Well the forecast is in and the future is bright for the Australian Cloud.

IDC, a global analyst firm studied the trends on Cloud services in the country. Based on this analysis, if the current trend continues the industry in is for a hefty 34% annual growth rate until 2015.

But before we can fully understand this growth, let us analyse what the scenario is today.

Australian cloud services were worth more than $470 million in 2010. In 2011, we have seen companies like Fujitsu, Telstra and Macquarie Telecom invest almost $1 billion to support the cloud infrastructure in the country.

At that rate, revenues will be reaching $2 billion by 2015. It does not only mean an increase in profits but if there is a forecast revenue growth, there will be job opportunities along the way. In fact, more than 4,000 people were employed in the cloud services sector by 2010. That figure will dramatically increase in the next few years. Cloud assessment and planning tasks are being included in more and more job descriptions. IT companies are scrambling to equip themselves to meet the demands of Australian companies.

So what will this mean specifically for cloud services? Based on the analysis, cloud computing as we know it will grow and strengthen into other cloud categories. Specifically, these categories will include applications - their development and deployment. The increase will be credited to the replacement of servers, development of cloud service tools and mobile applications.

The report also states that a lot of enterprises in Australia are planning to deploy cloud services by the first quarter of 2012 while the rest of the non-users will be investing by 2013.

In another note, a large number of Australian companies are drawn to vPCs - or Virtual Private Cloud. These are more private cloud services that exist within the Intercloud or the public cloud. It is like using the public cloud but having your own little space inside so your data is more secure. Given the security issues raised about cloud computing, it is not surprising that enterprises would want to use this type of cloud service. 

For further information contact:

Bruce Mills

Joint CEO & Director 

3W IT Consulting | IT Contracting  

Free Call:  1300 857 773

P: +61 7 3897 3009 | F: +61 7 3102 6280 | E: bruce.mills@3w.com.au | W: www.3w.com.au

Follow 3W Jobs: twitter.com/itemployment | Why Choose 3W? www.3w.com.au/intro/3W.html

follow me on twitter: http://twitter.com/brucemills

view my profile at: http://linkedin.com/in/brucemills

Technology exists to make our lives more convenient. In the same manner, technological advances in the business sector continue to evolve to make our jobs easier.

Desktop Virtualization is another advancement towards a more convenient working environment. The computer operating systems, applications and other systems are stored and accessed from a remote server. It is physically separate from the computer that the user is sitting in front of.

So what makes it convenient?

Desktop or client virtualization promotes flexibility. This type of arrangement allows employees to work from any locations as long as they have access to an Internet connection.

Based on a recent study by Forrester Consulting, the next two years will be a good year for desktop virtualization. In fact, if the trend of more than 40% growth in two years continues, we can expect the total number of virtual desktops to reach 20 million by the year 2014. There are many companies currently in the early stages of implementing desktop virtualization and transforming their infrastructures to adapt to this new system.

 This study points to three major findings:

1. A large number of companies, organizations and industries either already have, are in the process of, or will be implementing virtual desktops in the near future.
2.  IT managers have embraced hybrid architectures for the sake of their segmented workforce.
3. System integrators will be in demand to help companies transition - especially in gaining management support and efficient deployment of the system.

In the outsourcing industry, desktop virtualization means a more effective and efficient way to work cohesively despite the distances separating the members of the team. Together with the services provided by cloud computing, businesses can now transact and collaborate efficiently - without being limited by time zones or physical distances. In fact, cloud computing accelerates the functions and highlights the benefits of desktop virtualization even further.

Ultimately, these advancements allow for CAPEX savings because of the transfer from the physical to the virtual realm. User computers and system applications are easier to manage and update. There is reduced need for staffing allowing for faster planning and deployment. The choice to invest in desktop virtualization has gone beyond the IT managers. It is already a strategic business decision that companies across various industry sectors have made. 

For further information contact:

Bruce Mills

Joint CEO & Director

3W IT Consulting | IT Contracting  

Free Call:  1300 857 773

P: +61 7 3897 3009 | F: +61 7 3102 6280 | E: bruce.mills@3w.com.au | W: www.3w.com.au

Follow 3W Jobs: twitter.com/itemployment | Why Choose 3W? www.3w.com.au/intro/3W.html

follow me on twitter: http://twitter.com/brucemills

view my profile at: http://linkedin.com/in/brucemills

A lot of debate has been going on  around whether outsourcing is actually good for the global economy or not. Opinions vary depending on where the view is coming from.

 If you will look at it from the perspective of the client country, outsourcing means jobs are being sent elsewhere - so unemployment rates in the local  economy is likely to grow. But if you look at it from the perspective of the service provider country, there is an opportunity for them to grow their business and employee more staff.

We are faced with two very conflicting points of view.

 Another  suggestion is that outsourcing to providers in developing countries actually leads to the exploitation of their workforce. For instance, an Australian company might use an outsourcing provider  in the Philippines to save on manpower costs. Though there are  other reasons, such as accessing expertise  not available in-house  for considering offshore outsourcing,  looking to reduce costs is usually the main one. The appeal  of outsourcing to providers based in  the Philippines is that they have a salary rate that is 50-70% lower when compared to Australian rates.

If you look at it in the perspective of  someone in Australia, a worker getting paid $3-5/hour for a job that  is paid $15-20/hour in their own country appears to be  exploitation. But is it really?

 Look at it in the perspective of the Filipino. Living in a developing country, there are millions of graduates every year and only a handful of job openings locally. These young people are eagerly looking for a job only to be rejected again and again. They are forced to get jobs that give lower salaries -  sometimes as little as $1.5/hour. But when an outsourcing company offers a job that pays $3/hour - is it still exploitation?

Remember this is a country with a much lower cost of living, so the same rate that someone in Australia thinks is exploitation actually places food on the table and pays the bills. Not only that, the job provides training and allows the employee to grow in expertise - all of these for a lower cost.

Is it still exploitation when outsourcing ultimately provides  opportunities for growth on both sides? I think not.

For Further Information Contact:

Bruce Mills

Joint CEO & Director

3W  IT Consulting | IT Contracting  

Free Call:  1300 857 773

P: +61 7 3897 3009 | F: +61 7 3102 6280 | E: bruce.mills@3w.com.au | W: www.3w.com.au

Follow 3W Jobs: twitter.com/itemployment | Why Choose 3W? www.3w.com.au/intro/3W.html

Follow me on twitter: http://twitter.com/brucemills

view my profile at: http://linkedin.com/in/brucemills

There are a lot of terms that have become popular as a result of the offshore outsourcing tend in the global economy. One of them is Rebadging.

