I will never forget that day when an SVP insulted the entire IT operations team with one email. He announced that he decided to outsource because the leadership believed offshore resources could do it better, faster and cheaper. It was the beginning of the end.
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What I don't understand, is that for decades, Pepsi did outsourcing studies. All the studies stated that the current IT team was doing an excellent job, and it was not cost effective to contract or offshore. We met or exceed all our SLA's. People were dedicated, talented, and hard working. There were several times, when I had to stop what my family was doing on the weekend to help with an issue. No one complained. It was brother\sister, helping brother\sister. Then poof, all these great, loyal engineers were let go. Just like that.
I seen SLA's go from not being met, to just plain being thrown out the window. A four hour SLA turned to 19 hours, then days, and then weeks. The funny thing is that there were SLA's that could have easily been met. Simple problems that would take an entry level engineer a couple of hours to solve, were not solved at all. I don't blame offshore for this. As soon as training was over, offshore would bail for better work. I can't blame them. Why be loyal to someone that doesn't understand loyalty. Then it was back to the drawing board, with training the contractors.
I pray for everyone including the off-shore team. We could have all been great. We could all have helped on another.
@10S48ztt-1jxh - this is the saddest part. Sure, JD was terrible, but where is the accountability from the rest of the IT leadership team? Any single one of the SVPs could have paused & raised the red flags. Instead, they all laid dead and let the outsourcing happen knowing the business risks. It’s pathetic, but seriously - what are the consequences for them?
Isn’t this the same dude that manipulated all the measurement numbers to make it look like outsourcing was delivering miraculous results. If you tried to log a P1 or P2 issue his goons (CN) would swoop in and threaten you until you downgraded the priority so it did not get tracked. PepsiCo leadership at its best.
How many totally c-ap service people you need to write hello world. 5.