1. T SCH SOS2 THOMAS L. FRIEDMANTH GII L PHNGTm tt Lch s Th k Hai mi Mt Farrar, Straus and Gioux / New York 1

2. Mc Lc1. Khi Ti Cn ang Ng ......................................................... 42. Mi Lc lm Phng Th gii .......................................... 48LC LM PHNG # 1: KHI CC BC TNG XUNGV WINDOWS I LN...................................................... 48LC LM PHNG # 2: KHI NETSCAPR LN SN ............... 56LC LM PHNG # 3: PHN MM WORK FLOW .............. 71LC LM PHNG # 4: OPEN-SOURCING .............................. 81LC LM PHNG # 5: OUTSOURCING................................ 103LC LM PHNG # 6: OFFSHORING ................................... 114LC LM PHNG # 7: XU CHUI CUNG.......................... 128LC LM PHNG # 8: INSOURCING.................................... 141LC LM PHNG # 9: IN-FORMING .................................... 150LC LM PHNG # 10: CC STEROID ................................ 1593. Ba S Hi t ......................................................................... 173S HI T I ............................................................................... 176S HI T II.............................................................................. 177S HI T III............................................................................. 181ZIPPIE TING TRUNG QUC NI TH NO? ................... 192VI TNH YU T NGA .......................................................... 195BA S HI T KHC............................................................... 1974. S Sp xp V i ............................................................... 201INDIA I LI INDIANA:AI BOC LOT AI............................ 205CC CNG TI DNG V BT U U? ...................... 208T MNH LNH & CH HUY N CNG TC V KT NI ..................................................................................................... 212NHIU RI LON BN SC................................................... 214AI S HU G? .......................................................................... 217CI CHT CA NHNG NGI BN HNG...................... 2195. M v T do Thng mi .................................................. 225Ricardo Vn cn ng? ........................................................ 2256. Nhng Tin dn ................................................................... 2377. Cuc Khng hong Thm lng ........................................ 250B MT NH KH CHU # 1: L HNG S LNG .......... 256B MT NH KH CHU # 2: L HNG HOI BO........... 260B MT NH KH CHU # 3: L HNG GIO DC........... 2652 3. 8. y Khng phi l mt Th nghim ............................. 276S LNH O .......................................................................... 280C BP ....................................................................................... 284M TT: Nhng ci m ng Gi li..................................... 293CH NGHA TCH CC X HI ............................................ 297NUI DY CON CI ................................................................ 3039. c M ng Trinh Guadalupe...................................... 309T XEM XT ............................................................................. 