1. Your executive Partner in achieving Project Management Excellence www.threon.com 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

2. © 2011 Threon | All rights reserved www.threon.com 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

3. © 2011 Threon | All rights reserved www.threon.com 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

4. © 2011 Threon | All rights reserved www.threon.com 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

5. © 2011 Threon | All rights reserved www.threon.com IBCL-PMI - Project Management & Outsourcing Seminar use only Project objectives & Context…  Context (April 2008) Legacy solution for 747-400 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. 2009 Handbook with structural details not published by Boeing 5

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

7. © 2011 Threon | All rights reserved www.threon.com 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 1800+ colleagues  Quality certification ISO 900x & CMMI level 5 processes  Price Fixed price agreement and commitment from very early in the negotiation 7

8. © 2011 Threon | All rights reserved www.threon.com 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

9. © 2011 Threon | All rights reserved www.threon.com 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

10. © 2011 Threon | All rights reserved www.threon.com 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

11. © 2011 Threon | All rights reserved www.threon.com 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

12. © 2011 Threon | All rights reserved www.threon.com 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

13. © 2011 Threon | All rights reserved www.threon.com 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

14. Your executive Partner in achieving Project Management Excellence www.threon.com IBCL-PMI - Project Management & Outsourcing Seminar use only Thank you … and special thanks to Champ Cargosystems alain.maquet@threon.com