Case

M20_BARN4586_03_SE_M09.qxd 7/13/09 10:26 AM scallywag 31 P A R T Case 31: eBay customer Support Outsourcing* 3 C A S E S If we argon to continue outsourcing, and even consider expanding it, why should we keep paying(a) mortal else to do what we can do for ourselves? Kathy Dalton leaned forward in her chair. She check the message on her computer screen and allow the lyric sink in. Why had she not anticipated that? after(prenominal) all, she was adept at asking insightful questions. She felt her spirit rate quicken. She would boast stared out her office window and pondered this question, save she didnt go through an office. In keeping with a well-established silicon Valley tradition, everyone at eBay, including CEO Meg Whitman, occupied a cubicle. Dalton, an attractive, 38-year-old executive, had joined eBay in late 2002 after years of call back nub experience for major long distance carriers. Now, near cardinal years later, she couldnt think of doing business some(prenominal) other way. She desire being in the center of the action. posing in a transparent cube, surrounded by hundreds of religious service representatives, added to her already high level of energy, and kept her in post with eBays internal and external customers. Dalton reflected on the e-mail she had except legitimate from her boss, Wendy Moss, Vice President of Global Customer Support.

She knew she would pick up the phone soon, call Moss, and ask her clarifying questions about her e-mail. Her rational capacity raced through the details of the proposed outsourcing strategy she h ad submitted to Moss last week. She quizzed ! herself: ? ? ? ? ? ? Did my police squad and I make a strong enough caseful for proposing almost a 100% increase in the aggregate of mess to be outsourced? Will eBay management concur with our recommendation to generate outsourcing potentially sensitive riskrelated inquires for the first time? How leave fourth-year management react to the addition of a flake outsourcing vendor? Did we cover adequately the types of...If you want to get a in full essay, order it on our website: OrderCustomPaper.com

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