Half of outsourcing projects fail

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Some thoughts

It's Outsourcing in general that fails 50% of the time.

Now is it really outsourcing over seas when Corporation A open a call center in India and closes thier call center in the USA? It's still Corporation A's call center, it's just located in a differnt country now. To me that's not outsourcing.

Of course it's probably company A that other companies are outsoucing thier business with.

But in all honesty do you believe that a person from India can't do as good a job? I'd say they can't purely due to cultural differnces.

I know a several immigrants from India. They are hard working people and do a good job. But you must realize they have a differnt views. For example here in Canada business has the view "The Customer Is Always Right" even if the customer is obviously wrong we treat as though they are right. The East Indian view is a lot more blunt. If the customer is wrong they are wrong, end of discussion. This causes a lot of problems.

I saw a good example of this. A customer at pizza joint orders a pizza and another dish assuming they would get the promotion. Because they didn't order the promotion by name they didn't get it. Now the customer says they ordered the promotion and demands the East Indian manger make things right but the manager knows they didn't not order the promotion.

Now in the example above North American culture would say the customer is right and we give them the discount. In East Indian culture the customer is insulting the manager. Had the customer not assumed they were right as per our culture and explained the situation and not put the manager on the defensive they would have recieved the discount.

That to me is one reason why outsourcing Help Desk and Programming to India is bad idea.

Posted by: voska   Posted on: 11/24/03 You are currently: a Guest | Members login | Terms of Use

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