I have been working on the deployment of a Global Service Desk Project with a major Global Provider during the past few months for several Latin American countries. And I take the opportunity to share with the colleagues and readers in general my thoughts reflecting this and also past global projects experiences.
Despite all the business needs and specificities, I have notest that sometimes we more loose than gain in terms of service quality and, in the long run, the acceptance of the services by end users and business managers in general tends to decrease if we don't take appropriate reconnection actions.
If some global projects could take into consideration work under the concept of "Collocation", meaning with that having specialists professionals directly allocated inside the key areas of the business (example: Industrial IT, Sales, Finance, Lab), we could have more value added into each business area, by allowing the assigned professionals to have direct, day by day and really a "breathing inside" experience along with the business, watching and developing opportunities of quality and business processes improvements.
When we have projects with a global standard and just small chances of flexibility and regional adjustments, just outsourcing services already done regionally, mainly in Latin America, we can have a huge amount of issues in the beggining, that can be corrected in a medium to long term relationship improvement, but the cost for it would be much more than dollars, pesos or reais.
It would be the patience, acceptance and the overall image of the IT and IS Departments throughout the businesses in all the countries.
And this is really key to have a smooth management of services and change management processes, including communication and acceptance, hence sometimes cultural barriers and costumes are very hard to undertake upon a single and unified process, without any changes.
I believe that an unified exercise of finding what is best for the local or regional businesses, plus a calibration between in house and collocation resources, could be very benefitial and crutial to the quality, acceptance and comprehenssion of what is to manage IT and IS ares these days on the Industry.
And that could refine and really sponsor the image and sinchronicity of IT Departments throughout the businesses.
Have a Nice Week!!!
Rodrigo Montagner
