MGMT3001: Global Business Strategy - Sydney-Based Internet Service Provider - Management Assignment Help

Assignment Task :

1. Mini case study  
A Sydney-based internet service provider (ISP) is facing mounting costs of delivering customer services based in Australia. The company has decided it has no choice but to move its call centre service to overseas countries such as India, where there are many established local companies with experience in delivering call centre service for western telecommunication companies, including many Australian competitors. A choice however needs to be made between outsourcing call centre service to a thirdparty service provider in India and building a Greenfield call centre operation in India.
 

(1.1) Assuming outsourcing and Greenfield will result in a similar amount of costsaving in the long run, which strategy would you recommend and why?
 

(1.2) The company’s decision to move its call centre service overseas will result in hundreds of call centre jobs being lost in Australia, which will very likely
jeopardize the company’s long-claimed image as a socially responsible company that aims to serve the local Australian community. Some people in the company has raised the concern that such a decision will attract negative publicity from the media and possible backlash from local customers. What strategies can you recommend to mitigate the potential negative impact on the company’s public image and customer loyalty? 

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