Recently the term outsourcing has  become associated with lost jobs, lost opportunities and higher unemployment rates. Once you  outsource a particular function to a service provider, retaining the same amount of manpower in the business  is not only redundant, but impractical as well. So more often than not, companies have opted to downsize their  workforce.

Of course, unions and governments react to  rising employment rates with apprehension and actively discourage companies from outsourcing. However, being a strategic business decision, this is a difficult  trend to stop.

This is probably how Rebadging emerged in the first place. The idea behind rebadging is transferring the employment of the  workforce from the company to the service provider. This arrangement poses both positive and negative effects.

Pros of Rebadging

On one side, rebadging means  that lay-offs may be mitigated.  Employees will continue to do the same task - albeit a bit differently because of a different management and organizational structure. Depending on the contract, the pay may be a little lower than what they are getting originally, but the bottom line is - employees are not losing their jobs  to outsourcing.

The companies on the other hand benefit from rebadging because they cut back on manpower costs - not to mention  reducing the management responsibility of these employees. They also benefit from retaining the company knowledge by having the same people do the task for them.

Cons of Rebadging

The downside of rebadging, as mentioned, is the lower compensation packages that are offered to the rebadged employees.  Although it would be nice to think that they would understand that it is better than the alternative of no salary at all. Also, there are cases wherein not everyone can be absorbed by the service provider. Either they have existing manpower in place and can only absorb so much - or the employee can be replaced by infrastructure.

In some cases companies will insist on including  a clause in their contracts to protect rebadged employees. For example, they may require that employees stay in the company for 2-3 years before the service provider can replace them.

Regardless, rebadging is a better alternative to downsizing. It retains the company knowledge while maximizing the expertise and sophisticated infrastructure  that can be gained from a specialist service provider.

If you are like most companies today, you may be gearing up to join the trend of ‘moving to the Cloud’. If you’ve analysed the costs involved and looked at data you will  be moving to the Cloud, you need to think about another equally important issue before you commit to your cloud storage provider - cloud storage security.

It is a sound business strategy to outsource your data storage  to a cloud storage provider. However, like in outsourcing, you need to partner with a reliable company that will provide you with the right  solution.

Before you can entrust your data to your cloud service provider, you need to consider the security they  provide. As we know, there are different  types of security: physical, architectural and storage management.

In terms of physical security, you need to ask the following questions:

1. Is the environment where the software and server operates secure? Up to what level is this security?

2. Does the cloud storage provider have access controls that will lock down the environment in case of a breach?

3. How are staff monitored to make sure access is not given to unauthorized personnel?

4. How is does the organization run? Is the system manned 24/7?

5. How is the security implemented?

6. What controls are in place in case of loss of data?

The goal is to get a picture of how secure the environment that houses the data is.

When outsourcing your data storage to the cloud, you will be required to make some changes to your infrastructure in order to allow access to information relevant to your outsourced function by all interested parties. Because of this, you need to question the architectural security of the provider. It helps to ask these questions:

1. Is the infrastructure multi tenanted?

2. What user authentication is in place to make sure all data will be seen by only those who are authorized?

3. What are the different levels of control and access given to each user? Do they have a system in place that can give the administrator  the option to   allow partial or full access?

The goal of these questions is to ensure that the data access is convenient yet controlled enough to keep the information  available only to those authorized to see it. Feel free to ask about the encryption codes and security protocols  used to keep your data in the right hands.

For storage management, here are the questions you need to ask:

1. Are the systems similar between you and the cloud service provider?

2. How  is the information transferred or moved from one location to the next? Are the methods secured?

3. What auditing systems do they have in? How will the audit trail trace  any breaches and make sure they don’t happen again?

It pays to know who and where you are putting your trust in so do not hesitate to ask questions..

In any business partnership, you have to make sure that the company you are partnering with is reliable and  is working towards the growth of your business. The same is true in outsourcing.

Outsourcing has evolved to be more than a buyer/seller relationship. It is now a partnership between two companies, and you need to ensure that you are entrusting this crucial investment to a service provider that  shares your ideals and can best represent your company.

That process is what we call Due Diligence.

In outsourcing, due diligence refers to the act by which parties will check the information given by the other to ensure that the details are correct. It is a necessary step to take for the protection of both parties against fraud, misaligned objectives and overall outsourcing failure. It leaves  little room for potential disaster so make sure you take the time to go through this process properly.

Here are a few tips to help you with due diligence.

The first is to check the references of the service provider that you have chosen. Of course the ones they provide for you will be those  who have had the most satisfactory experience. To get an unbiased opinion, try to dig in deeper. Check their website and see if there  are other customers mentioned that are not included in the list given to you.

The second tip is to do some online research. There are networks and forums that you can browse through to get information about the service provider you are researching. Do a specific search for news items about them.

The last tip involves your own pool of resources. Ask around your own network. Perhaps one or more of your industry contacts have dealt with the service provider you are in touch with. They can give you some honest opinions about how the provider works. You can even get tips on what you should expect and what is needed from you to make the outsourcing investment work.

Going through due diligence is  the best way to cover your bases. Though your instincts will play an important role in your selection, try to be as thorough as you can be in your background check. It is best to invest your time right now  rather than risk making a mistake that will cost your company  time, effort and money in the future.

In the last few years the number of companies investing in outsourcing has continued to grow. Business owners have increasingly begun to  consider if it is a strategic move for them to join the trend.

Outsourcing will help you cut back on both CAPEX and OPEX. At the same time, it will give you quality output as a result of accessing expertise that can be provided more efficiently than your in-house manpower is able to. As beneficial as that may sound, not all companies have the need for it. So before you can jump on the outsourcing wagon, be sure that your company is  ready.

Before you proceed, I strongly advice that you go through these three steps first.

1. Ask the questions: Why? What?

Why will you outsource? What business objectives will you  achieve when you outsource? Will you venture into a new market where you were previously lacking expertise? Is there a sudden need to improve or increase production? Is it something that your current OPEX cannot handle much less the additional CAPEX needed to invest on improvement? 

What will you outsource? Is it a core or non-core related function? Will it really be better off to be  performed by a third party? Do you need to outsource the whole department or just the components?

2. Analyze the Costs/Changes

There are some cases where offshore outsourcing became the answer for companies  who could no longer afford the salary of their current  workforce- or investing in  local consultants. Though the logic is sound, you have to  think beyond the costs and  look at total effect of  move to outsourcing. For example, outsourcing your customer support team…. If you have a product or service that requires an understanding of the culture of the target market, then it  may be best to outsource to a location that has a similar culture. But if it is just to work on a task such as cold calling, then it is cost efficient to hand it to an offshore outsourced service provider.

