This document outlines a case study examining client management issues at an IT services company with both onshore and offshore teams. It identifies productivity issues that arose for the offshore team in Chennai, India following floods in December 2015. It also notes communication and process issues within the onshore team in the US. The onsite delivery manager took several steps to address the problems, including daily status updates, improved communication, and ensuring work was distributed evenly between teams. The document provides contact information for the study participants and director and notes the voluntary and confidential nature of the study.
As a marketing, public relations and design agency, HEROfarm strives to put clients in a position to build business, increase brand awareness and further connect with customers. This document represents the outreach for 2012-2013 that we did for one such client.
A fresh set of eyes — That’s what we offer. We aren’t here to tell you how to run your business. We’re here to give a new perspective that may be hard to see while you’re in the day-to-day operations. We are the extra arms and legs you need to bring new ideas to the table and get them
out to the public and media—Freeing you up to only have to deal with doing business.
Best practices in CSM compensation with customer success leadersGainsight
CSM compensation is one of the most often debated questions for companies no matter their level of maturity in Customer Success. Getting the right comp plan for CSMs can depend on a variety of factors including customer segmentation, ASP, upsell potential and more.
Blue eyes- The perfect presentation for a technical seminarkajol agarwal
The technology that gifts you with a friend, a right choice for people who are lazy , a technology that caters to help all age groups and helps to share your emotions and feelings with your computer. Computer with human power!
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
This Assessment
Preparation Guide (“Guide”) will help you prepare for the rigorous assessment process used by the U.S. Office
of Personnel Management (OPM) to select a diverse PMF candidate pool. This guide is specific to the 2013
Presidential Management Fellows (PMF) Program assessment process and will familiarize potential applicants with its key features so that they know what to expect and are prepared to perform well.
As a marketing, public relations and design agency, HEROfarm strives to put clients in a position to build business, increase brand awareness and further connect with customers. This document represents the outreach for 2012-2013 that we did for one such client.
A fresh set of eyes — That’s what we offer. We aren’t here to tell you how to run your business. We’re here to give a new perspective that may be hard to see while you’re in the day-to-day operations. We are the extra arms and legs you need to bring new ideas to the table and get them
out to the public and media—Freeing you up to only have to deal with doing business.
Best practices in CSM compensation with customer success leadersGainsight
CSM compensation is one of the most often debated questions for companies no matter their level of maturity in Customer Success. Getting the right comp plan for CSMs can depend on a variety of factors including customer segmentation, ASP, upsell potential and more.
Blue eyes- The perfect presentation for a technical seminarkajol agarwal
The technology that gifts you with a friend, a right choice for people who are lazy , a technology that caters to help all age groups and helps to share your emotions and feelings with your computer. Computer with human power!
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
This Assessment
Preparation Guide (“Guide”) will help you prepare for the rigorous assessment process used by the U.S. Office
of Personnel Management (OPM) to select a diverse PMF candidate pool. This guide is specific to the 2013
Presidential Management Fellows (PMF) Program assessment process and will familiarize potential applicants with its key features so that they know what to expect and are prepared to perform well.
1 Project Title Combined Sewer Overflow PowAbbyWhyte974
1
Project Title: Combined Sewer Overflow Power Generation Project Report
Department of Mechanical and Construction Engineering
Northumbria University, Newcastle upon Tyne, NE18ST, United Kingdom
Module Title: MSc Advanced Practice
Module Code: KB7056
Author Name : ARATHI REDDY
Id : W20027842
Business Name
Company/business location
North East
Pity Me, Durham
2
Executive Summary
Combined Sewer Overflow Power Generation is a project aimed to determine a range of
power requirements for the environmental remediation solutions that could be implemented at
each CSO. Northumbria University students were tasked to completing the Combined Sewer
Overflow Power Generation, and this report provides them with the information they need to
guarantee that the project is successfully completed and managed. In order to accomplish this,
the report has produced Programs and Schedules that may be implemented to the project based
on the project's characteristics and the needs of the client. Because of this, the report established
Management of relevant training programs for the project based on the demands of the client,
including the requirement for early project delivery and regular client engagement in the project.
On the basis of this, the Northumbria student recommends the most relevant solutions to be
employed in the project, which it is believed will be most effective in achieving the largest
possible benefit for the client.
