1.1 Approach
Sonata Services GOU fits the needs of offshore engineering operations for all companies large and small. Whether building a new team or supplementing existing teams, Sonata’s GOU approach ensures the quality of staff and quick implementation and integration of the teams. The GOU ramp up is usually a two phased approach over 3 to 6 months. Phase 1 focus’s on the initial setup, key resources hiring, knowledge transfer, and processes establishment. Phase 2 extends the teams and establishes the full capacity of the team.
The GOU ramp-up naturally starts with engaging the customer and the Sonata GOU Director in various critical areas:
- Requirement study
- Service agreement and security compliance
- Team structure and organization
- Ramp-up plan and process
- Recruitment and hiring process
- Training plan and process
- Job responsibilities and operations process
- Performance metrics and reporting (Key Component for Success)
In Phase 1, the Sonata GOU Director will be responsible for managing day-to-day operations until the initial teams are established, necessary processes are in place, and operations are fully maintainable. The RAPID process will be followed to provide the following:
- Staff selection and hiring
- Security awareness training
- Company orientation
- Specific product and process training
In Phase 2, this responsibility will be transferred to both Sonata and the customers Line Managers. At the conclusion of Phase 2, the Sonata GOU Director will shift focus to overseeing processes, coordinating with the customer’s primary contact on business objectives, planning, recruitment, and issue management. Weekly metrics outlining performance and resource allocation will be reviewed by both parties to ensure that the customer has full control over the performance, management, and direction of the teams.
1.2 Methodology
Requirements gathering – gather the requirements for the team
Understanding our customer’s business requirements is the first step to building a Global Operation Unit that fits the business model. Whether it is Software Development, QA, Localization, or Technical Support, Sonata Services will work with the customers to put together an organization and structure framework that will guide
- Personnel selection
- Infrastructure requirements
- Technology components
Other critical components of the operational infrastructure
A cquire success metrics – acquire the long term success metrics of the team
Acquiring key target metrics are critical to the short and long term success of the operating unit. Key metrics may include the following
- Training Progress
- Unit Test Development
- Bugs per Feature
- Development Progress
- Avg. escalation and resolution time
Plan the ramp up process – develop a detailed ramp up plan for the team
Planning the GOU ramp up is the most critical part of the process – planning practices have been developed that allow our partners to track every step of the ramp up process.
Identify and board the resources – select and hire the team
Tapping into a vast and experienced talent pool, Global Operating Units can be in place in as little as 4 weeks ramping up to hundreds of engineers in the first year. Proven interviewing and hiring practices ensure that our partner is successful in getting the right team at the right time. The process for team selection is as follows:
- Step 1: All applicants are selected and pre-screened by Sonata Services
- Step 2: Interviews
- Option 1 – Customers and Sonata Services conduct joint interviews
- Option 2 – Sonata Services conducts all interviews
- Step 3: Both Sonata Services and the customer must approve all new hires
- Step 4: Sonata Services conducts all background checks and security checks
- Step 5: Sonata Services provides all necessary processes to board the candidates
Develop and train the team – develop, build, structure, and train the team to be effective
Prior to hiring the team, Sonata Services will work with the customer to identify onsite and offsite training needed to ramp up the team and measure real results.
As the team is being assembled, it is important to immediately measure the progress and productivity of the Global Operating Unit. This is necessary to ensure that the customer has control over the management and performance of the GOU in working with the Sonata GOU director. Having and communicating these metrics between the customer and Sonata helps to ensure success of the GOU. The Sonata SUITE methodology was developed at Sonata Services to ensure that the teams deliver on schedule and on budget every time with maximum business satisfaction. Sonata SUITE methodology is outlined as follows:
Sponsorship – identify the key supporters and sponsors
Identifying key sponsors within the business allow the GOU team to target communication and measurement practices to keep everyone aware of the impact the team is having on the organization
Understand what success is – understand what it means to be successful as a team
Understanding the short and long term success factors is necessary to ensure that the GOU continues to be effective and drive benefit to the business.
Identify and measure – identify metrics and begin the measurement process
Outlining long term metrics needed for success is only the beginning. Reviewing the measurements every step of the way is critical to keep operations running efficiently. In addition, reviewing what is being measured is critical in ensuring that the GOU continues to match the overall business objectives. Sonata Services has weekly scorecards that measure the following aspects of each GOU: Financial à Operational à Personnel à Training
Track and report – track the key metrics and report on a weekly and monthly basis
Constant reporting to all persons involved in the operation is critical to ensure that all concerns are immediately addressed and resolved as timely as possible.
Educate and communicate – educate the organization and communicate the successes of the team
Educating the organization to the successes of the team and constantly communicating the impact to the business is critical for continued success of the GOU relationship .
