University of London Professor David Faulkner has written extensively about the need for cooperative, rather than purely competitive, strategic business relationships and alliances. Since the early 1990s Faulkner has studied the “essence” of competitive strategy, and the challenges involved in integrating cooperation as part of the competitive mindset. One of his books is International Strategic Alliances: Cooperating to Compete (1995). The strategies of cooperation has been his most common theme.
For all the many successes of outsourcing, it’s not all sweetness and light… As promised a couple of weeks ago, here’s another installment of our Top Ten series featuring some of the most outstanding, damning, incendiary (and at times remarkably poetic) insults from the global outsourcing community. The more sensitive amongst you should look away now…
Pulling into the snowy parking lot and contemplating today’s meeting, my mind wandered to a line from Michael Margolis, the CEO of Get Storied, “If you want to understand the culture, listen to the stories; if you want to change the culture, change the stories.” Carl, the site manager of Excel, the inside-outsourcing service provider at this motorcycle plant, had called a few weeks back and enticed me to visit by stating, “I have a great story for you.”
Sparked by the internet and accelerated by the spread of smart devices, consumers are more and more motivated to gather information online themselves when solving problems with a product or service. This has led to a new situation for customer contact centres – where businesses used to meter information to the public through dedicated agents, now the public at large is holding the cards.
This month Academics of Outsourcing highlight goes to professors Jeffrey H. Dyer and Harbir Singh for their influential work on the topic on what they call the “relational view,” of working in highly strategic alliances.