It is these systems — the rules, the procedures, in effect the operational software — that allow companies to take relatively low-skilled, low-paid workers with relatively little experience and have them do tasks that were once done by people with higher skills, higher pay and more experience. And it is the very nature of these systems that workers are discouraged, if not prohibited, from exercising their own discretion. Their only job is to follow rules, stick to the script and leverage the experience and expertise that are embedded in the system.
That’s why the person in the airline call center in Bangalore can’t do what is necessary to help you catch your honeymoon cruise after your flight has been canceled because a co-pilot failed to show up on time. Her computer simply won’t allow her.
It’s why the person from the credit card company can’t speak to you about your account until you put the cardholder — your recently deceased husband — on the line to give the authorization.
It’s why your company cafeteria won’t serve an Ethiopian option even if half the staff is Ethiopian.
It’s why the security guard won’t let you into the building you’ve worked in for 25 years because your identification card has expired — not even to go to the security office to renew your card.
It’s why, when you call the utility company to tell them your service is down for the third time that week, the person at the call center is completely uninterested in what you learned from the last two repairmen, assuring you that somebody will be out to check the problem and asking if there is anything else he can do for you today.
It’s why, when you call the 800 number for tech services while working at home over the weekend on a crucial project, they tell you they don’t support the application you are using and can’t find somebody who does.
Lifeguard's Ordeal is Parable About Outsourcing
by Steven Pearlstein
http://www.washingtonpost.com/business/lifeguards-ordeal-is-parable-about-outsourcing/2012/07/13/gJQAN6TtkW_story_1.html
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment