MEMO: OUTSOURCED
Objectives
Western Novelty has restructured order fulfillment. As a result, my job and entire
department is outsourced off shore to India. I had the option to either quit or go to India to train
my replacement. After contemplating about the outcomes, I chose to go to India because I
wanted to save my pension and stock options as well as my benefits. The objectives of my trip to
India were to train my replacement, visit the call center and improve the minutes per incident
(MPI) to under 6:00, teach the new employees what Americans expect, help integrate the new
employees into the business and help with the linguistics, language, and culture of Americans.
After some time in India, I encountered a new objective of introducing new products to a
potential market of a billion people.
Ultimately, I was held accountable by the improvement of the call center’s MPI. At the
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