| | Knowledge Component |
| Fundamentals of Outsource Management | • Principles of Outsource Management
• Outsource Models and Life Cycle
• Operations, processes for ITO and BPO
• Outsource Project Component
- Client Side Components
- Outsourcer Provide Components
- Joint Components
• Reasons for Outsource and Rationales in Relation to World Economy
• Understanding and Working in a Mixed Cultural Technological Setting
• Communication Skills w/Management & Technicians |
| Business Management | • Industry Structure and Dynamics
• Selecting and Qualifying Service Providers
- Based on financial assessment - Payback/ ROI/ NPV
- Outsource project feasibility study
• Regulatory Environment
• Contracting for Software Developed by Outside Organizations
• Business Process Engineering
• Funding and Capital Investment
• Global Marketing
• Managing Multiple Locations (locally & internationally)
• Acquiring/Utilizing Domestic & Foreign Specialists (technical & operational)
• Strategic and Tactical Planning |
| Operation Management | • Project Synchronization – Establishing Balance
- Client Project Management
- Merging Your PM with Outsource PM
- Synchronization of Time & Delivery
• Managing for Delivery and Implementation
- Define Tasks for Pre- and Post-Delivery
- Client and Outsourcer Tasks
- Qualified Specifications
- Inquiry and Dialog Availability
- Qualification of Received Artifacts & Components
- Timely and Complete Feedback
- Project Management
- Artifact & Component Construction/Qualification /Delivery
- Application of Professional Expertise
- Client Input Adequacy
• SLA and Productivity Management
• Configuration Management
• Operating 24/7 Service and Call Center Operations |
| Communication Management | • Communication Framework in Construction/V&V /Delivery Periods
• Understanding the Client Role
• Define and Convey Expectations
• Jointly Engineered Communication Model
• Mistakes in Communications
• Arbitration
• Metrics for Cohesion
• Healthy Boundaries
• Coordination of Effort
• Contractor’s Status Reporting
• Real-time Status Visibility
• Maintaining Project Repository and Knowledge Management |
| Quality Management | • Process Engineering
• Quality Control Practices
• Process Improvement and Industry Quality Models
• Outsource Project Metrics and Quantitative Methods
• Measuring Progress and Linking Progress to Success
• Verification and Validation
• Utilizing Process Maturity for Capability Development (and not solely as a marketing tool) |
| People Management | • Leadership Role
• Skill and Competency Management
• Recruitment and Retaining Talent
• Team Work
• Training and Development
• Recognizing Cultural and Work Differences
- Paradigm Variances
- How Much Do You Mandate
- Impact on End Results
- Utilizing Differences to Enjoy the Project Experience |
| Internal Control and Security Management | • Building Adequate Risk Management & Internal Control for ITO/ BPO Organization
• Building Adequate Security for ITO/ BPO Organization
• Ensure Protection of Intellectual Property Rights of Both Organizations |
| Technology Management | • Technology Advancement and Investment
• Software Reuse Processes
• Technology Utilization in development, configuration management, testing etc.
• Managing new technology
• Research and Development |
| Customer Relationship Management | • Managing customer relationship and satisfaction
• Performance evaluation
• Monitoring and maintaining service levels
• Problem / incident / defect management |
Program & Project Management | • Tender Bidding
• Negotiation
• Financial management, resource management, issue management, problem solving etc. |
| Professionalism | • Ethics / Code of Conduct / Integrity
• Responsibilities
• Continuous development |