Use of automated workflow systems in virtual teams

Transcription

1 Use of automated workflow systems in virtual teams ZINNOV LLC 138 SOUTH QUEENSCLIFF CIRCLE, THE WOODLANDS, TEXAS FAX PHONE (US) (INDIA) PARI@ZINNOV.COM

2 Table of Contents Overview 3 Current Offshore-onsite Interaction process 3 Drawbacks 3 Workflow system 4 Workflow tools 5 Workflow Automation Benefits 5 Conclusion 6 References 6

3 Use of automated workflow systems 3 Overview With the increase in the size and complexity of the projects executed at offshore facilities, there is a need for increased control over the entire execution process. To enforce the development process, managers need to define a workflow for changes driven by requirements, change requests and/or task assignments. This workflow must be automated and enforced for all users and platforms through all user interfaces provided by the development system. However, most offshore projects do not implement an automated workflow system, and this causes many of the problems related to communication, project transparency etc. These eventually lead to trust related issues. In this whitepaper, we have discussed the commonly used interaction system between onsite and offshore teams and how the interaction can be improved using automated workflow systems. Current Offshore-onsite Interaction process The interaction between offshore and onsite teams takes place via different communication mediums during various phases of the project. Figure 1 illustrates the interaction process between the two teams. The offshore project manager captures the communication with the client regarding requirements, queries, change requests and updates. The offshore project manager stores the communications in the project repository, which is usually a file folder. The project manager also updates the project database with any new information from the client and retrieves the information according to the client needs. The project database is usually an excel sheet. The engineering team is updated with the appropriate client requirements, change requests, queries, feedbacks etc. The engineering team updates the project manager on project status and, in a few cases, directly updates the project database. If the client has a query, the query is posted to the offshore project manager. The offshore project manager talks to the engineering team, looks into the project repository and the project dbase and then replies to the client. This process could take one or 2 days. Drawbacks The current system has the following drawbacks: High chance that the project manager does not update the project database with the right information, becuase of human error or due to subjective interpretations of the client communication. The offshore project execution is not transparent to the client as the client gets status reports only from the offshore project manager.

4 Use of automated workflow systems 4 No easy way to track the communication regarding a particular requirement or issue, more so when the requirement or issue is discussed in different mediums ( , tele-con etc) Figure 1 Workflow system Workflow is defined as the automation of a business process, in whole or part, during which documents, information or tasks are passed from one participant to another for action, according to a set of procedural rules. A participant can be a human or machine. The workflow system can be used in the following ways during the interaction between offshore and onsite teams: The work break down structure is entered into the workflow system with the appropriate tasks assigned to the different engineers in the team. Once the tasks are completed, the tasks need to be verified by the quality assurance team before they are marked as completed The change requests and issues from the client captured via different communication media are entered in the workflow system along with the communication artifacts. The client needs to approve of the change request definition before the work is allocated to the engineering team. As the client has complete access to the workflow system, the client can make informed decisions regarding task priorities and request for change of priorities at any point of time. When the offshore team needs feedback from the client, corresponding queries are raised on the workflow system, with the priority and the work dependency of that particular query.

5 Use of automated workflow systems 5 Various query templates are designed so that the client can generate their own status reports quickly, and as and when needed. Figure 2 It is important that all the stakeholders are aware of the workflow benefits and approval is obtained before the workflow process is implemented. This helps the stakeholders to adapt to the new set of processes without the initial getting used to phase. Workflow tools Most software companies use a bug tracking system to capture bugs. The bug tracking system can be effectively used as a workflow system. Even if the company is not using any bug tracking system, they can make use of the OpenSource software like Bugzilla. They can also use the APIs of the bug tracking systems to customize the tools for their particular needs. Companies with sufficient resources also develop their internal workflow systems that are plugged into their internet/intranet. There are also some integrated workflow systems like Starteam from Borland which let users define their workflow and define access control through graphical interfaces. Workflow Automation Benefits Improves efficiency Automation of the business processes result in the elimination of many unnecessary steps, leading to improved efficiency. Better process control.

6 Use of automated workflow systems 6 As the process is automated, it ensures that the feedback needed from the client at various phases is not overlooked. Improves communication Misinterpretation of communication is greatly reduced due to the representation of tasks on the workflow system. Optimizes Asynchronous communication Due to factors such as the time zone difference and the huge number of mails to sort at the start of the day it is easy for the teams to lose some communication from the offshore team. However, in an automated workflow system, there is no chance of any communication being overlooked. Improves customer service The client can generate his own reports regarding the status of the project, thereby making the project more transparent to the client. Improves metrics collection The workflow system helps indirectly in automating the project metrics as it captures some of the metrics such as the time taken for each task, quantity of client feedback, rework etc. Centralized repository It helps in resolving any miscommunication between the client and the vendor as all the communication regarding the task is captured in the workflow itself. Better release control Workflow systems also help in making intermittent releases easier, because, at any point of time, both the client and the offshore vendor know exactly what was completed and what needs to be done. Conclusion Workflow systems should become an integral part of virtual teams as they can immensely improve the efficiency of the project execution. The earlier workflow systems are introduced into the project, the better it is for the onsite-offshore partnership as more complex and high value projects can be implemented using the offshore facility. References StarTeam Integrated Workflow and Form Customization: A whitepaper from Starbase Current Realities of Offshore IT initiatives - A Study: A white paper by Zinnov Management Consulting Offshore IT Initiatives Project Metrics: A white paper by Zinnov Management Consulting

7 Use of automated workflow systems 7 Collaboration Flow Management: a New Paradigm for Virtual Team Support: by Jacques Lonchamp