THE ELEPHANT IN THE BOARDROOM

A resource for managers affected by outsourcing to India.

Offshoring call centers and other business functions can be cost-effective or not, depending in part on management. Consultant-author Kunkle wrote The Elephant in the Boardroom after her human-resources job went to India. In the text, she touches on hiring, training, supervising and communicating with Indians beyond typical “Americentric” practices. A manager in a global role may have to frequently travel to India, enduring a flight so long that he risks developing deep-vein thrombosis. Once in India, he must dodge pickpockets, adjust to a new set of table manners (Indians eat with their hands) and use squat toilets. It’s culture shock for sure, but goes deeper than a list of differences and into the essential nature of Indian employees, male and female. Indian women who rely on public transportation may prefer to travel in groups to avoid being groped by Indian males–a common occurrence known as “Eve teasing.” Time is evaluated differently–to an Indian in a call center, 30 minutes is not long, but an American on hold for a half-hour will bristle with impatience. An Indian is constantly reevaluating his life circumstances and if he hasn’t attained a management position by age 35, will likely move on. Because Indians seldom turn down any job offer, Kunkle recommends hiring far more employees than needed and relying on attrition to balance the numbers. The book, although rich with insider information, is essentially a recap of the author’s experiences. Notably absent is feedback from other managers and organizations on how Kunkle’s recommendations have worked for them, particularly in a global economic downturn when employment offers, even to Indians, may decrease. If 40 Indians are hired when 20 are needed, but 20 don’t leave, is this cost-effective? Still, there’s much valuable information here. Understanding the Indian culture may be no guarantee of successful offshoring, but it’s a step in the right direction.

Informative, authorcentric guide on outsourcing.