Escalation in Global Outsourcing - Term Paper Example

Download file to see previous pages The SLA issues along with the implementation team that was also struggling to achieve the development deadlines set for the approaching project waves raised great concerns on the part of C&C. As a result, several nations go-live had to be delayed (Kovasznai&Willcocks, 2012).
Other problems encountered by XperTrans were the overreliance on salespeople instead of experts to counsel their company. Thus, the salespeople on the ground were amazingly convincing, claiming that XperTrans had fantastic capabilities and if they bagged the deal, they would build the aircraft while flying it (Kovasznai&Willcocks, 2012). Therefore, XperTrans relied too much on salespeople having no experts with global service operation experience and made a commitment to offer a level of service that they had not yet offered to any customer before. XperTrans had also set a very ambitious timeline and had promised C&C to execute an almost similar HR outsourcing solution, developed in US, to the European, Middle East and Africa (EMEA) region without first verifying the model’s viability (Kovasznai&Willcocks, 2012). As XperTrans came to realize later, “American companies signing global deals have a very narrow minded vision, they don’t quite still understand that you can’t do it the same way in 44 countries as you do it in one” (Kovasznai&Willcocks, 2012, p.12). Thus, the individuals having high-level viewpoints as well as high-level decisions fundamentally lacked information regarding what precisely would be needed. XperTrans failed to consider differences in languages as well as the fact that every EMEA country had its own distinctive legal system. Thus, this misunderstanding later caused a lot of problems when the system went live. Due to project’s complexity, ambitious timelines, exceptionally strict SLAs, inconsistent resource planning, as well as a lack of sufficient level of in-house know-how, all the Wave A Nations suffered severe difficulties (Kovasznai&Willcocks, ...Download file to see next pagesRead More