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Requirement
Question 2.
Based on the findings from your research on the industry, list and explain your choices for the four performance dimensions or criteria, in addition to cost, you would recommend the top management use for their strategic decision making. Ensure that these dimensions assist in differentiating between the 2 options. The same mark for both options does not assist in making your choice. (12 marks – 3 marks for reasoning x 4 criteria)
Explain and justify how you arrived at the relative weight for the five criteria points being used and the score for each of these dimensions for the insourcing and outsourcing options. (6 marks)
Then, utilize (and show) a weighted-point evaluation matrix to evaluate the two options (insource or outsource) with your 5 criteria (3 marks)
Answer :
The four criteria other than cost that should be considered are:
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(a.) Control: A control of the company over its processes varies on using outsourcing and insourcing. Companies that outsource have little to no managerial control over the mode in which the outside business is operating. Companies that insource have complete control over its operations and employees. Chen, N. (2014).
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(b.) Stable and trained workforce: The recruitment and training of an additional work force result in an unbalanced condition and tight worker markets. Further, the conservative forecasts benefit the suppliers or result in excessive idle time. Outsourcing is a cost efficient solution as not more is invested regarding the labor force and the less amount of labor force is retained due to high satisfaction.
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(c.) Supplier goodwill contemplations: Using suppliers irregularly as buffers might result in loss of the goodwill accompanied by the long term damage. Businesses require to be more robust while dealing with the suppliers by benchmarking the service provision along with working diligently with them so as to drive values and to achieve savings. Outsourcing gives access to all the required the skills and knowledge helping to reduce expenditure along with improving the quality of the service. (Stanley, n.d.)
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(d.) Percentage increase in the brand value: The higher productivity leads to increase in the brand value.
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Question 3.
State your final recommendation—should Kiwal continue on as is or outsource its Customer Services? Why? Be sure to justify your answer based on your findings and the; advantages/disadvantages of in or outsourcing. (5 marks)
Answer:
The Kiwal should go with outsourcing as it a cost effective method. It gives the organization an access for specializing the skills set required for resourcing and another process that insourcing is unable to match.
Further, the outsourcing team is much more self-managed and hence it allows the management for handing-over the details to the organization and hence it allows its management to focus on major and important issues carefully. Some other factors supporting outsourcing are:
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Great flexibility
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Desire not to add extra workforce
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Improved cash-flow
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Lower potential worker costs
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Uncertain volume requirements
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Low investment risk
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Building requires high capital startup costs
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Routine items can be available from many sources (Marquis, n.d.)
Question 4.
After your selection of which option to pursue (either continue with insourcing or begin outsourcing), your manager wants to know how are we going to specifically measure performance of the online assistance? You must provide a specific measurement (preferably quantifiable) for your four additional important dimensions. They should relate to your performance criteria, as specified in Q2. For instance, if customer satisfaction with “x” is one of the criteria you used in the matrix, this part looks at how you’re going to measure that customer satisfaction. Your answer must contain reasoning on why these are important, valid measurements and how the measurement is to be done. Be specific. You can’t manage it well if you can’t measure it. (8 marks – 2 marks for each performance measure)
**Research Note- Kiwal Customer Services is NOT a real company, so please do not try to find information on it as it does not exist.
Answer:
The measurement of all the four stated performance measure is important for the company to understand whether the company is improving or not. The initial criterion is the percentage of satisfied customers. The company has decided to keep 9 for every ten customers as satisfied to be the successful level. Below than that will be the indication to improve the service. The customers will be sent a small survey after each interaction with the CSE to know the level of satisfaction. The second criteria are the reduction in the staff turnover as the criteria that will help in knowing whether the company is treading on the right path as satisfied employee leads to more satisfied customers. The attrition rate of below 5% per year is only acceptable. The number of people getting to know about the company will be the fourth criteria. Percentage increase of at least 3% per year will indicate that the company is being liked by the clients. The fourth is the addition of new businesses. The addition of at least two businesses a year should be considered as appreciable indication.
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Place Your OrderREFERENCES:
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Marquis, A. The Difference Between Outsourcing & Insourcing. Smallbusiness.chron.com. Retrieved 15 March 2016, from http://smallbusiness.chron.com/difference-between-outsourcing-insourcing-32400.html
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Stanley, K. Outsourcing versus Insourcing in a Cost-Cutting Climate - FMLink. FMLink. Retrieved 15 March 2016, from http://fmlink.com/articles/outsourcing-versus-insourcing-in-a-cost-cutting-climate/
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Chen, N. (2014). The Popular Debate: Insourcing vs. Outsourcing Merchandising. Business 2 Community. Retrieved 15 March 2016, from http://www.business2community.com/product-management/popular-debate-insourcing-vs-outsourcing-merchandising-01074609#R9vCcxdAYxHceu6Z.97
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