Second Generation Offshore Software Outsourcing ... - Harvey Nash

Second Generation Offshore Software OutsourcingFrom Uncertainty to Security

TABLE OF CONTENTSSafeHaven Program Overview . . . . . .1Vietnam: Its Time Has Come . . . . . . .2Offshore Services . . . . . . . . . . . . . . . . . .3Offshore Skills . . . . . . . . . . . . . . . . . . . . .4SafeHaven Migration Approach . . . ..5The Five Phases of Migration . . . . . . .6Due Diligence . . . . . . . . . . . . . . . . . . . . .7Planning . . . . . . . . . . . . . . . . . . . . . . . . . ..8Preparation . . . . . . . . . . . . . . . . . . . . . . .8Transition . . . . . . . . . . . . . . . . . . . . . . . . .9Transformation . . . . . . . . . . . . . . . . . . . .9Knowledge Transfer . . . . . . . . . . . . . .10Offshore Health Check . . . . . . . . . . . .11Welcome to Safety.Adventure has its place, but not in your offshore technologystrategy. As you work to achieve greater IT efficiency and expandyour resources through offshoring, you are also seeking a safehaven from the many storms that can affect the marketplace—from economic crises and political unrest to business corruptionand talent shortages.Harvey Nash has spent roughly 10 years cultivating two world-classoffshore safe havens in Vietnam, a country that has become oneof the decade’s greatest economic development success stories,a land of growing innovation and the home to a young, rapidlyexpanding and technically gifted workforce.Together, Harvey Nash and Vietnam offer a secure, experiencedand proven offshore solution in a world of uncertainty. OurSafeHaven program, outlined in detail in this article, offersbusinesses with struggling offshore projects and partnershipsa safe, secure and successful migration to a Harvey NashOffshore Center of Excellence. I invite you to read, learn andget to know Harvey Nash Offshore and our SafeHaven program.Sincerely,Anna FrazzettoVP of Technology SolutionsHarvey Nash USA

Second Generation Offshore Software Outsourcing - From Uncertainty to SecurityHARVEY NASH–AN OFFSHORE SAFE HAVENWhen an offshore provider fails to meet expectations and putstechnology objectives at risk, what are your options? A world,literally, of offshore locations and vendors stands at the readyto serve. But, you need much more than a new provider orchange of scenery. You need an offshore safe haven whereseasoned offshoring experts and highly skilled technologistsrapidly and rigorously transition struggling projects intoworld-class IT solutions.Harvey Nash SafeHaven ProgramYour customers and your business objectives do not have to paythe price for a failing offshore relationship. Harvey Nash hasdeveloped a SafeHaven program designed to restore excellenceand performance to struggling or failed offshore projects.Combining rigorous migration processes with our proven solutiondelivery approach, Harvey Nash SafeHaven offers certainty—assured results, rapid transition, guaranteed standards ofexcellence, steadfast technical and service teams—to businessesin need of a profound offshore solution upgrade.Harvey Nash Offshore CredentialsHarvey Nash has been delivering world-class software servicesfrom Vietnam for nearly 10 years. Our long track record of successand growing list of global customers are evidence of our ability todeliver the offshore results and support businesses demand:• A minimum 10% decrease in operational costs.• Re-invigoration of performance and quality.• Flexible, responsive, expert service.• First-rate IT skills and professionalism.• Mitigation of offshore provider migration risks.Two Offshore Development Centers—VietnamWe have two offshore development centers in Vietnam:one in Hanoi with 3,400 staff members and the other inHo Chi Min City with 1,100 staff members. We are alreadya trusted partner for the likes of Barclays Bank, Honda,msnbc.com, Discovery Channel, Petronas, Unilever, Hitachi,Capita and even the U.S. government. Through independentauditors, Harvey Nash’s offshore development centers areCMMI Level 5, ISO 27001 and BS 7799 certified.A Model Designed to FlourishOur success is underpinned by a business model in which…• Harvey Nash Inc. takes full commercial and deliveryaccountability. For both legal and contractual purposes, weWhat Results Can You Expect?Significant Cost ReductionsFor a business already using a first generation offshoreprovider, Harvey Nash expects to drive down costs by atleast 20% and lower long-term overall cost of ownership.The pressures driving up costs in places like India will notimpact Vietnam for many years, enabling us to offerextremely competitive rates.Delivery Excellence & Productivity GainsWe have an exceptional record for on-time and on-budgetdelivery, but that’s just a starting point. Our flexible,customizable processes boost development productivity by asmuch as 35%. Your industry has its own “tempo” driving thetiming and rhythm of change. We will help you beat that cycletime in order to get ahead of your competitors.Value-Added ServicesThe first global wave of outsourcing focused on commoditizedsoftware development and support. We’re a second generationsupplier and thus provide much wider technology, industry andbusiness process expertise. We don’t just create code. Wecreate business-focused code and support you across theboard to increase your business success.are a fully regulated, publicly traded company with offshorecenters. We are not a foreign company with a few employeesin the U.S.• Our approach to the management of projects is open andcommunicative.• We encourage small initial engagements, which naturallygrow in size as relationships mature.• We protect your information as if it were our own. Ourcenters are BS 7799 and ISO 27001 accredited.Technical Talent: Capabilities & CapacityThe breadth and depth of our technical and organizational skillsare first class. Most of our employees are college graduates andmost have second degrees. New employees typically spend 18very intensive months on local assignments before they areallowed to work on offshore projects.We have an incredibly low staff turnover of 6%. The outstandingquality of our teams combined with the stability and loyalty ofour workforce give clients tremendous confidence in our abilityto take on challenging assignments, demanding deadlines andseemingly impossible projects.Harvey Nash Insight | P1

