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Project Management Institute10 September 2000

Houston, Texas USA

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PMI GL BALASSEMBLY 2000

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Lessons Learned: PractionersPerspective on Fulfilling a

Worldwide IT OutsourcingContract

Thomas Walenta, PMPManager of Project Office

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Background

Worldwide IT Outsourcing Contract with a global holding

1 Billion € (EURO) total contract volume

Over 80 companies to be taken over and given IT services

Takeover of Customer Staff and Assets

Centralized Service&Billing from Germany to Everywhere

Global Standards to be enforced

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

(Some of the global) Issues

Do local customer organizations want to get service from Germany?

Additional Administration (tax, financial, legal issues).

Takeover of customer staff (union, redeployment issues).

Standards defined in Germany not to be easily accepted globally.

Commitment from a country organization to act on a – maybe -locally small but globally significant business

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Commitment Issues

What does the lead country organization expect / take for granted?

What does commitment mean in an other country / culture?

What does the local country organization expect?

How to reach a common understanding?

Who is in the driver seat?

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Reaction to the Commitment Issue

Assign one individual responsible for global aspects

Establish (define & use) communication paths early

Find local sponsors and focal points, make sure they are interested

Document goals, procedures, responsibilities etc.

Get buy in from local service delivery organizations (commitment)

Get local specialists working (HR, Finance, ..)

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Consequence

Better understanding of global commitments to customer by allinvolved service delivery parties

Vested interest of local provider organization to fulfill contract

Better control by project team of what’s going on on the globe

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10 September 2000Houston, Texas USAPMI GL BAL ASSEMBLY 2000

Lessons Learned

Think (far) ahead

Do not take local standards/habits as granted everywhere

Who are the stakeholders and what are their needs?

Nothing is business as usual in a global context (yet)