A monthly e-newsletter from the Center for Information-Development Management (CIDM)
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When Customers Bite Back
Is there a point at which customers reject the technical information that we provide? Will all the cutbacks in the quality of information lead to angry customers who make their displeasure known? When will the customers bite back?
The focus of the December 2nd Innovator’s Forum meeting was about creating a sense of urgency and developing a vision for a planned innovation or change.
How much is your company saving by offshore outsourcing? Rates for information development in India run about one fifth of rates in the United States. Are you saving 80 percent on information development costs, or even anything on information development costs? Maybe not, says Stephanie Overby in “The Hidden Costs of Offshore Outsourcing” in the September 2003 issue of CIO magazine.
McKinsey and Company has been doing lots of consulting related to offshoring. They help large companies move to offshore outsourcing. This abstract, “Who wins in offshoring?”, is from an unsigned article from the McKinsey Quarterly to the CNET Web site, http://news.com.com/2030-7341-5096283.html, dated October 26, 2003.
An article on the Zdnet Web site also relates to the costs of IT offshoring, The hidden Costs of IT Outsourcing, by Olga Kharif, provided to Zdnet by Business Week, October 29, 2003, http://techupdate.zdnet.com/techupdate/stories/main/Hidden_Costs_of_IT_Outsourcing.html. In this article Olga Kharif uses a number of case studies to demonstrate that the costs involved with offshoring are about the same as work done in the United States if you consider the quality of work.
You have a problem to solve, what do you do? Do you gather up a team of people and start thinking about the possible solutions for the problem, or do you try to solve the problem by yourself. My advice is that you do not do either of those but start by actually defining what the problem is.