At IBM, A Smarter Way to Outsource

As information-technology jobs are outsourced, companies like IBM adapt by doing more complicated and personalized jobs for clients. In the process, the IBM team determines exactly what should and shouldn't be outsourced. For example, IBM works with a Texas utility company, CenterPoint Energy, on a “smart grid” project to improve service and save energy. IBM divides the tasks into those requiring personal contact and those that can be accomplished off-site. Thus, the firm builds teams of workers, both domestic and international, who can deliver a wide range of technology services. With experience, workers bridge communication about the needs among diverse occupations or office cultures. For example, for CenterPoint Energy, an IMB analyst, who understands both computers and electric utilities, applies sensors to equipment to make suggestions on reducing costs, reducing energy, understanding company needs and optimizing distribution, reports Steve Lohr in the New York Times. The most complicated projects require strong business as well as IT skills. According to Lohr, companies recognize that “real skills lie in years of on-the-job training — what labor experts call ‘passive knowledge’ and ‘complex communications,’ observing, listening, coordinating, negotiating and persuading.” – YaleGlobal