3. Define your Service Provider

There are several issues that crop up in outsourcing and most of them stem from choosing the wrong service provider. Prior to your selection, define what you will need from your service provider. The answer to the ‘what’ question in step number 1 should be able to help you. Aim to build a partnership with this provider - not just a buyer/seller relationship. You will be entrusting sensitive data to these providers so make sure you take time  in making your selection. Is your company ready to divulge this crucial function to a third party? If not, analyse again if this is the right course of action for the company.

There are some signs that will tell you if your company is ready to outsource or not. Another important one is having the full support of the management. Remember that the savings in outsourcing will not be evident  immediately. If this is your selling point to management, they might pull the plug on the outsourcing project before they get a chance to see the benefits.

Another  important thing to consider is your business objectives. If outsourcing is not aligned with the company’s business goal, then it is not the right path. Check the team’s compatibility with the idea of outsourcing a part of their job. Though it is clearly a management decision, let the employees know what is at stake once you enter into outsourcing. 

Outsourcing is powerful enough to either make or break your company. Make sure it is the right growth direction for the company before you invest. It is an expensive failure should it happen so make sure you enter into it for the right reasons.

Outsourcing is fast becoming a necessity for business owners. It has already become more than just a project based endeavour. It is a business strategy that oftentimes involves a long term commitment and partnership between the service provider and the client.

When your company has decided to invest in outsourcing, there is a certain level of risk involved. The benefits of outsourcing will not be presented to you  on a silver platter. Because of this, you need to approach outsourcing  intelligently. Like any venture, careful planning, intensive research and full commitment is needed to make sure it works as expected.

For smart outsourcing, here are some general tips that I have for those who are considering making the investment.

Create a Strong Foundation

This foundation  is your plan that has a backup for everything. However, as it is difficult to foresee all problems  you may encounter,  it is important to at least have a system in place so problems can be investigated immediately.

Your plan  will ideally include the following preparations:

1. Identifying core competencies of the company in relation to the intended outsourced function.

2. Conduct a thorough cost analysis that will involve a comparison of costs  between the function being outsourced or done in house.

Study the Market, Study the Competitors

All businesses evolve and change over time (or at least they should!). Because of this, you need to make sure that you stay on top of industry, economic and technology developments by continuing to research. Studying your market and competitors will allow you to develop strategies to enhance the performance of your outsourced project. Especially if the business function outsourced is customer related. This includes call centre, telemarketing or sales functions.

Build a Team

Stay on top of your outsourced project. Build a team that will specifically monitor the function you sent to a third party. It does not even have to be a team. It can be a single person. This Vendor Management Team or Officer must be able to check if the project is staying on course and being delivered on time.

Aim for a Partnership

In outsourcing any business function, it is better to  establish this as if it is going to be  a long term partnership - regardless of the length of the contract. A partner will help you grow your company. They will not just do the project, give you the bill and  then leave. They will initiate improvements and create a system for you. This will serve them and you well in the future.

For further information:

Bruce Mills

Joint CEO & Director

3W IT Consulting | IT Contracting  

 Free Call:  1300 857 773

P: +61 7 3897 3009 | F: +61 7 3102 6280 | E: bruce.mills@3w.com.au | W: www.3w.com.au

Follow 3W Jobs: twitter.com/itemployment | Why Choose 3W? www.3w.com.au/intro/3W.html

follow me on twitter: http://twitter.com/brucemills

view my profile at: http://linkedin.com/in/brucemills

A dictionary form of the terms and definition as encountered when you outsource with 3W.

Though it is a concept that has in fact been with us  for many hundreds of years, outsourcing has recently been thrust into the limelight. With the Internet connecting the world in ways we could only imagine, the Global Economy  has truly evolved.

Since outsourcing is a very broad topic, we at 3W would like to further dissect the concepts that you need to know through a dictionary format. There are  a number of terms that can be quite confusing.  Understanding these can help you to know if outsourcing is the right  step for your company.

While the definitions do come from the unique 3W point of view, we will try to cover as much general information as possible. Should you have additional queries, feel free to get in touch with us and we will be happy to give light to any confusion. No obligations, just friendly talk.

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3W Engage

3W Engage refers to the proprietary engagement method that we use. It ensures seamless communication between our Australian clients, local 3W Team and the Manila-based offshore Team. Apart from that it also permits proper management of the talent pool across the oceans, implementation of processes, transfer of knowledge, use of technology and on time reporting.

3W Guarantee

The 3W Guarantee is the risk that our company is willing to take with you as our partner. Knowing the risk you will be taking in outsourcing, we want to make you feel at ease by sharing it with you. It means, 3W has as much to lose if the resources provided do not meet your performance expectations.

If you decide that the 3W consultant is not satisfactory in the first month of deployment, 3W can withdraw, substitute or re-negotiate the contract. All of these will be at no additional expense on your part.

457 Labour Agreement

More often than not, our Australian clients require the physical presence of their IT professional. With the knowledge that the IT talent pool in Australia is limited, the government has opened its doors to highly qualified individuals from around the world to supply the manpower for the ICT industry.

Specifically, the 457 Labour Agreement allows Australian employers to hire qualified overseas professionals to come to the country to render their services for a maximum of 4 years.

3W is one of the small number of Consulting and Contracting organizations in the Australian IT industry that holds a Labour Agreement as stated in this provision. That means, 3W is allowed to access highly skilled IT professionals from overseas under the 457 long-stay business visa and on-hire them to clients.

Given that freedom, 3W will take care of all the required documentation and will make sure that all government obligations in this agreement are well met.

Account Business Unit Manager

Each project must be handled by an Account Business Unit Manager who will monitor the progress of the contract. This representative from the service provider (3W) will personally coordinate with the client. From the planning, implementation, monitoring and delivery of output, the Account Business Unit Manager will be there to support the client every step of the way -  through to the completion of the project.

Accounting

This specialized field is one of the most common tasks outsourced. Being labour intensive, outsourcing this non-core related  is a logical and sound business strategy.

3W can provide you with Filipino accountants and bookkeepers  who are ivy league qualified. Among the tasks that can be outsourced are: Accounts Payable, Invoice Processing, General Accounting, and Payroll Processing.

Back Office Support

Back Office Support refers to the group of services  technology and human resources that are needed to manage a business.  

It includes administrative functions that support but are not directly involved in the operations of a business, such as accounting, data management, human resources and personal assistants.  ICT is also a part of this but is sometimes placed in a group  of its own because of the complexities of the job.

