The emergnDelivery process image

The emergnDelivery process

emergnDelivery™ consists of an eight-step process designed to quickly define an organization’s sourcing needs and implement processes that will ultimately deliver the most effective solution. Please refer to our process chart below and hover over the boxes to see descriptions.

Transfer
Define
Select
Measure
Contract
Program Manage
Transfer Knowledge
Set up

emergn™ applies its proven Customer Value Analysis methodology to interview the customer and define their objectives, acceptance criteria and needs.

During the 3-5 day workshop, emergn's analyst team and the customer will collect information and answer questions such as:

  • Who are the stakeholders?
  • What are their issues?
  • What measurements can be put in place?
  • What is the root problem?
  • How can it be reduced to its simplest form for easy measurement?
  • When will you consider the job done?
  • What are the measurable elements of the solution?
  • Under what conditions will the transfer be cost-effective?
  • Which practices of emergnEnablement should be leveraged?

emergn will apply its sourcing discovery methodology and practices to:

  • Select the right services for the emergnDelivery engagement
  • Select the right applications to be managed through emergnDelivery
  • Identify constraints in the choice of providers or locations
  • Select the right provider utilizing emergn's extensive global network and provider selection methodology and tools

emergn will leverage emergnEnablement™ to select the provider who can best fit the client's needs. Our global reach includes teams in Eastern Europe, Russia, China, India and other near and offshore locations.

emergn will manage contract definition and negotiation based on best practices from the emergnContract™, including:

  • Contract between emergn and the selected offshore/near-shore supplier
  • Definition of the most effective agreement between emergn and the customer
  • Specification of the details concerning the transfer back to the customer after an initial period
  • Co-investment in the knowledge transfer phase
  • Financing options for infrastructure set-up
  • Definition of additional services provided by emergn as part of the deal, including:
    • Training services
    • Sourcing consultation
    • Execution of best practices
    • Financing for the infrastructure

Once the agreement is defined, emergn will work with the customer and the service provider to set up a proper working environment:

  • Connection lines (IVPN or dedicated line) to customer data center
  • Office space and infrastructure offshore or near-shore
  • Telecommunications
  • Hardware and software
  • Firewalls and physical security
  • Toll-free numbers
  • Supporting systems: problem tracking, SLA management, project e-rooms, project portal, approval workflows
  • Travel desk
  • Support processes
  • HR
  • Communication
  • Training

Initial knowledge transfer to emergn and the supplier team, and final knowledge transfer back to the customer, will be handled through emergnEnablement knowledge transfer practices. These practices are aimed at simplifying and supporting this crucial phase of the engagement.

The practices define all necessary steps, deliverables and acceptance criteria. They also specify how to gradually introduce a new service provider or replace existing staff or service provider.

Knowledge transfer includes a process aimed at improving existing documentation through code analyzers and other tools ad methods. This will reduce dependency on vendor and will streamline the introduction of new team members when needed.

emergnDelivery program management will cover the following aspects of the relationship:

  • Vendor management — establishing a Vendor Management Office, if required
  • Legal and contracts
  • Knowledge management
  • SLA management
  • Continuous improvement

emergn puts a special emphasis on continuous measurement throughout the life of the engagement, using our proprietary tools for measurement and reporting. All steps in the process — from initial phases like knowledge transfer to the final execution — will be measured continuously, providing full visibility to the customer and a data-rich resource for later improvement.

Service Level Agreement management is a practice within emergnEnablement and incorporates the use of proprietary tools.

Measurable Acceptance Criteria are defined for each step of the engagement, and reports are constantly shared with all stakeholders. Payments and incentives are linked to success.

Transfer back to the customer may happen at any time after an initial period (usually 12-18 months). emergn will manage the activity and guarantee results and participation of all necessary personnel.

Final payment can be linked to acceptance of the transfer by the customer. Transfer may include:

  • Knowledge
  • Staff
  • Infrastructure
  • IP
  • Tools
  • Real estate

 

Throughout the emergnDelivery process, emergn will:

  • Involve customer in staff performance reviews
  • Provide periodic staff education leveraging emergnEducation’s training practices
  • Provide consulting to allow customer to manage project internally
  • Document best practices adopted during emergn management
  • Create incentives to continuously improve processes that will raise and maintain agreed-upon standards
  • Link payment milestones to achievement of measurable results