The MGS Blog

Tuesday, October 2, 2012

Complications of attempting to outsource services

The situation at Capita UK illustrates the potential for services outsourcing initiatives to run up against end-customer objections. In this case Capita IT Services offshore outsourcing plan contravened Capita UK's service level agreements with its end-customers.
But was the problem really as straight forward as it appears?


C. Hall, Capita IT staff strike over Indian offshoring plans, 2012. Capita UK offshoring plan killed by customer backlash - insiders