Baseline

Before diving into outsourcing, the concept of Baselining must be included in the initial plans to determine the overall costs of investing in outsourced business functions. The term Baseline refers to the estimation done to indicate the intended cost, expectations and final output of the outsourced project. It will come from the data and business analysis made to justify the outsourcing in the first place. Prior to the selection of a service provider, baseline assessment is the way to measure if it will be a profitable investment or not.

Usually, this assessment is more applicable for long term projects. The baseline is estimated over a period of one year wherein the output is defined in quantifiable terms. This is reviewed before the contract is finalized with the chosen service provider. There are cases wherein there is a sign off between the client and the provider on the baseline assessment - especially if it is a partnership that is intended to last for a long time.

Benchmark

Benchmarking is a helpful tool in measuring the financial benefits that outsourcing can bring to a client. It involves comparing the cost and services provided by the service provider with another outsourcer. 

This clause can be included in the contract with the service provider so the client can gauge if the provider’s performance is  on par with competitors in the market. The benchmarking can be done periodically - depending on the specifics indicated in the contract. The provider and the client may agree on the benchmarking organization - which will also be stipulated in the contract. This is usually more relevant for long term partnerships.

Business Process Outsourcing (BPO)

BPO or Business Process Outsourcing is defined as a subset of outsourcing that contracts a particular business function to a third party vendor or service provider. The services that are outsourced include both back and front office business functions. It is often connected with Information Technology and is supported by systems that allow offshore delegation of projects that can either be a core or non-core function.

The flexibility, expertise, specialization and cost efficiency that BPO offers to outsourcing companies make it a huge trend in the Global Economy.

Change Management

Change Management is a structured approach to transitioning any organizational change into a business. When what used to be an in-house task is outsourced, there are psychological and technical issues that need to be  managed. The service provider can help with this transition by helping the people involved adapt to the change.

Chargeback System

The Chargeback System is a model that allows clients to pay only for the services rendered by the provider. It maximizes the cost friendly quality  of outsourcing. This system requires a measurement of the services provided in terms that the client can  relate to. Forecasting of outsourcing costs are manageable and easier to plan and implement.

Cloud Computing

The term “Cloud” refers to the Internet while “Computing” describes computer component.  Essentially, the main purpose of a computer is to store and/or process data. Given these definitions,  we can define Cloud Computing as the ability to use computer applications via the Internet. It is beneficial in an outsourced setting because the distributed team is able to see common files wherever they are and whenever they need to. Applications such as Google Docs and Smartsheet outsource this application to users and business owners worldwide.

Customer Service

Customer Service is an important business function that is commonly outsourced by companies. It is a relatively broad field  and the specifics of what is required will depend on the industry in which the company is involved in.

Customer Service is an  integral part of all businesses and companies who are looking to outsource this function need to ensure they are receiving superior service.   This service should ideally be cost friendly, flexible and efficient.

3W offers this service via the IT and BPO centre in Manila, Philippines. The state-of-the-art facility plus the Filipino staff who are excellent  English communicators with pleasing personalities are combined to create a superior customer service environment. Cultural compatibility is not a problem as the  Philippines is a highly Westernized country.

Transparency is maintained as each call and transaction can be recorded and video conferencing is easily accessed. 3W has invested in VOIP, Softphones and Virtual PBX to ensure that the service is fully supported by the latest technology. These are all applicable whether the client is a small business, medium sized company or a multinational corporation.  Team sizes can range from one customer service consultant to over 20.

The Customer Service provided by 3W includes: recruitment and training of consultants; implementation of the latest technologies; and managing the day to day activities.

Data Gathering Process

Data Gathering in the context of outsourcing a task or project  refers  the collection of data prior to the  handover of the project or task to the outsourcing company. This process is vital to the success of the partnership and the task being outsourced. All details that are relevant to the business function or project must be  provided to ensure that the output will be as expected  from the outsourcing company.

3W undertakes the Data Gathering Process in a secure way to ensure that all data collected is kept strictly confidential. 

Data Management

Data is a huge part of any business and keeping it well managed is an important task. Organizing and storing it in a secure location involves a huge investment. Confidentiality and ease of access are among the concerns that clients raise when they  consider outsourcing this process.

3W has an innovative data entry and data management system in place. We can provide you with this type of service through qualified staff  who are accurate, efficient, secure and available anytime. It is a customized service that can be provided according to specific needs. You have the option to store your data in a current database, traditional media, out-dated format or collected via the Internet at specific times - it will always be in a user-friendly format.

The services that can be provided in Data Management include: Accuracy Verification (adjustable QA levels); Conversion of Output to any Format; CV Data Scanning; Data Encoding from any Location or Format; Free Customisation; Invoice Data Scanning; Latest Data Entry Software and Technology; Redundant Data Security Measures; Scanning and Indexing Services; and Text, Online and Numerical Data. All of these will be given to you by highly competent staff  who are experienced and guaranteed experts in the field.

Data Room

Data Room  refers to the secure space provided by the service provider to the company to keep confidential or sensitive information. 

The stored data  is governed by strict data protection rules  and only  those who are authorised have access to it.

Disaster Recovery

A disaster usually refers to a natural calamity or accident that causes  extensive damage or injury. Disaster Recovery refers to the organized plan that the service provide has in place to recover lost or damaged data, facility, etc. as a result of a disaster.

Dispute Resolution

Dispute Resolution is the process or plan of action that the service provider has in place to address disagreements between the client and the resources assigned to them. This should be in place prior to implementation of the project to ensure that the rights of both parties are protected as the dispute is dealt with.

Due Diligence

Due Diligence  refers to the  research carried out by the service provider to ensure that all the information given is correct. It usually  is carried out after the signing of the non-disclosure agreement and before the finalization of the contract.

Exclusivity

3W works exclusively for the Australian business sector requiring outsourced resources. This focus ensures that there is no internal competition or preference for resources to service clients in other countries.

Fault Management

Fault Management refers to a system used by service providers to identify and solve any shortage or problems in the output given to the client. This management system is especially relevant to providers who have split tasks between different departments or third party vendors.

This system ensures that there is room for improvement in the quality of service provided  to the client.

Full Time Equivalent

This measurement is used as a comparative tool in measuring the productivity of outsourced  resources. The working hours and output are all based on the same parameters as an in-house employee. The comparison is made as a 1.0 FTE (full time employee) or a 0.5 FTE (part time employee). The expectations must be either equal or exceeding that of an employee.

