Delivering IT Service Management Consulting from Offshore – Part 2
In my last entry I discussed some of the benefits of the offshore consulting model, of which there are many, and concluded that overall it was definitely advantageous to the customer. In this posting, I want to open the door a little into some of the challenges I came across when working offshore and what I did and suggest could be done to address them...
As mentioned in my last entry, I am used to fairly frequent and rich client interaction, putting to use a number of soft skills and making judgements on when to probe further on certain issues and just as crucially when to leave alone. I especially enjoy a good debate and the process of challenging existing modes of thought. I like getting to the nub of a problem and directing activity to root cause type solutions rather than just addressing things on face value.
It would be dishonest to pretend that as an offshore consultant you get this same kind of opportunity, it just is not possible, especially when working with a customer in the U.S. where the time difference is so pronounced. You are reliant on your onsite counterpart to relay their interpretation of client interactions, agreements and events and then take direction from them on next steps. There is limited room in this context for the creative contribution of solution ideas from offshore. Having said that, my onsite counterpart was very willing to engage in debates on project approach and the like, which was great.
To get even more out of the process I think requires some selling of offshore capabilities, i.e. getting the client to buy into the fact that further quality can be delivered from offshore and preparing them for slight in-flight course adjustments as a result. The offshore consultant has the advantage of both being physically and mentally distant from the client therefore giving them an objective view of the work, sometimes this can lead to clearer insights.
There can also be a tendency for an onsite consultant to focus on all the nice creative stuff and expect to ship out all the leg work offshore and I have heard stories of this kind of thing. This is to a degree correct in the context of the model, but a balance needs to be found, it should not work exclusively in this way. I know, as when I was working in previous companies I had to do the client relationship stuff and the leg work that backs it up. In long term assignments such an approach is bound to de-motivate the offshore consultant and they are in danger of just feeling like a robot that has to do as programmed from over a thousand miles away.
As previously mentioned, the offshore role is naturally subordinate, given this I am not sure that it is always ideal to have highly experienced consultants working in this situation. What the role does offer, however, is an excellent proving and development ground for less experienced consultants, giving them the confidence and exposure to projects, enabling them to grow into more senior roles at a sensible pace. In practice this is very much the model that is employed at Infosys.
I am really glad I took the time to work in Bangalore as now I feel that I will be able to work with my offshore colleagues far more effectively when I’m onsite. I will try to keep in mind the need to take on board suggestions and leave space for input from offshore and ensure that those suggestions are visibly taken up with the client. I will probably be spending most of my time in Europe so given the time difference is not as acute as the U.S. this will also mean I can include offshore colleagues in client meetings over the phone. Finally, I have got to know a lot of my colleagues who often work offshore much better and I am sure this will make working with them a lot easier and more enjoyable.
On a personal note, I have taken pleasure in growing a beard, just because I can in India, I would not dream of it in the UK!
Unfortunately, I will be leaving India soon, so I think in my final blog of the series I might discuss some of the general aspects of living in India and some of my more interesting experiences (and of course shave off the beard 
)…
Comments
nice read... looks like you have traced the mindset and expectations of the offshore people!! It would surely be a pleasure working with you in future!
Posted by: Divya Makhija | July 10, 2008 10:47 AM
Hi Bruno,
Nice to know that you have enjoyed coming to India and your comments are indeed very true about the Offshore and Onsite Model.
Couple of pointers that I would like to bring about with my experience...
a)Offshore Team more often delivers a substantial amount of work as requested by Onsite Counterpart - By doing this they conquer unknown territories and prepare a very good back up and support.
B) One thing that offshore team misses out badly is the client interface which is a key parameter to understand/empathize from customer`s perspective.
Consultant working on Offshore and then moving to Onsite gives an end-end perspective of how the whole cycle operates.
Do keep writing!!
Best Wishes
Suresh GP
IT Service Manager(V2)
ITSM Consultant
Posted by: Suresh GP | July 21, 2008 04:49 AM
Hi Suresh,
Thanks for the comments, and yes, my expereince in India was truly enjoyable. I am now back in the UK and the beard has gone!
I agree with you on your first point. I guess it is partly related to the increased productivity due to the division of labour as discussed in part 1 of the blog, as well as the way in which offshore support is provided. As you say, it enables the project to push further than it might otherwise in the normal timescales.
Second point is also true. Related to my fist point in the above about the limitations of offshore consulting and client interaction, but highlighting the dimension of empathizing with the client. In part 1, however, I mention how in certain circumstances this might aid an objective approach to problems. On balance though, you are right to point out that the offshore consultant misses the client interface.
Thanks again for your comments and encouragement!
Regards,
Bruno
Posted by: Bruno Calver | July 22, 2008 09:33 AM