Will I be next?

 

Summary

Managers facing the unenviable task of laying off employees will do well to remember one guiding principle--meritocracy--says CNETAsia's Eileen Yu.

Events

Echelon 2012
June 11 and 12, 2012

University Cultural Centre, National University of Singapore

Startup Asia Jakarta 2012
June 7 and 8, 2012

12th Floor, Annex Building, Wisma Nusantara Complex, Jl. M.H. Thamrin No. 59 Jakarta 10350, Indonesia

MMA Forum Singapore
April 23-25, 2012

Grand Hyatt Singapore

comment That's the question employees are probably asking themselves more and more lately: Will they be the next to be affected by outsourcing, be it offshore or onshore?

Job insecurity has played rampant among workers around the world as more companies outsource their business and IT functions, to reduce overheads and focus on core competencies.

Labor unions have protested about local jobs being cut, while businesses have had to deal with damaged staff morale.

A similar issue surfaced in Singapore some years back. In a bid to inject new skills into the market and beef up its workforce, the Singapore government encouraged local companies to hire foreign workers. The move sparked off a heated debate in the country, with some arguing that it would feed the Pinkerton Syndrome and encourage organizations to drop local workers in favor of foreigners. The government then stressed the need for companies to keep their focus on merit.

Today's outsourcing debate raises the fear of job losses again.

And in their haste to gain the savings from outsourcing, some organizations have neglected the need to ensure that the quality of outsourced customer-facing services is maintained.

For example, several companies in the US that outsourced their call centers to countries offering cheaper labor ended up having to deal with irate customers who complained about the unintelligible English, poor support service and long telephone waits. Some of these organizations have since brought such operations back to the US.

However, despite the bad press generated, outsourcing--if done right--can yield the benefits it promises to deliver: cost savings, resource optimization and a stronger focus on core competencies.

More than that, it serves as a good wake-up call to employees across the globe who have become too comfortable in their jobs.

It's tough not feeling sorry for a worker who has been laid off because his role has been outsourced. But this employee should also ask himself why his employer didn't feel compelled enough to redeploy his skills and retain him.

If your employer doesn't think it's worth forking out even a single dollar to keep your skills in the company, it can only mean one of two things: you're not good enough, or your employer doesn't recognize good talent. If you're good at what you do, you have no reason to live in constant fear of losing your job. Neither do you have to worry when that happens, because with your skills, you can easily find employment elsewhere.

Outsourcing shouldn't be your excuse for not ensuring you remain valuable to the company.

Double-edged sword
The outsourcing blitz has indeed created a double-edged sword, where both the employer and employee have much to lose if the sword is mishandled.

Therefore organizations must craft an outsourcing strategy that retains domain or institutional expertise within the organization, and ensures technical skills and knowledge crucial to the company are not completely lost to the service provider.

Without retaining intimate knowledge of your company's IT and business requirements, you'll face an uphill challenge should you decide to reclaim outsourced activities at a later stage. And ultimately, outsourcing should be carried out based on meritocracy and not by cost savings alone.

biography
Eileen Yu is the editor of CNETAsia's fortnightly magazine, CNETAsia Week.

Talkback

Eileen, you just don't get it.

Since when did the first world start thinking that the third world can successfully provide quality IT work when the people in those countries cannot even provide clean water to their own people?

Outsourcing is nothing more than paid-for media hype designed to take what the first world has created. After all if those workers in outsourcing locations were so fabulous, why didn't Silicon Valley spring up there? Answer: they can't do the work.

IT is the most intensely competitve industry on earth. The Japanese tried to crack software 10 years ago and failed. And the Japanese rarely fail at anything they try. If they could not do it, then why does anyone think anyone else can?

All outsourcing is doing is killing off good companies by sending work to incapable countries who take the pay but produce nothing. That is why Silicon Valley is a ghost town.

As the 90s boom showed, it is GOOD for an economy if workers are paid high wages because it raises spending and it encourages people to work harder. Slashing wages to the floor hurts companies, rather than helping them. Why? For one thing laying off workers and replacing them with cheap unskilled labor creates morale problems which lowers the quality of all work. Secondly, it is not in the interest of a good economy to pay workers third world wages because it means people have less to spend. No spending, no business, no business, no profits.

IT businesses are not some supermarket chessboard on which human resources can be shuffled around while the numbers on the P&L statement go up and down. IT is not and never will be a cost-cutting business. Companies need to forget about slashing costs and focus again on innovation. Companies like Apple who continue to innovate are thriving - as the iPod demonstrates. And by the way, they don't outsource their engineering work either.

IT can ONLY thrive in an environment where a large number of extreme-skilled workers are well paid and therefore happy and productive. IT products take time and craftsmanship to get right. They are not some can of soup that gets stocked on a supermarket shelve, although today's IT executives seem to think they are.

The lesson from outsourcing is simple: if you want a strong IT economy, you have to pay highly skilled workers top dollar for their talent. Since when did talent become a cheap commodity? And in IT, at least in software, that talent still resides in American workers. The proof is in the results: seven years of outsourcing has been a disaster for both workers and IT companies alike.

Corporations somehow seem to believe that they can get 90s-level activity by throwing away the very workers who built the 90s IT industry. Everyone else today are simply "Me-too" wannabes.

In addition, name one major commercial name brand or software package that has come out of an Indian, Chinese, or Singaporean company? There are none.

The fact is, software is an art - and as the Japanese discovered it is a uniquely American art. Silicon Valley sprung up in America because of American workers, not because of some magical geographical location.

The extreme high quality demanded in IT requires the best workers in the world. And in software, that still remains Americans. Better workers cost more. You can't have it both ways. You can't pay for a Volkswagen and get a Porsche. If you want a Porsche, you have to pay Porsche's prices.

Corporations are kidding themselves if they think they can get quality IT work done for nothing. Corporations seem to think they are somehow special and immune to paying rates that the market demands.

In the end, they will have to because the market demands the highest quality products, which right now outosurcing nations in the third world cannot provide.

If we want IT to boom again, stop the cost-cutting and focus on value creation - and put American workers back to work.

James December 21, 2004
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