Function-Based Outsourcing

Long term business functions that do not have a specific delivery date or project completion time frame are  referred to as Function-Based Outsourcing. It usually involves a partnership between the client and the service provider in which information and reports are exchanged back and forth  for the duration of the contract. The client turns over the complete burden of planning, management, operations and quality assurance to the provider. However, the client still takes care of the strategic business decisions that are relevant to the progress of the outsourced function.

Function-Based Outsourcing arrangement allows the client to benefit from the knowledge, experience and operational capacity of the service provider while concentrating on functions they are capable of excelling in. This type of arrangement covers specific areas like: Content/Game Moderation; Customer Service; HR Functions; Online Marketing; Telesales; and Website Production.

Governance

Governance refers to the ownership and management responsibilities as divided between the client and the service provider. Oftentimes, it is an organizational mistake on the client side to treat governance as an afterthought in outsourcing.

Though governance is usually needed once the outsourced function has been fully implemented, it should be discussed and finalized during the planning stage. It is critical to the success of the outsourcing investment. Ownership must be clearly defined thus identifying the responsible party for all aspects of the function.

HR Support

Any business needs manpower and hiring the right people involves careful planning and expertise. Recruiting and Human Resource functions are rarely a problem for big companies but SMEs sometimes need help  finding the right resources. 

What 3W can provide is extensive expertise in the fields of HR and Recruitment. We have maintained a team that is talented  and highly motivated to excel. You will have access to the best practices, latest technology and efficient.

The 3W Recruiting Services include: Administrative Functions; Applicant Tracking; Candidate Assessment, Screening and Selection; Competitor-Industry Sourcing; Job Advertisements and Postings; Recruitment; Requisition Management; Resume Database Searching; Social Network Sourcing; Track Organization and Management; and Trade Groups.

The 3W HR Support Services include: Compensation and Benefits Processing (job description, etc); Employee Relations (policies and procedures, interviews, etc); Organizational Development (audit, analysis, etc); Payroll Administration (attendance tracking); and Performance Management (surveys, planning, etc).

ICT and Creative Services

ICT (Information and Communication Technology) is perhaps the most outsourced function in business today. In Australia specifically, the shortage of ICT talent has prompted the government to recognise the need to attract talent from offshore locations. This field requires  specialised skills and the higher the expertise, the higher the value. Most small businesses cannot afford to hire the best talent because of the high compensation  usually demanded. 

By outsourcing this  requirement, small business owners get access to this expertise without having to deal with the high  cost usually involved. Depending on the  type of engagement and project outsourced, the client only pays for the service that is required  when it is needed. Thus maximizing the output needed without paying for unnecessary  staffing costs.

The 3W ICT and Creative Services include the following specializations: Flash Design/Animation; Graphic Design; IT Support: System/Network Administration; Quality Assurance/Testing; SEO/SEM; Software Development; Web Design; and Web Development.

IT Contracting

IT contracting refers to the process in which a client outsources an IT-related business function to an outside provider. It involves the searching, selection, training, project completion and delivery of the intended output as agreed upon in the contract. Issues like expertise, high compensation requirements and costly infrastructure support push the businesses to outsource this function. The burden of recruitment is challenging and critical to the success of the outsourced project and it mostly falls on the shoulder of the service provider.

With a wide talent pool from a reliable BPO partner in Manila, 3W has developed a collaborative approach so we can deliver innovative and high quality. The available team of reliable and qualified IT professionals have the ability to identify opportunities that will drive business process improvements.

Armed with extensive experience in the Australian ICT industry and access to global resources, 3W can make IT contracting an easy endeavour for any organization.

IT Support: System/Network Administration

Almost all types of business rely on ICT programs to run certain functions.  As these are quite often integral to the success of the business, it is vitally important that the hardware and software is supported by a System or Network Administrator.

These administrators will carry out the installation, support and over all maintenance of the network. The details of the job vary - depending on the type of system that is being used by the company. A blend of technical skills are required - not to mention a certain amount of people skills to help the non-ICT employee understand how to utilize the program.  Permanently employing an experienced professional to take care of  this labour intensive role is quite expensive, which is why it is one of the ICT related tasks that is often outsourced.

Joint Innovation Assessment

The Joint Innovation Assessment is the process by which a study is done to determine the innovative possibilities between the client and service provider. This is done through an audit of both parties. The relevance of this is to further enhance and improve the outsourced function as well as find growth in the partnership of both organisations.

Knowledge Process Outsourcing (KPO)

Knowledge Process Outsourcing or KPO is a sister of BPO (Business Process Outsourcing). Unlike BPO which is rule-based processing, KPO provides a higher level business function that requires knowledge based capabilities. It requires a certain level of domain expertise, judgement and low level decision making capabilities. These decisions are usually those that can be easily  changed if  needed. KPO usually includes Research and Analytical related services.

Key Performance Indicator

Outsourcing companies refer to Key Performance Indicators to measure the success and productivity of the outsourced business function. It is a metric system that  is defined prior to the implementation of the project. It is essential to future strategic decisions that will be made in relation to the investment made in the outsourced function.

Language

Language  skills can be a barrier to the success of an outsourced business function. In selecting a service provider and professional resources, the client must ensure that language and communication  styles are compatible with their own.

Live Chat Support

Live Chat Support is a great way for businesses to retain and attract loyal customers. In any industry, great service and customer support are effective tools for client retention. If  a customer’s experience is that they are getting much more than just a product/service for their money (e.g. easy access to solutions, general support, technical support) they will keep  coming back and ‘market’ the company through word-of-mouth.

The  customer service agents for the Live Chat Support that 3W aim to recruit are those who can give all of the above mentioned support plus lead generation and other sales generating tasks. The agents use state of the art facilities backed up by the latest technology. 3W can provide staffing, integration, CRM, reporting and analytical services. An option between Live Chat and Email support is also available. The benefits from this partnership will bring increased sales, improvement in customer service, custom solution for the business, domain expertise with great results, real-time customer interaction, seamless application integration and 24/7 service.

Managed Services

When an outsourced business function is short term or on a project basis, it is referred to as a Managed Services. This type of outsourcing arrangement can either be managed by the client directly or by the service provider. The billing will depend on the agreement between parties but the choices are between output based (project completion or milestone attainment) and manpower based (per hour).

Services included are Web Designing; Graphic Designing; and Software Development. Any short term arrangement that has a definite delivery date or can be measured through output can be placed under Managed Services.

Memorandum of Understanding

The Memorandum of Understanding  refers to the final and legally binding contract that precedes the transfer of information and implementation of the outsourced business function.

