Client Engagement Model

A strong, proven client-vendor engagement model is the foundation for a successful offshore experience.  Since each client has different requirements and expectations, it is important to plan in detail from very early on and clearly define roles and responsibilities.  Shift Labs’ US presence of architects and project managers allows these crucial first steps to be taken with as much mutual involvement as possible, greatly increasing the probability of success and subsequently bringing business value through Information Technology.

Our client engagement model involves the following steps:

Preliminary Action Plan: Having a preliminary action plan in place is important to keeping all planning and preparation phases moving on schedule and promoting clarity throughout the process. A preliminary plan will outline:

• Requirements and documents to be completed prior to beginning engagement.
• Timeline for mutual discussions and planning sessions.

Planning and Preparation Phase:  At this stage in the engagement process all documents and plans are organized, reviewed and finalized so that initial work can begin.  Common steps in this stage include preparing:

• Scope and Vision Statements
• Defining Roles and Responsibilities:
• Framework for Vendor-Client Work
• Define Key Performance Indicators (KPI, Metrics)
• Create Practical Service Level Agreement (SLA)
• Create Two Party Statement of Work (SOW)

Pilot the Model: Testing the model created in the planning and preparation phase should not occur during full scale development.  A pilot run is crucial for both the client and vendor, as it will allow for the opportunity to make adjustments and improvements to the model. 

Full Engagement: Once the pilot stage has been completed and any issues have been ironed out and optimized, full scale work can be commenced.  Adjustments and improvements to the tailored engagement model and current project will continue throughout the engagement and will be implemented with maximum clarity and effectiveness.

Shift Labs – Client Engagement Model: