Costs are significantly less. Think 50% or more reduction depending on location of your people and theirs, overhead, scope, etc.
Thanks, Brian Desmond [email protected] c - 312.731.3132 -----Original Message----- From: Bryan Garmon [mailto:[email protected]] Sent: Tuesday, October 13, 2009 9:55 PM To: NT System Admin Issues Subject: Re: Outsourcing Discussion I can't speak for why the decision was made, but I can speak to the impact it has had. I work for a large company who decided that it was in their best interests to outsource IT operations. I'm not exactly sure how much of it was outsourced, but I know at least several levels of the helpdesk were outsourced. This resulted in several local IT folks losing their jobs, it resulted in a new helpdesk application being installed, and most imporantly it added at least 48 hours to even the most simple of requests from the IT helpdesk. A coworker recently had their primary laptop go down due to a hard drive failure. Our new and improved outsourced helpdesk took 72 hours before he received his first call asking what the problem was. Prior to the transition this was something that would have been resolved in less than a few hours. In our case the outsourcing, we hired Company X. Company X bought Company Y. Company Y is now who we deal with and it appears they are in India. All IT technical support to end users is being handled by the outsourcing company. >From my perspective, the business benefits boils down to cost and convienance. It is much easier for CxO to say "here - you handle this" and write a check each month, then it is for them to worry about staffing, budgeting, planning, etc to run it internally. I assume the workers are less expensive than US counterparts and so on paper its an easy sale. I believe technology upgrades are always easier when someone else is asked to do them. Just the reduction in headcount is usally enough to make the stock jump a few points and every executive loves to save money on headcount. The foreign worker benefits because they now have exposure to a weatlh of new cultural and technical challenges and interactions that they might not see on a regular basis. I hope that in hearing how americans actually speak when frustrated, angry, upset, confused - they will learn how to speak our version of english better, which will hopefully lead to more efficient communication. I like to think the individuals with these jobs are making higher wages then other jobs in their part of the world and if they are using that money to reinvest in their local community than I hope they are living happier lives. I am happy that in this case I get to be the consumer of the outsourced activity instead of being one of the people who were outsourced. The flip side of this is that I am disappointed that the knowlege and experience that came with working directly with the IT person who implemented the specific application/device that I'm now having issues with is no longer available to answer questions. On Tue, Oct 13, 2009 at 8:57 PM, Sherry Abercrombie <[email protected]> wrote: > Guys and gals, > > I've returned to college this fall after about 15 years to finally finish up > a degree I started on about 25 years ago. One of my classes this semester > is Macro Economics. Last night my professor gave us an essay question for a > test next Monday that is potentially 50% or more of our test grade. The > topic is on outsourcing and I wanted to toss this out for discussion, input, > personal experiences etc etc. The questions I have to answer are: > > What is the economic justification given for outsourcing? > Where is the outsourcing taking place? (Obviously, I'm focusing on the IT > field, specifically technical support) > What types of jobs are these workers performing? > What is the benefit to the business? To foreign workers? > > I talked with my professor and told her what approach I wanted to take, from > the end user perspective, and that I had experienced the tech support being > outsourced. She liked that idea a lot. Obviously, I will be looking for > other news articles to support my essay. What I'm looking for is thoughts, > opinions, personal experiences from an end user perspective, has anyone here > been outsourced? What was that like? I'm just taking an informal poll from > a group of my peers that I know has had personal experience in some way with > this subject. > > Try to keep it on topic, I did get Stu's OK before sending this, so a big > Thanks Stu for the use of these lists to help with my exam. > -- > Sherry Abercrombie > > "Any sufficiently advanced technology is indistinguishable from magic." > Arthur C. Clarke > Sent from Haltom City, TX, United States > > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