VIETNAM: ITS TIME HAS COMEVietnam is rapidly becoming a hub of technology and innovation excellence thanks to a growing economy, a young, motivatedworkforce and dedicated government commitment to welcoming businesses and encouraging IT growth. Here are just some of themany reasons why Vietnam has rapidly become a world-class offshore destination.Global Business Center• WTO member since 2007• Elected to United Nations Security Council in 2007• Comprehensive commitment to intellectual property rights(IPR) protection, which includes belonging to the followinginternational IPR organizations and agreements:- WTO/TRIPS (IPR in general)–since 2007- Berne Convention (copyright) –since 2004- Madrid Protocol (trademarks)–since 2006(Madrid Agreement–since 1949)- Patent Cooperation Treaty (patents)–since 1993- Paris Convention (priority rights)–since 1949- Hague Agreement/Geneva Act (designs)–non-memberThe Economy• Second fastest GDP growth in Southeast Asia (China is firstin this category)• One of the fastest growing economies in the world with aneconomic growth rate that has exceeded 8% GDP over theprevious three years and is predicted to hit 7-7.5% in 2009• Major foreign investors include HSBC, Prudential, Microsoft,Intel and IBMTalent Resources• Over 90,000 IT graduates in Vietnam growing byapproximately 9,000 each year• Low turnover rates – averaging less than 10%• A large segment of the population speaks both Vietnameseand English• 13th most populous country in the world, expected to reach90 million by 2010• Unemployment: 5.1%• Average age of 27 (compared to 37 in the U.S., 40 in the UKand 44 in Japan)• 94% male and 87% female literacy rates (one of the highest inthe world)Industry Recognition• Ranked #5 on PricewaterhouseCoopers 2007 and 2008 top20 emerging markets list (EM20)• Ho Chi Minh City ranked #4 in Business Week’s “TopEmerging Outsourcing Cities”• Ho Chi Minh City ranked #4 in the Global Services-TholonsStudy of the world’s “Top 50 Emerging Outsourcing Cities”• Hanoi ranked #12 in the Global Services-Tholons Study of theworld’s “Top 50 Emerging Outsourcing Cities”• World Bank recently described Vietnam as “one of the bestperforming developing economies in the world”The Importance of Education• Science-based subjects are the first choice for 83% ofstudents at Vietnamese universities• Vietnamese universities are producing technology graduatesat a rate of 4:1 compared to most Western countries• Vietnam currently has more than 250 public universities andthat number is rapidly growing• In the 2007 and 2008 ACM International CollegiateProgramming Contest, Vietnamese universities finished aheadof schools like Harvard, Northwestern, Georgia Tech, VirginiaTech, and India Institute of Technology• Since 2003, Vietnam has won 35 medals at the InternationalMath Olympiad (13 Gold, 15 Silver and 7 Bronze)Harvey Nash Insight | P2

