Untrained Workers, Unfit Managers
Untrained Workers, Unfit Managers
This chapter examines ways that outsourcing has eroded work quality. More specifically, it looks at how outsourced support workers and their supervisors are simply no longer prepared to get the job done. The chapter argues that outsourcing has caused a decline in work quality because, faced with high turnover rates, cleaning companies continue to keep an extremely low bar when hiring new workers. The decision to contract out also has resulted in an immediate loss of human capital in the form of the many employees with years of experience. In addition, the shortcomings of managers and supervisors, as well as their similarly high turnover rates, leave little room for workers to do their jobs efficiently.
Keywords: work quality, high turnover rates, employee training, human capital, brain drain
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