It's Education, Stupid?

[allemand]

Better quality drives outsourcing: Survey

Cost savings through competitive prices and better work skills than at home are the driving factors behind the majority of US companies' decision to outsource, according to a survey by Columbia University.

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Seventy per cent of the companies, which outsourced reported that the quality of outsourced business processes had increased between 5-25 per cent.

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"This is an enormously important phenomenon which needs to be better understood," Jeffrey Sachs, director, Earth Institute said.

http://inhome.rediff.com/money/2004/aug/10bpo3.htm


The survey is to be found here:

Global Services Sourcing: Issues of Cost and Quality
Nirupam Bajpai, Jeffrey Sachs, Rohit Arora, and Harpreet Khurana,
CGSD Working Paper No. 16 June 2004
http://www.earthinstitute.columbia.edu/cgsd/documents/bajpai_outsourcing_005.pdf

[CrispyQ]

1. Oh yeah, right . . .

I sure experienced better quality customer service when I called Dell a few weeks ago & spoke to someone across the globe. Although she knew the English language, she was not proficient in the pronunciation of words & letters so I could understand her.

It was also evident that her trouble shooting was entirely scripted. I asked a few simple questions about why we didn't try something else, & she was clueless what I was talking about.

It's a nasty double whammy. First the corporations ship our jobs overseas & then we have to deal with their overseas personnel as consumers. I'll never buy another Dell.

[pagerbear]

3. I'll be she fills out first-rate call reports for her superiors!

[TO Kid]

2. There's a lot to that

The call centres are getting the attention but it's the outsourced work behind the scenes where they have the edge. I worked on a project with a firm based in India and their programmers are first-rate.