"In"sourcing

[RipeBanana]

http://blogs.usatoday.com/sky/2006/05/us_1.html

US Airways brings overseas jobs back home

Outsourcing no longer appears “in” at US Airways, which is bringing back hundreds of jobs that had previously been sent to foreign call centers. Most are reservations jobs that had been outsourced to El Salvador, Mexico and the Philippines. About 600 of those positions will be relocated to US Airways call centers in Phoenix, Reno and Winston-Salem, N.C. “Our reservations team does a much better job than those the work has been outsourced to," US Airways CEO Doug Parker says in an interview with TheStreet.com. "Despite our efforts to improve the outsourcing, it will never be as good as having our own employees do it." Most of the jobs that were outsourced were done so by the “old” US Airways, which was fighting to survive before its 2005 merger with America West.

Parker, who took over the combined airline in September, says he considered making the change after regularly hearing complaints from customers and employees about the quality of the outsourced service. In addition to reservations agents, TheStreet.com says US Airways is “reducing its reliance on outsourcing” for its heavy maintenance and informational technology work. Still, Parker says he’s not opposed to outsourcing. "America West has always outsourced some maintenance, just because we didn't have the infrastructure to do a lot of it inside," he said. "US Airways now does some of each. What we're finding is that work that's being done by our own people, no surprise to us, is being done better than by a third-party vendor."

[BigKahuna13]

I'm ahead of the curve for once. I was "in-sourced" when our client decided to take their work in house.


Always figured that when corporations eventually saw the true cost of outsourced - which includes increased management costs and loss of customer goodwill - they'd start to turn away from it. Maybe that's starting to happen.