People

Outsourcing operations are hugely dependent on technology and infrastructure but at heart they are people businesses; the success and quality of the service delivery is largely dependent on the calibre of the people deployed.

In the offshore environment, the focus on man-power is even more warranted given a significant cultural gap which obviously exists between India and the UK. In the business environment, this gap manifests itself repeatedly in many different ways e.g.

	Basic work practices
	Sources of motivation/inspiration amongst staff
	Urgency of employees
	Attitude of managers
	Emphasis on planning
	Willingness to admit, confront and resolve problems arising
	Transparency and honesty in recognising, confronting and resolving problems.