‘From boom to where?’: the impact of crisis on work and employment in Indian BPO

This article locates Indian business process outsourcing (BPO) within the global supply chains of business services delivery and an international division of service labour. It acknowledges the BPO market's essential dependence on demand from lead firms in the United States and United Kingdom. Drawing on a conceptual synthesis of the Global Commodity Chain, Global Value Chain and Global Production Network frameworks, the article examines the impact of 2008's financial crisis on employment, work organisation and the experience of work in Indian BPO. Employer/industry sources and employee interviews reveal reconfigured local labour market dynamics, tightened work discipline, an extensification of working time, work intensification and unprecedented growth in job insecurity. Such changed characteristics suggest a watershed that raises questions concerning the sustainability of models of BPO work constructed in pre‐crisis years.     

Streamlining international transportation costs

International transportation costs are one of the most overlooked segments of a multinational's operating expenses. Waste abounds. Here's what companies can do to better control this cost area.     

No passage to India? Initial responses of UK trade unions to call centre offshoring

This article focuses on the first wave of call centre offshoring from the UK to India (2002–04). Trade union responses in five case‐study companies are documented. Drawing upon theories of union power resources, including international action, the relative efficacy of these union responses is analysed.     

Socio-economic analysis of U.K. home accidents

Abstract

Drowning is the third commonest cause of accidental death of children in the UK and many children drown in domestic swimming pools. Concern has been raised about the design and safety of the covers used on domestic swimming pools since the majority of drowning and near-drowning incidents occur in pools with covers on. Swimming pool covers are a diverse range of products and fulfil a number of functions. This diversity in their design and the associated hazards necessitated a multidisciplinary approach to their evaluation. A study of the epidemiology of drownings was carried out in order to specify the risks of swimming pool covers, together with a study of the market and a survey of pool owners and their attitudes to safety. The risks of swimming pool covers were then evaluated by engineering, materials and ergonomics testing which included simulation of both the user and the products. This study is an example of the need for a mix of test methods and types of simulations in order to provide an overall statement of the safety of some consumer products. Results showed that the floating, heat retaining covers used on the majority of UK domestic pools possibly add to the intrinsic risks of a swimming pool. Winter debris covers, although appearing to seal the pool and considered by the majority of owners to make pools safer, were shown to allow children relatively easy access under the cover.     

The exploitation of market knowledge within relationship orientated small accountancy practices

Within the academic literature there is general acceptance that customer knowledge competence can have a critical influence over whether a firm can successfully achieve a market advantage over competition. There is, however, only limited empirical evidence to support this perspective. This study utilises a previously developed customer knowledge survey tool to compare knowledge management practices within small relationship orientated accountancy practices and small, transactionally orientated firms. The survey was undertaken across a sample of small UK accountancy practices. Results suggest that compared to their transactional counterparts, small relationship orientated firms perceive that customer knowledge is an important aspect of the marketing process. Small, relationship orientated practices also appear to recognise the importance of operating a structured knowledge management system within their organisations.     

Machiavellian marketing: The development of corporate lobbying in the UK

Political lobbying by business has grown considerably in recent years. This paper considers its relationship with marketing communication and marketing. Niccolo Machiavelli, in “The Prince”, gives a practical treatise on how to use power and the influences upon the ruler. It is argued that the role of the political lobbyist and corporate campaigner is a modem reflection of Machiavelli's ideas. The literature on lobbying and corporate campaigning in the UK is reviewed and there is an assessment of the insights which marketing can bring to this growing area. The paper presents a working definition of corporate lobbying and campaigning, and an indication of the scale of activity in the UK. A practical research programme for marketing researchers in this significant area is outlined. Some recent cases from current research are given with an outline of some of the core reasons for the growth of “Machiavellian Marketing”.