Infosys banks massive growth
Infosys is one massive success story for India. Aggressively expanding in the outsourcing business, and going globally in the meantime.
The company yesterday announced a quarterly net profit increase 49% on the back of the sustained outsourcing boom.
They might have some kind of a problem when John Kerry wins the next presidential race in the US - John Kerry has taken a somewhat more critical view at outsourcing. However, since they expanded globally already, they might be ready to find "legislative restrictions".
We don't deny that outsourcing is critical for companies. As Jack Welsh once said "What is the backoffice of your company is the frontoffice of others" and it makes sense to outsource what can be done better by others. The strong factor here is better and there are enough stories that show that companies don't necessarily manage the outsourcing game professionally. I am referring to Jikon at http://www.jikonlai.com/ who recently reported a massive failure of customer service at Dell Computers.
Other companies see outsourcing of certain service functions critical - it shouldn't be forgotten that it is a way to connect with your user or consumer. A Richard Downes, customer marketing manager for BMW was quoted last year as saying that:
"If you've got somebody sensible on the end of the phone who knows about the product range and has some common sense, that's half the battle. Keep it simple and do the basics right. It's about making sure a customer is sent the right brochure; if someone wants a price, making sure that's available; having a web site that's easy to navigate and has the right information. It's the old Keep It Simple, Stupid. All the hype about CRM misses the point that customers just want to be treated well. So get some very good people to answer your telephone enquiries. We look for the best people around and we train them and we hang on to them. That human touch is very important, especially with a high-value item like a car.” (Management Today, September 2003).
Well said.
The company yesterday announced a quarterly net profit increase 49% on the back of the sustained outsourcing boom.
They might have some kind of a problem when John Kerry wins the next presidential race in the US - John Kerry has taken a somewhat more critical view at outsourcing. However, since they expanded globally already, they might be ready to find "legislative restrictions".
We don't deny that outsourcing is critical for companies. As Jack Welsh once said "What is the backoffice of your company is the frontoffice of others" and it makes sense to outsource what can be done better by others. The strong factor here is better and there are enough stories that show that companies don't necessarily manage the outsourcing game professionally. I am referring to Jikon at http://www.jikonlai.com/ who recently reported a massive failure of customer service at Dell Computers.
Other companies see outsourcing of certain service functions critical - it shouldn't be forgotten that it is a way to connect with your user or consumer. A Richard Downes, customer marketing manager for BMW was quoted last year as saying that:
"If you've got somebody sensible on the end of the phone who knows about the product range and has some common sense, that's half the battle. Keep it simple and do the basics right. It's about making sure a customer is sent the right brochure; if someone wants a price, making sure that's available; having a web site that's easy to navigate and has the right information. It's the old Keep It Simple, Stupid. All the hype about CRM misses the point that customers just want to be treated well. So get some very good people to answer your telephone enquiries. We look for the best people around and we train them and we hang on to them. That human touch is very important, especially with a high-value item like a car.” (Management Today, September 2003).
Well said.
posted by Andreas @ 3:51 pm
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