1. Why Ukraine? Brian Borack Chief Operating Officer at SoftServe

2. Topics 1. Decision making process 2. Key success factors 3. Lessons learned

4. Lviv Zhytomyr Fastov

6. * * * * * Issue – Diversification & Talent Development Centers (2010) – US, UK, Israel and India

7. Industry Research on Outsourcing  Gartner  Forrester  And more… Known Vendors  Top Outsourcing companies Industry Friends and Family  Industry Friends and Family Steps to Build Criteria for Where to Go

8. Top 10 Decision Criteria from Gartner *Gartner Research Oct. 2010 Offshore Services Analysis  Language  Government Support  Labor Pool  Infrastructure  Educational System  Cost  Political and Economic Environment  Cultural Compatibility  Global and Legal Maturity  Data and Intellectual Property Security and Privacy

9. And Then I Added More…  Travel Accessibility (VISA)  Timezone  Market (Sales Opportunity)  Attrition Rates  Salary Inflation  Experience in the Region  References

10. Now Where to Go – Top 4 Finalists  Eastern Europe  Asia  South America  US On-Shore  ….

11. Decision Criteria and Rankings ArgentinaChinaRussiaUkraine Gartner Criteria RatingsWeightRawWeightedRawWeightedRawWeightedRawWeighted Language3393939412 Government support133773311 Labor pool53155255 420 Infrastructure133773311 Educational system3395155 5 Cost55255 315525 Political and economic environment133771111 Cultural compatibility35155 5 39 Global and legal maturity339393939 Data and intellectual property security and privacy313133913 Total Gartner Score 329448122341042896 Additional Criteria Travel Accessability155113355 Timezone3721135155 Market (Sales Opportunity)3397213939 Attrition Rates3515395 721 Salary Inflation3393939515 Experience in Region33913131030 References339395151030 Total Score 29771955256945125 Total Score 61171671775917373221 Rankings 33224411

12. And the Winner…. China Almost Won! 1.Talent 2.Cost 3.Education System 4.Language 5.References 6.Attrition 7.Timezone 8.Experience 9.Ease of Travel

13. Final Validation Business Risks (2010) Threat LevelFuture Indicator Political Stability High Improving Economic High Improving Infrastructure Medium Improving Business and Regulatory Environment High Improving Corruption High Continued Labor Low Continued Security – Terrorism Low Continued Security – Crime Medium Continued Future Environment Medium Improving  References  3 rd Party Risk Validation

14. Final Decision – Partnership or Captive?  Risk Mitigation Strategy with Partner Model  IP Assignment  Compliance/Ethics Policy  Information Security Policy  Code Reviews 10 Criteria for Contract  Multi-year Contract  Defined Cost Increases  Termination Clause  SLAs with Penalties

15. Key Success Factors Client Centric Communication Ownership

16. What is Client Centric? 16

17. Before…

18. Now…

19. What is Communication? 19

20. Before…

21. Now…

22. What is Ownership? 22

23. Before…

24. Now…

25. #1 Lesson Learned All About Expectations

26. Problem: I want to see my coffee Requirements for Solution: 1. Must hold hot coffee 2. Maximum amount of coffee to be visible 3. Must sit on my desk

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29. How Did the Story End?  Hundreds in ~ 3 years  Driving Strategic Projects  High Client Satisfaction

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