Outsourcing is not fun at all, but it was never mean to be, it is serious business. Unless outsourcing becomes a strategy and it is nurtured and given importance like any other business transformational initiative , it is best to bury it. Knowing what not to outsource is more important than knowing what to.It usually is an easy option to take a decision to outsource services lock,stock and barrel, or refrain from doing so at all. Two extremes that never realise the benefits that outsourcing promises. Those who embraced the preambles the right way could boast of success, while others mulled and meandered about what hit them.
The moment you remove your end customers focus and what appeals to them it ruins the very essence of outsourcing. Outsourcing is not about labour arbitrage, that's simple math, a 5 year old could tell you how many jobs you need to move offshore to get an advantage. Without even looking at a service portfolio one can guarantee 30% savings straight off on pure onshore work.
Knowing what to offshore is key, bringing your customer into the equation is keyer (for lack of better verbiage). Certain services cannot be outsourced, it just cuts you off from the customer. A haircut in the UK costs anywhere around £15, you could get a similar haircut in India for that price for the next 5 years, assuming you get your haircut every couple of months. The savings are enormous, however does this business qualify for outsourcing ? Anyone who says yes and wants to take this up I have a couple of websites for sale, eBarber and Salon'e'. I also have ideas on how to make an XBOX360 float while you play Ninja Gaiden II in your bathtub.
The moment you remove your end customers focus and what appeals to them it ruins the very essence of outsourcing. Outsourcing is not about labour arbitrage, that's simple math, a 5 year old could tell you how many jobs you need to move offshore to get an advantage. Without even looking at a service portfolio one can guarantee 30% savings straight off on pure onshore work.
Knowing what to offshore is key, bringing your customer into the equation is keyer (for lack of better verbiage). Certain services cannot be outsourced, it just cuts you off from the customer. A haircut in the UK costs anywhere around £15, you could get a similar haircut in India for that price for the next 5 years, assuming you get your haircut every couple of months. The savings are enormous, however does this business qualify for outsourcing ? Anyone who says yes and wants to take this up I have a couple of websites for sale, eBarber and Salon'e'. I also have ideas on how to make an XBOX360 float while you play Ninja Gaiden II in your bathtub.
Customer Centric Outsourcing (CCO) ensures that end customer impact is evaluated before packaging work that can be outsourced. Intellectual Knowledge and Instinctive work cannot and should not be outsourced. Intellect and Instinct develop in the habitat the business exisits , one cannot expect someone sitting in Cambodia to know how a customer feels or will react to a service.
Outsourcing is here to stay, but must become more customer focussed if it has to deliver to expectations. When you walk into a store and expect service without an iota of comprise why should your customer.
Remember 'Everyone in this world is another's customer'.
Outsourcing is here to stay, but must become more customer focussed if it has to deliver to expectations. When you walk into a store and expect service without an iota of comprise why should your customer.
Remember 'Everyone in this world is another's customer'.
Next up, 10 Mantras to make Outsourcing more customer centric...
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