Source: By Carol Ginsburg and Willem Noorlander, Online, July/August 2008
The question of whether or not to outsource research is hardly new. A hot topic of discussion in the early 1990s, it seemed to be the new direction for large U.S. and global companies. Some companies have been actively involved in various levels of outsourcing or offshoring for more than 10 years. Fifteen years on, you would think that questions around outsourcing would be resolved. However, today we have more questions than answers.
Experience has taught us that some of the initial questions were not the right ones and that a number of original assumptions were wrong. The current points of view on this subject are well-depicted in the song "Unwell" by Matchbox 20. The chorus, "But I'm not crazy I'm just a little unwell," followed by, "I'm not crazy, I'm just a little impaired" sums it up well.
The concept of outsourcing research is not "crazy," it is actually based on several solid business concepts including workflow maximization, operational efficiencies, and cost optimization. In its present format, however, it is definitely "not well" and "impaired" if issues such as quality of work, staffing, attrition levels, cost/benefit analyses, and the required levels of administrative and management time are examined.