What made Global cores successful in the past was their ability to provide better service than the competition.
Global sells "LOCAL" infrastructure.
The Admin staff is a big part of that success and the customers will ultimately make the decision if the promises made by Global will be delivered by HCL overseas.
Hi all - there’s understandably a lot of apathy right now and fear of jobs. But surely you have to get onboard with the situation and make an effort out of it with HCL.
HCL are desperate to shed their Indian IT image and are not going to dispense with 6,000 jobs globally just like that.
They want to grow so clearly they need people who understand process simplification to take that knowledge elsewhere.
They have a transfer retention rate of over 97% and that is after two years.
I just want to try and give you guys something to get hold of - I’m excited for this because it is clear Xerox is not going in the direction any of us want currently anyway
In response to the comment regarding JJ and no severance.. Consistency,, huh?
You’re joking, right? He BOUGHT immunity from any possible Fuji lawsuits. He didn’t just leave millions on the table and ride into the sunset.
Either you’re a troll, or in search of your village.
I mean salaries are too high for their poor performance plus additional project offshore cost. Doesn’t really make sense how they would not rather stay local with quality and maybe not as much people but they would’ve rest assured the right ones would be taking over and eventually getting the job done right enough to have the right people in place again. It was one of stupidest investment sales channel management could’ve done. Guess they just like bragging about projects like these and their growth, without looking into the real performance which obviously has caused customer loss.
I heard that the 3,000 guatemala employees were badged over too, so what does that tell you? Do we think this was just done so when Xerox sells it will make them look better, I just don't get how HCL is making $ if they are paying us exactly what Xerox was, so you know the only answer is to eventually get rid of us, that's the only way this would work for them, our customers need to know this is happening, I know so many signed contracts was because we were local, you know our competitors are letting them know too!
When questioning the loss of
quality reporting due to outsourcing was told by senior management “That dollar
savings out weighed any concerns or critical
comments from employees.”
These new executives have been consistent. You may not know this, but even Jeff Jacobson was let go with no severance.
My customers are already feeling the pain. They are not happy dealing with the merging of our phone systems. I guess now they will get to learn new languages.
Thank you to all who acknowledged local Admin! We were often considered as merely a cost of doing business or non revenue generating so it’s awesome to hear our involvement was part of the prior success.
I wouldn’t put the failure all on Guatemala though. It’s also India, Manila. Whether managed services or base, our billing was difficult. ( past tense as I was laid off end of 2018) I would have internal/external customers contact me, screaming because an issue had not been resolved for months. It had nothing to do with me, but they knew I’d look into it. I’d contact the appropriate person, explain what looked incorrect and explain what needed to be researched. They’d say ok. Next month, repeat... I’d research it myself and explain what they needed to tell the customer. OK....Next month, repeat. I’d finally send a freaking email with specific resolution, advising them ‘ just copy and paste the 2nd paragraph and send to the customer’ and they’d forward the entire email, including my directions to them to forward to customer. Now, it’s comical. At the time, I wanted to hurt them. It’s way beyond a language barrier. They’re like parrots, able to repeat, but not comprehend.
I was in a roundtable a few years back with one of the big wigs. He stated that it was apparent that mistakes were made and work would have to be brought back to the US. He also stated if his comment left the room, he would deny it. Instead, more layoffs, more work sent offshore, AKA, the black hole..,Xerox hasn’t cared about the customer for years. It’s been all about lining a few pockets until Xerox disappeared. I’m amazed Xerox is getting any new contracts at all. I would NEVER buy anything with the Xerox name on it.
Finally I read a post about the customer. This is so refreshing.
Xerox Executives ---- If you don't take care of your customers, you better be taking care of someone that does!!!
I truly believe Guatemala was a dead end for our company.. they have screwed up sales reps and billing enormously. I can’t believe they let this project grow based on their poor performance from management down to sales support. Let’s not even get into the hr management whom keeps on firing and hiring people like a carrousel ride. Nobody speaks enough English to actually handle a call or understand what they are doing.
Exactly!!!!! I have tried for months to get them to fix meter issues and it never gets done! I constantly get calls about past due invoices, I say "you realize you are calling a dealer and not the customer right", no wonder they can't get customers to pay their bills, ugh!!!!!
My best friend and coworker left from my Global core. I am pi$-ed.
There is no need to speculate on how outsourcing will impact Global's customers. You need only to speak with a current non-GISX Xerox customer and mention "Guatemala" They have all at some point or another tried to fix a billing problem and found themselves on the phone with a clueless penny-a-day kid in Guatemala.
Instead of moving billing and administrative support back to the US from the third world, and giving it to the experts at various Global cores, John Visionless and his band of merry men (Mikey F) chose to do the exact opposite. Where Global's net profit was 15% last year and Xerox as a whole was 8%, expect Global to perform in the single digits as well going forward... after all, you can't sell value when you offer none!
With Global.... We were tought to "take care of the customers".
I don't know what Xerox thinks, but I will always follow the truth.
The customer pays our bills.
This! This is at the heart of what's so saddening to see. Our core has been around 30+ years. Really a part of the community. Our branding was about being LOCAL. Our people are HERE. Our billing is HERE. You can call and get people on the phone HERE in your community. Many of us had a sense of pride about core and its history. And to watch it get torn apart is heart-breaking. What made us special is being tossed aside. We're just going to be this seller of Xerox and nothing more. It's so effing sad.
We've always been profitable and successful, even after being sold to Global.
Who the in the heck is going to want to do business with us now?
Xerox killed Global, plain and simple. I hate Xerox and everything they stand for now.
The relevant keyword here is past. It's one with the wooly mammoth and it isn't coming back. Time to get past denial, anger, etc and move on with life.
The “Global Model” does not exist any more!!
GIS was a $2 billion + group of 42 independent companies that had great unique cultures. It was the local entrepreneurial spirit and going above and beyond for both the customer and the employee that made the group so successful.
That “Go to Market “ strategy got captured and killed by Carl Icahn and shareholder greed.
What happened is so disgusting and shameful. Those executives and salespeople selling the past should be ashamed of themselves!!
There is NO way an outsourcing can deliver the quality that our customers want and expect. Personally at my core, some of the contracts are so difficult and complicated to set up that there is no way anyone not doing this for years would be capable of doing it. Customers will leave in droves and rightly so!