Outsourcing is more than just a fad now. It’s a strategic decision made by enterprises to realize business goals. During the initial days, outsourcing found its high in the obvious cost savings it delivered. But apparently this cost cutting turned out to be the nemesis of enterprises as they were left high and dry by their cheap service providers with no business results on hand. And the market realized that outsourcing was more than just cost containment. Today, outsourcing is powered by a new philosophy that stresses on quality, reliability, and dependability in addition to cost reduction.
In the past, I have contributed on topics like innovation management and open innovation. I have always been a big fan of innovation. But then recently I stumbled upon the term “fabrication”. I was talking to this friend of mine who works in the R&D department of an IT company. We were debating about product lines and how to expand or diversify them. As the debate heated up, he very passionately announced, “I would rather innovate than fabricate!”
In March 2011, RSA – EMC’s security division – sent shockwaves through the industry as it announced a sophisticated cyber-attack on its SecureID system. Theft of unspecified information from SecureID has left marring scars and lot of red faces. But at the same time it has raised a lot of questions for IT industry as a whole.
Prior to the attack, SecureID was a benchmark in two-factor authentication system. But the attack proves that just having a strong security mechanism is not enough. We cannot just deploy a security system and hang up our boots expecting it to take care of everything. We have to be vigilant at all times and keep testing the security of our IT setup. In other words, we need to regularly conduct an IT audit.
Remember the early days when the concept of customer relationship management (CRM) systems had emerged? There was a mad rush in the market and almost everybody wanted to try out this newly discovered abstract. But as the dust settled on CRM, we realized that CRM systems were not just about anybody’s cup of tea.
This realization brought about a phase where CRM systems became entitlements of enterprises that had deep pockets. These enterprises had big budgets, talent pool, and IT resources available at hand to successfully deploy CRM systems. It was a time when CRM systems made silent inroads into enterprise IT architecture. And now after a quiet and peaceful existence for some time, CRM systems are back in the limelight.
Our modern day business scenario has this uncharacteristic need for a dispersed yet connected workforce. We want our people to be proactive and reach out to the customers but without losing touch with the enterprise. We want them to operate from remote locations while still having access to enterprise information. As a result, we have people carrying out communications via emails, phones, video conferences, Skype, instant messengers, VoIP, fax, social networks, and the list goes on.