Communication Risks and Best practices in Global Software Development

Blekinge Institute of Technology

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Communication Risks and Best practices in Global Software Development

Ajmal IqbalCigdem Gencel

Syed Shahid Abbas

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Agenda

Introduction Research Methodology Results Discussion Conclusion

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Global Software Development

Introduction Research

Methodology Results Discussion Conclusion

software development that uses teams from multiple geographic locations [Sangwan]

Software work undertaken at geographically separated locations across national boundaries in a coordinated fashion involving real time or asynchronous interaction [Sahay]

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GSD Benefits



• Development Cost reduction• In time Delivery• Modularization of development process• Access to competent and skilled personnel • Innovation and new ideas • …….

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GSD Challenges



• Reliance on asynchronous communication• Limited collaboration time due to less overlap• Lack of next door closeness• Limited control at remote site• Miss communication• …….

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Communication



• Activity of conveying meaningful information (wiki)

• The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. [Oxford]

• Means of sending or receiving information such as via telephone, computer, direct etc.

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Importance of Communication



Communication plays a major role in both co-located and distributed environment.

• The quality and the frequency of the communication is less in GSD [B.Bidanda et al].

• GSD project development speed is one half of the time as compared to the same projects in co-located environment because of less communication [Herbsleb et al. described].

• “An individual software engineer spends more time exchanging information than any other activity” [Barstow]

7Master Thesis Software Engineering Thesis no: MSE-2011:54 June 2011


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Communication

Coordination

Control• Knowledge and information

sharing barriers

• It is difficult to ensure the common understanding in ways of working across distributed sites

• Ensuring transparency of roles and responsibility

• across remote sites

• Difficult to manage teams located at dispersed locations

• Ensure that team members share proper domain knowledge among distributed teams

Importance of Communication



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Problem Description



GSD brings challenges: • Cultural diversity (Socio-cultural distance)• Geographical distance • Time-zone difference (Temporal distance)• and more to be explored !!!

Communication is number one problem out the ten mentioned issues in GSD [Jimenez et al]



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Aims and Objectives

AimsThe aim of this study is to provide recommendations for mitigating communication risks in GSD projects

Objectives Identify communication risks in GSD projects reported in both literature

and in industry Determine the causes of communication risks in GSD in literature and in

industry Investigate the effects caused by communication risks in GSD projects Identify the practices reported in literature and being practiced in

industry for mitigation of these communication risks Identify similarities and differences between communication risks and

practices gathered from literature and industrial settings Suggest recommendations for mitigation of these communication risks

in GSD projects



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Research QuestionsRQ1: What are the communication risks in globally distributed development projects, their causes and effects?

RQ2: What are the best practices reported to mitigate these risks?

RQ3: What are the communication risks in globally distributed development being faced by industries?

RQ3.1: Which practices are currently being applied in industry to overcome these communication risks?

RQ4: What are the similarities and differences between industrial and literature results in terms of communication risks and their mitigation strategies?

RQ5: What are the recommendations that can help software organization to avoid or mitigate the communication risks?



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Research Design



Data is gathered from the literature to be used as an input for phase 3 to answer Q#1and Q#2.Data is gathered from the literature to be used as an input for phase 3 to answer Q#1and Q#2.

Phase 1 : Systematic Literature review

Questionnaireliterature review provides the base for conducting the Interview

Questionnaireliterature review provides the base for conducting the Interview

Industrial interviews are conducted to obtain data from the industry to answer Q#3. This data is also used as an input for the phase3.

Industrial interviews are conducted to obtain data from the industry to answer Q#3. This data is also used as an input for the phase3.

Phase 2: Empirical Study (Semi-Structured Interviews)Phase 2: Empirical Study (Semi-Structured Interviews)

Data gathered from the above two phases are analyzed using Grounded theory by Strauss and Corbin in this phase for Q#1, Q#2 and Q#3.

Data from Phase 1 provides the following outputs to answer Q#1and Q#2; •List of communication risks in GSD projects.•List of their causes and effects

Data from Phase 2 provides the following outputs to answer Q#3•List of communication risks in GSD projects faced in industry.•List of their causes and effects in industry

Data gathered from the above two phases are analyzed using Grounded theory by Strauss and Corbin in this phase for Q#1, Q#2 and Q#3.

Data from Phase 1 provides the following outputs to answer Q#1and Q#2; •List of communication risks in GSD projects.•List of their causes and effects

Data from Phase 2 provides the following outputs to answer Q#3•List of communication risks in GSD projects faced in industry.•List of their causes and effects in industry

Phase 3: Data SynthesisPhase 3: Data Synthesis

The outputs of phase 3 are compared in this phase to answer Q#4 The method used for this phase is Qualitative comparative Analysis (QCA)

The outputs of phase 3 are compared in this phase to answer Q#4 The method used for this phase is Qualitative comparative Analysis (QCA)

Phase 4: Comparative StudyPhase 4: Comparative Study

List of recommendations to alleviate or mitigate each risk are presented to answer the Q#5.

