Customer Service in India. Sarajane Zarbock BUSM 361 Section 2. India: The World’s Brain Trust. Not just call centers and IT services Drug R&D Pottery Barn furniture Live-chat representatives at Earthlink Tax preparation.
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BUSM 361 Section 2
-Chris Anderson of Wired
at its Global Research Center in
from $2 billion in 2002.
India’s infrastructure as the
country’s most serious flaw.
to bad), India is a 3.3,
jointly holding last place
among the 16 countries
aren’t available to multinational or
than China to produce,
distribute, and export their
launched plan to construct
the Golden Quadrilateral
Highway linking India’s
four largest cities.
have enough qualified labor for next
five years for back-office activities.
grow, tariffs will fall.
“The reality is that technology productivity has created more job loss than anything else. We don’t stop it. We accept that as part of evolution. Now you should think of this as one more dimension of how the world is going to change. I don’t think it’s stoppable.”
-CEO of Infosys, Nandan Nilekani
“Companies: Tata Consultancy to help U.K. insurer; Pearl Group signs over back-office operations to India outsourcing firm.” Bellman, Eric. Asian Wall Street Journal. Victoria, Hong Kong: Oct 19, 2005, p. 7.
“Compaq Gets Web Savvy in India.” L Pai, Uday Lal. Electronic News (North America). Oct 30, 2000. Vol. 46 Issue 44, p. 18.
“Digital Army; Outsourcing has changed the way the world sees India. A workforce, armed with a keyboard and mouse, has made it the new global superbrain.” Krishnan Menon. India Today. New Delhi: Aug 22, 2005. Pg. 64.
“Ensuring India’s offshore future.” Fairell, Diana; Kaka, Noshir. McKinsey Quarterly, 2005 Special Edition, p. 74.
“India: An Agent of Change.” Hamm, Steve. BusinessWeek Online. Jul 28, 2005.
“India’s Bumpy Ride.” Chandler, Clay. Fortune. Oct 31, 2005, p. 134.
“Making India a global hub.” Rajan, Raghuram. McKinsey Quarterly, 2005 Special Edition, p. 112.
“Now, High-Tech Work Is Going Abroad.” Flanigan, James. New York Times (Late Edition (east Coast)). New York, N.Y.:Nov 17, 2005, p. 6.
“What to make India a manufacturing base.” Luthra, Shashank; Mangaleswaran, Ramesh; Padhi, Asutosh. McKinsey Quarterly; 2005 Special Edition, p. 62-73.
A passage from India Outsourcing: [3rd Edition]. Suketu Mehtu. International Herald Tribune Paris: Jul 13, 2005. P. 7.