312TI C TH BN BUN CHO BN....................................... 313TI CH C TH BN L CHO BN ..................................... 316VN HO L QUAN TRNG: GLOCALIZATION............... 324NHNG IU V HNH .......................................................... 32910. Cc cng ti i ph ra sao............................................... 339QUI TC #1: KHI TH GII TR NN PHNG.................... 340QUI TC #2: V B S HNH NG LN....................... 345QUI TC #3: V LN S HNH NG B....................... 350QUI TC #4: CC CNG TY TT NHT L NHNG NGICNG TC TT NHT ............................................................ 353QUI TC #5: TRONG MT TH GII PHNG ..................... 357QUI TC #6: CC CNG TY GII NHT OUTSOUCE THNG ....................................................................................... 360QUI TC #7: OUTSOUCING KHNG CH CHO BENEDICTARNOLDS .................................................................................. 36311. Th gii khng phng ...................................................... 371CM SNG V IN THOI DI NG................................ 371QU M YU ............................................................................ 375 UQU THIU QUYN................................................................. 382QU THT VNG .................................................................... 391QU NHIU XE TOYOTA ....................................................... 40712. L thuyt Dell v ngn nga xung t ......................... 414THI XA I LI KP THI [Just-in-Time]........................ 414INFOSYS I LI AL-QAEDA ............................................... 429QU BT AN V MT C NHN.......................................... 43613. 9/11 i li 11/9................................................................. 441EBAY .......................................................................................... 453N ......................................................................................... 456TAI HO T DU M ............................................................. 460CH MT TM GNG TT .................................................. 463T CC TIN DN -> I GIA .............................................. 464 3 4. LI CM N .............................................................................. 471CH MC ................................................................................... 475 4 5. LI GII THIUBn c cm trn tay cun th mi ba * ca t sch SOS2,cun Th gii Phng ca Thomas L. Freedman. Cun sch c inv pht hnh ln u vo thng 4-2005. y l cun sch th t caFreedman, cun th hai, Xe Lexus v Cy liu, va c Nh xutbn Khoa Hc X hi xut bn bng ting Vit. T. L. Freedman lnh bo ni ting ca t New York Times, i nhiu, gp g vi rtnhiu nhn vt ni ting, vi con mt ht sc sc so, ng trnh bynhng vn ton cu ho rt sc tch v sinh ng, ng trnh bynhng vn kh khan, kh hiu mt cch sng sa, d dm, dngnhiu n d gip bn c lnh hi vn mt cch d dng.Ti ngh cun sch rt b ch cho cc nh chnh tr, cc nhhoch nh chnh sch, v n trnh by nhng thch thc ca thgii phng i vi M, vi th gii ang pht trin, vi cc cng ti,nn cc loi c gi ny s c th thy