outsourcing
Service Quality
Filed in archive Outsourcing Issues by on March 16, 2004
Quoted from Silicon.com, in 'Truth about Offshore Outsourcing' debate at the Institute of Directors earlier this week, Nasscom VP Sunil Mehta said: "There has been some anecdotal evidence [of poor service] but service levels are independent of geography. They depend on many things."



Poor service has forced Dell to choose leaving their outsourcing partner in Bangalore, India. Apparently, the knock-your-shoes-off style of customer service is extremely important for the US customers.

Various factors, such as cultural and working style factors, might have played some roles in the service output. Delay in responding to customer needs and wants is a big boo-boo in the States, for instance. However, for other cultures, waiting in a long line is a part of live and promptness is not as important as being properly addressed.

Cultural relativity is probably the culprit in the recent Dell's and other company's decision to exit their outsourcing agreement with offshore suppliers. Provided that this issue is addressed properly, financial resources spent wouldn't be worth the objective to outsource in the first place.

Permalink: Service Quality
Tags: outsourcing  service  quality  dell  best  service+quality  customer+service  best+practice 
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