Second Generation Offshore Software Outsourcing - From Uncertainty to Security“““Harvey Nash’s backgroundand reputation in recruitmentgave us confidence in ourdecision to extend ourdevelopment team throughoffshoring.“Mark Thompson, Managing Director,CedarOpenAccountsThe productivity, teamworkand extraordinary talent thatHarvey Nash Offshore canprovide has further enhancedour view of their capabilities.Ted Williams, Managing Director,Orchard Information SystemsWe decided to dip our toe inthe water with a 90-day trialof a software developmenttester. It was very positiveand gave me confidenceto move forward, and wenow have 16 Harvey NashOffshore people working onour business.““Our Services at a GlanceHarvey Nash offers the following softwareservices:Application DevelopmentThe provision of custom development andsystems integration covering architecture, design,application development and a full testing service.Application Migration and TransformationThe transformation of existing systems typicallyfrom older technologies to modern platforms,e.g. JAVA, .NET.Application ManagementThe support, maintenance and enhancementof existing applications to support business atagreed service levels.Software Product Development & SupportAimed at Independent Software Vendors, thisservice line provides development, maintenanceand enhancement of a third party's product(s) topublished roadmaps and defined service levels.Testing ServicesOur QA center provides a full testing service thatcovers system, user acceptance, regression, loadand stress testing. We are able to offer the latestbest practices, automated tools and techniques.Harvey Nash delivers either discrete projects andservices or dedicated development teams thatoperate under the control of our clients.ConsultancyWe assess your processes, organization,methods or tools and provide evidence-basedrecommendations, which are catalysts for speedyand effective transformational change.JoAnne Kennedy, Vice President,msnbc.comHarvey Nash Insight | P3

OFFSHORE SKILL SUMMARYThe technical expertise of Harvey Nash developers, architectsand analysts includes the following skill sets:SDLC Approaches• Waterfall• Agile (Scrum and XP)• RUPProject Management Method• Scrum• PRINCE2• PMIDevelopment Platforms,Languages & Technologies• Microsoft- .NET Framework 1.0, 1.1, 2.0, 3.0, 3.5- C#- ASP.NET, ASP, VB Script- VB.NET, Visual Basic- Enterprise Library- Visual C++ / MFC / ATL / STL- SharePoint, BizTalk• Java- J2EE, JSP, Servlets,- JDBC, JMS, RMI, JNDI, EJB• Web Technologies- HTML, CSS, JavaScript,- Ajax, DHTML- XML, XSL/XSLT• Web Services and Message-Oriented Middleware- SOAP, REST- Windows Communication Foundation (WCF)- Microsoft Message Queuing (MSMQ)- Java Web Services (JWSDP and WSIT)- TIBCO (Message Broker, RV, RVTX)- IBM WebSphere MQ (MQSeries)• Other Development Environments and Technologies- C, C++- PHP- Perl- Python- Progress 4GL / ABL, OpenEdge DBMS- WAP, GPRSDatabase Environments,Query Languages & Reports• Oracle RDBMS, PL/SQL, Embedded SQL• Oracle Forms and Reports• SQL Server, T-SQL• SQL Server Reporting Services (SSRS)• Crystal Reports• MySQL• PostgreSQL• IBM DB2• SybaseOperating Systems• UNIX: Linux, Solaris, OpenBSD• Microsoft Windows NT / 2000 / XP / 2003• Windows Mobile, Windows CE• MacOS, Mac OS X• Symbian, Palm OSDomain Expertise• Application Integration• B2B and B2C• Ecommerce solutions• Banking Management Systems• Content Management and Web Portals• Customer Relationship Management Systems• Financial Management Systems• General Insurance• Human Resource Management System• Life and Pensions• Management Information Systems• Online Training Management• Private Medical Insurance• Supply Chain Management• Telecom• Third Party Software Development and Maintenance• Wireless Applications and Mobile InternetTest Automation Tools• Mercury QuickTest Pro, LoadRunner• Selenium (Internet Explorer, Firefox, and Safari)• Visual Studio Team System 2008—Test Edition• Eggplant Functional Tester• OpenSTA• JUnit, NUnit, VSTS, CppUnit (unit testing)Harvey Nash Insight | P4