thng tin v tng caFreedman gy kch thch. Cc hc gi chc s hc c cch trnhby n gin nhiu vn phc tp. Ti nhit thnh khuyn giitr v cc doanh nhn hy c cun sch ny, v n s b ch choh xc nh li mnh trong hc tp, khi nghip, hc v lm vicsut i. Tt nhin cun sch cng b ch cho tt c nhng ai quantm n tng lai, vic lm, cng ngh, khoa hc, v sng to.Ngi dch c ht sc lm cho bn dch c chnh xcv d c, song do hiu bit c hn nn kh th trnh khi sai st.Phn ch mc ni dung, mi mc chnh (v c mc ph nuchng ti thy thut ng c th l l), c km theo thut ng ting*Cc quyn trc gm:1. J. Kornai: Con ng dn ti nn kinh t th trng, Hi Tin hc VitNam 2001, Nh Xut bn Vn ho Thng tin (NXB VHTT) 2002.2. J. Kornai: H thng X hi ch ngha, NXB Vn ho Thng tin 20023. J. Kornai- K. Eggleston: Chm sc sc kho cng ng, NXB VHTT20024. G. Soros: Gi kim thut ti chnh, sp xut bn5. H. de Soto: S b n ca t bn, sp xut bn6. J. E. Stiglitz: Ch ngha x hi i v u? sp xut bn7. F.A. Hayek: Con ng dn ti ch nng n, sp xut bn8. G. Soros: X hi M, sp xut bn9. K. Popper: S Khn cng ca Ch ngha lch s, sp xut bn.10. K. Popper: X hi m v nhng k th ca n, I, Plato11. K. Popper: X hi m v nhng k th ca n, II, Hegel v Marx12. Thomas S. Kuhn: Cu trc ca cc cuc Cch mng Khoa hc5 6. Anh bn c tin tham kho; tc gi dng nhiu t mi, mt st c nguyn bng ting Anh, phn gii thch ngha c th tmthy Ch mc.Nhng ngi dch cun sch ny gm: Cao Vit Dng (ccChng 9, 10, 11, 12) v Nguyn Tin Phong (Chng 13), phncn li ti dch v m ng vic hiu nh chung. Ti thnh thtxin li cc cng s v sot li v sa tng cu ca cc chng. Lm vy c th mt ci hay ca bn dch ban u, k c cchvit chnh t nhng cho bn dch c nht qun ti sa rtnhiu, phn hay l ca h, cc li v thiu st l ca ti. Ti chutrch nhim v mi li v sai st ca ton b bn dch.Mi ch thch ca tc gi c nh bng s. Tt c cc chthch nh du sao (*) cui trang l ca ngi dch. Trong vnbn i khi ngi dch c a thm t hay cm t cho cu cr ngha, phn c t trong du [nh th ny]. Bn dch chccn nhiu thiu st mong bn c thng cm, lng th, v chbo; xin lin h theo a ch Tp ch Tin hc v i sng, 54Hong Ngc Phch H Ni [25/B7 Nam Thnh Cng], hoc quain th thds@hn.vnn.vn hay nqa@netnam.vn 09-2005 Nguyn Quang A 6 7. Th giiTr thnh PhngTh no 8. 4 TH GII L PHNG MTKhi Ti Cn ang NgTu cc Hong t, vi t cch nhng ngi Cng gio C c, v cchong t nhng ngi yu mn v thc y nim tin Cng gio linhthing, v l nhng k th ca hc thuyt Mohamet, v ca mi s sngbi thn tng v d gio, quyt nh c ti, Christopher Columbus,i n cc min ni trn ca n , xem cc hong t, nhn dn, vcc vng t y, v tm hiu tnh kh ca h v phng php thchhp nhm ci bin h theo nim tin linh thing ca chng ta; v hnna ch dn rng ti khng c i bng ng b theo hngng, nh l thng, m bng ng pha Ty, theo hng m n naychng ta khng c bng chng chc chn no rng c bt c ai i. - T nht k ca Christopher Columbus v chuyn i 1492 ca ngChng ai tng ch hng cho ti nh th ny trn mt sn golf trc y: Hy nhm vo hoc Microsoft hay IBM. Ting im pht bng u tin ti sn golf KGA Golf Club khutrung tm thnh ph Bangalore, min nam n , khi bn chi cati tr vo hai cao c bng knh-v thp bng long ni bt ln ng xa, ng sau thm c xanh u tin. Cao c Goldman Sachsvn cha xong; nu khng th anh ta c th tr vo ci na vbin n thnh b ba. HP v Texas Instrument c vn phng ca h sau l th chn, dc