This document contains all the details, clauses and limitations of the agreement between the client and the service provider. It includes the scope and parameters by which all concerned in the project work in.

Nearshore Outsourcing

Nearshore outsourcing or Nearshoring refers to  outsourcing a task or service to a provider that is located in another country that is within a similar time zone. For instance,  outsourcing to the Philippines is considered nearshore outsourcing for most Australian companies as the time zone difference is only a few hours.

By engaging with an outsourcing supplier from a nearby country, the time zone difference is lessened. The language barrier and the cultural difference will depend on the country involved. The cost of hiring from a nearshore location is also usually cost friendly when compared to onshore outsourcing.

Non-Disclosure Agreement

A Non-Disclosure Agreement is usually  arranged in the pre-contract phase when the service provider is given access to sensitive information by the client. It binds the provider in a confidentiality contract wherein the data given is available only to the people relevant to the  negotiations.

Offshore Resource Solution

This was created by 3W in response to the lack of IT resources in Australia.

It begins with the creation of a specific recruiting profile for the staff that the client wants. This should ideally be based on the business goals and needs of the company or organization. Once this has been created, 3W will recruit, pre-screen and interview the candidates to establish a shortlist  for the client to review. The final round of interviews will be done by the client thus ensuring the success of the project.

When the final  candidate has been selected, an agreement will be drafted and signed. This is the official contract between 3W and the client. The start date will be determined for the new staff. The office, infrastructure requirements, orientation and other HR related functions will be handled by 3W while the client finalizes the work flow of the  candidate selected. Project management may or may not be included in the package but it can be discussed prior to the signing of the agreement. The Offshore Resource Solution seeks to help clients find the perfect IT  resource that cannot be found in house or is too costly to be employed from onshore. 

The client also has the option of  using offshore staff. This arrangement can provide a simple starting point for integrating an offshore team into the existing business. Though a part of the team is found offshore, the client maintains management control and will not have a problem with coordination as reliable and effective communication systems are already in place and supported by state-of-the-art facilities.

For more information, See Outsourcing Process.

Offshore Outsourcing

Offshore outsourcing refers to outsourcing a task or service to a provider that is located in another country,   usually beyond neighbouring countries. In Australia, that includes countries such as China, India, and Russia - to name a few. 

The benefit of offshore outsourcing is getting an expert to perform a task that is beyond the client’s capability to perform. By having the option to choose among developing countries, the possibility of  reducing costs is likely.. The disadvantage includes time zone difference, language barriers and cultural diversity. Although this large time zone difference can allow businesses to have one team working while other team sleeps.

Onshore Outsourcing

Onshore outsourcing refers  to outsourcing a task or service to a provider within the same country as the client but is outside of the actual company. This  provider is contracted to carry out a business function  for the client. It is also known as domestic outsourcing.

The benefits of onshore outsourcing include working in the same time zone and getting rid of the language barrier that offshore and nearshore outsourcing can be troubled with. The cultural difference is also not an issue here. Of course, the cost will not be as low as its counterparts but the benefit of hiring the talent only for the specific time that it is needed can still be a cost saver.

Outsourcing

Outsourcing is a business strategy in which a company gives a core or non-core business function to an outside service provider. The reasons for outsourcing include lack of in house expertise  or cut backs on CAPEX or OPEX.

Outsourcing can be done in three locations: onshore, nearshore or offshore. This strategy is particularly beneficial to small and medium sized companies. Technological advancements have made this possible in the last 5 years.

Outsourcing process

The 3W outsourcing process is a 7-step procedure. It is a simple, cost efficient and guaranteed way to make outsourcing work for a company or organization.

1. Free Consultation - this is a no obligation meeting where 3W will help clients identify the goals and needs that led to outsourcing. It can be done face to face or via phone, video conference or email.

2. Creating a Plan - this includes creation of the Recruiting Profile, infrastructure requirements, hiring process, timelines and pricing structure.

3. Putting together the Team - the hiring process as discussed while creating the plan. Before sending candidates over to the client, 3W will use its expertise to shortlist the talents so as to make the selection process as efficient and effective as possible. These candidates can be interviewed via phone or video conference for convenience.

4. Finalizing an Agreement - once the team is  finalised, a formal agreement will be prepared and signed by  the client and 3W.

5. Set Up – once the agreement is signed,  3W will assign office space, workstations and network infrastructure - as needed by the team. Once the training is completed, the team can begin working for the client.

6. Support -  once implementation is underway, 3W will continue their support via the HR and Tech teams that will ensure that operations run smoothly  for the length of the contract.

7. Growth - 3W will not just stop at supporting but will also find ways to improve and grow the business function that is entrusted by the client.

After this 7-step Outsourcing Process, clients will find out just how easy, risk-free and indispensable outsourcing is for a business.

For more information, See Offshore Resource Solution.

Personal Assistance

In business, maximizing the limited time that you have is only attainable it you concentrate on what you do best. This promotes productivity and efficiency that will give you more potential to earn. However, that does not mean you can forget about the tasks and functions that are necessary to keep your business running. So what do you do with them? Outsource!

These functions can include such things as answering emails, answering phone calls, keeping track of social media channels and other organizational tasks that are relevant for business. All of these can be given to an offshore personal assistant. Why offshore? So you can hire someone for a  cheaper per hour rate than  is possible onshore.

There are highly educated, professional and motivated personal assistants in the Philippines (our nearshore partner). Your day to day affairs will be taken care of by the best staff  from our state-of-the-art facilities. We also provide supervisors to monitor their performance for you.

Here are some tasks that an Offshore Personal Assistant can do for you: Bill Payments; Creation of Correspondence, Proposals, Presentations and Spread sheets; Customer Support; Data Entry/Transcription; Email Management; Lead Generation; Online Presence Updating; Press Release Distribution; Research; Schedule Management; SEO/Online Marketing; Travel Arrangements; Venue Booking; Website Maintenance.

Privacy Policy and Rights

There are two types of information: personal and sensitive information. 

The personal information refers to any data about  a candidate - opinions, work performance ratings, work experience, qualifications and aptitude test results. Any information collected  as part of the recruitment process is kept secure.

Sensitive information is a category of personal information that is perceived to be more confidential than the other personal information. It may refer to medical records, special needs or requirements or even criminal records. These will only be disclosed with consent from the candidate.

All personal and sensitive information will be collected by a separate recruitment service that has partnered with 3W.

The Policy  is as follows:

- The  candidate has the right to access their own information sheet but it is subjected to the exceptions as stated in the National Privacy Principles.

