Why we must consider outsourcing

Last night, I read an article from the Harvard Business Review entitled "Seven ways to fail big". Here's an excerpt.

Pillowtex was an old-time company that manufactured pillows, comforters, and towels. It grew steadily for decades - largely through acquisition - and by 1995 reached annual sales of almost half a billion dollars. In 1994, however, the United States began to phase out quotas on imports. Other companies immediately began outsourcing production to developing countries so they could compete with low-price imports, but Pillowtex redoubled its acquisition efforts, hoping that efficiencies from scale would give it an edge. The company's SEC filings from the late 1990s barely mention outsourcing as an option, instead highlighting the $240 million that Pillowtex spent on new, efficient machinery for its US plants in 1998 alone. Two bankruptcies later, the company shut down in 2003 and was liquidated. Although part of the company's rationale for keeping manufacturing in the United States was to protect American workers, 6,450 lost their jobs. The layoff was the largest in the history of the US textile industry.

At these forums, I read all the time how some business owners will never outsource; they want to keep jobs in Britain. The harsh reality is, though, that this can lead to more British jobs being lost. We need free trade to boost exports, but that means cheap imports. To compete, we really must outsource work to developing countries to control costs; it's the best way to protect British jobs.
 

oldeagleeye

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Jul 16, 2008
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I don't mind outsorcing as such but I do object to companies like Virgin Media charging £2.50 a minute for a support call to India and with all due respect to our Asian friends I am damned if I am going give my credit card details over to an unknown call centre worker in a country notorous for corruption at all levels of society.

Incidentally Rooservelt was the first to really recognise the value of outsourcing neally 70 years ago and he wanted access to the cheap cotton mills and labour in India so he blackmailed Churchil into promising India Independece after the war in exchange for signing the Lend Lease agreement. Nice one that - says a lot for the 'special' relationship between Britain and the USA - doesn't it. They were going to earn fortunes in interest for the next 50 years and they wanted India too. Rob
 
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paul881

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Companies also have to understand what their true core experise is and concentrate on it. The great example that is always cited in Business Schools is that of Nike who do not employ a single employee globally who makes shoes - all manufacturing is sub-contracted. Nike see themselves as designers and innovators, not factory and manufacturing managers.
 
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Coincidentally, I heard a report on the business news last night (I don't usually watch TV, but I was in a hotel room) that companies that outsource work overseas actually create more jobs at home than companies that do not outsource. Presumably this is because they become more competitive and can grow.
 
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3sgte_power

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Coincidentally, I heard a report on the business news last night (I don't usually watch TV, but I was in a hotel room) that companies that outsource work overseas actually create more jobs at home than companies that do not outsource. Presumably this is because they become more competitive and can grow.

I used to work for Atos Origin - and this is so true! You outsource a bunch of work for cheap labour, you expand, take on new projects and then bring in new people!
 
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paul881

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Coincidentally, I heard a report on the business news last night (I don't usually watch TV, but I was in a hotel room) that companies that outsource work overseas actually create more jobs at home than companies that do not outsource. Presumably this is because they become more competitive and can grow.

Absolutely. But you have to take care in deciding what to outsource and what controls you have over it. And how far you want to take this philosophy - do you outsource Accounts?HR?Marketing? And if you do, what are you giving up? (there is always something that is lost in outsourcing).
 
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Outsourcing can indeed be very beneficial but it has to be planned and managed very well with a complete understanding of the implications of doing it. This is especially true of cultural differences between the UK and whichever country you are outsourcing to.

Look at the examples of some Contact Centres outsourced to India which have been since reverted back to the UK (HSBC Business, etc), I know of companies that have outsourced some production to China only to find their designs popping up elsewhere, other includes outsourcing of IT development works which has gone badly wrong because of differences in understanding.

As I say, outsourcing can be good but has to be done with great care.
 
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serendipitybusiness

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Jun 27, 2008
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I agree with what leemason said.

Outsourcing is great but it has to be to the benefit of your customers and your business. So many companies have returned to UK call centers and now use it as a selling point. Unfortunatly the indian customer call centers I have been put through to over my time have 90% of the time left me frustrated and the issue unsolved.Especially when you are dealing with IT support.

I spent 6-7 hours one day on the phone with BT broadband on behalf of a client (whos computer I was troubleshooting) being passed from pillar to post being told the same thing over and over again. When nothing on their computer system worked and they didn't know the answer they just cut me off. It turned out a few weeks later that it was customer services that had bocked her internet because she had received a virus. However, in total their must ave been over 30 phonecalls to both support and customer services and we were expressly told that this wasn't the reason on a number of occasions.

She had only had internet access for 4 days of the 4 months she had been paying for it and they wouldn't release her from her contract. It was only when she eventually managed to get through to someone in the UK the issue was resolved. I knew what I was talking about when calling support, she didn't so you can imagine what many every day customers may have to go through when things go wrong.