Second Generation Offshore Software Outsourcing - From Uncertainty to SecuritySAFEHAVEN MIGRATION APPROACHThe next several pages of this article outline in detail the fullbreadth of methodologies, tools, processes and reportingsystems the SafeHaven migration can offer. However, each iscarefully tailored to the business, technology and servicerequirements of the client. We want you to know howextensive and intensive our offshore processes can be, butalso understand that we are flexible in customizing the sizeand scope of solutions to your specific needs.Methods & ToolsOur baseline methodology is the Rational Unified Process (RUP),but whatever software development lifecycle you’ve adoptedwe will be able to support it. We are fully conversant withDSDM, Agile and the waterfall methodologies. We are used toworking with adaptations of all these methods. For projectmanagement, our main skills are in PRINCE2, PMBOK and Scrum.We use a number of off-the-shelf and custom tools to helpmonitor, control, improve and report on the quality of ourprojects. Tools include a mix of commercial packages, like MSProject, Microsoft Team Foundation Server, IBM’s Rational andcustom systems for issue tracking and defect management.Independent Quality Management & TestingWe assure quality software development through:• A combination of robust yet flexible processes.• The utilization of fully integrated tools.• A culture of delivering excellence.• A proven execution approach.• Our achievement of the highest internationally recognizedaccreditations.• A commitment to continual improvement.Our Quality ManagementSystem (QMS) underpinsour software development,configuration and projectmanagement activities.Embedded in theseprocesses are tools thatsupport the tracking,monitoring andmanagement of processeswith appropriate and instantaneous information. We constantlystrive for practical improvements through a program ofmeasurement, analysis and refinement.Requirements & DesignOur engagement model is designed to meet the challenges ofsoftware development involving a foreign country. We deliverprojects using an onshore-offshore model. We project managelocally and involve local onshore teams in business analysis, butleverage an offshore team for the bulk of design, developmentand testing.Many companies have been frustrated by the quality ofoffshore business analysis work. That is not a problemfor Harvey Nash. Our offshore staff is very comfortablequestioning, challenging and proactively pushing forwardideas. They are highly insightful analysts. The strong businessanalysis skills of our offshore teams dramatically reduce therisk of a misinterpretation of your business needs, helpingto ensure your solutions are right the first time.Dependable GovernanceWe stay visibly on course, on time and within budget throughan effective balance of...• People-based leadership techniques which enable/empowerpeople to get things done.• Management and control techniques using PRINCE2, PMBOKor Scrum, depending on your standard.• A C3i (command, control, communications and intelligence)framework, which sets goals, monitors achievement, analyzesprogress, communicates widely and informs courseadjustments as necessary.Reliable Service DeliveryOur onshore Engagement Manager is the local point of contact for:• Service Delivery: service level management, capacitymanagement.• Service Support: incident management, problemmanagement, change control, configuration control andrelease management.• Financial Management.Harvey Nash Insight | P5

