Frequently Asked Question Regarding AROBS' Approach to Software Outsourcing
The questions listed here cover most of the issues relevant to the way we conduct business in the software outsourcing area.
Please examine the category/categories of questions that are relevant to you and email us if we have ommitted something you consider important.
Please describe a typical interaction between AROBS and a customer during a software outsourcing endeavor
The items discussed, the sequence in which problems are tackled, and the communication method(s) used depend on the project. In a typical software outsourcing project the interaction with AROBS takes place in steps, as shown below:
a) You send us the initial information about the project in the form that is most suitable to you. This might even mean sending us the complete specifications of the product.
b) We study the information and based on it we send you a set-price. This price takes into account the number of programmer-hours required.
c) We allocate the programmers in such a way as to meet your deadlines.
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Important Note:
We recommend you to have us prepare the specifications based on your requirements. We are always granting this process maximum attention to avoid any misunderstandings.
Before elaborating the specifications, our project manager makes sure that all the technical details and requirements of the software outsourcing project are clearly defined. Whenever necessary, we can send our project manager to your site or you can come to our headquarters.
It often happens to have some important issues clarified only when the project is already on its way. To deal with such occurrences we rely on all our communication skills and do our best to redefine and meet your requirements.
How does AROBS communicate with customers in need of offshore software development services?
General communication between AROBS and its clients is done via e-mail. Each message gets sent to the task developer, the expert in the field (i.e. database expert, GUI expert, business module expert, etc) and the project supervisor.
Each type of mail has a specific response time interval (i.e. 1 hour for a production bug, 2 days for design analysis). If unusual situations occur during the offshore software development project, in which the person to which the message was addressed cannot reply in the time agreed upon, the project supervisor finds out the reasons for the delay in response and takes immediate action to ensure that the customer receives the answer in the shortest time possible.
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How can I check the status of my offshore software development project?
We will keep you updated:
- by providing you with weekly reports (via e-mail, phone or Internet phone)
- by sending you the last versions of the programs being developed. Normally we do this by-monthly, but we can reduce the time interval between two consecutive "deliveries" if the circumstances require it
- by means of the time sheet reporting system. Programmers access this system online to record all the time they spend on projects. You can also access the time sheets based on a user name and password we supply to you
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How big is AROBS now (number of employees, per year US$ revenue)?
AROBS relies on over 85 full time programmers with extensive experience and various degrees in IT (Bachelor of Science, Master Degrees or PhD), on skilled sales agents and on marketing and sales experts schooled at Romanian and foreign universities to embark on challenging offshore software development projects.
We usually hire our people right upon graduation. Most of our programmers come from one of the three Universities in Cluj-Napoca that are offering degrees in Computer Science. Cluj is the most important academic center in Transylvania and provides a bountiful supply of talented programmers each year.
Besides permanent, full-time employees, we are also keeping 3 or 4 programmers on a temporary, part-time or project basis. At the end of a trial period, these specialists can be offered permanent positions, depending on their performance.
As for the revenue, we expect to make around 2.5 million dollars this year (2006).
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Can AROBS tackle large software outsourcing projects?
The answer is YES. While we do not possess the resources demanded by large offshore software development, the cluster of companies to which we belong will certainly find all the man and machine power required.
AROBS is one of the founding fathers of a major business conglomerate that brings together the most important providers of IT&C services from Cluj-Napoca. With over 500 specialists at its disposal, this cluster can handle almost any type of IT&C requirements.
Even if your project seems to go beyond our capabilities you can still write to us and we will forward your request to all members of the clusters.
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Is it possible for you to develop only a part or a few modules of my application? What kind of specifications do you need for such an offshore software development project?
We can develop whatever you require us, as long as we or the IT cluster we belong to possess the necessary resources. To do so, we need comprehensive and clear specifications. These specs will also become part of our contract and actually define our contractual obligations to you.
Preparing the perfect specifications is easier said then done. If you have already put them together for your project, just send them to us and we will request any additional details on an as needed basis. With the specifications complete, we will prepare a contract and have it signed. We are willing to make slight alterations to the specs while working on the project, as long as these changes are fully justified.
