Organizational and Management Consulting

DL&A offers consulting services to assist clients with cross-cultural, management and organizational dimensions of Business Process Outsourcing (BPO). To facilitate the successful launch and ongoing success of BPO projects, clients need to consider dimensions transcending the realm of technical knowledge acquisition or technology transfer. The complex layers among executives, managers and developers at both client and supplier sites, involving differences along cultural, economic and social lines, require insight and highly skillful management.

DL&A offers consultation on both a one-time and ongoing basis. Associates' qualifications include:

Intensive senior management and executive experience

Education from the Indian Institute of Technology (IIT)

Experienced in product development

Business acumen in the economics of BPO

Country-specific expertise

High tech expertise

Bi-cultural insight

System focused; ability to provide expert advice where complex management layers of BPO interface

Business and technical writing

Cross-Cultural Management and Team Sessions

Collaboration is essential for any outsourcing development project and requires an appreciation for the nature of cross-cultural dynamics and their corresponding effects on communication. In addition, for global teams to evolve in a productive manner, they must counter an "us versus them" mental structure, especially in the initial phase of team formation. Once team members begin to communicate at the knowledge transfer stage, inevitable differences in human interaction arise. While responsibility usually lies with service providers, in general, to adapt to the norms of the client, some adaptation may be challenging because much cultural knowledge is out of conscious awareness.

People issues stemming from either side of a global sourcing team can interfere with work efforts. Global team members may draw inaccurate conclusions of the other based on cultural misperceptions. This can result in inappropriate or ineffective communication rooted in divergent assumptions about how business should be conducted or how "normal" acts of communication should take place.

DL&A training and consultations focus on the preparation and team formation stage in a BPO project. DL&A offerings include:

Cross-Cultural and Global Business Effectiveness in Global Initiatives
2-3 hour keynote type presentation for managers and executives

Cross-Cultural Awareness for Teams
1/2 day program

Team session: development of "operating principles" or working guidelines
1/2 - 1 day program