Managing Offshore IT

I think that the first problem – a) - is due to lack of empathy of the business context among developers. The challenge could be magnified when some (junior) developers are not as business-sensitive.

The second is a common observation on Indian developers, especially exhibited by those just starting a career in IT. Perhaps goes to the ‘heart’ of the textbookish “Indian culture” However, it is for us to recognize that there is  nothing wrong here, they are just different.

In my experience, I have observed that it is best to be candid with developers about the kind of challenge you (the manager) are facing. However, being candid and ensuring that they get the message ‘right’ would require some tact.

I gather that you are traveling to India. I would suggest that it is time for you to experiment on a softer aspect of management in person. I would suggest a planned “lunch and learn” session in your case. [even Indians would love a ‘FREE’ lunch, right?] For this, you may have to invest about half-day. Here are some eclectic thoughts:

• Get other senior managers and team-leaders on board before the session. If possible seek help from your HR representative for soft-skills inputs
• Ideally try and get a section of learning video on a typical warehousing problem on hand…perhaps one where the Ops/Supply Chain Director is talking about his customers waiting for crucial parts not being shipped … because the system is down…due to a bug (I’m sure you have such a video or can google one).
• Begin your session with the video clipping and then talk about how the product that your team is supporting helps clients and users like (Mr/Ms. X in the video).
• Bring in the aspect of how it is perfectly okay for a team member to disagree and “say no” if a delivery cannot be reasonably met.

I know what I am suggesting is easier said than done. But what have you got to loose (except about a few hours and a free lunch? … plus some time to plan it out) And do write back.

Cheers, Mohan

Additional eclectic reading list:

I had briefly touched on the topic in my earlier blog: Ramblings on cultural sensitivity in offshoring. I have also delved into the topic in my book [Check out an abstract]

You may just google on third-party consultants providing insight into doing "Business in India' Blog: "Culture Matters: Navigating India's Holidays" The author has collected articles on the topic at a website . It will be interesting to see the viewpoints published in "International Journal of Indian Culture and Business Management  (IJICBM)" in the near future.

Not surprisingly, even the mainstream media in Europe and America is observing the trends closely. For instance, the recent article in Financial Times looks at "Infosys - Programmers’ passage to India"[Blog link].  India's New Faces of Outsourcing in Washington Post makes for an interesting read....though one wonders about the viewpoint of an Indian-American, Boccasam, quoted in the article:

Beyond the cost advantage, Boccasam values a certain skepticism he finds inherent to Indians. "It doesn't matter if you are buying vegetables or dining at a five-star hotel -- you will always count your change," said Boccasam, who attended the University of Pune and immigrated to the United States in 1988. "That's an auditing function. The guys in India know every scam there is out there."

On such views, I shall reserve my judgement.