Most global sourcing experts will agree that communication is one of the key factors in the success of IT development.  Even though so many people know that communication is important, it still creates problems for outsourcing companies. Communication with a global sourcing provider has its own set of unique challenges.  When referring to communication, it is more than just language.  The outsourcing company must find a way to handle the different time zones, distance and multiple locations. 

It is common for an outsourcing company to not place a high priority on communication.  When communication goes wrong in global sourcing, cultural differences are often blamed.  However, usually there is more to it than just cultural differences.  If information cannot be communicated to the correct people, at the right time, there is a strong potential of the project being delayed or not properly developed.  Before a project is sent to a global sourcing provider, a communication plan must be created that will address how and when communication will take place.

Establish a communication infrastructure.  Will correspondence take place via email or telephone?  Who is the point of contact?  When communicating with the vendor, it may be wise to invest in high quality digital communication lines, to ensure a clear connection.  Some outsourcing companies have also found it helpful to create a toll free number that can be used for team members.  Direct telephone numbers and extensions, plus email addresses should be exchanged among those involved in the project.  By having an established communication infrastructure, team members will know how to contact each other and there should be minimal to no delay in relaying information.

Determine the frequency of communication.  How often should virtual meetings take place?  Who should be included in each meeting?  As the global sourcing provider and outsourcing company work together, it is important to determine if regular conversations will occur, which will go over the project status and address any issues that may have arisen.  The frequency of such meetings should be determined in advance to avoid any complications or schedule conflicts.  This interactive communication will effectively relay pertinent information to those involved in the project.  After a team meeting, there should be some type of follow up report, outlining what was discussed in the meeting.  This information should be dispersed to the meeting participants.

Create methods for communication.  In addition to telephone and email, what other methods will be used in communication?  Status reports, newsletters and Intranets are all helpful tools for communication.  A dedicated Intranet can be used to communicate project goals and expectations to ensure the success of the project.  However, whatever method of communication is used, it is vital that all team members and project managers read the information.  Even though a lot of effort may be put into creating great information, if it is not read, it is useless.

There are many additional ways to overcome communication barriers.  A&E Consulting can help you create a communication plan and choose the right global sourcing provider.  We will also assist you with your first outsourced project.

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