Posts From: Outsourcing

Training BPO has changed considerably since the late '90's when many believe it actually took root as a viable business strategy for learning leaders. Today's training outsourcing market has changed considerably. Here are some of the biggest changes I've seen in the last few years.

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GP announced they have entered into an agreement to acquire the assets of the consulting business of RWD Technologies. It's now about how how the two companies will integrate their culture, capabilities, and brand.

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This year has been one heck of a year and one that evokes the full range of emotions…. anger, worry, conservation, uncertainty, desperation, and in the background the mere fact that we are here should be viewed as being blessed. If we take just one bit of time to disconnect ourselves from these fear driven emotions we would realize that no matter what the future might bring, and what the past has slapped us with, we still can have hope be our guide.

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Anyone that has engaged in or explored the possibility of outsourcing will tell you that there is an abundance of information on how to choose a location, prepare your organization for political fallouts and pick a supplier and negotiate a sound bargain that may result in many rewards (as well as post contract transitioning, engagement administration, and contract renewals). What they don’t tell you , and many won’t share, are some of the intricate details that de-rail and often result in a catastrophic sourcing experience.

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I recently read a news quote that said; “Indian National Knowledge Commission Chairman Sam Pitroda says India can help create jobs in the US by providing alternative training. Everyone's focus in US is on job creation. To create jobs you need to provide alternative training to the people. I think India can help US in retraining people," adds Pitroda. When I read this the hair on the back of my neck stood up. I felt a bit insulted to think that suppliers now feel they are in a position to educate the West. While most of us would acknowledge our education systems can be improved, why is it that our students (who are outsourcers) now not feel they are prepared to advance our education sector for the unemployed?

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If you haven't seen the new sitcom, "Outsourced," I'm sure you've heard plenty about it, and probably already formed an opinion. The fact that some people can laugh at what others deem offensive demonstrates free speech in our society. One of the creators of "Saturday Night Live" once said the show finds humor around potentially offensive topics because you can't ignore the elephant in the room. Exporting jobs to India and China may be our 'economic' elephant and unemployment is certainly no laughinb matter.

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There is probably no better example of Business Process Outsourcing (BPO) where there is a need to have a common belief and spirit directed at a defined objective. In order to have this occur, morale also known as esprit de corps, must be in place. An atmosphere which allows the group to be a part of the institutional and client beliefs is essential. To increase the effectiveness of esprit de corps the coaching element is a must. Out of this we have seen the emergence of coaching as a nurtured role. I sometimes wonder why the skills of coaching had to be a trained endeavor. Where along the line did we lose this as an endowed skill? Maybe it happened at the same time we lost the socially responsible nature of business?

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How far will one go to survive in business? There are simply not many places you can go domestically where you can mention the word “outsourcing” without a tirade of how it is hurting America. For most, the reaction is about the loss of jobs and that outsourcing is the catalyst for company closures. I feel that a bit of this reaction is because people feel victimized, and some even like being the victim (I expect a few comments on that remark!). Yet for many companies that utilize outsource services in a responsible fashion, it offers a chance for continued corporate and employment viability for the workforce that remains.

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Imagine this: Your sales rep is about to make a call to your largest customer. Just before the meeting, your rep receives an automatically generated text message informing her of a huge announcement just made in the market. Her ability to speak intelligently about this demonstrates your organization’s knowledge. You win new business. What made that possible was a learning portal utilizing widgets to pull, configure and redistribute relevant market intelligence just when it happens, and then automatically send it to your workforce as fast as possible.

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When will the monies that are flowing out of the West return to the West, or will they? To a very limited extent the East has been slow to invest outside of their immediate areas. In turn they are opting to self invest in infrastructure and general growth development. While this is great for the region, it is of little value to the Western consumer of their services - and certainly that of global economic recovery. One might consider this a form of social responsibility. Don't all of us have to return a little to those that have made it possible for us to flourish.

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