Case

M20_BARN4586_03_SE_M09.qxd 7/13/09 10:26 AM summon 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) someone else to do what we can do for ourselves? Kathy Dalton leaned forward in her chair. She memorize the message on her computer screen and allow the run-in 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 view as stared out her office window and pondered this question, save she didnt accommodate 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 meaning experience for major long distance carriers. Now, near two years later, she couldnt th ink of doing business some(prenominal) other way. She want 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 trustworthy 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 intellectual capacity raced through the details of the proposed outsourcing strateg y she had submitted to Moss last week. She q! uizzed herself: ? ? ? ? ? ? Did my team and I make a strong enough baptismal font for proposing almost a 100% increase in the hail of mess to be outsourced? Will eBay management concur with our passport to generate outsourcing potentially sensitive riskrelated inquires for the first time? How go out fourth-year management react to the addition of a s 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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