WSJ article about Customer Satisfaction and Offshoring

Dr. Whitaker and his colleagues M.S. Krishnan and C. Fornell wrote a great paper. The article can be found on WSJ.

He and his team investigated how Offshoring affects Customer Satisfaction. The result is that Offshoring has an negative impact on Customer Service.

The result will be most probably negative, either you nearshore (domestic outsourcting) or offshore to low labor cost countries.

The full research paper can be downloaded here

Larry Dignan and Tom Steinert-Threlkeld featured this article as well in their “Between the lines” Blog on ZDNet:

Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok by ZDNet’s Larry Dignan — A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office operations has a limited impact. The working paper, conducted by the University of Michigan as well as Nasscom, India’s association of software and services companies, was penned [...]

Title of my diploma thesis

Offshoring of Telecom Services: How Offshoring effects flexibility and customer relationship.

• The vendors perspective between customer and offshoring opportunities.
• The dilemma of offshoring telecom services and the loss of flexibility towards your customer.
• How can this flexibility

Press release about Vodafone Outsourcing

As you can read in this press release on Telecoms.com, Alcatel Lucent will be in charge of maintaining, support and upgrade a range of Vodafone’s technical platforms.

The beginning

Hello,

The aim of this blog is to give you an update about my diploma thesis. The draft title is “Outsourcing of telecom services”.

I got the idea of blogging my progress on the web when I read Chris Andersons book The long tail.

So stay tuned for more updates!