Based on our value compass methodology, client implementations are managed using a standard framework across three levels. Details at each level may vary depending on the type of project but a standard framework helps us in managing risks, understanding client expectations and delivering. The processes for each of these levels can be classified as:
- Strategic/Managerial
- Collaborative
- Technical/Project
A brief description of these process areas is:
 Strategic/Managerial Processes
This area covers the engagement at the highest level and includes:
- Financial management - determines the overall costing function of the engagement and how we maintain key metrics that relate to finance.
- Cultural fit – critical for long term relationships and defines the way vendor team/organization does business and defines collaboration. The other aspect of this is related to diversity in backgrounds and work styles and how to bridge these gaps
- Relationship scorecard - this covers several areas that go beyond tactical performance. We use Service Level Agreements and Balanced scorecards to align the business goals with execution performance.
- Risk Management - infrastructure, disaster recovery, human capital, information security
Collaborative Planning Processes
This covers processes that ensures both teams can work successfully:
- Functional processes - what formal processes are followed for project management, client engagement and delivery management. The level of certification and plans for future improvements.
- Methodologies - in software development and project management. Are they standard or custom and how do they integrate with the client methodologies
- Tools - used for project management, configuration management, defect tracking, client engagement, collaboration, source control, development, testing, etc
- Quality of talent - How are employees trained (initially) and how are they kept up to date on new tools and methodologies. How does the vendor manage retention/turnover?
- Knowledge Management - does the vendor have domain knowledge in specific industry verticals. What are the different areas of technical expertise ?How do they manage knowledge sharing with the client
- Reliability - testing and QA; metrics used to show quality. On time and on budget record
Technical Implementation Processes
This area includes all the methods, tools and techniques to cover the ‘”how do we do it” section of any project. Some of the key areas are:
- Requirements management
- Technology platform assessment
- Project Costing and scheduling
- Quality Assurance Plan
- Testing and Deployment Plan
- Performance measurements
- Issues and action management plan
- Communications Plan
- Change Control Plan
- Project Document Management and archiving
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