2.5 Chapter 2 - Case study: Outsourcing: Can it work?
Textbook page 39-41
Answers to case study questions in textbook, page 41
1. Based on the descriptions of the experiences of the
different companies mentioned in the case study, what
is the unifying theme of the role played by human
resource management from a competitive advantage
perspective?
The companies in the case study are making use of outsourcing to
ensure that they have the competitive advantage.
The companies they are using are responsible for different aspects,
but it contributes to the bottom line through the use of the best
talent available.
In the first case PNC Financial Services Group is using Océ Business
Services for their document management expertise.
Océ Business Services assists them with handling 65 million dollars
worth of correspondence and PNC has seen a huge saving in terms of
production, distribution and postage costs.
The service provided by Océ’s is not seen as an external contract but
rather as part of the bank.
Océ on the other hand invests a lot in training and educating their
staff members and they are indeed a preferred employer hence they
are attracting specialists in this field.
1
, They offer career paths to employees that are rare to find
elsewhere.
Most of the site managers that are placed at client locations have
been promoted from within.
The motto of the company to invest in people and operational
excellence assists them to provide innovative customer support tools.
They also strive to constantly meet the customer needs, which is key
to creating value.
Another example in the case study is that of EMCOR, a company who
manages British Airways’ energy systems, security, corporate offices,
call centres, hangers and industrial buildings.
British Airways have saved significantly and they view EMCOR as a
strategic partner.
Donlen Corp is involved in managing vehicle fleets, they deal with all
aspects of fleet administration which means that companies who make
use of their services can ensure that their internal departments are
free to become business managers that can link operations to the
company’s strategies and goals.
Donlen provides software to their clients which is called “Fleetweb”.
This enables their clients to stay in control of their fleet’s operation
and it also enables them to analyse cost-effectiveness by monitoring
industry variables such as fuel and maintenance costs.
2
Textbook page 39-41
Answers to case study questions in textbook, page 41
1. Based on the descriptions of the experiences of the
different companies mentioned in the case study, what
is the unifying theme of the role played by human
resource management from a competitive advantage
perspective?
The companies in the case study are making use of outsourcing to
ensure that they have the competitive advantage.
The companies they are using are responsible for different aspects,
but it contributes to the bottom line through the use of the best
talent available.
In the first case PNC Financial Services Group is using Océ Business
Services for their document management expertise.
Océ Business Services assists them with handling 65 million dollars
worth of correspondence and PNC has seen a huge saving in terms of
production, distribution and postage costs.
The service provided by Océ’s is not seen as an external contract but
rather as part of the bank.
Océ on the other hand invests a lot in training and educating their
staff members and they are indeed a preferred employer hence they
are attracting specialists in this field.
1
, They offer career paths to employees that are rare to find
elsewhere.
Most of the site managers that are placed at client locations have
been promoted from within.
The motto of the company to invest in people and operational
excellence assists them to provide innovative customer support tools.
They also strive to constantly meet the customer needs, which is key
to creating value.
Another example in the case study is that of EMCOR, a company who
manages British Airways’ energy systems, security, corporate offices,
call centres, hangers and industrial buildings.
British Airways have saved significantly and they view EMCOR as a
strategic partner.
Donlen Corp is involved in managing vehicle fleets, they deal with all
aspects of fleet administration which means that companies who make
use of their services can ensure that their internal departments are
free to become business managers that can link operations to the
company’s strategies and goals.
Donlen provides software to their clients which is called “Fleetweb”.
This enables their clients to stay in control of their fleet’s operation
and it also enables them to analyse cost-effectiveness by monitoring
industry variables such as fuel and maintenance costs.
2
