Outsourcing Leadership Blog
Report from Manila
on Wednesday, 24 June 2009 15:19
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Categories:
Offshore & Captive Centers
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I just wrapped up a site visit with a client in Manila, Philippines. A lot of advisors don’t like site visits—they take advisors halfway across the world, are usually rushed, and can be repetitive and tedious. I am not one of them. I don’t mind the travel, and I like seeing how the delivery end of our industry works (and especially how it improves over time). I have easily done over 50 offshore site visits over the years, some as a host and many as an advisor, yet I am still amazed by how well these delivery centers work. The client I was with this time said it best: “There’s no way we have these tools, processes, or discipline back home.” While there is a bit of stagecraft involved in any site visit, you can’t really fake it either—hundreds of young accountants working diligently and accurately in near silence, using workflow tools developed by their employers; that doesn’t materialize overnight. We spoke to over 30 of them, many at random, and not one failed to impress with his or her knowledge of accounting or the job they were doing for their client. The point is that while outsourcing failures are unfortunately frequent, the delivery center and its personnel are least likely to be at fault. If you are struggling in an outsourcing relationship, look to failures in its design, its objectives, the transition, the governance, etc., but it is unlikely that you will find a more committed, disciplined, well-trained workforce than in most offshore delivery centers. I had not been to Manila in a long time, and the emphasis on BPO and IT services has intensified—you can see it everywhere. Long intervals between visits have a great reward: you can see the impact our industry has on people’s quality of life. Manila still doesn’t look wealthy, but the impact of over a decade of investment in the services industry is palpable; the economic and social progress can be felt. Esteban Herrera Director, Alsbridge, Inc.
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Comments
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sophie
Best Offshore Investment Quote
The biggest thing lacking for the Philippines these days is a fantastic marketing engine similar NASSCOM in India. Quote
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