Offshoring Application Management Governance Framework 2 FO

Offshoring Application Management Governance Framework (2) FO + BO Organizations Skills sets Sites Organization Regular vs non Regular services Covered by contract Out of scope Working Days Front Office Back Office Governance Topics Conferencings Reporting Communication Escalation pública

New Delivery Model (1) Multi Site Language Program 18 Sites in 3 states Technology Focus per site Multi languages Attend as much as possible in clients language Career Integration Contact Center Partnership with Universities Integrated career planning between Contact Centers, Software factory, ITO and BPO Several partnerships in different cities and states Innovative costing model Trainee program Co-definition of curricular grade pública

New Delivery Model (2) Working Calenders FO-BO model Front Office Back Office Customization per project based on Templates English Tools A pre-requisite for new hirings Continuous investment program Management tools Productivity toos From market and proprietary pública

New Delivery Model (3) KPI Driven Clients and internal metrics and goals Published regularly in management portal Certifications / processes Ø CMMI Ø ISO Ø SOX Ø PMI Ø Technologics pública

Evaluate Performance KPI’s levels per Technology KPIs design & definitions User Support Technical Support Corrective Maintenance Evolutions Developoment Response Times Penalty & Bonus Systems Response Times Severity levels and definitions Per Service Type & Technology Limits of contract value Calculation Frequency Compensated by bonus system pública

Resources Management Staff Hiring Staff Development Profile aligned to business Interested in international opportunities Technical training programs Language Reiforcement Focus on offshore Services Create Offshore Environment Use of languages Culture Lectures Meetings for exchanging experiences Multi-cultural Teams Staff Retention Career Planning Co-investiments programs Recognition Corporative growth perspective pública

São Jose dos Campos Sinergies with Voice BPO Expansion Proximity São Paulo Education Level Partnership with Universities pública

Management in Offshore Projects => some examples Management of: Governance SLA Relationship Technology Staff pública

Issues for Ramping up a project Positions 500 positions English speaking Infrastructure Communication Contingencies Security Methodology Staff Knowledge deployment English speaking Skilled Experienced pública

Productivity improvements in offshoring projects Training FO-BO model Processes Reuse Code pública

How to reduce risks in offshoring projects? Due Diligence Transition Scope Validation Resource Strategy Volumes Documentation Check In & Check Out procedures Knowledge Transfer Templates Knowledge Deployment Model Set Up Template Go Live Governance Model Use a proven Framework From Go Live to SLA on short term Stabilization phase SLO phase pública

Risk Reduction Approach COMPLEXITY HIGH LOW MEDIUM RISK HIGH LOW MEDIUM pública