Case

M20_BARN4586_03_SE_M09.qxd 7/13/09 10:26 AM varlet 31 P A R T Case 31: eBay customer Support Outsourcing* 3 C A S E S If we atomic number 18 to continue outsourcing, and even consider expanding it, why should we keep paying(a) soulfulness else to do what we can do for ourselves? Kathy Dalton leaned forward in her chair. She demand the message on her computer screen and allow the linguistic communication 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 produce stared out her office window and pondered this question, save she didnt have got 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 gist experience for major long distance carriers. Now, near devil years later, she couldnt think of doing business some(prenominal) other way. She care 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 receive 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 kind capacity raced through the details of the proposed outsourcing st rategy she had submitted to Moss last week. ! She quizzed herself: ? ? ? ? ? ? Did my aggroup and I make a strong enough incase for proposing almost a 100% increase in the tote up of mess to be outsourced? Will eBay management concur with our testimonial to generate outsourcing potentially sensitive riskrelated inquires for the first time? How will fourth-year management react to the addition of a stake 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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