theo l th mi. khng phi l tt c.Cc mc pht bng l ca Epson, cng ti my in, v mt trongnhng ngi xch gy ca chng ti i m 3M. Bn ngoi, mt sbin hiu giao thng cng do Texas Instrument ti tr, v bng 4 9. KHI TI CN ANG NG 5qung co Pizza Hut trn ng trng mt ming pizza bc hi,di u Cc ming giga y Hng v!Khng, y dt khot khng phi Kansas. Thm ch khng c vging n . y l Th gii Mi, Th gii C, hay Th gii tip?Ti n Bangalore, Silicon Valley ca n , bng hnh trnhkhm ph ca ring ti ging ca Columbus. Columbus i thuynbum vi cc tu Nia, Pinta, v Santa Mara trong mt n lc khm ph ra mt ng ngn hn, trc tip hn n n bnghng v pha ty, qua i Ty Dng, m ng cho l ng binkhi n ng n hn l i xung pha nam v ng vng quachu Phi, nh nhng ngi khai ph B o Nha thi ng thi. n v cc Hn o Gia V phng ng ni ting mt thiv vng, ngc, qu, v t la ca h - mt ngun vt bu khngk xit. Tm ng tt qua bin ny n n , thi khi cc thlc Hi gio ngy chn cc ng b t chu u, l mtcch cho c Columbus v nn qun ch Ty Ban Nha tr nn giuc v hng mnh. Khi Columbus cng bum, hin nhin ng cho rng Tri t trn, l v sao ng li tin chc rng ng c thn n bng cch i v phng ty. Tuy nhin, ng tnh saiqung ng. ng ngh Tri t l mt qu cu nh hn. ngcng khng d kin gp mt vng t rng trc khi ng nc ng n. Tuy nhin, ng gi cc th dn m ng gp th gii mi l cc Indian-dn da [nhng ngi n ]. Quayv nh, tuy th, Columbus c th ni cho nhng ngi ung, Vua Ferdinand v Hong hu Isabella, rng mc d ng khngthy n , ng c th xc nhn rng th gii qu thc trn.Ti bt u i n theo ng hng ng, qua Frankfurt. Tidng Lufthansa vi v hng thng gia. Ti bit chnh xc hngmnh i nh bn GPS hin trn mn hnh thi ra t ngn ca ghngi trn my bay. Ti h cnh an ton v ng gi. Ti cng gp nhng ngi c gi l Indian. Ti cng i tm ngun giuc ca n . Columbus tm phn cng cc kim loi qu, tla, v gia v - ngun giu c trong thi ng. Ti tm phn mm,nng lc tr c, cc thut gii phc tp, cc cng nhn tri thc, cccall center [trung tm phc v khch hng qua in thoi], cc giaothc truyn, nhng t ph v k thut quang hc cc ngun giuc ca thi chng ta. Columbus vui sng bin nhng ngiIndian ng gp thnh cc n l, mt qu lao ng chn tay t do. 5 10. 6 TH GII L PHNGTi ch mun hiu v sao nhng ngi Indian ti gp li ly viclm ca chng ta, v sao h tr thnh mt qu quan trng nh vycho outsourcing [thu lm ngoi] dch v v vic lm cng nghthng tin (CNTT) t Hoa K v cc nc cng nghip khc.Columbus c hn mt trm ngi trn ba tu ca ng; ti c mtnhm nh t knh Discovery Times va thoi mi trong hai xe tid chin, vi cc li xe n i chn trn. Khi cng bum, y lni vy, ti cng cho rng th gii l trn, song ci ti bt gp n tht ht sc lm lung lay nim tin ca ti vo nim .Columbus tnh c gp chu M song ng ngh mnh khm ph ramt phn n . Ti thc s thy n v ngh nhiu ngi tigp l nhng ngi M. Mt s thc s ly tn M, vnhng ngi khc bt chc rt c ging ni M cc call centerv cc k thut kinh doanh M cc phng th nghim phn mm.Columbus tu ln vua v hong hu ca mnh rng th gii trnv ng i vo lch s nh ngi u tin khm ph ra iu ny.Ti quay v nh v chia s s pht hin ch vi v, v ch th thm.Em yu, ti th th, anh ngh th gii l phng.L m sao ti i n kt lun ny? Ti ngh bn c th ni ttc bt u trong phng hp ca Nadan Nilekani cng tiInfosys Technologies Limited. Infosys l mt trong cc bu vt cath gii CNTT n , v Nilekani, CEO [Tng iu hnh] cacng