List of recommendations to alleviate or mitigate each risk are presented to answer the Q#5.

Phase 5: Recommendation PhasePhase 5: Recommendation Phase

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Systematic Literature Review



10901

7109

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Manual and Automated Search Strategy Purifications



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Industrial Interview



22 interviews were conducted from 13 different organizations from all over the world in 7 stages paradigm by Kvale

1. Thematizing• Define a way in which interview can be conducted • Interviewees were contacted through emails, telephone and Skype.• Purpose of the research with expected outcomes was sent by start.

2. Designing• Plan and prepare different methods for obtaining intended knowledge• Designing of the interview has direct impact on the interview quality

3. Interviewing• Interviews were conducted in flexible timing• All interviews were recorded• At the end different situations were discussed to gather more results

4. Transcribing• Interviews were recorded on audio tape and notes.• Each interview was transcribed immediately by help of notes and recording.

5. Analyzing and 6. Validating• GT by Strauss and Corbin was used for analyzing the interview results.

7. Reporting• whole process from the start to end of the interview study has been

reported. 15


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Industrial Interview



New Names Organization Name Interviewee Name Nationality Based in Designation

In1(a) Logica (NL) Aassim Netherland Netherland Senior Team lead

In1(b) Logica (IN) Rittu Choudary India India Software developerIn2(a) Heppell Media Corporation Robin Heppell Canada Canada CEO(Project

Manager)In2(b) Heppell Media Corporation Adele Postma Canada Canada Web developerIn2(c) Heppell Media Corporation Jef Philippines Philippines Virtual team LeadIn3(a) Tech Access Qasier Munir Pakistan Dubai Project Manager In3(b) Tech Access S.Abbas Gondal Team LeadIn3(c) Tech Access Anil bassoo India India Team LeadIn4(a) Xpert Engineer Mat Sweden Sweden Project ManagerIn4(b) Xpert Engineer Sohail Pakistan Pakistan Team LeadIn5(a) Q2Results Sam US US CEO(Project

Manager)In5(b) Q2Results Duran Kutlu India India Project ManagerIn6(a) Timesolv Raza H USA (ex

Pakistani)USA CEO(Project

Manager)In6(b) Timesolv Hussain Azhar Pakistan Sweden Team LeadIn7 Itrix AB Rashdan Pakistan Sweden Project ManagerIn8 Sony Ericson Adeel Yasin Awan Pakistan Sweden Senior Product

Development manager

In9 Quantum Aviation Mark Smith UK UK Project ManagerIn10 Orion System Integrators Latif Saqar Pakistan USA Software developerIn11(a) Marmidsoft Mustanser Hussain Pakistan Denmark Project ManagerIn11(b) Marmidsoft Sheraz Pakistan Pakistan Senior Software

EngineerIn12 Techlogix Inc Asif Mehmood Pakistan Pakistan Team Lead

developerIn13 Espresso Group Athar Sajad Pakistan Norway Project Manager

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Selected Primary Studies



Summary of Selected Studies

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Selected studies with respect to Empirical methods/types

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Selected studies with respect to their Collaboration Mode

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Selected studies with respect to their quality

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Research Results

Communication Risks their causes and effects

Mitigation Practices/ Best Practices

Literature (88)

Interviews (22)

0

10

20

30

40

50

60

70

44

27

44

22

38

19

63

39 Risks (71)Causes (66)Effects (57)Best Practices (102)

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Comparison on Risks Similarities and differences



2024

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Additional Risks in Literature

Additional Risks in Interview

Common Risks in Literature and Interview

Additional Risks identified in interviews Contradiction/negation in commitment Different working days Loss of data during transfer

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Comparison on Practices Similarities and differences



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Additional Practices in Literature

Additional Practices in Interview

Common Practices in Literature and Interview

Additional Practices identified in interviews Communication in customer native language is encourage Promote frequently use of Google calendar in order to

provide daily routines. Thus others at remote sites will see your availability at any time

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Some most cited risks in Literature and interviews


Lack of face to face(35 times in literature, 12 times in interviews)

Lack of Native/Business language skills(35 times in literature, 10 times in interviews)

Lack of trust (25 times in literature, 9 times in interviews)

Lack of mutual understanding(24 times in literature, 11 times in interviews)

……



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Causes (2) Effects (9) Mitigation Practices (20)

Limited visibility of remote site(19 times in literature, 9 times in interviews)

Lack of trust(2 times in literature)

Frequent travel to remote site will help for building the trust(4 times in literature,8 times in interviews)

Traveling cost(2times in literature, 4 times in interviews)

Less interpersonal relationships(2 times in literature,1 time in interviews)

Encourage frequent communications(5 times in literature,2 times in interviews)

Reduction in informal communication(1 times in literature,1 time in interviews)

Encourage video conferencing during project specially when due to traveling cost ,face to face is difficult(3 times in literature,2 times in interviews)

….. …….