3
Introduction
The advanced practices semester will help a lot of things to lean in my upcoming projects and
real-time experiences. Each stage of work is very challenging for me and makes me give the best
output to the client and prove myself as the best. Mainly this semester teach me how to engage
the client and what type of work I have to be present in a real-time project, and how to engage in
the project phases and the engagement of work has expressed below.
How students engaged the work
Stage.1
The Northumbrian pupils showed a high level of enthusiasm for the task. The student’s
determination to do their best was evident in their demeanor and positive attitude, which all
indicated how they were going to approach the job. In order to participate in the project, the
students divided themselves into groups, with each group being assigned a specific aspect of the
work.
Stage.2
Each group was led by a group leader, whose primary responsibility was to ensure that the work
flowed smoothly. Each group was given a specific amount of time in which to complete their
tasks. The goal of establishing a time restriction for completion of the task was to ensure that the
entire project was completed on schedule.
Stage.3
The project manager was responsible for ensuring that the project was presented efficiently and
on time. The students devised four distinct steps for delivering high-quality project present ...
1
Project Title: Combined Sewer Overflow Power Generation Project Report
Department of Mechanical and Construction Engineering
Northumbria University, Newcastle upon Tyne, NE18ST, United Kingdom
Module Title: MSc Advanced Practice
Module Code: KB7056
Author Name : ARATHI REDDY
Id : W20027842
Business Name
Company/business location
North East
Pity Me, Durham
2
Executive Summary
Combined Sewer Overflow Power Generation is a project aimed to determine a range of
power requirements for the environmental remediation solutions that could be implemented at
each CSO. Northumbria University students were tasked to completing the Combined Sewer
Overflow Power Generation, and this report provides them with the information they need to
guarantee that the project is successfully completed and managed. In order to accomplish this,
the report has produced Programs and Schedules that may be implemented to the project based
on the project's characteristics and the needs of the client. Because of this, the report established
Management of relevant training programs for the project based on the demands of the client,
including the requirement for early project delivery and regular client engagement in the project.
On the basis of this, the Northumbria student recommends the most relevant solutions to be
employed in the project, which it is believed will be most effective in achieving the largest
possible benefit for the client.
3
Introduction
The advanced practices semester will help a lot of things to lean in my upcoming projects and
real-time experiences. Each stage of work is very challenging for me and makes me give the best
output to the client and prove myself as the best. Mainly this semester teach me how to engage
the client and what type of work I have to be present in a real-time project, and how to engage in
the project phases and the engagement of work has expressed below.
How students engaged the work
Stage.1
The Northumbrian pupils showed a high level of enthusiasm for the task. The student’s
determination to do their best was evident in their demeanor and positive attitude, which all
indicated how they were going to approach the job. In order to participate in the project, the
students divided themselves into groups, with each group being assigned a specific aspect of the
work.
Stage.2
Each group was led by a group leader, whose primary responsibility was to ensure that the work
flowed smoothly. Each group was given a specific amount of time in which to complete their
tasks. The goal of establishing a time restriction for completion of the task was to ensure that the
entire project was completed on schedule.
Stage.3
The project manager was responsible for ensuring that the project was presented efficiently and
on time. The students devised four distinct steps for delivering high-quality project present ...
The NNSY Executive Development Program (EDP) is part of the shipyard’s overall workforce development strategy designed to prepare employees to be more competitive for key leadership positions within the command.
This is the completed and approved National Ethics Application Form for my PhD. The lived experience of Australian civilian nurses' working in the out-of-hospital disaster environment.
This notebook summarizes project management concepts and terms in PMP context. Chapter 3 focuses on project framework, work management plans, and work performance. Contents of this chapter are as follow:
* Phases
* * Phase-to-Phase Relationship
* Process Groups
* Knowledge Areas
* Project Management Plans
* Work Performance
* Additional Terms
Flatworld offers back office services to Short Sale/Loan Modification companies. The team is headed by a FL Board Certified in Real Property Law- Mr. Richard Zeretsky.
Chia sẻ đến cho các bạn sinh viên báo cáo thực tập ngôn ngữ anh dịch translator in documents hoàn toàn miễn phí. Nếu các bạn muốn tải bài mẫu này vui lòng nhắn tin nhanh qua zalo/telegram : 0934.573.149 để được hỗ trợ tải nhé.