ti, mt trong nhng thuyn trng chn chn v c knhtrng nht ca nn cng nghip n . Ti i xe vi nhmDiscovery Times n khu Infosys, khong bn mi pht t trungtm Bangalore, thm c s v phng vn Nilekani. n khuInfosys bng con ng st so, vi cc ch b linh thing, cc xenga ko, v cc xe ko c ng c tt c cng chen ln st cnh xechng ti. Tuy nhin, mt khi bc vo cng Infosys bn trongmt th gii khc. Mt b bi ln c khu ngh mt np mnh gacc tng mn v nhng di c c ct ta, st k mt bi ckhng l nh mt sn golf nh. C v s qun n v mt cu lc bsc kho tuyt vi. Cc cao c knh-v-thp dng nh mc lnging c di mi tun. Trong mt s cao c , cc nhn vinInfosys ang vit cc chng trnh phn mm c th cho cc cngti M hay chu u; trong cc cao c khc, h thc hin nhng cng6 11. KHI TI CN ANG NG 7vic hu trng ca cc cng ti siu quc gia ln t c s M vchu u - mi th t bo tr my tnh n cc n nghin cu cth n tr li cc cuc gi ca khch hng t khp ni trn thgii. An ninh l cht, cc camera theo di cc ca, v nu anh lmvic cho American Express, anh khng th i vo cao c qun lcc dch v v nghin cu cho General Electric. Cc k s n tr, nam v n, i nhanh nhn t cao c ny sang cao c kia, lnglng cc th ID [nhn dng]. Mt ngi c v nh c th lo cckhon thu ca ti. Ngi khc c v nh c c th tho ri mytnh ca ti. V ngi th ba c v nh c ta thit k n!Sau khi ngi cho mt cuc phng vn, Nilekani dn nhm TVchng ti do quanh trung tm hi ngh ton cu ca Infosys- tngzero ca cng nghip outsourcing n . N l mt phng suthm lt vn g nhn ging mt phng hc c xp thnh dy tmt trng lut Ivy League. mt u c mt mn hnh s cbc tng v trn cao c cc camera trn trn cho hi ngh t xa.y l phng hi ngh ca chng ti, y c l l mn hnh lnnht chu - gm bn mi mn hnh s [gp li], Nilekani tho gii thch, ch ln mn hnh TV ln nht ti tng thy.Infosys, ng ni, c th t chc mt cuc hi ngh o ca nhngngi chi ch cht ca ton b chui cung ng ton cu ca ncho bt c d n no vo bt c lc no trn mn hnh siu c .Nh th cc nh thit k M ca h c th ni chuyn trn mnhnh vi cc nh vit phn mm n v cc nh sn xut chuca h cng mt lc. Chng ti c th ngi y, ai t NewYork, London, Boston, San Francisco, tt c u trc tip [live]. Vc th vic thc hin l Singapore, cho nn ngi Singaporecng c th trc tip y l ton cu ho, Nilekani ni.Pha trn mn hnh c tm chic ng h tm tt rt kho ngy lmvic ca Infosys: 24/7/365 [24 gi mt ngy; 7 ngy mt tun; 365ngy mt nm]. Cc ng h c gn nhn Ty M, ng M,GMT, n , Singapore, Hong Kong, Nht Bn, c.Outsourcing ch l mt chiu ca mt th c bn hn nhiuang xy ra hin nay trn th gii, Nilekani gii thch. Ci xy ra[vi] nm va qua l c mt s u t t vo cng ngh, cbit trong thi i bong bng, khi hng trm triu dollar c ut thit lp kt ni khp ni trn th gii, cp bin, v tt c ccth . ng thi, ng ni thm, my tnh tr nn r hn v7 12. 8TH GII L PHNGphn tn khp th gii, v c mt s bng n v phn mm e-mail, cc phng tin tm kim nh Google, v phn mm s huring, c th ch bt c cng vic no v gi mt phn n Boston,mt phn n Bangalore, v mt phn n Bc Kinh, to d dngcho bt c ai pht trin t xa. Khi tt c cc th ny t nhinxy ra cng lc vo khong nm 2000, Nilekani ni thm, chng to ra mt nn ni vic lm tri thc, vn tr tu, c th cgiao t bt c u. N c th c chia nh, giao, phn phi, snxut v rp li cng nhau ln na v iu ny cho cch lmvic ca chng ta mt t do hon ton mi, c bit vic lm ctnh cht tr