THE FIVE PHASES OF MIGRATIONAssured DeliveryHarvey Nash utilizes a five-phase risk-reducingmigration approach:Phase I: Due DiligenceTo establish precisely the status of services thatmay be outsourced to us, i.e. your Current Mode ofOperation (CMO). It provides the baseline against whichfuture performance and improvements will be monitoredand is the foundation for a successful business partnership.It is normally a pre-contract activity.Phase II: PlanningTo agree on the specific improvements, includingupdated SLAs and performance measures, that you want toachieve in the Desired Mode of Operation (DMO). Additionally,to produce a detailed plan for implementing those changes,including milestones we’ll use to validate progress.Phase III: PreparationTo begin the knowledge transfer process,which enables us to build adequate domain expertise, andto initiate the delivery services, governance arrangements,technical environments, frameworks licenses, etc., which mustbe in place for Harvey Nash to assume responsibility for theagreed systems and services.Phase IV: TransitionTo move the CMO “as is” to our SafeHavenwithout any disruption to ongoing business operations.Immediate cost savings will be realized but stabilization is thekey goal, followed by implementation of appropriate“quick wins” to improve cost effectiveness and service quality.Phase V: TransformationTo enhance all aspects of performanceand further drive down costs by moving from the CMO to theDMO. As the DMO is rolled out, the focus changes to a jointprogram of continuous improvement.Each of these phases is explored in detail in the following pages.Harvey Nash Insight | P6

Second Generation Offshore Software Outsourcing - From Uncertainty to SecurityDUE DILIGENCE PHASEPurposeSeparate from the due diligence you need to undertake to gainassurances about our services, people and performance, our duediligence process precisely establishes the Current Mode ofOperation (CMO) for services that may be outsourced to us..ActivitiesThe heart of our process is a systematic, qualitative andquantitative audit that allows us to produce an authoritative“inventory” of the scope, status and performance of yourCMO. The audit is comprehensive and covers currentarrangements for:• Services outsourced.• Demand management, e.g. project justification, configurationcontrol and fault reporting.• Portfolio management, e.g. business activity.• Modeling, prioritization of requirements and change control.• Program and project management, e.g. use of PRINCE2,PMBOK or Scrum.• Documentation management, e.g. systems, code, procedures,contracts and policies.• Resource management, e.g. staff development, utilizationand profiles.• Financial management, e.g. accounting, regulatorycompliance and budgeting data about the costs of projects.• Asset management, e.g. software licensing and infrastructuree.g. language, database, OS and hardware platform(s).• Development and design processes, e.g. SDLC, architecture,database and system.• Performance monitoring, e.g. transaction and data volumetric,Service Level Agreements (SLAs), Critical Success Factors(CSFs) and Key Performance Indicators (KPIs).• Client SWOT (strengths, weaknesses, opportunities andthreats) analysis of services and systems.The other key tasks in due diligence are a joint risk assessmentto identify, mitigate and manage areas of high risk, and theproduction of a draft Desired Mode of Operation (DMO) Report,which begins to define the improvements to be achieved, newSLAs, etc.Deliverables• Statement of Work - the scope, pricing, delivery andmanagement of all included services.• CMO Report - the audit results baseline to be includedin the contract.• Draft DMO Report - our first cut assessment of obviousimprovements including SLAs.• Proposal including sizing and costing of the transitionand ongoing support projects.• Draft Project & Quality Plan for the transition project.Harvey Nash Insight | P7

