Suggestions for a Sucessful KT
Recently I have been a part of a SCN discussion thread, where we have discussed about some critical factors needed to be considered professionally while KT is planned in IT out-sourcing model. We had some really thought provoking inputs provided by Martin, Anand and off course Craig, who have moderated our entire discussion in the below thread:
I would like to summarize this discussion in the form of a BLOG, which can add value to a wider audience, who time and again come across such situations in their business activities. Before I proceed ahead in documenting the points discussed, I would like to sincerely thank all the participants for sharing their valuable inputs. Will request others consultants/readers reading this blog to share their thoughts and experiences as well, so that this document can be improved for better usability of the community.
Their are certain essential factors needed to be considered during different stages of KT process, majorly applicable for an IT outsourcing model:
A) Before KT – A basic preparation form the team receiving KT can really help this process a big way.
- The team receiving KT needs to understand what kind of industry and major business processes, your client is engaged with, For example, is it Chemical, or Automotive, or Mining, or Manufacturing, or Agro-business, or Hi-Tech, etc
- Go through client’s home page and try to gather some generic inputs about the industry they are working with and their geographical presence, which is adding as a plus factor for success in competitive business.
- If possible, make a SWOT analysis based on your own high-level understanding about the major processes implemented, depending on data available on public domain. This is not a mandatory step, but at times during KT you can ask some specific questions which may add value.
- If possible, try to collaborate with your counter parts, having different industry domain experience and discuss your observations at high level . If someone who has worked in shop-floor for similar domain, but NOT a part of this present KT team, then his inputs can be really useful for your better planning and preparation.
B) During KT – Important technological and behavioral factors, needed to be emphasized religiously.
- As Craig rightly suggested, it’s not always a easy or lucrative task for someone who is responsible for the KT process. There may be ‘uncertainties’ linked to it and hence it needs thorough consideration form the team.
- Utmost courtesy needs to be maintained through the entire KT process, based on cultural sensitivity factors.
- Try to be a Good and Active listener while KT process is on. There is no herm in asking a question more than one times, but if the same is already answered before to someone else, then it may not look good to ask it again.
- While KT, try to make the sessions interactive by sharing your researched inputs, and try to get better clarifications. Please note that KT responsible may not have all detail level inputs ready at the moment to share. So, please keep the channel for further collaboration open, for example email feedback, reverse KT, etc.
- Please plan for some technical sessions, where major aspects for processes can be explained to maximum possible extent. If due to time constraints, this step is not planned or getting delayed, then you can follow-up with team for email sharing of the documents. In turn, you can go through the details provided and send email back to KT stakeholder, if there are any open points.
C) After KT –
- Please collect available documentations form KT provider like Business Process List (Commonly called as BPML), Detailed Process List (Either Visio or Power Point presentation of detailed processes implemented), RICEFW list (Majorly used by ABAP Team), GAP list (For any un addressed topics), Customization Document (majorly used by Functional Team), Z-report list, Interface List (which are not included in RICEFW list), Batch Job List, etc.
- If there are any open documentation not available during KT, then please ensure you receive them before KT process is over. Because once KT is done, then the entire responsibility lies with the next team to maintain business continuity.
- Plan for a reverse KT, if agreed in your contract. You can do it informally too through emails, whichever is comfortable to you and KT responsible.
- Once KT process is done, please share your vote of THANKS to KT provider. This is very important to show professional respect to the team who have done a tremendous job and helped your team to complete the KT.
Thanks Arigit for putting this BLOG up!
I'm sure it will help others in the future.
Very well explained and great efforts Arijit! 🙂 . We generally observe that if the organization size is bigger, they work with 2-3 service providers at the same time. One offers regular support to daily tickets while another deals with only implementation or roll outs. The involvement, sometimes even differs phase-wise. Like BBP and solution part are done by one service provider while another partner takes care of trainings only.These are all business dynamics. So from this context if we see, the KT becomes imperative.
You have really mentioned a few good points. Listening is an art and that is what is the backbone of any KT sessions, rather overall consulting. I also liked the idea of reverse KT. It really makes the team (who is receiving) to go through the processes on its own and sometimes even prepare the test cases to cross verify it from the counterpart.
Ticketing tool plays vital role for support service contracts. We often see that many web based applications are followed by the customers to log the tickets. It's not that everyone has solution manager. So this also should be considered as a part of KT. Smooth functioning takes some time for the new party that comes in to picture so it is always better to have some place holder like transition period where both the partners are involved to support the customer's system during this period.
The discussion in the thread was worth as we get this helpful blog as an outcome!! 😎 Thank you Craig S for the innovative idea. You have also mentioned the very valid points in the thread!
I couldn't agree more, the blog is indeed very informative for knowledge transfer. Especially the point on Reverse KT & documentation, which is generally ignored in many project transitions.
"Sign-off" is one of the critical things that can be included in the blog too. This is very much important from both the parties (presenter & recipient).
Awaiting more such blogs in future.