1 Project Title Combined Sewer Overflow PowAbbyWhyte974
1
Project Title: Combined Sewer Overflow Power Generation Project Report
Department of Mechanical and Construction Engineering
Northumbria University, Newcastle upon Tyne, NE18ST, United Kingdom
Module Title: MSc Advanced Practice
Module Code: KB7056
Author Name : ARATHI REDDY
Id : W20027842
Business Name
Company/business location
North East
Pity Me, Durham
2
Executive Summary
Combined Sewer Overflow Power Generation is a project aimed to determine a range of
power requirements for the environmental remediation solutions that could be implemented at
each CSO. Northumbria University students were tasked to completing the Combined Sewer
Overflow Power Generation, and this report provides them with the information they need to
guarantee that the project is successfully completed and managed. In order to accomplish this,
the report has produced Programs and Schedules that may be implemented to the project based
on the project's characteristics and the needs of the client. Because of this, the report established
Management of relevant training programs for the project based on the demands of the client,
including the requirement for early project delivery and regular client engagement in the project.
On the basis of this, the Northumbria student recommends the most relevant solutions to be
employed in the project, which it is believed will be most effective in achieving the largest
possible benefit for the client.
3
Introduction
The advanced practices semester will help a lot of things to lean in my upcoming projects and
real-time experiences. Each stage of work is very challenging for me and makes me give the best
output to the client and prove myself as the best. Mainly this semester teach me how to engage
the client and what type of work I have to be present in a real-time project, and how to engage in
the project phases and the engagement of work has expressed below.
How students engaged the work
Stage.1
The Northumbrian pupils showed a high level of enthusiasm for the task. The student’s
determination to do their best was evident in their demeanor and positive attitude, which all
indicated how they were going to approach the job. In order to participate in the project, the
students divided themselves into groups, with each group being assigned a specific aspect of the
work.
Stage.2
Each group was led by a group leader, whose primary responsibility was to ensure that the work
flowed smoothly. Each group was given a specific amount of time in which to complete their
tasks. The goal of establishing a time restriction for completion of the task was to ensure that the
entire project was completed on schedule.
Stage.3
The project manager was responsible for ensuring that the project was presented efficiently and
on time. The students devised four distinct steps for delivering high-quality project present ...
1
Project Title: Combined Sewer Overflow Power Generation Project Report
Department of Mechanical and Construction Engineering
Northumbria University, Newcastle upon Tyne, NE18ST, United Kingdom
Module Title: MSc Advanced Practice
Module Code: KB7056
Author Name : ARATHI REDDY
Id : W20027842
Business Name
Company/business location
North East
Pity Me, Durham
2
Executive Summary
Combined Sewer Overflow Power Generation is a project aimed to determine a range of
power requirements for the environmental remediation solutions that could be implemented at
each CSO. Northumbria University students were tasked to completing the Combined Sewer
Overflow Power Generation, and this report provides them with the information they need to
guarantee that the project is successfully completed and managed. In order to accomplish this,
the report has produced Programs and Schedules that may be implemented to the project based
on the project's characteristics and the needs of the client. Because of this, the report established
Management of relevant training programs for the project based on the demands of the client,
including the requirement for early project delivery and regular client engagement in the project.
On the basis of this, the Northumbria student recommends the most relevant solutions to be
employed in the project, which it is believed will be most effective in achieving the largest
possible benefit for the client.
3
Introduction
The advanced practices semester will help a lot of things to lean in my upcoming projects and
real-time experiences. Each stage of work is very challenging for me and makes me give the best
output to the client and prove myself as the best. Mainly this semester teach me how to engage
the client and what type of work I have to be present in a real-time project, and how to engage in
the project phases and the engagement of work has expressed below.
How students engaged the work
Stage.1
The Northumbrian pupils showed a high level of enthusiasm for the task. The student’s
determination to do their best was evident in their demeanor and positive attitude, which all
indicated how they were going to approach the job. In order to participate in the project, the
students divided themselves into groups, with each group being assigned a specific aspect of the
work.
Stage.2
Each group was led by a group leader, whose primary responsibility was to ensure that the work
flowed smoothly. Each group was given a specific amount of time in which to complete their
tasks. The goal of establishing a time restriction for completion of the task was to ensure that the
entire project was completed on schedule.
