
53F
RAMING
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TRATEGY
outsource over 3,000 customer service jobs ( 20 per cent of
its employee base) to India. Unfortunately for the com-
pany, at the tim e that I came on board it was well past the
‘‘honeymoon phase’’ of its outsourcin g tran sitio n, and had
begun to realize that this transition would n ot be as easy
and ‘‘turn-key’’ as i t had been or igina lly sold to the senior
executive team.
From a tal ent managem ent perspec tive, this organiza-
tional tr ansit ion require d leaders in the customer serv ice
depar tme nt to m ove aw ay fro m the d ay-to -day m anage ment
of c ustom er ser vice activi ties. Instead, the focus for these
leaders became ...