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Essay / Research Paper Abstract
This 15 page paper looks at how outsourcing may be used and why outsourcing is attractive as well as the potential problems associated with outsourcing. The issues are considered in general and then applied to the case of Halifax Bank of Scotland (HBOS). The bibliography cites 16 sources.
Page Count:
14 pages (~225 words per page)
File: TS14_TEHBOSout.rtf
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Unformatted sample text from the term paper:
is given and the loss of jobs. When looking at the banking sector there have even been banks that are trying to use their decisions not to outsource some of
their operations as a competitive advantage. Nat West, in the UK, has advertisements that specify calls can be made to the local branch rather than to a call centre. Likewise
Halifax Bank of Scotland (HBOS) has indicated that they are not going to follow suit with off-shoring their call centre services (McCue, 2005). However, HBOS may be seen as seeking
to gain popular acceptance and avoid criticism as they are not strangers to outsourcing and many IT functions have been outsourced (McCue, 2005). The reason why this occurs may be
seen as the result of a number of push and full factors. There are a large number of pressures on business to increase profits and meet shareholders needs as
the primary stakeholders (Thompson, 2005). However, as HBOS appear to have realised the shareholders needs will only be satisfied if another groups of stakeholders are happy; the banks customers. The
banking industry in the UK has changed and customer loyalty is dropping. In the past barriers have existed making it difficult to change banks, the cost in terms of time
and effort on the part of the customer and the general homogenous service offerings resulted in a rather stagnant industry (Kotler, 2003). Changes have made the movement of customers easy
and the amount of time and effort less, meaning the effort was less and now more customers are moving or opening new bank accounts. There are mixed demand, the
shareholders want value and the customers want good service, however customers also want value for money, especially with the increasing level of competition banks have to compete offering more features
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