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Case Studies
The Problem
Like other global businesses, Cable & Wireless was moving a significant proportion of its activities off-shore, outsourcing to partners in India. However, it was clear that some combinations of C&W and outsource partner teams were performing much better than others. In fact the effectiveness of teams ranged from delivering 25% of objectives to over 300%! A dramatic difference. Chemistry were asked to help C&W understand why this was so and how to make sure all the combined teams were high performing. We found that the effectiveness of the combined team was directly linked to the "fit" of the individuals between C&W and their outsourced partner. How We Helped Chemistry isolated the defining characteristics for people who were most successful within the combined relationship and also those that weren't! With this data Chemistry created a simple cost effective screening tool for C&W and their outsourced partner, a tool that allows them to build and sustain an effective combined team by hiring the right people, every time. Finally, we communicated the different possible profiles to business leaders in both organisations using simple language and a bit of creativity. We characterised the different profiles as animals. For example traditional western style, more autocratic managers were Great White Sharks - they struggled to work well with their Indian colleagues. However Leopards worked brilliantly, equally fast moving and decisive, they were more approachable and perceptive of other peoples feelings and motivations. The Result Cable & Wireless and their outsourced partner are now using the screening tools to hire any management role in the relationship, with the CIO extending the use of the tool to his own team and C&W internal moves. The work has made a dramatic difference to the performance of the outsourced functions and given C&W the confidence to complete their outsource plans in the knowledge that they have unlocked some of the code needed to make the outsourcing dream deliver the value it promises.
