Most of the reasons you have enlisted a Nearshore team is the cost and a lot of the times this handover will go to this team. So how do you do this in the best fashion? Well, it all comes down to how you hand over the items to the customer.
Lets look at this topic as if we are either handing it to the Nearshore team or to a customer team. There are two groups that this could be going to, the end user group or to the system maintenance group. The user group should have experienced much of their handover during the UAT time period and learned some of the nuances of the system. This would have been to super users most likely. For the people who need to be trained, you will need a training plan and change management plan. This is not a blog for them, as they will be the most helpless and upset people; they would require a book.
Handing over system maintenance on the other hand should be slightly less complicated. With this group of identified people it is simply monitoring they system in many cases or handling suggestions and modifications from users. Often I find that once a system is stood up, users will ask for a lot of new reports. Having this type of skill in the maintenance group helps to keep the users happy and business functioning.
So really what is there to it? First would be a run book guide. This is documentation from the team that tells the people why things were built the way they were, the requirements, key decisions, and routine pieces. Once you give them the run book, there should be a period of shadowing, this will vary depending on size of project, sophistication of the group, and how plugged in they were during the project.
Most people only schedule 2 weeks for this since they want to have it be low cost. During this period you should hope that everything that can possibly break, does. This turns into a great learning time for those people who will maintain the system and still have the old support team, because once that support team goes, good luck getting back hold of them.
After a while the team will become very proficient and good at handling new requests. Again, as always you should -on a routine basis- have the teams meet together and put faces to people. In this case it will be end users meeting the Nearshore support team.
While these blogs have just cracked the surface on how to start and handover a project, leaving gaping holes in detail, but I hope it has spurned some thought. I would love to hear everyone’s input!
- On December 18, 2014