Trends in outsourcing are anything but linear. The political, economic, social, environmental, and infra-structural landscape of developing countries is changing very fast. The pace of change in technological capabilities does not show any sign of slowing down either. Thus, the decision making process for outsourcing and offshoring business and knowledge processes must be reviewed regularly: what made sense five years make not make sense anymore today. This video takes a fresh look at the question and, based on a review of recent research, proposes conceptual models that can guide and support enlightened decision. Outsourcing a process that you do not understand is abdicating. Outsourcing without strong process management capabilities is risky business. Enterprise architecture maturity is a critical determinant of this capability. The process space is presented here along two important axes: knowledge embedded in the process and extent of customer contact involved.
Alexander Edwards, president, Strategic Vision, explains that surveys can help predict future behavior.... [more]
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your... [more]
In this episode, Lisa Custer, principal, Firefly Consulting, explains the multiple uses of a customer... [more]
Quality Progress author Govind Ramu, who is also the chair of the U.S. Technical Advisory Group to... [more]
Whether you work in manufacturing, government, education, healthcare, or (of course) the service sector,... [more]
Auditing expert and ASQ fellow Dennis Arter shares tips and advice for auditors and auditees.
This episode of ASQ TV explores the culture of quality. Brien Palmer, author of Making Change Work,... [more]
Learn why ISO 9001:2008, one of the world's best known standards, is being revised. Then hear about the... [more]
Recalls can be one of the most challenging aspects of the quality professional's job. In this episode,... [more]
Organizations perceive risk management in three general ways. Carol Fox, Director, Strategic and... [more]
Culture is the driving force of quality. Creating and sustaining a quality culture are much-discussed... [more]
In this episode, learn why less is more! We cover all things lean: What it is and what makes lean... [more]
Voice of the customer, or V-O-C, is the ongoing collection of customer needs and expectations-both... [more]