Testra Case Study Essay

611 Words2 Pages
bulb-icon

Recommended: Effect of outsourcing

Customers
Regarding to Kidman (2010), nowadays 88 percent of customers prefer to use multiple channels through internet data, including call centre, search and social networking, to resolve the problems and Telstra announces that there are decreasing the number of clients who contact call centre and customer service via phone. Telstra’s customers are changing the way they source the information. They are more likely to use digital channel. Thus, 24-hour call centre, which operates remotely, will not only reduce cost to the organisation, but also respond to the new generation lifestyle and increase the customer’s satisfaction.
Suppliers
Even though moving some unit offshore to another country will effect to some suppliers who related, Telstra has many difference …show more content…

Telstra’s strategies create a number of unemployment (Contact Centre Central 2016). Palmer (2016) reports that Unions disagree with this strategies and claims that this decision shows the company is putting profits before customer and staff. Moreover, the Communication Workers Union (CWU) demonstrates that Telstra’s strategies focus on only finding the cheap labour while the organisation ignore its impact on individual employees, on their families and on Telstra’s own service quality. Unions have been pressuring the government to respond and take action of this huge offshore outsourcing which will take away jobs from local people.
Owners
Apparently, offshore outsourcing strategies assist the company to reduce costs. Moreover, it will lead the company achieve its goal and increase its profitability. It assists the organisation to not only cut down costs but also can concentrate on improving its services as NBN requested $3 billion to investment for improving network. In addition, the Shareholder will get their interest which might be increasing.
Operations based in Australia and the associated

Show More
Related

  • Case Study: Situation Assessment

    1108 Words  | 3 Pages

    - If all of the options were explored, and patient is given antibiotics and is treated without any pain or suffering than the treatment identifies with the ethnical principles of autonomy, non-maleficence, and veracity. In turn, Mrs. Dawson will be happy with the outcome of the procedure.

    Read More

  • Qantas Case

    1198 Words  | 3 Pages

    Which necessitated Qantas’ negotiating of workplace agreements, grievance procedures and tribunals to resolve employee demands. The Transport Workers Union (TWU) was pursuing for ground staff, a 10% wage rise over the next 2 years (increase in remuneration), for third party labour providers be controlled and restricted (job security) and to be internally retrained to expand employees’ skills (employment conditions) [1]. Negotiations for this failed immediately as both parties couldn’t agree on a balance between worker satisfaction and business objectives. As Qantas only offered a 3% wage increase over the next year, and a 2% increase for the next 2 years [4]. This resulted in the TWU flagging a nationwide strike for 2 hours, as they deemed their demands a necessity to cope with the every changing domestic economic conditions. “We 're not here to piss people off, we 're here to keep the people on side but they need to understand our plight- Qantas are stonewalling us” stated TWU spokesman Mick Piere [4] as ground staff at Qantas demanded for : greater maintenance of employment i.e. salaries and on-costs, work within the business and for non-dismissal of human resources. Which workers need in order

    Read More

  • Management Should Have the Right to Allow a Union in the Workplace or Not

    1470 Words  | 3 Pages

    The rise of industrial age led to the rise of industrial factory systems. As the industries grew larger as well as the workplace, it required more employees. As the employees grew in the workplace, their relationship with the employer became less personal hence individuals lost power. (History of Labor Unions Summary & Analysis, 2014) emphasizes that there was little to nothing an individual could do to pressure a large industrial business to increase his/ hers wages or shorten his/hers hours or provide a better working environment. The increasing migrants in Australia during the 1960’s continually replenished the supply of unskilled workers making it difficult for any employee to attain any leverage in negotiations with their employers. This led to employee’s embracement of collective action which then led to the rise of unions. According to (Burchielli, R 2006) Unions are seen as the power house of employees in the workplace, their role was to give employee a collective bargaining with their employers for better working environment, better wages and benefits such as paid leave. However union membership have decreased over the last couple of decades, according to (Australian Bureau of Statistics (ABS), 2013) in 1986 46 % of employees were members of trade unions by 2007 the figures have dropped to only 19%. There...

