I’ve been singing the praises of IBM recently, from a social technologies point of view, because of the way they’re using tools like Second Life and Xing. A lot of this is aimed at their growing workforce in China, and I guess India isn’t far behind.
Of course, there’s a downside: this is the migration of those jobs from the West, especially, the US, to cheaper developing economies. In IBM’s case, this has become very controversial following Bob Cringely’s series of articles on IBM’s LEAN process. I took the time yesterday to read the comment thread on his previous article on the topic, and it’s very interesting from an MBA point of view.
Naturally, businesses seek to cut costs; this is natural. However, of course, you don’t do this if you have a good reason to go the other way and charge a premium. IBM seems to have been in the latter category: the huge amount of experience, domain-specific knowledge, and talent that the company could draw on gave excellent value for money even if the price was higher. If these comments are representative, however, it seems that the current IBM management are cutting their most knowledgable (and most expensive) employees in order to cut costs, and replacing them with cheaper – because inexperienced – hires in developing economies such as Argentina, South Africa, and of course Asia.
This seems to be throwing the baby out with the bathwater: employee costs are reduced, but customer satisfaction is also plummeting, because the exit of specialised knowledge leads to longer problem resolution times. It seems many customers won’t be renewing their contracts – and at the same time, the remaining talent at IBM is overworked, demoralised, and looking for an exit. IF those comments are representative. If they are, then the future doesn’t look so rosy for Big Blue.
On a broader scope, though, this outsourcing of white-collar jobs is still gathering steam. A common complaint, and one that relates to the IBM comments, is that the Asian employees getting the new jobs are unable to think creatively, and can only do exactly what they are told to do – even if there are errors that they are expected to detect. It’s something I’ve referred to before, and certainly applies even here in Singapore.
I’m talking about this because I’ve just been looking at old posts, and see that even in 2003 I was looking at this trend and wondering where I would fit in – and how I would react to it. Taking the MBA was my response, of course.
As I think about this, I can perhaps see a niche evolving where I could see an opportunity… got to start planning for the next few years…