley (USA) headquartered product
company
Products • High-precision Industrial Automation products
Demography
• Distributed development with system architects
in USA, software development in USA and India
• Hardware manufacturing in Korea and system
integration in USA
• Users across the globe
Testing Center • Offshore Delivery Center was setup at Oaksys
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 2

3. Offshore Delivery Center at Oaksys
• Build suitable team
• Get knowledge transfer
• Establish offshore delivery lab – infrastructure
• Establish delivery processes & working model
• Establish evaluation/review mechanism and project tracking
• Commenced in 2014 – initially for 3 products with 6 member team; enhanced it
to cover 8 products with 23 member team
• What started as a 1-year engagement continued for 4.5 years (upto 2018) when
the products were stabilized and moved back to USA
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 3

4. Offshore Delivery Center at Oaksys
• The engagement model was bothT & M (effort based billing) in most cases and
Fixed Cost-Fixed Scope (size based) in few cases
• Our teams interacted with distributed global teams
• Continuous improvement of methodology and processes
• Established a strong knowledge repository & induction training model
• Feedback and metrics from testing resulted in overall development process
improvement
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 4

5. Performance Metrics – Levels
• Individual engineer levels (01 – 06) based on their capabilities in the product
line that they are working in
• Every engineer levels were thoroughly assessed and expectations were
clearly set forth with the engineer
0
1
2
3
4
5
6
Metrics - Performance
Current Level Expected Level
Level Analysis
Level 5 Level 4 Level 3 Level 2 Level 1
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 5

6. Metrics - Risk
• Individual engineer ageing analysis was carried out to determine the
duration of stay in the particular project and value addition into the project
• Risk analysis was carried out for individual engineers to assess their
longevity in the project and to plan for replacements
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 6

7. Metrics –TeamTracking
Product 1
Engineer
1
Engineer
2
Engineer
7
Engineer
10
Product 2
Engineer
3
Product 3
Engineer
15
Engineer
12
Engineer
13
Engineer
17
Engineer
11
Product 4
Engineer
6
Engineer
5
Engineer
14
Engineer
4
Product 5
Engineer
8
Product 6
Engineer
9
Product 7
Engineer
16
Engineer
18
Product 8
Engineer
‘N’
Level 6
Level 5
Level 4
Level 3
Level 2
Level 1
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 7
A dedicated Account Manager would track and submit
all the metrics to the Customer on a monthly basis

8. Value Addition
• The time zone difference between India and the US was put to good use to ensure seamless and
timely task execution and meeting the delivery commitments
• What started as a 1-year engagement continued for 4.5 years indicating success and usefulness
of the engagement
• Our internal quality practices helped in establishing a very good handshake between the
Customer teams, the team in the ODC and the Account Managers on both the sides
• The ODC was setup as an extended lab of the customer with dedicated network connected
directly to the customer’s servers thru dedicated switches.This enabled ensuring information
security controls
• 100% network uptime was ensured with a standby P2P connection from a different vendor and
power generator as well
• One Engineer for every 10 deployed Engineers was earmarked by Oaksys as a standby engineer.
• The engagement proved to be a very good case study of cost-quality benefit that the global
customer could realize
Copyright © 2020 Oak Systems Private Limited. All Rights Reserved 8

9. Oak Systems Pvt. Ltd.
#27, NGEF Lane, Off 100 Feet Road,
Indira Nagar, Bangalore 560 038, INDIA
Tel : +91 80 4126 7681
Email: contact@oaksys.net
URL: www.oaksys.net
We add value through engagement
Thank you!