I wrote this set of four shortform case studies to appear inline within the Services homepage of XML International’s website. For this reason they are each limited to three sections: Company; Challenge; and Solution, and each written to tell a complete story in a few seconds. Tone of voice is focused and uncluttered. Suite of web case studies for workforce solutions provider XML International.*If no image of the finished project is available, my .pdf copyvisual or .docx copysheet is shown in its place.
CASE STUDY 1
This client had secured an outsourced Managed Service contract from a telephone operator in South America, which required it to deliver a function which had previously been provided in-house, by the operator’s own employees. The contract stipulated the need to re-employ absolutely all employees to deliver the new Managed Service.
XML was tasked by our client to take over the employees concerned, and to deploy them in providing the new Managed Service. The key challenges were to avoid resistance, keep within agreed budget, and ensure that we did not lose any of the employees in the process. This was made more difficult by there being some changes in the compensation package, as well as by the terms that our local XML subsidiary was instructed to provide. Additionally, while there was no union involvement, the employees themselves spoke regularly with each other, comparing notes throughout the process.
Assessing this an assignment requiring significant diplomatic skill and experience, XML appointed a senior manager to lead the project. He first conducted one-on-one conversations with all stakeholders, taking onboard all concerns and going to great lengths to devise contracts and terms that would satisfy employees, operator and our client, the MSP contract holder. As a result, we were able to complete the process with total success. Key to this was the effort we put in to demonstrating to the employees that, despite some changes in their terms and benefits, they would not overall be any worse off. In fact, as we were able to show, they were likely to be better off in their new status as employees of XML’s subsidiary in their country.
CASE STUDY 2
Our client in this case was a global information technology company that builds high-performance, security-centric solutions for enterprise and governmental organizations. Their offer includes security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing.
The client tasked XML to hire 120 engineers in 60 countries spread across 4 continents to provide IT support to one of its clients on an inventory and maintenance services task. For us, the core challenge here lay in the operational/coordination effort required to ensure the resources were in place on time at the end client’s sites, able to implement a highly specific and rigid set of deliverables accurately and to the agreed deadlines.
Identifying and recruiting a team of this size across geographies is the kind of project on which XML comes into its own. Our first task was to identify appropriate resources, negotiate on their terms and carry out careful vetting. We then proceeded to onboard our engineer hires, and to carry out training and briefing to our client’s specification. Scheduling and organisation was then carried out so as to bring all engineers onsite at our client, on the agreed dates, to commence provision of the service. From there we carried out our verification of the deliverables, submitted this in hard copy to our client and obtained their approval. Payment was then processed swiftly and efficiently to all engineers.
The project had a ramp time of just 6 weeks, leading into a contract term of 2.5 to 4 years. Ultimately, our achievement was to provide our client with centralised project management with local sourcing capabilities across all locations.
CASE STUDY 3
This client operates a unique training environment, enabling organizations to skill cybersecurity teams using a platform that deliverers sophisticated and realistic attack scenario simulations on-demand. The platform is used by leading information security operators around the world to equip expert response teams with the foundation, skillset and experience needed to deal efficiently and effectively with real attacks.
Having secured 2 largescale projects in Colombia, the client tasked XML with sourcing and setting up a local team capable of delivering its highly specific services. In addition to the required niche telecom and cyber security skills, our brief demanded we source individuals with specific personality types and high levels of interpersonal skills, who would be capable of co-ordinating and conducting the knowledge transfer involved.
Our solution covered a full spectrum of implementation, integration, customisation, localisation, maintenance and support. Having immersed ourselves in the specifics of the project and its requirements, we set about sourcing and engaging the engineers meeting both skillset and personal specifications. We then managed training of the engineers, leading directly into successful launch of the project. Recruitment and hiring covered around 2 months, and training a further 6 weeks. Delivery of the specified service then continued for 7 years. We were able to provide highly specialized knowledge and guidance to our client throughout the process, while confirming for ourselves that skilful recruitment of top quality people is the key to successful delivery on any project.
CASE STUDY 4
This client was a multinational corporation headquartered in the US with support and development centers located around the world. The company specializes in the provision of software and services for communications, media and financial services providers and digital enterprises.
XML was tasked to recruit and engage a team of experts in a number of highly niche, legacy platforms servicing billing and mediation. This in itself is a sizeable challenge given the increasing scarcity of specialists in these systems. This was compounded, however, by the requirement for the whole team be relocated to, and subsequently based out of, the Saudi capital, Riyadh.
Our solution involved us in first identifying appropriate resources and carrying out thorough vetting. From there we worked through a comprehensive candidate onboarding process, also dealing with all processing of visas, accommodation, insurances, transportation and flights to locate the new team to Riyadh. In total, the project involved 4-6 months of implementation, and led from this to a long term engagement for ongoing support. For our client, we were able to delivered cross-border talent sourcing expertise and consultation, plus relocation support. For XML, this complex and challenging task provided confirmation that analytical, methodical and systemic search makes it possible to deliver against even the most exacting assignment.
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