June 8, 2005

Strategic Outsourcing

I attend a session this morning on strategic outsourcing of customer education. It was a very interesting session. I actually gained a lot of respect for the companies represented. They really sounded authentic in trying to provide solutions that impact business results. I also related to some of their struggles and experiences.

There are still a lot of issues with customer training and its relationship/impact with/on branding, sales, and customer relations that will have interesting outcomes in the near future. I was surprised that there was no discussion about informal learning and its impact on the this market segment. But in a follow-up private discussion, it was something they recognized.

Two new terms for me... Point of Need - Can't learn everything there is to know about every product at Home Depot, just traing when you need it. and Only As Needed - which is really just the same thing (I think).

However, I didn't get a feel that the corporations outsourcing their customer training was really ready to turn the process over to the customer. It didn't go to that detail, but I got the feeling that they still wanted a formal process, which I understand. However, to stay on top of the changing market, it is difficult to go through a rigourous development cycle. (Man, I wish Blogger had Intrensic Performance Support, underlines for spell checking and the like.)

I am going to a research-based session next... It should be good.

1 comment:

  1. Anonymous4:41 AM

    Wanna expand without any hassle? Hire a KPO.

    Whether You Want …
    To expand without any hassle?
    Temporary employees who are ready to work around the clock?
    To minimize management hassles?
    To increase your profits with reduced cost?
    Then it’s time to search for an IT outsourcing / KPO company in order to achieve all above positive aspects.

    Your search ends here at interactive web connects…

    Comprehensive range of KPO services
    We try our best to strengthen your customer interaction using variety of web tools. We specialize in supporting your company at back end in efficient way. Many companies are outsourcing their support work to us, Try us once and see the difference...

    Interactive Web Connects