Moving offshore – key challenges and the importance of quality standards
Rahul Sahgal and Vineet MalhotraAnnik Technology Services, India
INTRODUCTION
Dell does it, so does Microsoft, Hewlett Packard, Citibank, AOL Time Warner, Prudential, Delta Air to name a few. What these companies have in common is the magnitude of work that they have outsourced to countries like India, Philippines, Hungary, etc. These are not low-end data entry or plain vanilla customer service support, but in some case high end analytics, R&D, customer retention and data mining type of work that is now being handled offshore. Has quality...