Originally Posted by
Uplinker
As soon as a company starts outsourcing things, the "ownership" and "pride" of maintaining the system is lost. The accountants can show an apparent saving on the balance sheet, but this will be temporary, as BA have just unintentionally proved.
All so true. In addition, there is always a certain "inertia", where old-style enthusiasm and interest in the customer and company interest is retained, despite the new corporate structure. This particularly applies if the outsourcer/new company starts off by retaining a number of the established staff, and their procedures.
Over time this evaporates. I suspect there were initially, after the Tata outsourcing, a notable number of staff who were "old school", and retained their knowledge and enthusiasm for ultimate client BA, despite the new name on their payslips. Of course, over time they go, or are ousted, and get replaced by those who bring none of these qualities, but have been recruited and trained to do everything "by the (new) book".
Notice how long it's taking to repatriate/sort out the bags. Time was when numbers would have pitched in and worked 12/16 hour days, some paid, some not, to deal with this. Nowadays the Cruz mantra is "no budget for any such overtime, and I don't care about you anyway, such a task is not about saving money so is irrelevant". So it all just drags on, and the paying customers get infuriated.