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Hi @Marilyn Nichols. I’ve been using off-shore resources in India and The Philippines for about 15 years and sadly am not surprised with the issue described in this “confession”. In my experience, off-shore teams can be a good asset and very cost effective - with the proper local project/team management. Most of these teams (there are a few exceptions) require a much higher level of oversight than on-shore teams. This includes multiple status calls per week, more detailed documentation, and requesting changes to team members you’re not comfortable with. A good vendor will make these adjustments quickly. In addition, I find a competent, dedicated offshore team lead (that speaks acceptable English (or your native language)), is worth an hourly premium rate. It will also help for the client to update their off-shore vendor's MSAs and SOWs to add/modify SLAs to clearly state that these types of issues are to be correct quickly and free of charge. I’ve even seen invoice discounts due to certain blatant errors. Again, a fair amount of “micro-managing” can go a long way to avoid these issues in the first place and improve the level of service from the off-shore team.
