Overview

Client Engagement Framework

Outsourcing is all about flexibility, and C3IT follows this paradigm in letter & spirit. C3IT offers a flexible range of options to its clients for engagement models that are further tailored to suit the client’s specific needs.

Table below defines some typical engagement models -

Business Relationship

Client Engagement Process

It is a step by step process typically spread over four distinct phases yet it is iterative in nature giving enough elbow room to both sides and encourages continuous improvement –

Phase 1 – Assess Client Goals

• Prepare
• Set a Baseline
• Identify
• Recommend

Phase 2 – Plan/Set Tuning Parameters

• Goals
• Time-box
• Milestones
• Resources

Phase 3 – Launch Engagement

• Implement plan

Phase 4 – Stabilize and Correct

• Pilot
• Compare with baselines
• Fine tuning

Key objectives of the engagement process –

• Framework to build, develop and enhance a successful relationship
• Flexibility in addressing client business targets
• Supported by experienced dedicated Client Engagement Team (CET) Multi-phase continuous iterative process

How C3IT supports the client

• Simple staff augmentation model, where C3IT provides required number of consultants with specified technical expertise/experience for a given timeframe at your facilities (onsite).
• Leveraged project team model, where C3IT team works with Client oversight at C3IT’s (offshore) or Client premises (onsite).
• Build-Operate-Transfer (BOT) model, where C3IT builds a center of excellence for Client & transfers it over to Client management at a fixed time & transfer fee.
• Partnership to set-up and provide staffing & build certain capabilities within a dedicated Client ODC
• Other possibilities…??? -> C3IT is flexible to consider any other model which is a win-win for both sides.

In continuation to the above defined support models, the following project engagement models have evolved –

Key Factors for Successful Partnerships

• Collaboration structure & goals aligned to high-level client business success factors (e.g. offshore utilization, leverage ratios)
• Executive sponsorship
• Defined measures of success for partnership
• Regular reporting on measures of success
• Mutual incentives for success
• Equal commitment to collaboration across both organizations
• Trust-building approach
• Clear, well-understood partnership guidelines & rules of engagement
• Consistent, transparent, dependable & measurable communication

Evolution of Partnership Elements

• Partnership Elements: IMMEDIATE
  • Governance & partnership building
  • Delivery resources
  • Delivery execution
  • Quality process & control
  • Technology capabilities
  • Legal
  • Financial models & invoicing
  • IT Infrastructure
• Partnership Elements: MID-TERM
  • Governance & partnership building
  • Your strategy & offshore roadmap
  • Client relationship management capabilities
  • Human resources
  • Global footprint
  • Incentives
  • Communications
• Partnership Elements: LONG-TERM
  • Knowledge management
  • Human resources
  • New delivery centers

C3IT can prioritize these elements to support immediate delivery needs, while building a scaleable partnership model in the medium-term.