Work to outsiders: outsourcing
With the increasingly outsourced strategy rooted in Nuetros head of business leaders (who are the first to outsource their reasoning) as situations occur less curious in the internal processes of enterprises.
The idea of delegating tasks that are not the core business outsourced to other companies make much sense. The problem is when one side is not clearly identified as the nucleus of Negoi and on the other hand, when the outsourcing is done to benefit the subcontractor.
The other day I faced one of these outsourced processes and totally inefficient. In my company needed to make the morning a number of changes in profile to a very large number of users of the system. Until not long ago, this task was internal. One sent a mail to the manager, he spent a user list and placed beside the change that was required. And most of the times as we all spoke the same language in two lines explaining what was needed. Many times, if users share a common feature (category, date, location) did not indicate lack of data users. The guys who did the maintenance took care of everything. And within a short time everything was resolved.
Now the task is outsourced. I access the incident management system. And you have to open a support ticket for every change that is required (if a user has three shifts, three incidents). If there are 56 users with the same hand, you have to open 56 incidents. The window of completion of the incidents have so many areas that I do not need, but you should complete. Also lets not write the value of the fields although know by heart, one must use the mouse and recover from a drop down list each time in each field. So just prepare the requests take longer than that since it was passed before the data request and had already changed.
And then comes the second part. My request goes to an outside firm with offices in several countries on different continents and different hemispheres. That provoked, that I resolved the incidence at odd hours here. That if, fulfill the conditions of the contract to resolve things within 48 hours.
The end, one no longer knows if the external work for us or vice versa. Because the explanation for why so many incidents opening is easy: one invoice per incident.
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