Categories

SERVQUAL test for Outsourcing

When determining whether service delivery is meeting service expectations, it is useful to seek the views of the actual service users. One tool that we are making available on this site to assess outsource service quality is the OUTSOURCE SERVQUAL (or OUTSERVQUAL). This is a new approach available exclusively from this site as a service to the community. OUTSERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge the service quality of suppliers and is based on the SERVQUAL approach by Parasuraman. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the actual service performance. […]

Is Outsourcing Profitable? – Lecture by Prof Strassmann

In this video Prof Strassmann considers, in a very careful way, whether Outsourcing can be profitable. The short answer to this is yes if it is done corrrectly and he points to the main reasons for failure steming from managements inability to manage the process correctly. Especially it seems when it comes to deciding which functions should be considered. Overall a very erudite and insightful contribution. […]

The creation of an effective internal website

A lot of money is invested by companies on implementing internal web sites, developing HR for the intranet to facilitate employee and management ‘self-service’. The aim is often to increase employee understanding of company goals and procedures and reduce workload on key personnel, enabling these personnel to become more strategic. Furthermore intranets can provide a greater degree of flexibility for individuals and groups as well as assist in the creation of a ‘learning organization’. However, despite the potential benefits to both the individual and the organization, utilization of these systems is generally low. So how can we get employees motivated to use self-service websites? […]

How to handle forced change in Outsourcing

Change Managers in an Outsource often assume that if the rationale for change is made clear to the people affected then change management is unproblematic and resistance negligible. People assume that if we rationally explain to the employees affected they will ‘buy-in’ to the process and thereafter work actively to realise the change or at least moderate their resistance to it. There is a assumption behind all this that changes are negotiated and developed over time and that the change agent’s task is but to make clear the imperatives and the people fall into place – communication mechanisms (usually Slide-Ware) are the main carriers of this type of intervention. […]

Does outsourcing cause jobs to be lost in the host country?

The evidence on this is actually mixed – in the United States studies have shown that in general outsourcing has a neutral effect on jobs if that outsourcing is done within the country. The types of jobs that are traditionally outsourced tend to fall into the range of low skilled or single skilled activities. Here we can think of typical clerical work or generic IT support – and it is in these areas that the structure of work is changing. […]

American Discovered by Welsh Columbus Day is now a Sham

As is well known by our American cousins Prince Madog ap Owain Gwynedd heir of Owain discovered America around the year 1200 some 300 years before Columbus and founded a colony near to Alabama (although the exact location of the earlier settlements is in dispute some claiming Tennessee a more likely location). […]

When orgasm triggers a light show

For people with synaesthesia, stimulation of one sense – or in some cases just thinking of a particular concept – triggers another kind of sensory experience. The most common form of the condition is for letters to trigger colour perceptions, but there are some truly strange variants, such as people for whom various swimming […]

What can employers learn from a job candidate's Facebook postings?

Organisations know that job candidates are presenting an idealised version of themselves in their CV and at interview. According to reports, many recruiters are therefore taking to social media to find an uncensored version of their applicants. Is this fair and what can they learn? A new study, led by William Stoughton and his […]

HM Treasury kick-starts the end of the government outsourcing mega-deal

treasury

HM Treasury has become one of the first Whitehall departments to formally signal its intent to break up its existing single-supplier outsourcing mega-deal. The department is inviting suppliers to provide feedback on its proposed new approach for sourcing IT – a model that is likely to be repeated for many of the major outsourcing deals […]

The supposed benefits of open-plan offices do not outweigh the costs

The worlds of business, office design and psychology really need to get their heads together. Large open-plan offices have become the norm across modern cities despite a sizeable literature documenting the disadvantages, including increased distraction and diminished worker satisfaction.

Open-plan offices are favoured by companies largely because of economic factors – more employees […]