Starting and managing the operation

The last phase involves making sure that the team functions efficiently and effectively, and produces good results. Some ODC providers basically let clients take care of this aspect on their own, but at WorldPartner clients receive help all the way, including an offer to implement processes using WorldPartner’s toolbox to ensure that client investment generates expected results.

You Manage Operations

There are two approaches to take when setting up an ODC – either the client contracts WorldPartner’s assistance to get functional processes in place or the client takes care of such on their own.

Should the client opt to manage ODC operations, he must understand that he takes on responsibility for the ODC’s success. Such an approach generally requires strong internal procedures or well-established routines for managing productivity and quality. The alternative to this is direct and daily one-to-one management of a team of a limited size.

If client processes are well documented and supporting tools are in place, then he may be able to manage the team without ever visiting WorldPartner. While WorldPartner agrees with this set-up, it does not necessarily recommend such a process, since the starting phase is extremely important in getting the right environment in place.

Some clients actually choose to have their home employees sit with the ODCs for the first few weeks or months; thereby, getting processes and methodologies in place. This definitely means a lot to ensure the success of an ODC so such an approach would have WorldPartner’s full support.

Most important is the understanding that the client who wishes to manage operations also takes on sole responsibility for the success of the team. It is the cheapest way to get started but it also requires a great amount of effort and involvement on the part of the client.

WorldPartner-managed Operations

When a client hands over the full operations management of the team to WorldPartner, the WorldParter ODC Optimization Team (WOOT) takes responsibility for its success. WOOT ensures that functional structures are in place to manage all aspects of the operation of an ODC.

Over the years WorldPartner gained deep experience and developed various tools for getting overseas development centers to function successfully. When new ODCs start up with WorldPartner, the client can expect support knowledge transfer and tools implementation during the initial period so that the ODC is certain to have a strong start.

There is no foolproof answer to the question, “What is the best procedure for ODC start-up?” It depends on the project, employee resources, products, and existing processes of the client.  Some analysis and discussion need to take place so the client and WorldPartner can agree on the composition of the ODC team, responsibilities, and means of communication.