Outsourcing vs. Insourcing

Outsourcing, or the contracting out of an internal business to a third party organization, has become a popular choice among today’s leading companies. This article, titled Outsourcing vs. Insourcing, discusses the advantages of offshore outsourcing, such as lower costs to the company, and insourcing, including a more personal, customer service. Disadvantages, however, may often outweigh the advantages. Outsourcing to other countries, for example, often times decreases the value of customer service, as discussed in the article. This last week, I had an experience with Microsoft's offshore outsourcing . I purchased the new edition of the Student Microsoft Word, but Microsoft would not accept my educational email as valid proof that I am a student. I called the number that Microsoft provided and I found myself talking to the costumer service the company provided in India. For 45 minutes, I tried to explain my problem as clearly as possible, and customer support had me troubleshooting my brand new computer. Finally, I hung up the phone and made two more phone calls. I was eventually directed to a man working for Microsoft here in America who fixed the problem in five minutes. This experience, among others, has helped me realize the advantages and disadvantages of outsourcing and insourcing firsthand. 


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