Whenever I hear that a company’s offshore program has crashed and burned, or failed to launch, I can’t help but wonder what went wrong. Everyone knows that without visible senior leadership supporting any change initiative, they may as well not bother even trying. But when senior leadership support is strong and the offshore program still fails, the problem usually lies somewhere between a flawed strategy and inadequate processes.

Let’s talk provider strategies for IT application development and maintenance (ADM). In one company that really got it right, there was unquestionable senior leadership support for



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