Project Scope
Customer Support Asia endeavors to provide clients a simple, economical fee model that's based upon the type of project involved, as follows:
For ad hoc projects at in-production sites: The project scope will be estimated based upon the client's objectives, such as strengthening SLAs, implementing a new service campaign, or providing "Acting Site Director" management of a site. Typical project duration is a few to several weeks.
For new service deployment projects: Generally, a 10-point fact-finding process will be used to estimate the scope of a turnkey service launch project:
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Scope of the service(s) to be transitioned to a Philippines-based provider
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Reasons for offshoring (management cost/operations objectives)
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Extent of client's resources to support the project
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Past experience with offshoring services, if any
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Top concerns and perceived risks
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How the service is currently delivered (or should be delivered)
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Regulatory and compliance issues, if any
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Unique skill sets and training challenges, if applicable
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Timeline and critical dependencies (people, systems, operational)
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Points of contact and rules of engagement
Typical project duration: several weeks to several months
Clients should expect to:
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Provide an appropriate level of internal resources to support various aspects of a project, including a Project Manager and Executive Sponsor
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Have a frank dialogue about goals, success criteria, and what is feasible within the timeframes desired