Stage.3
The project manager was responsible for ensuring that the project was presented efficiently and
on time. The students devised four distinct steps for delivering high-quality project present ...
The NNSY Executive Development Program (EDP) is part of the shipyard’s overall workforce development strategy designed to prepare employees to be more competitive for key leadership positions within the command.
This is the completed and approved National Ethics Application Form for my PhD. The lived experience of Australian civilian nurses' working in the out-of-hospital disaster environment.
This notebook summarizes project management concepts and terms in PMP context. Chapter 3 focuses on project framework, work management plans, and work performance. Contents of this chapter are as follow:
* Phases
* * Phase-to-Phase Relationship
* Process Groups
* Knowledge Areas
* Project Management Plans
* Work Performance
* Additional Terms
Flatworld offers back office services to Short Sale/Loan Modification companies. The team is headed by a FL Board Certified in Real Property Law- Mr. Richard Zeretsky.
Chia sẻ đến cho các bạn sinh viên báo cáo thực tập ngôn ngữ anh dịch translator in documents hoàn toàn miễn phí. Nếu các bạn muốn tải bài mẫu này vui lòng nhắn tin nhanh qua zalo/telegram : 0934.573.149 để được hỗ trợ tải nhé.
1. STANFORD UNIVERSITY Case Study Form
Protocol Director: Jerome Francis Peter ArunKumar
Protocol Title: Looking Inside: Client Management
Page 1
PURPOSE OF RESEARCH
I was invited to participate in this research study to understand the client’s viewpoint
about offshore productivity after Chennai (India) flood during the month of December-
2015. I hope to learn the possible factors which placed the offshore workforce at dark
in the eyes of client managers across various platforms in a portfolio. I was selected to
participate in this study because I report to my Senior Delivery manager and assisted
him to tack the productivity of both onsite and offshore teams.
If I decide to terminate my participation in this study, I will notify my director and
submit all the composed details. He has all the rights to contact me to get any data
regarding this study. My name is Shenbaga Sundar and available in mobile contact
number: +1 737 346 1219 and email address is mailtoshenba@gmail.com
VOLUNTARY PARTICIPATION
My participation in this study is entirely voluntary. My decision not to participate will not
have any negative effect on this case. I can decide to participate now, but withdraw my
consent later and stop being in the study without any loss of benefits to which I am
entitled.
DURATION OF STUDY INVOLVEMENT
This research study is expected to take approximately 2 business days with 3 hours of
work per day. Only one participant is involved in this study. It went through multiple
review process and all review comments were in-corporated.
There is a follow-up period involved.
Review process and its implementation took one hour time.
PROCEDURES
The protocol director advised all listed solutions to the identified issues in both onshore
and offshore teams. This project’s onsite location is Lees Summit in Missouri, United
States of America - 64086. Its offshore location is Chennai in Tamilnadu, India.
2. STANFORD UNIVERSITY Case Study Form
Protocol Director: Jerome Francis Peter ArunKumar
Protocol Title: Looking Inside: Client Management
Page 2
IDENTIFIED ISSUES AT OFFSHORE LOCATION
1. Diwali Festival in India (November – 2015) which bagged two business days as
holidays at offshore location to all employees
2. Followed by Diwali holidays, Employees took their own annual paid leaves which
made the entire business week look fruitless to the eyes of Client
3. Chennai floods in the month of December 2015 which made the entire city in
dark for three business days in a week
4. Huge impact of flood, which dented the city’s communication and transportation
system – it made the entire week look un-productive
5. Offshore work location migrated to a new locality which is far away from the city
limits
6. Adolescent planning by offshore delivery management, resulted in no proper
allocation of personal computer to project resources
7. No sufficient VoIP (Voice over Internet Protocol) phones at offshore location. It
made difficulty to daily onsite & offshore sync-up calls
8. Allocated VoIP (Voice over Internet Protocol) phones at offshore location were
not connected/placed near personal computer table – it made the WebEx
meetings meaningless
9. No individual login credentials to project’s Production applications and remote
desktops
10.Offshore resources were made to work for other internal teams apart from their
allocated project
11.No offshore status emails were shared to Client Managers. This made offshore
completely hidden in an Island as per Client.