- All information will be investigated through the references provider for by the candidate.

- Information will only be divulged for the following reasons:

a. to find suitable work placement

b. to analyse any training needs

c. performance appraisals/assessments

d. workplace rehabilitation

e. any investigation or legal inquiry involving the  candidate

f. insurance claim or proposal

- Information will be divulged to any person that can influence an IT talent’s work placement or professional welfare. Information can also be given to anyone with the legal right to obtain it.

The IT Talent can correct or update the information filed with 3W any time and as needed.

For the Client, see Data Gathering Process.

Process Owners

Process owners are those responsible for the quality of the performance and the output being derived from the service provider. This person or team manages the growth of the outsourced business function and reports on its progress. Improvements and innovations are also determined and initiated by the process owner.

Qualification Process

Hiring the right  candidate is crucial to the success of an outsourcing investment. The 3W process will ensure the client that the  resources provided will perform according to their expectations. 

This standard is maintained through the following:

- Utilizing the Rich Resources of the Philippines. With superb English communication skills, the Philippines is fast becoming a leader in the outsourcing industry. Couple that with ivy league quality education, the  resources that 3W  hires from this offshore  location is guaranteed to beat those from other countries.

- Comprehensive Recruiting. 3W has access to an extensive referral network within academic and industry circles. Through innovative methods, the best and brightest candidates are attracted to put their talent and trust in 3W - allowing the company to be a goldmine  for skilled resources.

- Rigorous Screening.  Candidates go through several interview stages and reference checking before they are presented to the client for final interview.

- Careful Management. This is the support that 3W has for the  resource provided for the client. They are provided with the best training  facilities, and support in order to help them provide the best service for the client.

- Focus on Retention. Continuity and long term engagement allows for further enhancement of work quality and expertise. 3W aims to maintain a strong retention record by focusing on employee satisfaction.

Quality Assurance/Testing (Software Development)

Good software development is not  complete without a thorough QA and Testing procedure to ensure the software is delivered according to the specifications in the contract. This is probably the most important part of software development.

It is not advisable  to let the developer test  their own creation. Hiring a separate entity to test for any quality problems is the best way to ensure that  a new application is performing as required. It is a process that involves expertise plus intensive and expensive labour. The solution is outsourcing the service  to a provider in a developing country to save on costs without sacrificing quality.

Outsourcing this service  to the Philippines is a good investment as 3W  is able to access highly qualified and experienced testing professionals. Most  come from an ivy league education background and are industry veterans who have ‘cut their teeth’ working for  multinational corporations that have invested in their territory - IBM, Convergys, Hewlett-Packard, among others.

Quality Assurance and Testing services include: Acceptance Testing; Application Testing; Functional/Regression Testing; Independent Stakeholder Testing; Integration Testing; Load/Performance Testing; Platform Testing; Scalability Testing; System Testing; and Unit Testing.

Recruiting Profile

A Recruiting Profile is similar to a job description. This document contains a clear description of the tasks and responsibilities that the job entails. It is the first step in hiring the right  candidate for the outsourced business function. This document will ensure that the search and selection will be  fast and accurate.

A good recruiting profile must be clear and concise without empty or vague promises. It is the initial agreement between the client and  their  outsourcing provider prior to the drafting of the official contract.

Risk Management (Risk free investment)

See the 3W Guarantee.

Sales and Customer Support

Although Sales is a  function that  is usually best handled by experienced in house professionals who can represent the company in the best light, there are aspects of the process - Customer Service in particular, that can be outsourced. All it takes is a  good training program,  well written scripts and product knowledge and you have the makings of a Sales and Customer Support team.

Outsourcing Sales and Customer Support is one way for companies to relieve themselves of the burden of handling numerous sales  consultants and managing their day to day activities and welfare.

3W offers Sales and Customer Support with the following specializations: Customer Service; Live Chat Support; Social Media Monitoring; and Telesales.

SEO/SEM

Online Marketing operates within a whole new set of rules. It is dynamic and fast evolving  and opens  a lot of opportunities for business owners.  The rapid pace of change  of the online space make it is increasingly challenging to stay in the lead or be recognized in your own domain of expertise. 

Two concepts used by Online Marketing to succeed are known as SEO and SEM. SEO stands for Search Engine Optimization while SEM refers to Search Engine Marketing. The idea is to ensure that customers can find  a business online by maintaining their presence to maximize the resources of the company.

3W has the talent that can bring you the following services: Competition Analysis; Data Collection and Analysis; Extensive Keywords Research; Link Building; Search Engine Marketing; Search Strategy Development; Website Optimization; and other Online Marketing Strategies.

Small Business Solution

Small Businesses are the real beneficiaries of outsourcing. The Small Business Solution refers to a packaged service that is designed specifically for small businesses.. These are especially helpful for those who do not require a full-time employee in one area but instead require a variety of services on an on-going basis.

This can be a custom made service that can provide the small business with an entire team of specialists for a low monthly fee.

Social Media Monitoring

With the emergence of social networks and user generated content, companies are pressured to maintain an online presence in order to be in constant connection with their target market. Whether the business is small or a multinational company, the investment and rewards are equally great so it provides a levelled field where both can compete. It is a cost effective way of keeping close contact with the market and  tasks such as  market research, surveys and feedback gathering are easier to conduct.

This marketing opportunity is too good to pass up so the need for Social Media Monitoring has become  very important. The service provided in this monitoring includes management of the raw and real-time nature of social media and ensuring that the social media channels and Cyber space interaction are all within legal limitations.

The responsibilities involved in Social Media Monitoring  are tedious and time consuming so outsourcing it is a common trend. 3W can recruit Social Media specialists that can monitor and engage the target market in the social media channels to increase awareness and online presence for the brand of the client. They can effectively protect the brand image and efficiently promote it to encourage sales.

Software Development

Software Development is a task that is outsourced by many companies. It is a very expensive business requirement that can only be done by  qualified and skilled developers. The dangers of cutting back on costs to hire a lesser skilled personnel may result in cost overruns, missing functions and delays in implementation. These and other numerous factors affect the investment and overall output thus pushing companies to outsource this crucial task.

By outsourcing software development, clients pass on the job to an expert who has  the necessary experience and facilities required to accomplish the output as expected.. The cost of hiring an in house software developer is  higher than engaging an external provider for a specific period only. Add to that the option of being able to use talented resources from a developing country with lower salary rates and you can concentrate your budget on the software itself.

