are you going to share the paper? On Fri, Oct 16, 2009 at 10:25 AM, Sherry Abercrombie <saber...@gmail.com> wrote: > Thanks for all the responses and comments. Essay question paper now written > and will be turned in on Monday when I take the test. > > On Wed, Oct 14, 2009 at 1:40 PM, David Lum <david....@nwea.org> wrote: >> >> I was outsourced. I worked for Textron for about 10 years, then they >> outsourced their support IT staff – server admins, Help Desk, etc - to CSC >> (www.csc.com). Bryan’s first paragraph described the experience pretty well, >> all the way down to and including “…took 72 hours, prior to the outsourcing >> it would have been resolved in less than a few hours”. >> >> >> >> I worked in the same office working with the same people, but the >> procedure change was excruciating. Case in point (I even brought this >> example up at my interview here at NWEA). Textron and CSC negotiated the >> contract such that CSC charged Textron for every port that was turned on on >> every switch. What does this mean? Imagine any time a new employee is >> hired…”hey we need to find what port on some switch to activate”, and when >> they leave “we need to disable that port”. And what if you need an impromptu >> connection? The guys managing the switches weren’t even in the same state! >> >> >> >> If Textron had a clue, they would at LEAST have said “charge us by MAC >> address and just leave all the ports on” and then CSC could just audit their >> address tables once a month. And don’t think there weren’t a few Linksys >> grade switches coming off the main switches to ad hoc activate some wall >> port because the SLA to activate a port was 24 hours. >> >> >> >> Example 2: Need to reboot a hung server? Cool, but even if the reboot was >> successful and you knew what the root cause was, you needed to attend a 90 >> minute change review board meeting – at least until they got to you and no, >> they didn’t start the meetings with the “quckie” stuff either. >> >> >> >> Example 3: End users weren’t happy that no matter how many times they >> called, they have to give the s/n of their computer, their phone number, >> etc. It turned out to be an effective way to cut down on call volume. >> >> >> >> I am convinced Textron did it for two reasons: Many of their competitors >> were doing it, and it looked good to the shareholders. After two years of >> this insanity none of the numbers I saw ever bore out any financial >> advantage, and certainly my end users to a man were far less satisfied with >> their support. IMO it was a slimy way to spread IT support costs throughout >> all Textron’s divisions because the cost was spread, but the mean level of >> support tanked. >> >> >> >> I left CSC because I couldn’t stand the overhead of doing my work, my work >> life became like NetBEUI… >> >> David Lum // SYSTEMS ENGINEER >> NORTHWEST EVALUATION ASSOCIATION >> (Desk) 971.222.1025 // (Cell) 503.267.9764 >> >> >> >> From: Sherry Abercrombie [mailto:saber...@gmail.com] >> Sent: Tuesday, October 13, 2009 5:58 PM >> To: NT System Admin Issues >> Subject: Outsourcing Discussion >> >> >> >> Guys and gals, >> >> I've returned to college this fall after about 15 years to finally finish >> up a degree I started on about 25 years ago. One of my classes this >> semester is Macro Economics. Last night my professor gave us an essay >> question for a test next Monday that is potentially 50% or more of our test >> grade. The topic is on outsourcing and I wanted to toss this out for >> discussion, input, personal experiences etc etc. The questions I have to >> answer are: >> >> What is the economic justification given for outsourcing? >> Where is the outsourcing taking place? (Obviously, I'm focusing on the IT >> field, specifically technical support) >> What types of jobs are these workers performing? >> What is the benefit to the business? To foreign workers? >> >> I talked with my professor and told her what approach I wanted to take, >> from the end user perspective, and that I had experienced the tech support >> being outsourced. She liked that idea a lot. Obviously, I will be looking >> for other news articles to support my essay. What I'm looking for is >> thoughts, opinions, personal experiences from an end user perspective, has >> anyone here been outsourced? What was that like? I'm just taking an >> informal poll from a group of my peers that I know has had personal >> experience in some way with this subject. >> >> Try to keep it on topic, I did get Stu's OK before sending this, so a big >> Thanks Stu for the use of these lists to help with my exam. >> -- >> Sherry Abercrombie >> >> "Any sufficiently advanced technology is indistinguishable from magic." >> Arthur C. Clarke >> Sent from Haltom City, TX, United States >> >> >> >> >> >> >> >> > > > -- > Sherry Abercrombie > > "Any sufficiently advanced technology is indistinguishable from magic." > Arthur C. Clarke > Sent from Newark, TX, United States > > > >
~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