If you have no specifications, the situation can become somewhat... sensitive. To put it simply, you would have to hire us to prepare the specs for you. This process requires face-to-face meetings either at your site or at our headquarters. Meetings you would have to pay for...
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What types of work arrangements does AROBS offer?
Depending on your specific requirements, we can employ any of the following arrangements for software outsourcing:
- the project-based approach, in which you are providing all the project details and we are doing all the work on our premises
- the remote team approach, in which you lead a team made of the number of AROBS developers you require. This team is also working on our premises.
When working on a project basis we need to agree on the project specifications, which would be thoroughly analyzed by one of my senior developers. Based on her evaluations, we can then offer you a price quote and an estimate for the project duration. We would also set milestones and agree on any aspects regarding delivery. Upon project completion we can do the installation, support and maintenance as convened upon.
When the remote team approach is employed, we fully allocate the team to you and your projects. Keeping the team busy would be your responsibility. I recommend this approach mostly for vaguely defined projects, as well as for projects that require a lot of field-related and/or specific knowledge (e.g. specific knowledge about admission procedures followed by private hospitals in England). In such cases, the specific knowledge is rarely made public and even if it were, the programmers would continue do to what they know best: programming based on customer specifications.
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Could AROBS send people to work at our site in offshore software development projects? Or could the project manager/team spend a few days on our premises? If so, how much would this cost?
YES, we can. We charge on per day basis. Accommodation and transportation expenses are your responsibility. Depending on the circumstances and of the duration of stay, these additional costs can be negotiated to a certain extent.
Romanians need no visas to travel to the Schengen zone and can even work for up to 180 days per year in the European Community and the US without specific work permits.
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What guarantees do you provide for the quality of the written code?
All our programmers must follow strict internal procedures and guidelines when working on software outsourcing projects. For example, when it comes to database projects we write automatic programs that deal with all the aspects of the logic. (database normalization, integrity, etc.)
Delivering outstanding quality at affordable rates is AROBS's main goal. We do our best to ensure that the client gets a bug-free software. Furthermore, we provide support for our software for the time agreed upon in the contract (usually three to six months). This warranty offers the customer the opportunity to use the software in the field and report any potential problems to us. We guarantee that we will solve all of them in the shortest time possible. Over the entire warranty period, AROBS will fix any glitches in the software that are not related to inappropriate usage. Any failures owed to the improper use of the product can also be fixed for the price specified in the contract. Upon the expiration of the warranty period, the client can have it extended for the sum previously agreed upon.
During the support period, AROBS fixes the problems within the agreed response time (normally no more than one working day).
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What strategy does AROBS employ to ensure quality in offshore software development?
We regard quality as the most important aspect of our activities. Hence, we take all the necessary steps to ensure we deliver products of the highest quality possible. To do so, we rely on a testing department which we can scale up or down, based on customer requirements. We are committed to providing you with a bug free code. This is not an easy feat, but our experience with software development projects and the high involvement of the management team produced excellent results over time, leaving our customers highly satisfied.
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How do you handle technical support for software outsourcing?
Our support team is made of people with excellent linguistic skills. They have either spent a long time in countries where English, German or French is the native language or studied and practised these languages thoroughly in Romania. General communication for support purposes is done via e-mail. Each message gets sent to the following persons:
- the task developer
- the expert in the field (i.e. database expert, GUI expert, business module expert, etc)
- the project supervisor
Each type of mail has a specific response time interval (i.e. production bug: 1 hour, design analysis: 2 days). If unusual situations occur in which the person contacted to handle the issue cannot reply in the time agreed upon, the project supervisor intervenes to check the reasons for the delay in response and takes immediate action to ensure that the customer receives the answer in the shortest time possible.
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Can you take over unfinished software outsourcing tasks/projects?
YES. As we mentioned above, this kind of work is more suitable for project-based contracts. We will be able to provide you with the estimated number of hours required by this project. This estimate can be adjusted as the specs evolve.
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What platforms do you support?
Windows (3.11, 95/98, NT/2000 and CE), UNIX (SCO, Linux ), Palm OS, Apple and AS/400.
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What are the programming languages used at AROBS in offshore software development?