3W Software Development  resources can provide the full Lifecycle  of services. From the development to testing and maintenance (if needed) can be provided by the IT professionals that we get from the Philippines. The services offered in this outsourced field includes: .NET Application Development; Application Development for Mobile Devices; Database Design and Programming; Java, C++, C#, Visual Basic, Perl (and more); PHP Development; and Social Networking Application.

Continuous training and education is done to ensure that the services are kept up to date.

Specialisation

Specialisation allows for faster recruitment as the talent pool is categorized based on expertise. It does not mean the talent resource is limited however. Specific requirements that are outside the specialisation list will just take more time to find.

The 3W Specialisations are divided into 3 groups: Back Office Support; ICT & Creative Services; and Sales & Customer Support.

Telesales

Telesales is an effective tool to generate revenue but the costs to manage and maintain it can be too great for companies  trying to survive in an unstable economy. This direct marketing method involves cold calling leads from a system generated list that consists of the target market. It is a job that many of us don’t like to do, but it can  produce great results.  Unfortunately the  overhead costs  of doing this in-house can be quite overwhelming.

The solution is to outsource  to a provider who has the right talent backed up by a state of the art facility. This is what 3W can give with the partnership made with the BPO office in Manila, Philippines. Armed with VOIP, Softphones and Virtual PBX, Telesales has never been this cost efficient and effective. A team of one or 100 agents can be solely dedicated to the client’s brand and product.

Third Party Vendor

Third Party Vendor refers to a separate supplier  who provides the actual output. The service provider then become the middle man that coordinates all the arrangements between the client and the third party vendor. This happens when the service provider is lacking in the resources that the client requires. For instance, 3W is the service provider while the partner BPO center in Manila is a third party vendor where the IT professional comes from.

This is a sensitive issue because security measures are at stake. It should be specified in the contract if the use of the Third Party Vendor is allowed by the client or not.

Total Cost of Ownership

The Total Cost of Ownership  is a quantitative measurement, specifically the financial value of all the services and output provided for the client.

Getting the Total Cost of Ownership will require the following values to be computed: Monetary payments made to the provider; Extra expenses incurred such as administration costs, change management, etc.); and other Performance related expenses that will help maximize the output that will be produced.

Transparency

Transparency is an important aspect of outsourcing. The distance and lack of physical presence between the client and outsourced resources could raise problems  around management and control. This is why 100% transparency is needed to ensure that the client is getting the best value for their money.

There are 3 types of transparency (as defined by the 3W process).

The Pricing transparency involves the salary and benefits that the staff members are getting. This can be directly negotiated by the client with the employee. The mark up is clearly defined and it covers the office space, workstation, connectivity, administration and technical support as well as operational management.

The Operational transparency is done through webcams and IP cameras that the client can use to view inside operations. The office in the Philippines is also open for visitation so the client can view for themselves what is covered in the fixed mark-up cost that they are paying.

The Management transparency allows clients to deal directly with one or both Joint CEOs and the management team via the regular reports on the staff employed. These reports include attendance and productivity monitoring.

Users

The Users are the beneficiaries of the output who can give an account of the total performance of the output as delivered by the service provider. Surveys are among the forms in which clients can get the feedback from the users to help improve the partnership of the service provider and the client.

VOIP and Voice Conferencing

Having a distributed team requires a solid and cost efficient communication system to be in place to allow the client to communicate effectively with their team offshore.

The Voice over Internet Protocol or VOIP is a system that allows voice communication and conferencing over the Internet - thus making meetings and discussions possible anytime and anywhere -  for around the cost of a local phone call.

Web Design

In the new era of the Global Economy, it is sometimes more rewarding to maintain an online presence than in the real world. An effective Online Marketing strategy is ensuring that this online presence is  available at all times. SEO/SEM takes care of directing traffic  to the site. A good Web Design will  help ensure that  visitors stay and  surf through the site. Only a few seconds is needed to capture or bore the visitors on the web site. So making it interactive, dynamic and relevant to the search will spell the success of your marketing efforts.

There are DIY tools in the Internet that can help with a start-up website but if the intention is to make it into a money-making site, then a Web Designer must be employed. Creativity can never be automated so some manual intervention will always be worth investing in.

3W understands  the importance of this investment. With access to both talented designers and skilled developers, 3W can provide a single  resource or an entire team who can create a site that offers advance functionality, expandability and clean, cutting-edge design – without compromising the vision and personal touch of the business, of course. More than just the design, a good package includes a fully customized site with a complete strategy. 3W clients will also get the latest techniques, SEO-Oriented sites and consultation benefits for both content and marketing.

Web Development

Developing a Website is crucial to a company wishing to create an impact in the online community. While it has to work hand in hand with Web Design and SEO/SEM, Web Development must be done by a skilled professional.

Outsourcing Web Development is a common practice with the intent of cutting back on the rather expensive costs of hiring a professional website developer. Though low cost is not hard to find, it is oftentimes met with problems like communication, integration and oversight.

3W Web Development combines good talent and low costs. By  providing clients web developers from the Philippines, communication is not a problem  as English is almost a first language. Filipino developers are trained by ivy league quality education and combining that with state of the art facilities, great output is guaranteed.

Web Developers from 3W provide services from planning to QA and and Roll out. There is wide experience  in PHP, .NET, ASP, C, C++, Ruby, Java, VB, SQL, MySQL and other programs. Outsourcing options include a dedicated development and monitoring team or a per-project based talent.

Year

The Year is the time frame in which contracts are usually in effect. For long term arrangements, this allows the client to switch  resources or service providers should their performance be assessed as below expectations.

Zone

Zone refers to the time zone that has to be considered when dealing with a diverse and distributed team. Having similar time zones are necessary for some outsourced business functions while other services may not be as relevant.

For instance, having a customer service provider from the Philippines will be better than having one that is in India as the time zones are closer. Otherwise, costs for the service will have to include night differential allowances and other similar charges.

For further information please contact: 

Bruce Mills

Joint CEO & Director

3W  IT Consulting | IT Contracting  

 Free Call:  1300 857 773

P: +61 7 3897 3009 | F: +61 7 3102 6280 | E: bruce.mills@3w.com.au | W: www.3w.com.au

Follow 3W Jobs: twitter.com/itemployment | Why Choose 3W? www.3w.com.au/intro/3W.html

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Karen Valeza

Karen has been a consultant with 3W since October 2008 and is receiving this award in acknowledgement of her dedication not only to 3W but also to her clients and fellow team members.  Karen is not only a very experienced Software Engineer but she is also proving to be a talented Business Analyst who easily earns the respect of her management, clients and peers.

Congratulations Karen!

Latest 3W Brochure on Outsourcing and BPO Services.