Do these companies even quality test their own customer services staff? When I worked for an insurance company for a brief period we had a number for the guys in the UK for people that had managed to get through to our number (by calling a completely different number) in fustration with the Indian call center. The relief when I said I could put them through to someone in the UK was huge. They would also often try and get people that lived in Manchester to pick up documents in Scotland!!

I can only imagine the amount of customers they must have lost through this. Then they go and spend a fortune on really bad advertising to gain new ones to drive mad. Surely it would be a better investment to make sure the customers you have are happy and more likely to stick with you or refer you than advertising for new customers?

On the same basis I won't outsource programming work unless I am confident there will be no language barrier. Some of the pitches for work I get are illegible and they have no idea what I have actually specified in the job description.

However, if it was a simple task where language wasn't an issue and it wouldn't affect my customer service, I would outsource in a heart beat.

This was supposed to be a quick reply, oh well ended up on my soapbox again ;)
 
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I spent 6-7 hours one day on the phone with BT broadband on behalf of a client (whos computer I was troubleshooting) being passed from pillar to post being told the same thing over and over again. When nothing on their computer system worked and they didn't know the answer they just cut me off.
I had a similar experience a few months ago trying to resolve a problem with my Internet service. I was speaking with support staff from Pune (I've been to India many times, so I felt free to ask them). While the staff were very polite, the support organisation was such that each person had specialised expertise; in other areas, they knew very little. This meant I was passed from pillar to post as they tried to solve what I thought was a comparatively simple problem. While an irrational response, I couldn't help but think that the problem would have been solved more quickly by someone living in the same country as I'm in. This is important because, in business, perception is often more important than reality.

As others have pointed out, outsourcing needs careful thought. Why not send support calls to India to handle Tier 1 and maybe Tier 2 support issues but return calls to a local person when the problem is more involved? This reduces costs and also allows callers to speak with someone local just when the frustration level begins to rise.
 
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Moneyman

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There are pro's and con's for outsourcing but in a recession it is a mustif you want to expand fast. The number one killer is overheads and changing the structure so that it can expand and contract quickly is the only sensible solution in a time of uncertainty.

It is also vital that you have service level agreements and when you are using others for the public facing side of your company, be very very cautious whom you get to do the job. The fewer people between you and the customer the better. try to have your contractors behind you. That way you can read the way your company is perceived.
 
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Chris Ashdown

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    Outsourcing does not mean using a oversea's manufacture, but using some other company to either produce or manage some part of your companies needs

    In manufacture the supplier may well do the same work for your compeditors as well as you, but due to the volune can afford the lattest and most efficient equipment to produce the item, far cheaper than your company doing it inhouse

    With oversea's outsourcing each country seems to be cyclic, at the moment it's china who lead, but with the fast growth in the domestic expectations for how long before it moves to another country in the region so shipping costs make the middle east a more cost effective solution

    In my industry people are getting fed up with the 3-4 month delay in getting in stock, if any of you ever use Dickies Overalls you often find long waits for some sizes or colours of the items, therefore some companies now use Poland and other European states to get faster shipping times especially for smaller runs
     
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    In my industry people are getting fed up with the 3-4 month delay in getting in stock, if any of you ever use Dickies Overalls you often find long waits for some sizes or colours of the items, therefore some companies now use Poland and other European states to get faster shipping times especially for smaller runs
    This is an interesting phenomenon: Some companies are balancing the cost savings that accrue from outsourcing overseas with the time needed to deliver the goods. Whereas for software geography means nothing, for manufacturing geography matters - which could be a boon for Poland and other central/eastern European countries.
     
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    I absolutely agree with Leemason

    Outsourcing has a place in business, but it is by no means a 'dream ticket'

    China is a great example of the pros and cons of outsourced anufacturing on the basis of cost alone - lots of cheap labour, incentives etc, but often let down by long lead tiimes, inconsistent quality, dubious working practices plagarism.

    Whilst China will overcome most f these problems, their labour and shippinng rates will increase thus making them a 'normal' manufacturing economy. Many of the people who took their manufacturing to China are already looking for the next cheap base.

    One area where many small businesses habitually outsource (without thinking of it as such) is accountancy, which tends to work very well!
     
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    proonline

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    I don't mind outsorcing as such but I do object to companies like Virgin Media charging £2.50 a minute for a support call to India and with all due respect to our Asian friends I am damned if I am going give my credit card details over to an unknown call centre worker in a country notorous for corruption at all levels of society.

    Incidentally Rooservelt was the first to really recognise the value of outsourcing neally 70 years ago and he wanted access to the cheap cotton mills and labour in India so he blackmailed Churchil into promising India Independece after the war in exchange for signing the Lend Lease agreement. Nice one that - says a lot for the 'special' relationship between Britain and the USA - doesn't it. They were going to earn fortunes in interest for the next 50 years and they wanted India too. Rob

    The good thing about Indian outsourcing Industry is that its not controlled by government. All BPO's in India, except HCL ( which is semi- government ownership) are owned by private companies or people and there isn't any corruption, thats why for last 15 years BPO industry in India is flourishing.

    That's nice fact on Indian Independence, new to me.
     
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