NDLI: Enhancing Customer Partnership Through Requirements Framework

Content Provider	IEEE Xplore Digital Library
Author	Vijayamma, D.K. David, N.Y.
Copyright Year	2010
Abstract	iGATE, the first integrated Technology & Operations (iTOPS) organization in India had a steady climb in the customer’s value chain in terms of penetrating deeper (instead of wider) into customer portfolio. More and more customers were proposing ‘partnership’ model. One of the focus areas in partnership was ‘requirements engineering’ as the challenges faced in this area were affecting both iGATE and its customers. In spite of iGATE having established process and tools, some of the critical projects experienced cost and schedule overruns due to missed requirements. While the conventional Root Cause Analysis (RCA) approach resulted in incremental benefits, an integrated approach to tackle the challenge was the need of the hour. The paper portrays how a robust Requirements Framework was evolved over a period of one and half years crossing several milestones on its journey such as integration of training and technology, project execution and facilitation. The results of implementation was (i) increase in completely owned development projects from 2% to 12%, (ii) increase in resources engaged in requirements phase of project from 8% to 24% and (iii) improved annual organization level customer satisfaction results. Growing by its strength, the organization at present is not only leveraging the requirements framework for successful execution of projects within iGATE. Best practices of the framework are adopted by our customers and the framework is customized as “customer-iGATE specific joint requirements framework”.
Starting Page	337
Ending Page	342
File Size	441947
Page Count	6
File Format	PDF
ISBN	9781424480227
ISSN	1090705X
DOI	10.1109/RE.2010.48
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-09-27
Publisher Place	Australia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Organizations Training Customer satisfaction Software Barium Conferences Framework customer partnership Requirements
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in