PLANNING PHASEPurposeThe planning phase has two goals:• To agree on the specific improvements, including updatedSLAs and performance measures, you want to achieve in theDesired Mode of Operation (DMO).• To produce detailed plans for implementing those changes,including the milestones we’ll use to validate progress.ActivitiesThis phase is very intensive and focused so we can reach criticalagreements as quickly as practicable. Key tasks are to:• Assess the CMO in detail (technical, operations, people, data,processes, organization, etc.) using SWOT and gap analysis toagree what is excellent, adequate, broken or non-existent.• Prioritize all outstanding change requests and fault reports,and all emerging/long-term requirements for implementation.• Develop the DMO (technical, operations, people, data,processes, organization, etc.) from the above assessments.• Produce a detailed implementation plan for the Preparation,Transition and Transformation phases.• Produce the detailed Knowledge Transfer Plan setting out theprocess by which we will build our domain experience.Deliverables• DMO Report describing what the future will look like.• Project & Quality Plan for the transition project.• Knowledge Transfer Plan.PREPARATION PHASEPurposeThe preparation phase has two goals:• To begin the knowledge transfer process, which enables us tobuild adequate domain expertise, and to start proving thatcapability on appropriate code changes.• To initiate the delivery services, governance arrangements,technical environments, frameworks, licenses and everythingthat must be in place for us to assume responsibility for theagreed systems and services.ActivitiesKnowledge transfer is described below. The second strand isessentially about administration, organization and facilitation.It makes sure everything is up and running, tested and readyfor formal transition to start. Together we:• Set up and test all the working procedures, standards andmethods.• Create and test the governance organization.• Install and test the required infrastructure, environments andlibraries, etc.• Complete any required contract work, obtain licenses, etc.• Assign staff and build teams.• Produce a Communication Plan to keep everyone in touchand up to speed.Deliverables• Full transition framework ready to roll.• Communication Plan.• Contract Implementation Plan.Harvey Nash Insight | P8

Second Generation Offshore Software Outsourcing - From Uncertainty to SecurityTRANSITION PHASEPurposeTo move the CMO “as is” to our SafeHaven without anydisruption to ongoing business operations. Immediate costsavings will be realized and some “quick win” improvementswill be implemented, but stabilization is the primary andimmediate goal.ActivitiesAt the end of this phase the CMO will have been migrated fullyto Harvey Nash and an agreed set of quick wins implemented.A number of tasks are involved:• Transfer of the CMO without any change.• Establish a stable platform by a short period running “as is”with no change to functionality, agreed SLAs, etc.• Deliver business critical change requests and bugs.• Deliver “quick win” improvements.• Validate CMO actuals, e.g. data quality, transaction volumesand mixes, for their impact on expectations for the DMO.• Enhance our knowledge base.Deliverables• The CMO operational under Harvey Nash.• Transition Report – how the transition worked compared tothe plan.• Transitioned CMO Assessment – how well the CMO alignswith expectations and any impact on the DMO.• Functionality improvements through implementation ofselected change requests, bug reports and quick wins.TRANSFORMATION PHASEPurposeTo enhance all aspects of performance and further drive downcosts by moving from the CMO to the DMO. As the DMO isrolled out, the focus evolves into a joint program of continuousimprovement.ActivitiesThe continuous improvement of every aspect of operation,from requirements capture to infrastructure optimization, by:• Driving down costs by flexible approaches like open bookaccounting, improved efficiency and effectiveness.• Improving value for money and competitiveness throughinnovation, earlier delivery and better evaluation andprioritization of future work.• Improving business alignment, strategic planning andimplementation.• Integrating business process and application design forseamless end-to-end processes.• Enhancing application functionality.• Improving performance by increased capacity and capability(ask about our Non-Stop Development service).• Simplifying maintenance, and improving reliability andflexibility through technical architecture/design.• Refreshing technology to use the most productive toolsand techniques.• Constantly seeking to improve SLAs.• Developing a strong trusting partnership.• Energizing and enabling our people.• Adopting better methods and techniques.Deliverables• DMO Transformation Report comparing actual and plannedachievements, focusing particularly on realization ofbusiness benefits.• (Ongoing) SLA, CSF and KPI Performance Reports.Harvey Nash Insight | P9

