Your executive Partner in achieving Project Management Excellence IBCL-PMI - Project Management & Outsourcing Seminar use only Outsourced IT project to India Lessons learned from a customer point of view Alain MAQUET, PMP Program Manager Luxembourg – Wednesday, 9th February 2011

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Agenda  The project actors  Project objectives and context  Why outsourcing to India and to ITC Infotech  Global assessment of the project Scope / Time / Cost / Quality balance Quality of deliverables Technical Functional & non-functional Respect of timeframe Communications  Lessons learned  Personal conclusions … in 25 minutes

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Actors  Champ Cargosystems (Luxembourg) –CCS is the market leader in providing integrated software solutions to air cargo carriers … –Headquartered in Luxembourg and with offices in London, Zurich and Atlanta  ITC Infotech (Bangalore - India / London) –ITC Infotech, a global IT services company, is a fully-owned subsidiary of ITC Limited, the US$ 6 billion diversified conglomerate. –Headquartered in Bangalore, India, with subsidiaries in UK and USA  Launch customer of the application (Luxembourg) not named  Independent project manager (Luxembourg) Alain Maquet 3

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only  Project objectives Business : Complete Champ’s solutions portfolio Technical : Deliver to Champ “Weight & Balance Application R1.0” In time and budget Complete application code Online documentation Stand alone and server based deployments Positioning : The application must be on a top list versus competition Fully graphical Easy to use (drag and drop) Fully integrated with Cargo IMP messaging Project objectives & Context… 4

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Project objectives & Context…  Context (April 2008) Legacy solution for on Excel 2003 not to be migrated While workstations are being migrated to new Excel 2007 Previous experience with outsourcing development to India Challenged New Boeing 747-8F announced for Sept Handbook with structural details not published by Boeing 5

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Why ITC Infotech  … why would you outsource to India ? 6

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Why ITC Infotech  Technical qualifications A core team of highly qualified people  Expertise in the industry (Transportation / Air cargo) Team leaders have recognized experience within air cargo industry  Capacity to respond quickly to “any” need of resource The 25 to 40 people of the team have colleagues  Quality certification ISO 900x & CMMI level 5 processes  Price Fixed price agreement and commitment from very early in the negotiation 7

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Global assessment of the project  Scope / Time / Cost / Quality balance SRS, HLD, LLD required extended period Scope « understood » was delivered on time and with the required technical quality Complete « expected » scope delivered during warranty period within agreed delay and technical quality Cost : fixed price + 3.5% change requests 8

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Global assessment of the project  Quality of deliverables Technical Source code : well documented, clean, following good standards… Documentation : complete Functional and non functional All functions in SRS have been delivered… after re-alignment of scope understanding (detected in acceptance) But only basic behaviors have been considered … following exactly the scenarios described in SRS (no projection to misleading users) Screen ergonomy had to be reviewed locally (with launch customer) 9

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Global assessment of the project  Respect of timeframe No flexibility on schedule… until Boeing delays announcement Timeframe always respected Timeframe vs. risks 10

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Global assessment of the project  Communications British English, Indian English, Luxemburgish English…. Not always easy to understand each other Written documents were the “safer” approach … but could never be as complete as required for a perfect adaptation to the project Body language misunderstanding Time zones’ differences left only a few hours for common free slots … but is very convenient for being productive ! Demultiplication of security policies makes file / code exchange difficult 11

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Lessons learned  Communication is key for local project… … and is vital to outsourced project Every single detail cannot be written and communication channels must be defined to allow controlled information flows Consider partial re-location of teams Adapt travel budget Share common repository from the beginning of the project  Fixed price contract are too restrictive toward scope adaptations 12

© 2011 Threon | All rights reserved IBCL-PMI - Project Management & Outsourcing Seminar use only Personal conclusions  Very confident to consider again outsourcing to India for any new medium / large size software development  Will take time at the beginning to define / set-up communication channels and communications’ systems  Will have different approaches between functional and non-functional requirements … for the later one : will consider re-location  Really enjoyed the project 13

Your executive Partner in achieving Project Management Excellence IBCL-PMI - Project Management & Outsourcing Seminar use only Thank you … and special thanks to Champ Cargosystems