Beleagured outsourced accounting-scandal-ridden GE got burned badly by outsourcing.
Now they’re brining most IT back in house – both because offshore staff was found largely incompetent, and because it will probably protect Jack Welch and Jeff Imelt from criminal lawsuit exposure.
India’s “BPO transformation” didn’t quite work out too well for GE now did it?
More India Inc biz-speak, as usual. Where the rubber meets the road, another India Inc fail.
“Fragmented legacy systems, heavily outsourced IT support, and significant reliance on manual process are IT problems almost every large organization struggles with. Some, however, like General Electric, are tackling these issues head. The company’s IT leaders made a commitment in October 2017 to transform the multinational conglomerate through a technical initiative that would emphasize employee experience, simplify the technology selection process, manage IT spend and drive greater cost efficiencies.
“For our employees, acquiring, managing and learning the legacy systems we had in place was death by a thousand paper cuts,” says Jeff Monaco, CTO of digital workplace technology at GE. “The information became ‘tribal knowledge,’ and so they had to open numerous support tickets, find someone who knew how to navigate the systems, or phone a friend. And on the support side, it was heavily outsourced globally to staff that weren’t well-trained and didn’t have fast turnaround time. It was both a technology and a satisfaction issue.”