    Read More

  • Influence Of Internal And External Influences On Business

    889 Words  | 2 Pages

    This issue is clearly internal as Telstra’s servers collapsed, causing millions of pre-paid customers across Australia not able to make phone calls. This incident is not new to Telstra as it is the second time it has occurred in a month. The stakeholder that benefits from this is competitors. Customers now question the reliability of Telstra after this and may consider changing mobile provider. Shareholders are effected the most are the share price will probably plummet due to the incident that occurred depending on the severity. In this case the shareholders saw the decline in Telstra’s share price. This issue may have put stress on the employees as they try to bring the severs back online as quick as

    Read More

  • The Management Practices Of Comcast Corporation

    1676 Words  | 4 Pages

    Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...

    Read More

  • Outsourcing and the US Labor Market

    1210 Words  | 3 Pages

    In many cases outsourcing has proven to be beneficial for businesses. It can help a business’s management by allowing executives to focus on the core structure of the firm rather than every specific element. Production, manufacturing, or additional servic...

    Read More

  • Outsourcing Information Security Consultants

    1798 Words  | 4 Pages

    Outsourcing is a technique for companies to reassign specific responsibilities to external entities. There are several motivations for outsourcing including organizational, improvement, cost, and revenue advantages (Ghodeswar & Vaidyanathan, 2008).

    Read More

  • Globalization Has Destroyed the Middle Class

    2246 Words  | 5 Pages

    Shao, Benjamin B. M., and Julie Smith David. "The Impact of Offshore Outsourcing on IT

    Read More

  • Onetel Case Study

    1655 Words  | 4 Pages

    In addition, One.Tel had low complexity that is determined by having unclear job tasks and responsibilities. As there is no organizational chart, the relationship between the employees could not be determined and the job descriptions were ambiguous. Understaffing, which often happens, and many called from customers were left unanswered, led to the long-term decline in sales, as there was frustration among the customers. No rules and procedures in handling account and customers complaint shown that One.Tel was lack of formalization in operation. One.Tel also did not run its divisions’ function properly. There was no right procedure in training staff and it recruited young inexperienced staffs. It also had disorganized billing system and financial account.

    Read More

  • The Pros and Cons of Outsourcing

    1607 Words  | 4 Pages

    Outsourcing has been around for many years. In this paper, I will discuss some of the history of outsourcing, the good things about outsourcing, and the bad things about outsourcing. Outsourcing is important because many companies rely on it in order to get many different products and services to their facility on time and in good shape. Outsourcing is a huge part of the business industry today. Any business can be affected by outsourcing.

    Read More

  • Impact of Global Competition on Trade Unions

    1559 Words  | 4 Pages

    Dolvik, J. and Waddington, J. (2004) 'Organising Marketized Services: Are Trade Unions up to the Job.' Economic and Industrial Democracy 25(1): 9-40.

    Read More

  • Coursera Case Study

    1308 Words  | 3 Pages

    According to Wikipedia, Coursera solves the access problem by connecting 10 million users with 839 courses from 114 institutions in October 2014 (“Coursera,” n.d.). Coursera achieved the first-step success by offering high-quality higher education resources to everyone for free since 2012. At the same time, accessibility brings Coursera various challenges like high dropout rate, poor assessment and low interaction. Based on analysis of the success and the challenges brought by Coursera- style learning environment especially the accessibility and the theoretical foundation of service design theory, the paper mainly explains why future Coursera should

    Read More

  • Nearshoring Vs. Offshoring

    1715 Words  | 4 Pages

    ...ing is the processes of the company to other companies that are situated in a foreign country, and most likely have a different language and culture. Offshore outsourcing has benefits such as higher cost savings and access to highly skilled labor.

    Read More

  • call centers

    2473 Words  | 5 Pages

    The size of an operation is described in terms of the number of "seats." A seat consists of a station with two or three people alternating in several shifts to provide 24-hour call center service. The industry's main target markets include the United States, Australia and the United Kingdom.

    Read More

  • Offshore Outsourcing Essay

    1873 Words  | 4 Pages

    What does it mean to offshore outsource? Let’s first start by explaining what outsourcing means. The basic meaning of outsourcing is to obtain goods or services from an outside place. This gives businesses and companies the ability to save money. When the businesses and companies save money that ultimately means the consumers will also save money. The word offshore means some distance from the shore. According to Blinder “Offshoring, by contrast, means moving jobs out of the country, whether or not they leave the company” (20). To better understand the meaning of offshore outsourcing, we can say that it is the process where the companies provide jobs to foreign countries. Big

    Read More

More about Testra Case Study Essay

Open Document