Lack of face to face(35 times in literature, 12 times in interviews)

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Political and Cultural diversity(19 times in literature, 5 times in interviews)

misunderstanding or misperception or miss communication occur(11 times in literature, 4 times in interviews)

Encourage the use of common language in practice i.e. English(2 times in literature,6 times in interviews)

Diversity in native/business language accent/vocabulary(3 times in literature, 1 time in interviews)

Less interpersonal relationships(2 times in literature,1 time in interviews)

Encourage training of remote teams in order to build effective communication and resolving cultural linguistic ,behavioral issues(3 times in literature)

Implement Standards or template(1 time in literature)

unwilling to transfer knowledge(2 times in literature)

Requirement should be properly document (such as unified approach of requirement engineering) in order to resolving the later conflicts and misunderstandings(3 times in interviews)

……. ….. …….

Lack of Native/Business language skills(35 times in literature, 10 times in interviews)

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Limited visibility of remote site(4 times in literature, 1 time in interviews)

Relationship break(2 times in literature, 4 times in interviews)


Unpredictable communication(4 times in literature)

Lack of sense of teamness(2 times in literature,1 time in interviews)

Frequent travel to remote site will help for building the trust(4 times in literature, 1 time in interviews)

Lack of interpersonal/poor relationship(3 times in interviews)

Difficult to coordinate(4 times in literature)

Encourage team building activities(5 times in literature, 2 times in interviews)

……. ….. …….

Lack of trust (25 times in literature, 9 times in interviews)

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Political and Cultural diversity(12 times in literature, 4 times in interviews)

Product quality decrease(2 times in literature)


different level of expertise in native/business language(# times in literature, 1 time in interviews)

bad behavior(2 times in literature)

Apply agile practices such scrum(daily and schedule meetings etc ) in order to frequently communicate as well as get benefits from its short iterations and early feedback as well as it increase frequent deliveries.(3 times in literature, 3 times in interviews)

Diversity in native/business language accent/vocabulary (3 times in interviews)

Communication overhead(1 time in literature)

Promote the use of proper communication guidelines as well as communication styles in practice (1 time in literature, 3 times in interviews)

……. ….. …….

Lack of mutual understanding (24 times in literature, 11 times in interviews)

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GTS Viewpoint



Risks

Geographical (G) distance• Communication

Effort increase• Dependencies on

ICTs(information and communication tools)

• Lack of Face to face meeting

• Lack of group awareness

…..

Temporal(T) distance• Delay in Response• Communication

frequency reduce • Lack of synchronous

communication • Limited availability

of Remote team members

……Socio-cultural distance• Lack of Cultural

awareness• Lack of Business

language skills• Lack of mutual

understanding• lack of informal

communication……

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GTS Viewpoint



Practices

Geographical (G) distance• Frequent travel to

remote sites • Knowledge people

travel at early of the project/component (kickoff )

• Encourage synchronous communication for proper coordination

…..

Temporal(T) distance• Stay available as

much as possible• Shifting working

hours• Encourage

synchronous communication for proper coordination

• Encourage direct communication or pair to pair links among team members

…..

Socio-cultural distance• Encourage the use of

common language in practice e.g. English

• Appoint a liaison• Encourage team

building activities• Promote

socialization among team members from the start of the project……

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Recommendations



GSD practices are highly situational , thus different recommendations have also been suggested in this thesis. Some are listed below;

Recommendations Risks Total Risks

Encourage frequent communications

RF3,RF2, RF10, RF18, RF1, RF4, RF5, RF13, RF11, RF9, RF15,RF7, RF12, RF24, RF45, RF46, RF30, RF20

18

Establish a appropriate communication infrastructure/ model

RF4, RF1, RF10, RF21, RF23, RF5, RF11, RF9, RF6, RF25, RF8, RF7, RF12, RF43

14

Promote socialization among team members from the start of the project

RF4, RF10, RF3, RF20, RF5, RF11, RF9, RF36, RF30, RF18, RF7, RF19, RF8

13

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Recommendations



Recommendations Risks Total Risks

Encourage the use of effective communication tools and techniques frequently in practice

RF4,RF10, RF3, RF2, RF5, RF9, RF7, RF22, RF26, RF1, RF14,RF6, RF8, RF29, RF32

15

Frequent travel to remote site will help for building the trust

RF4, RF5, RF9, RF7, RF1, RF30, RF19, RF13, RF27

9

Promote informal communication among distributed team members, so teams will be socialize

RF4, RF5,RF27, RF29, RF3, RF24, RF2, RF8, RF7, RF10, RF11, RF9, RF20, RF36, RF30, RF18, RF19

17

…. ….. …..

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Conclusion

Product

People



Focus on Communication risks , their causes and effects

Mitigation practices to resolve those risks

GSD practices are highly situational , thus different recommendations have also been suggested in this thesis

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Future Study

Product

People



1. Apply the recommendation in real GSD projects

2. Exploring the benefits and challenges of these practices/recommendations.

3. Development of Scenario base mitigation framework to resolve communication risks in GSD

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Thank you

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