Offshore Industrialization of Service Delivery – Gains and Challenges

Speaker: Dr. Wolfgang Messner

Title: Offshore Industrialization of Service Delivery – Gains and Challenges

Abstract: Successful offshoring is not merely a transformation in terms of delivery location, which in itself already involves many challenges. What is more, the transformation also affects the way functions are served in an industrialised fashion from centralised multi-client delivery centres, using standardisation and segmentation for the most efficient results. The benefits are challenged by switching from face-to-face communication to stringent documentation, using collaborative tools, adapting to other cultures, values, and aspirations.

Dr. Wolfgang Messner has been associated with India’s IT industry since 1998 when he was an expatriate project manager for Deutsche Bank in Bangalore. Later, he also spent a term as visiting faculty at the Indian Institute of Management Bangalore and recently completed three years as offshore delivery director for Capgemini in India. He holds a Ph.D. in marketing from the University of Kassel, an MBA from the University of Wales, and a Masters Degree in computing science from the Technical University Munich with studies at the University of Newcastle upon Tyne. He is the author of the books “Intelligent IT Offshoring to India” (Palgrave Macmillan 2010) and “Working with India” (Springer 2009).