Re: Outsourcing/Offshoring -- MIDRANGE-L

Greetings:

When considering software purchases, our organization:

1. Typically doesn't care where the support is located as long as it is 
effective (meaning, good advice clearly communicated).

2. Sometimes, but not always, "asks around" about support issues regarding 
the vendor.

Note: the four software packages running on our AS/400 that are most 
crucial to our organization all have support located in the U.S.A. (or it 
is so well disguised that we can't tell, which amounts to the same thing 
[grin]). Two are outstanding (IBM, Help/Systems); one is less than 
stellar, but adequate, based on my experience (Inovis); and one no longer 
supports us, that being our decision -- we have heavily modified and 
enhanced the package.

The support for our software that runs on MS Windows ranges from the 
extraordinary to the atrocious. Typically, we find that when the support 
is both obviously offshore and less than competent, the program is a de 
facto standard for which our users think there is no usable replacement. 
Sometimes they are wrong, but that doesn't always help [scowl].

I have had very positive experiences with some offshore support. Yes, such 
are clearly exceptions to the rule, but they are not as rare as some would 
have you think.

We sell world-wide. We have three languages that are regularly used on our 
production floor, and almost a dozen more used for personal reasons by 
multiple employees. We are accustomed to communications issues, and for 
the most part are reasonably adept in dealing with them.

Software vendors who would not under any circumstances consider 
"offshoring" any of their activities should indeed be praised, IMO, at 
least by those who are located in the same country. However, those who as 
a result are not able to remain profitable will put their user bases at 
risk.

Darrell

Darrell A. Martin  -  630-754-2141
Manager, Computer Operations
dmartin@xxxxxxxxxxxxx

midrange-l-bounces@xxxxxxxxxxxx wrote on 02/12/2007 12:20:19 PM:

I have read a lot lately about Outsourcing/Offshoring IT
jobs (programming, support etc) and most of it is about
concern for loss of jobs or lower salaries in the IT field.

As a software vendor I find it interesting that we are asked
many questions about our company and software during the
sales cycle. But we have NEVER been asked where our
development or our support is done. 

To all of you that are concerned as I am about outsourcing-
1) How do you feel about it when purchasing software?
2) Do you care that the software you are purchasing was
developed and supported by employees in the US or not?
3) Do you take this into consideration when purchasing
software?

Just FYI, we do not now, nor have we ever, or would we ever
outsource any of our development or support to be done
outside of our offices in the USA.

John





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