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Presentation to The 8 th Annual Localization and Industry Showcase Challenges and Solutions for Presentation to The 8 th Annual Localization and Industry Showcase Challenges and Solutions for Managing Projects in China November 19, 2003

8 th Annual Localization Conference and Industry Showcase Presentation Overview v What I’m NOT 8 th Annual Localization Conference and Industry Showcase Presentation Overview v What I’m NOT going to do today: • Will NOT focus on Simplified Chinese localization, or Asian languages v What I will talk about: • Discuss benefits of utilizing this center to perform internationalization and localization services for all locales, including non-Asian languages • Share our experiences with establishing a China-based globalization development center v Topics covered: • Introduction to Symbio • Why China? • China-based Globalization Best Practices Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Introduction to Symbio is an engineering-oriented globalization services provider v v Founded in 1994 Introduction to Symbio is an engineering-oriented globalization services provider v v Founded in 1994 • IBM product development heritage Number of employees: 280+ • US – 6 offices • International – 6 offices • Development Centers – 5 labs Number of clients: 200+ • Over 1, 000 projects • 100% reference-able track record • 90% annual repeat business Privately-owned by management and employees • Organic growth funded entirely by operations • Subsidiaries registered for IPOs in Tokyo, Hong Kong and Taiwan Symbio’s Business Model Product Development Software & Technology QA & Testing Financial Services Globalization System Implementation Telecom & Mobile Maintenance Media & Content Tech Support A full lifecycle partner for all your development outsourcing needs Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Introduction to Symbio Our global presence helps us serve the world’s leading companies Symbio’s Introduction to Symbio Our global presence helps us serve the world’s leading companies Symbio’s Worldwide Presence United States: Boston Charlotte Los Angeles Seattle (Lab) Silicon Valley Washington DC International: Beijing (Lab) Ho Chi Minh City Taipei West (Lab) Taipei East (Lab) Taipei South (Lab) Tokyo Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

8 th Annual Localization Conference and Industry Showcase Topics Covered v Introduction to Symbio 8 th Annual Localization Conference and Industry Showcase Topics Covered v Introduction to Symbio v Why China? v China-based Globalization Best Practices Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Why China? China possesses unique technical skills for globalization v China is quickly becoming Why China? China possesses unique technical skills for globalization v China is quickly becoming a center for internationalization • China-trained engineers natively code for double-byte software requirements • Faster learning curve to pick-up I 18 N and Unicode engineering v China has a large, growing pool of software engineers • China granted 465, 000 engineering degrees last year, comparable to the number of graduates in US • Consistently ranked amongst the world’s top universities NOTEWORTHY FACT: A Chinese University won last year’s world championship in computer programming In US-based Association of Computing Machinery’s (ACM) 2002 International Collegiate Programming Competition (ICPC) held in Hawaii, Shanghai’s Jiao Tung University took the #1 spot, followed by Tsinghua University in #4 and Fudan University in #7. Only 3 Asian universities made it into the top 10, all from China. Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Why China? China’s infrastructure is quickly becoming one the world’s best v China’s Internet Why China? China’s infrastructure is quickly becoming one the world’s best v China’s Internet infrastructure is wired with fiber • New developments are wired with fiber optic “last mile” connections v Highest growth in telecom in the world • Fixed line costs are rapidly decreasing • However, wireless telecom is becoming the primary standard Source: World Bank, Wall Street Journal Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Why China? China maintains a comparative cost advantage v On average, China’s salaries are Why China? China maintains a comparative cost advantage v On average, China’s salaries are below that of other major offshore development centers Source: Economist, CCW Research, 3 J Research Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Why China? China’s fast-growing domestic market creates revenue opportunities v China’s IT industry is Why China? China’s fast-growing domestic market creates revenue opportunities v China’s IT industry is becoming one of the largest in the world • China already leads PC sales growth and volume in Asia, and will become the second largest market in the world by 2006 • China will become Intel’s largest customer this year v Sending work to China is a “two-way street” • Not only leverage operational benefits, but also an investment to grow China-based business opportunities v Companies are building China-based teams to ramp-up in-country product development and support capabilities v “Made in China” government initiative Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