Mainly RPG III, RPG IV, Java (Visual Age and SanFrancisco), Centura, C, Microsoft Access, C++ (Microsoft, Borland, Code Warrior), Visual Basic.
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What types of software outsourcing services does AROBS provide?
- Testing, maintenance and customization of various types of software.
- Legacy software maintenance ( RPG, COBOL, BASIC).
- Development of client/server applications in different fields (medical, ERP, management).
- Appliance programming: Palm Pilot, Windows CE.
- Development of tools for multi-language conversion of applications.
- Software localizing and translating.
- Internet application development as well as Web base development for NT, AS/400, Linux.
- Development of visual components, custom controls, various classes etc.
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Who owns the copyright for the product and the source codes upon project completion?
All the rights to the product and the corresponding source code belong to you, unless we specify otherwise in our contract. If you wish, we can eliminate all the information referring to AROBS as a producer from all the materials.
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How do you handle confidential information during software outsourcing projects?
During the term of our Agreement and for up to 6 years afterwards, AROBS will use reasonable care to prevent the unauthorized use or dissemination of any confidential information you provide us with. Reasonable care means at least the same degree of care we use to protect our own confidential information from unauthorized disclosure.
Confidential information is limited to information clearly marked as confidential, or disclosed orally and summarized and identified as confidential in a writing delivered to us within 15 days of disclosure.
Confidential information does not include information that:
- we knew before you disclosed it;
- is or becomes public knowledge through no fault of us;
- we obtain from sources other than you and who owe no duty of confidentiality to you or we develop independently.
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What can you tell us about AROBS's rates for offshore software development?
Just for the sake of jumping on the bandwagon, we can offer you the following popular slogan to describe our pricing: "with AROBS you are getting the greatest value for any dollar you pay". Depending on the salary levels from your local markets, you can save up to 50% of the total labor costs by enlisting our service. We are not promising the lowest rates available because such an approach signals low quality. We have excellent specialists who are getting good wages by Romanian standards. Fortunately enough, these standards are far below those in your country.
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Could you tell me how you set up your prices?
The answer is simple. Depending on the type of software outsourcing project, we apply one of two simple pricing methods: the hourly-based pricing and the project-based pricing.
The hourly-based pricing
In this arrangement we act like the Romanian extension of another company's team. This approach is suitable for long-term projects and for projects that require specific knowledge or skills. Everything related to project management and control and to project analysis rests on you. The arrangement allows you to assign us small tasks on a long-term basis. By small tasks we understand tasks that would take from several hours to a few days to complete. Using this method, you only have to pay for the time you have booked. Depending on the project length, you might even end up qualifying for significant discounts. Another advantage of this approach is that it allows you to modify the specifications without having to recalculate the cost of the entire project. You will simply pay for the extra time required by your changes.
The project-based pricing
If you do have a project defined, send us the specifications and we will make all the necessary estimates (time and money, as well as the number of people that must be allocated to the project). The price estimates can be provided based on man-day rates.
Any subsequent modifications of the product will be dealt with separately. The project-based model also enables us to offer some discounts. As no two software projects are identical, our rates can vary greatly depending on the project complexity, scope and on the set of skills and expertise the project requires. As soon as we get a clear picture of your project, we will let you know our price estimates.
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How will I pay for your software outsourcing services?
If you opt for the project-based pricing you have to make a down payment that we will be stated in the contract. Another bulk payment will be made upon project completion, when you are convinced that we have fulfilled our part of the promise. All intermediary payments will be milestone-based. All the other details regarding payments will be specified in the contract you will sign with us.
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How can you access remotely applications installed on your customers' computers?
We can handle several types of connectivity, depending on the purpose of the connection. According to the nature and purpose of the connection, we can use any of the following tools: virtual private network, remote desktop connection, vnc, teleconferencing.
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How can we get further details from AROBS?
By simply sending an e-mail to office@arobs.com. We are ready and eager to answer all your questions and to provide you with further information. We would also be more than pleased to meet with you either on your premises or in Cluj, if you are willing to pay us a visit. A face-to-face encounter would offer us the opportunity to get into any details you deem important.
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Contact us right away for additional information or a quote.
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