Posted on 05/01/2003 2:21:16 AM PDT by chance33_98
HP Australia proposes Indian outsourced "final solution"
Digitalsoft gets the jobs
By INQUIRER staff: Thursday 01 May 2003, 09:27
FURTHER SIGNS of attempts to slim down costs and shed jobs at HP came today after the INQUIRER saw a document outsourcing Australian staff to India. The memo was seen by ZD Net Australia, and reported in this article here, but that's already sparked a witch hunt inside the organisation for the mole, the INQUIRER has learned.
Christine Scammell, general manager of customer support for HP Services, South Pacific said in the memo, which we've also seen, that the move was part of the consolidation of the company.
In a rather unfortunate turn of phrase, she told staff that the "The final solution best represents the criteria of:
"reduce operational cost structure; "support the integration goal of adopting best practice; "create better organisational synergy; "minimum impact to delivery continuity; and "minimum impact on customer satisfaction."
The outsourcing will go to Digital Globalsoft in India, 51 per cent owned by HP, and the only part of the organisation to use the formerly familiar maroon "Digital" logo.
Call management will be outsourced by July this year while the volume call centre and coordination will be over by September.
The reason for the move, said Scammell, was to "ensure the long term viability of the HP Customter Support business".
But the ZD Net article has already prompted a witch hunt within HP Australia for the culprit who leaked Scammell's memo, we can further reveal today.
On reading that story, Scammell emailed staff in the HP with the following.
"HPCS,
"As you may be aware, an unauthorised communication on the Call Centre announcement was forwarded to a press organisation last night.
"The communication we made on the Call Centres via e-mail was detailed and included sensitive information. We chose to provide this to the wider HPCS group because we believe that an informed organisation is a more effective organisation and we all need to help each other through this challenging and difficult transition.
"Sensitive information forwarded in an unplanned manner to outside organisations, or to those who do not have background to put things into context, does lead to mis-information, unnecessary sensationalism and provides excellent opportunity for our competitors to create feelings of doubt in the minds of our customers.
"It potentially impacts our ability to grow our business and as such puts at risk other roles and jobs within HPCS. Thus when such unmanaged communications go out they are hurting the people we work with, your colleagues and your friends within HP.
"People within our organisation who are found to be responsible for such unauthorised activity will be subject to the consequences outlined in the Standards of Business Conduct simply because of the damage it can cause to HP and the livelihoods of all our employees.
"If you have any questions on what may be communicated, please contact your manager or Hugh Scott (02-9022-1029).
"Best regards Christine"
And here's... µ
HP's Original Handout CALL CENTRE CONSOLIDATION Volume Call Centre, Call Management, Co-ordination
Key facts:
§ Three call centres are in-scope – Volume Call Centre, Call Management and Co-ordination
§ HP undertook an extensive audit to determine how to consolidate the pre-merger HP and Compaq call centres in Customer Support. The objective of the consolidation was to create a single, end-to-end organisation which drew on the resources, experience and strengths of both pre-merger companies.
§ The final solution best represents the criteria of: reduce operational cost structure; support the integration goal of adopting best practice; create better organisational synergy; minimum impact to delivery continuity; minimum impact on customer satisfaction.
§ The front line support for the Volume Call Centre will be centralised to India. This is a region-wide activity that is occurring in all HP subsidiaries across the Asia Pacific, including Australia.
§ Call management will be relocated to Sydney and Co-ordination will be relocated to Melbourne.
§ The changes will take place on a rolling schedule. Call management will be completed by July. The Volume Call centre and Co-ordination will be finalised by September. HP has elected to bundle the communication on the in-scope call centres to help reduce the anxiety of our staff.
Weasel Alert!
Looks almost as though Maureen Dowd wrote it.
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