8 th Annual Localization Conference and Industry Showcase Topics Covered v Introduction to Symbio 8 th Annual Localization Conference and Industry Showcase Topics Covered v Introduction to Symbio v Why China? v China-based Globalization Best Practices Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Refine the globalization project scope for language requirements Globalization Core Development Planning Best Practices Refine the globalization project scope for language requirements Globalization Core Development Planning Analysis Work Well. Suited for China • • Internationalization Engineering Program Management Internationalization Double-byte Enablement Unicode Development I 18 N Testing Localizability Testing Pseudo-Localization I 18 N Testing L 10 N Testing • • • L 10 N Project Management L 10 N Engineering and Support Desktop Publishing L 10 N Functionality Testing Language Verification Testing (LVT) for Asian Locales • Script-Based LVT • Build Engineering Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Identify the critical business drivers at outset of the engagement Process Technology Best Practices Identify the critical business drivers at outset of the engagement Process Technology Cost Reduction People Delivery Acceleration Business Drivers Risk Mitigation / Project Dispersion Team Flexibility Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices There a number of delivery models that can be utilized for China Best Practices There a number of delivery models that can be utilized for China Process Module/Object-Based Cost People Site B t=0 Primary Business Driver Technology Site A delivery Phase-Based Risk Mitigation Most Typical Site A Site B Integrated Flexibility Site A Site B Follow-the-Sun Delivery Acceleration Site A Site B Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Methodologies and processes checklist Process Project Management Processes • • Asset Management Best Practices Methodologies and processes checklist Process Project Management Processes • • Asset Management Processes • Release management • Configuration management • Security: physical, individual, logical Production Management Processes • • Management Oversight Processes • Audit and review project performance • Escalation processes Continuous Improvement Processes • Project operations improvement • Continuous process improvement • Industry standard QA & process compliance Ongoing project operations Personnel issues Project performance Level of service management Technology People Environment integrity System testing Acceptance testing Production turnover Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Infrastructure is the most basic technology requirement v Work with partners who Best Practices Infrastructure is the most basic technology requirement v Work with partners who are in new facilities • Check to see if they actually pay rent Process Technology People v High bandwidth connections at all sites • Private internal networks • VPNs v Establish consistent hardware and software platforms • Lots of Linux; fewer for other flavors of Unix • Redundancy is key, best if global Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Collaborative technologies need to be “just there” for China-based teams Process Technology Best Practices Collaborative technologies need to be “just there” for China-based teams Process Technology People v Most Chinese teams are well-trained in collaboration tools Time v Key objectives: Synchronous • Communication • Team memory and knowledge center • Provide 360 degree views • Community Asynchronous • Video conferencing • Audio conference Place Same • Voicemail • Chat/instant messenger • Groupware • E-whiteboard Different • Email • Calendar/schedule • Virtual reality meeting • Discussion lists • Meetingware Source: Erran Carmel. Global Software Teams: Collaborating Across Borders and Time Zones , Upper Saddle River, NJ: Prentice Hall, 2003 Symbio. Sys, Inc. All Rights Reserved 1999 Copyright ©

Best Practices Symbio’s Avatar System Powered by Remedy ARS Symbio Avatar Systems Development Methodologies Best Practices Symbio’s Avatar System Powered by Remedy ARS Symbio Avatar Systems Development Methodologies • • • Project Management Project Delivery Asset Management Production Control Continuous Improvement • Resource Management • Project Staffing • Resource Training Management Methodologies Collaborative Technologies Well. Managed Projects • • • Design Chain Control Process Monitoring Escalation Management Impact Analysis Version Control • • Bug Tracking (Sym. Track) Programming Tools Knowledge Base (Sym. Base) Analysis Tools Project Tools Role-Based Digital Cockpits Client View Project Team Project Office Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Symbio’s Avatar System Process Technology People Copyright © 2003 Symbio. Sys, Inc. Best Practices Symbio’s Avatar System Process Technology People Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Project Team Design Process Technology People Executive Management Internationalization Methodology China Lab Best Practices Project Team Design Process Technology People Executive Management Internationalization Methodology China Lab Localization Global Teams Individual Roles: Project Manager Program Manager Product Specialist Committees: Project Management Technical Oversight Project Process Technology & Support Translation Teams Project Office Technical Writing QA & Testing Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Teams need to be conditioned for cultural and distance issues Process v Best Practices Teams need to be conditioned for cultural and distance issues Process v Think in “shifts”, not time zones Technology People v Formalized communication protocols need to be in place for Chinese team to follow • Avoid consensus-based decision-making Response Times • Email within 1 business day • Voicemail within 24 hours • Define priority levels and expected response times Frequency • Regularly scheduled meetings • Regularly scheduled reports Awareness • Reporting into knowledge base Escalation • Support mechanisms for communication breakdown • Liaisons for troubled interactions Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

Best Practices Creating a common team culture requires active socialization with Chinese teams v Best Practices Creating a common team culture requires active socialization with Chinese teams v Maintain small, intimate teams Process Technology People v Make Chinese team feel a part of your team • Encourage lateral communications • It’s ok to get “personal” v Avoid geopolitical discussions v Foster an atmosphere where shared rituals, stories, symbols and language can emerge • Encourage “war stories” • Encourage informal communication • Allow discussions to go “off the beaten path” – to a degree Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved

8 th Annual Localization Conference and Industry Showcase Thank you. Any questions? Contact information: 8 th Annual Localization Conference and Industry Showcase Thank you. Any questions? Contact information: Eddie Fong President & Chief Strategy Officer Email: [email protected] com URL: www. symbio-group. com Copyright © 2003 Symbio. Sys, Inc. All Rights Reserved