The Challenge:

A leading Nordic technology provider was seeking a trusted partner to evaluate its global delivery strategy and assist with transitioning work from an existing vendor to an in-house Global Capability Centre (GCC). Key challenges included:

• Legacy Systems: The company’s operations were deeply embedded in legacy systems, creating high risks for customer impact.
• Hybrid Engagement Model: The engagement with the current vendor combined managed services and time-and-materials contracts, making it complex to assess performance across models.
• Green SLAs: Despite all service level agreements (SLAs) being met by the current vendor, the company required a deeper evaluation to ensure long-term scalability and operational sustainability.

The provider needed a partner who could quickly and thoroughly evaluate the existing vendor relationship, assess the feasibility of transitioning to a GCC, and provide a clear path forward without disrupting customer service.

The NordicMojo Solution:

NordicMojo, with extensive experience in scaling up Global Capability Centres (GCCs) and global sourcing, applied a structured, multi-phase approach to address the client’s complex needs.

• Strategic Interviews and KPI Definition: NordicMojo conducted in-depth interviews with business owners to understand key pain points, operational goals, and the company’s strategic objectives. This helped define clear KPIs that would drive the evaluation and transition process, ensuring alignment with business priorities.
• Vendor Evaluation: Our team visited the existing vendor’s operations, conducted detailed interviews with their teams, and assessed performance against the defined KPIs. This thorough evaluation identified gaps in the vendor’s capabilities and areas of improvement, which helped us gauge their long-term viability in supporting the client’s goals.
• Workshops for Alignment: To facilitate a smooth transition, NordicMojo organized alignment workshops with key stakeholders, including business owners, the vendor’s team, and the client’s internal teams. These workshops focused on clarifying roles, aligning on future-state goals, and addressing any potential risks or roadblocks to ensure everyone was on the same page.
• Global Sourcing Frameworks & Best Practices: NordicMojo employed tried-and-tested frameworks for global sourcing, offering best practices for governance, risk management, and operational efficiency. These frameworks were tailored to the client’s needs and were instrumental in designing a strategy for transitioning work to the in-house GCC in India, with minimal disruption.
• Cultural Understanding and Transparent Communication: One of the critical elements of this engagement was ensuring cultural alignment between the Nordic client and their future GCC teams in India. NordicMojo leveraged its deep understanding of both regions to foster transparent communication and bridge any cultural gaps, ensuring a collaborative and smooth transition process.

Result:

In a swift two-month period, NordicMojo delivered a comprehensive report that included:

• Vendor Capability Gaps: Detailed analysis of the vendor’s performance and capability gaps, along with recommendations for addressing these gaps during the transition.
• Improvement Areas & Actionable Timeline: A clear roadmap outlining the steps required to transition work to the in-house GCC, complete with a timeline for achieving the target state.
• Workshops for Stakeholder Alignment: Successful workshops that aligned internal and vendor teams on strategic objectives, risk mitigation, and future operations.
• Frameworks for Smooth Transition: Global sourcing frameworks that supported a seamless transition, focusing on process optimization, governance, and cultural alignment.