A comment I’ve heard more than once deals with an amazing contrast between outsourcing to India compared to outsourcing to the Philippines. They say that once a process is migrated to India, the Indian processors immediately huddle around to decide on how to tinker with the process, see how it could be done differently and improved. For many young Filipinos, the experience of process migration almost inevitably creates a bond of friendship between the sending location process owner and the Filipino receiving location staff. The desk operating manual is a testament to that newfound friendship and the newly assigned processor will always be faithful to the process as-migrated.
It is not necessarily a bad thing that we Pinoys treat the newly landed process as gospel-truth. The continuing familiarity with the offshored process does create a sense of comfort for the sending location’s residual organization. Managing to settle things down also creates trust and is an important quick win.
But process improvement is important too. Sadly, that desk operating manual is not gospel-truth – far from it. In all likelihood it is a stark description of a broken or an outdated process. So, how do we get our Pinoy teams to embrace change?