178. In the past few decades, U.S. manufacturers shifted focus from manufacturing and
assembling products, to the design and architecture of products. Now, a new shift: the offshore
outsourcing of design and architecture is proving to be an even more serious disruption to the
U.S. economy.
179. Yesterday, Frank was trying to use his new laptop features, with only a negligible amount
of success. His warranty said that he had three months of free technical support, so he promptly
called the tech support number. After several minutes, he finally got through to someone who
spoke English (the same language he speaks), but the dialect was still difficult to understand. He
shook his head as he tried to listen carefully to every word the guy at the help desk provided, and
thought to himself, “There are some pros and cons to outsourcing. I’m not certain the service is
adding value for the customer.”