Below is the GMR client communications protocol designed to make the website Outsourcing process seamless
Version 1.0
Client – when outsourcing your website needs, you may need to send large electronic files for the website. GMR starts with creating your own FTP account for managing your projects. Following information is needed for creating FTP:
| Company Name |
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| Contact name |
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| Contact Email |
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| Phone |
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| Fax |
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Dedicated FTP:
| Email ID |
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contactname@companyname.com (Contact’s email) |
| Password |
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| First Name |
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The above information enables the client to upload information. GMR will then identify a channel of communications for the client. Below is an example:
GMR Contact
When you outsource your website design, maintenance or marketing with GMR, you will get a list of names who you can contact either in USA or the development center in India. We suggest the following hierarchy for contacting us:
1st Contact – Project Lead; typically based in India.
2nd Contact – Project Manager typically based in India
3rd Contact – Operations Head base in India
In addition, you will be given a US based contact (Account Manager) who you can contact n case there is any communications issue with your project team. The US based contact will probably can’t solve any technical problems, but will be able to get anything you need done.
Below is an example of contacts that will be designed for you:
USA:
Account Executive Contact name:
Contact Email:
Phone:
Fax:
India:
Management Contact
| Project Manager (PM) |
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| PM Email |
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contactname@companyname.com (Contact’s email) |
| PM Email |
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(1st) |
| PM Phone |
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(2nd) |
| PM Skype ID |
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When available, Skype is a great resource because you can talk without needing to change your computer access. |
| PM Yahoo Messenger |
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| PM Cell |
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Project Lead Primary Contact
| Project Lead |
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| Email |
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| Phone |
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| Skype ID |
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| Yahoo Messenger |
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| Cell |
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Communications Channel
Below is the communication channel for managing your outsourcing needs.
| First channel |
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Email |
| Second Channel |
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Skype |
| Third Channel |
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Yahoo Messenger |
| Fourth Channel |
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Phone |
| Fifth |
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SMS/Call Cell Phone |
| Emergency |
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USA --
India – |
Communications Process:
| Kick-off |
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Conference over Skype
Attendees: Client Contact, US based Acct. Exec, Project Manager, Project Lead, and AVP Operations
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| Follow-up |
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email from Project Lead to all conference attendees. Add High Importance if need immediate attention. Contact US based Account Executive if need attention ASAP
Set ongoing conference over Skype if needed |
| Project Status |
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GMR will create a project management account at its web based MS project management tool. A profile will be created for each project that GMR is doing for the client. The fields would be steps for completing the project, hours required to complete each step, current status (what % done). The account will be updated everyday. GMR will update the project profile at the end of every day after work is done on the project.
Client will have access to their project profile through internet.
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| Note |
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All email communications needed to cc US based Account Executive |
Below is more specific project communication details when GMR manages an outsourcing account for US based Client:
Internal Project Communication Plan
Project communication documents
[Use the Project communication table to identify the communication documents needed for your project, the recipients of the documents, the persons responsible for creating and updating the documents, and how often the documents need to be updated.
Project communication table
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Recipients |
Responsibilities |
Update frequency |
| Executive status report |
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| Risk management document |
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| Issue management document |
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| Change control document |
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| Project schedule |
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Team structure
Key team members for the client and GMR would be identified.
Team goals
Goals for each team member will be listed.
Team assignments
The following table to outline the project's teams, team goals, team leads, and team roles.
| [Project Name] Project team |
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Team goals |
Team leads |
Team roles |
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Team roles and responsibilities
Identify the responsibilities assigned to each of the team member’s roles.
Risks and issues management
Potential exceptions and problems
A list of all potential problems that might arise during the project, with a list their causes, symptoms, consequences, and possible solutions will be created between GMR & Clients.
Appropriate corrective measures
For each issue, identify the optimal way to resolve the issue and then identify the steps that your team needs to take in order to implement the resolution.
Tracking risks and issues
In the following table, track the risks and issues that you identified.
| Date Recorded |
Risk Description |
Probability |
Impact |
Mitigation Plan |
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Change management process
A key part of outsourcing requirements is managing changes in the website, database or page contents. GMR has a well defined change management procedure to manage this important section of the outsourcing issues with least disruption.
Change management process steps
Any change will be managed through the following process:
| a |
Fill-up a change request form at the website. |
| a |
The form will let the client explain what needs to be done, and will create a ticket number for the request. |
| a |
GMR will make the change and update the ticket status. However, |
| a |
For a major change, a project profile will be added to the client’s project management tracking account where client can see the progress. The form would include
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Steps required for completing the project. |
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Man-hours for each step |
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Status of each step and the project | |
| a |
Client will be able to check the status of the ticket by logging in to the status section. |