My name is Todd Anderson and I am the manager of the outsourced fulfillment department in India. Due to a high labor cost in the United States, my objective was to go to India to train offshore employees in order for the company to perform effectively and lower the operating cost. I was pretty surprised by many things, first I didn’t expect that implementing and launching orders from the United States was not an easy task at all. I believed that everything would be like in America. At least, the company had this software that calculates the average minutes per incident, which is a great start since I was able to measure the outcomes. At the beginning, the average time spent on phone with a customer was around 17 minutes. But as the time goes through, we finally set goals as a team and reached less than 6 minutes to attend a customer. Also, the differences and the diversification between both US and India were so unexpected that I didn’t know how to interact with the organization. My knowledge about India and its culture were so weak that it wasn’t easy for me to integrate the society. From my personal experience over there, I noticed that cultural understanding was so important when it comes to outsourcing in different countries. I had a big culture shock when I first landed in India. I had a hard time taking a cab and I received many strange looks. I thought that I was going to teach people about how to interact in an American way, but I realized that I had to learn more about their culture before I could start teaching them a westernized mindset. India believes that cows are blessed; I didn’t get that until I introduced our branding item to the employees. Moreover, It did not help much with the Indian employees having such strong accent when it came to them speaking English. I made them realize that if tried hard to drop the accent and speak with an American accent they are going to make their customers feel more confident. I suggest to any company, which is willing to outsource abroad to first learn about the culture issues that might be encountered. Furthermore, the company should also take into consideration the infrastructure and the location of their offshore fulfillment unit. The employees must feel relax and confident to bring profit to the company.

Identified ALL valid measures and accountability in place for EACH objective and provided evidence from the case/outside research

Identified ALL valid constraint(s) and resources provided evidence from the movie

Identified ALL valid key process(es), inputs and outputs and provided evidence from the movie

Described current absolute performance level and performance relative to ALL needs or goals and included both short- and long-term

Identified ALL valid process failure modes and gave specific evidence from the movie

Evaluated relationship of process inputs to more than one output, identified ALL valid root causes in a valid way and cited evidence from the movie

Identified 5+ valid lessons

Clear and logical; sentences are complete and concise and include appropriate paragraph transitions. Tone is appropriate to the prompt and written in “business professional” style.

No errors in writing mechanics (spelling, punctuation, grammar, usage, capitalization, page limit, etc.); lists and tables used appropriately