Solutions - Customer Engagement Models

By: Knowledgepoint  05/12/2011

KnowledgePoint provides a number of outsourcing models which differ depending on the needs of each client. The primary drivers of the outsourcing models are to reduce project costs, faster turn around times, provide access to diversified pool of skilled professionals and to add innovation and quality skills. The levels of project management also differ and can provide improved quality of the project. KnowledgePoint engage flexibly on these models, and so provide an opportunity for customers to try different variations and discover the most appropriate model.

Resource Augmentation / Extended Team.

Under this model KnowledgePoint supplies individual contributors who work as a part of the customer team on T&M basis. These resources can work onsite or offshore and typically have dual reporting structure - they would report into customer organisation as well into their own org structure. Resources maybe organised in structure groups / teams. At some point the scale of outsourcing may demand more comprehensive resource management, in these cases KnowledgePoint provide project / program management and other work structure related services.

Project-based Augmentation

KnowledgePoint can supply individual contributors who work a specific project or a task order. The work is performed on T&M basis. Typically KnowledgePoint will form the team with a structure most appropriate for the project, and provide program management, quality support, and engage in QA process and other services that harness company resources outside of the immediate team. KnowledgePoint also produces upfront estimates of the work and adjusts the estimates through limited scope control process. Typically the actual cost of the project should fall in 20% range of the initial estimates with exception agreed change control.

Project Outsourcing

Under this model KnowledgePoint delivers a specific project or takes on a specific activity. For example it could be a turn-key delivery of the system, full scope of activities for technical support, etc. The project outsourcing typically is done on a Fixed Price basis. Under this model KnowledgePoint takes on full responsibility for the delivery and correspondingly has more freedom to form and operate the team based on its own processes and approaches.

Offshore Development Center (ODC) / Dedicated Customer Team.

There are multiple permutations of this model with main commonality being the dedication of the resources. In ultimate scenario KnowledgePoint provides management and Admin services to support offshore team which for all intents and purposes works for the customer. In that case KnowledegPoint operates a transparent cost-plus model. This model while possibly the least expensive one puts more onus on the client around resource management and utilisation.

Hybrid Model.

As the name implies the hybrid model is a combination of models above. A common implementation of the model is used for larger scale initiatives that can start with research / analysis / estimating phase performed under one model and then continue in single or multiple streams of projects using potentially different model. For example a project can start with estimating engagement on T&M basis that produces an estimate and a project plan for the next phase which is delivered on Fixed Bid basis with additional scope handled via change control.

Build - Operate - Transfer (BOT).

BOT is a transitional model. It can start as any of the previous models and after a specific period of time the entire team and supporting assets are transferred from KnowledgePoint to the customer. The transfer could be full scope transfer under which KnowledgePoint ceases to play any role in the engagement or partial, for example transfer to an ODC model. The logic behind the BOT model is clear. As an offshore partner KnowledgePoint can initiate operations and reach operating stability much faster than if it is done by the customer.

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