IDENTIFIED ISSUES AT ONSHORE LOCATION
1. Onsite team is not well-balanced. Team is formed with a bunch of folks with their
experience level at extreme ends
2. Team reporting hierarchy is not systematized
3. Client manager is bounced back and forth with daily task enquiries by all team
mates in the early hours of the day. A standard protocol is not followed.
3. STANFORD UNIVERSITY Case Study Form
Protocol Director: Jerome Francis Peter ArunKumar
Protocol Title: Looking Inside: Client Management
Page 3
4. Internal team communication happen using Indian regional language. A common
language (English) is not used as a medium. It has more possibility to reflect as
racial discrimination.
5. Delivery manager also uses regional language to get status updates and for
internal quick discussions within team
6. Work from Home option on all Fridays is expected from one of the senior most
employee of the team
7. Employee passion is not considered during team work allocation. Example – If a
resource wishes to do automation, he is hand-cuffed to do manual tasks.
8. Project automation code base access is not given to all
9. Automation code base walk through is not shared with all in the team. It is
primarily owned by offshore resources.
10.When a defect is found and reported about the project automation framework,
development team takes it personally and feels it as an insult
11.There is no team email distribution list created
IMMEDIATE ACTION TAKEN by Onsite “Delivery Manager”
1. All client emails are acknowledged immediately during onsite business hours (9
AM CST to 6 PM CST) and also during offshore business hours (9 AM IST to 6 PM
IST)
2. Daily offshore and onshore sync up call initiated during offshore morning timing :
10:00 AM IST
3. Daily individual status email is shared by onsite and offshore team to client
managers
4. Entire team is added in all email communications
5. Whenever an allocated project task is completed, a separate email status is
broadcasted to Client managers along with the entire team
6. Team lunch with entire onsite team and Client manager
7. Delivery Manager had one-on-one discussion with Client Manager
8. Delivery Manager had daily discussion with entire onsite team and attended few
sync up with offshore team
9. Delivery Manager personally had one-on-one discussion with both onsite and
offshore team
4. STANFORD UNIVERSITY Case Study Form
Protocol Director: Jerome Francis Peter ArunKumar
Protocol Title: Looking Inside: Client Management
Page 4
10.Delivery Manager had identified the potential of the resources and allocated
individual tasks. Made sure that the entire project tasks were equally shared and
completed by team.
11.Delivery Manager followed the PMP lesson of interaction with all in the team
(Small talk) daily in the early hours of the day to study the mood of the team.
This is one of the best practices followed in Google.
IDENTIFIED SOLUTION FOR ISSUES AT OFFSHORE LOCATION
1. When the personal computer allocation issue is escalated by onsite teammates to
onsite delivery manager. They got a tricky response from onsite delivery
manager which implicitly conveyed the message that “We will have to live with
this issue. No other defined solution”
2. Daily individual status email from offshore team
3. Onsite delivery Manager had sync-up meetings with offshore delivery head to
make sure the basic requirements like personal computer, Voice over Internet
protocol phones and logistics issues were addressed.
IDENTIFIED SOLUTION FOR ISSUES AT ONSITE LOCATION
1. All client emails were acknowledged on time
2. Pending project tasks were shared to offshore team by end of the day
3. Email communications which are left unclosed were pulled and fixed
4. Daily work allocation is shared equally
5. Individual user login account requests were initiated
CONFIDENTIALITY
The results of this research study may be presented at project management or
Information Technology Management meetings or published in Computer Science
project management journals. Client identity and/or personal information will not be
disclosed except as authorized by you or as required by law. However, there is always
some risk that even de-identified information might be re-identified.
5. STANFORD UNIVERSITY Case Study Form
Protocol Director: Jerome Francis Peter ArunKumar
Protocol Title: Looking Inside: Client Management
Page 5
Information may be provided to Federal and other regulatory agencies as required. The
Information and Technology Project Management, for example, may inspect research
records and learn your identity if this study falls within its jurisdiction.
FINANCIAL CONSIDERATIONS
It is entirely voluntary. It is clearly stated that the participant will not be paid for
participating in this research study.
CONTACT INFORMATION
Protocol director: Jerome Francis Peter ArunKumar
Study guide: Pandiarajan Gopal
Participant#1: Shenbaga Sundar