KNOWLEDGE TRANSFERWe have all the technical expertise to support you but willneed to develop a thorough understanding of your specificdomain before we can assume full responsibility. We havemany vertical market skills but may need to build orstrengthen skills to meet your needs.We achieve this by an effective mix of training, research,meetings and early value-adding delivery work. The wholeprogram of work is set out in a Knowledge Transfer Plancreated jointly during the Planning Phase.Induction TrainingThe ideal first step is for our team to attend the same generalinduction training as your new employees. This aligns our teammembers with your organization’s history, values, culture,structure, personalities, goals and priorities. Any specialinduction modules for IT new starts as well as any relevanttechnical development courses should be attended as well.We can attend scheduled events with other new starters orsessions specifically for our team. These activities are normallycompleted during the Planning Phase.Familiarization ResearchWe obtain copies of all relevant documentation (applications,methods, standards, code, etc.), typically as part of our DueDiligence investigations. These are analyzed and an individualfamiliarization program is developed for each team role toensure everyone has read and assimilated all appropriatedocumentation.The backbone of this activity is reading but for specialist rolesit will include detailed code reviews to understand how codehas been structured, written and documented. Questions,uncertainties and anomalies are collated and ready for followup meetings with members of your team. This research is partof the Planning Phase.In short, they allow us to get inside your head, understandyour motivations and identify opportunities for improvement.We also have internal reviews where different disciplines fromour team compare notes and ideas. These meetings are all partof the Preparation Phase.Value-Added DeliveryFormal transfer of full contractual responsibility for support,maintenance and development occurs in the Transition Phase.However, we seek to begin picking up this work as quickly aspossible in the Preparation Phase because experience confirmsthat real work is by far the most effective way to test, cementand enhance our growing knowledge and capabilities.Our preferred way to work quickly into the heart of a systemand its code is to adopt responsibility for testing, but thereare many other suitable tasks. They will often be the types ofprojects that rarely get to the top of your priority lists, but theyare usually cost justified and often very well received by thebusiness and/or IT community:• Implementing carefully selected change requests.• Fixing bugs with localized impact.• Reverse engineering documentation.• Undertaking specialist reviews.• Completing technical transformations.• Delivering Wiki functionality.• Providing functional and non-functional improvementsfor loosely coupled/fairly self-contained enhancements.Suitable tasks can be identified at any time during the DueDiligence, Planning and Preparation Phases. The key selectioncriteria are that the work adds real value, presents low risk toongoing operations and is appropriate to our growing levelsof competence and confidence.Validation MeetingsThese are peer group meetings between/among groups suchas project management, database, quality, testing, architectureand programming specialists. The meetings allow us toaddress any issues arising from our reading/review cycle,test our understandings and discuss your approach to theproject and why standards and techniques were adopted.Open CommunicationsFinally, we are very alert to the sensitivities of your teammembers for whom this change may create uncertainty anddoubt. We work with you to understand these concerns andensure that early contacts between our teams provide thereassurances you and your people desire. We work to breakdown barriers and go on to build mutual confidence and trust.Harvey Nash Insight | P10

Second Generation Offshore Software Outsourcing - From Uncertainty to SecurityTHE TWO-MINUTE OFFSHORE HEALTH CHECK• If you have mainly 1s and 2s, you can probably fix those by yourself, but feel free to give us a call. We’ll happily spend some timetalking over your plans – and there’s no charge!• If your scores are a mix of 2s, 3s and maybe a 4, things are not too bad, but there are danger signals. Why don’t we talk yoursituation over. It won’t cost you anything, and we probably have some good solutions you can consider.• If you have a few 4s and 5s, you have some very specific challenges. We know how to fix them.• If you scored mainly 4s and 5s, then you need to take effective corrective action and soon. We can help and fast.To analyze your offshore health, please call Anna Frazzetto our VP of Technology Solutions at 201-914-2388or e-mail Anna.Frazzetto@harveynash.comHarvey Nash Insight | P11

Second Generation Offshore Software OutsourcingFrom Uncertainty to SecurityContact UsFor more information on Harvey Nash Software Services, please contact us:New Jersey Office1680 Rte 23 North, Suite 300Wayne, NJ 07470Tel: +1 (201) 914-2388Fax: +1 (973) 696-3985E-mail: Anna.Frazzetto@harveynash.comIllinois Office415 North LaSalle Street, Suite 415Chicago, IL 60654, USATel: +1 (312) 543-7314Fax: +1 (312) 527-4090E-mail: Jane.Gilligan@harveynash.comConnecticut Office1 Corporate Drive, Suite 522Shelton, CT 06484, USATel: +1 (203) 925-3334Fax: +1 (203) 225-0560E-mail: Aleida.Brown@harveynash.com

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