tu V ci m anh ang nhn thy ti Bangalore ngynay thc s l nh im ca tt c nhng iu trn kt hp li.Chng ti ngi trn i vng bn ngoi vn phng ca Nilekani,i i TV dng cc camera. Ti mt im, tm tt cc n ca ttc iu ny, Nilekani tht ra mt cm t c lng vng trong uti. ng ni vi ti, Tom, sn chi ang c san phng. ngmun ni l cc nc nh n by gi c kh nng cnh tranh vlao ng tri thc ton cu nh cha tng bao gi c - v rng Mtt hn hy sn sng cho iu ny. M b thch thc, nhng, ngnhn mnh, s thch thc s l tt cho M bi v chng ta lun sungsc nht khi b thch thc. Khi ti ri khu Infosys v Bangalore tihm y v b xc sut dc ng g, ti c ngm ngh mi vcm t : Sn chi ang c san phng.Ci Nandan ni, ti ngh, l sn chi ang c san phngc san phng? c san phng? Tri i, ng ta ni vi ti thgii l phng!Ti y, Bangalore hn 500 nm sau khi Columbus vtqua ng chn tri, dng cng ngh hng hi th s ca thi ng,v tr v an ton chng minh dt khot rng th gii trn vmt trong nhng k s tinh nhanh nht n , c o to ti hcvin k thut hng u ca n v c h tr bi cng nghhin i nht hin nay, v c bn ni vi ti l th gii nyphng, phng nh mn hnh m trn ng ta c th ch tr cuchp ton b chui cung ng ton cu ca mnh. Thm ch l thhn, ng biu dng s pht trin ny nh mt iu tt, nh ctmc mi trong s pht trin ca loi ngi v mt c hi ln chon v th gii mt s thc khin th gii chng ta phng! 8 13. KHI TI CN ANG NG 9Ngi ng sau chic xe , ti vit vi vng bn t vo stay ca mnh: Th gii l phng. Ngay khi vit chng, ti nhn rarng y l thng ip c bn ca mi th ti thy v nghe Bangalore trong hai tun lm phim. Sn chi cnh tranh ton cuc san bng. Th gii c san phng.Khi ti nhn r iu ny, c hng khi v s kinh hi trn y ti.Nh bo trong ti hng khi khi tm thy mt khung kh hiuk hn cc tin chnh bui sng v gii thch ci xy ra trn thgii ngy nay. R rng, hin nay l c th cho nhiu ngi hn baogi ht hp tc v cnh tranh trong thi gian thc vi nhiungi hn v nhiu loi vic lm khc nhau hn t nhiu ngngch ca hnh tinh hn v trn c s bnh ng hn bt c thigian no trc y trong lch s loi ngi dng my tnh, e-mail, mng, hi ngh t xa, v phn mm mi nng ng. l ciNandan ni cho ti. l ci ti khm ph ra trong hnhtrnh ca ti n n v xa hn. V l ci cun sch ny niv. Khi bn bt u ngh v th gii nh l phng, rt nhiu th c ngha theo nhng cch chng khng c trc y. Nhng chthn ti cng hng khi, bi v s san phng th gii c ngha lby gi chng ta ang kt ni tt c cc trung tm tri thc trn hnhtinh li thnh mt mng ton cu n nht, m - nu hot ngchnh tr v ch ngha khng b khng cn ng th s c thm ra mt k nguyn thnh vng v i mi gy sng st.Nhng suy ngm th gii phng cng lm ti trn y kinh hi,v mt ngh nghip v c nhn. S kinh s ring ca ti xut phtt s thc hin nhin rng khng ch nhng ngi vit phn mmv cc geek [cc tay c phch v] my tnh c trao quyn cng tc trong cng vic mt th gii phng. N cng l al-Qaedav cc mng li khng b khc. Sn chi khng c san bngch theo cch thu ht v siu trao quyn mt nhm hon ton mica nhng ngi i mi sng to. N c san bng theo cch liko v siu trao quyn mt nhm hon ton mi ca nhng ngin ng v n b gin d, nn ch, v b lm nhc.V ngh nghip, s nhn ra th gii l phng lm cng thng thnkinh v ti nhn ra rng s san bng ny xy ra khi ti cn angng, v ti b qun n. Ti thc s khng ng, m bn vickhc. Trc 11 thng 9 (11/9), ti tp trung theo di ton cuho v khai thc s cng thng gia cc lc Lexus ca s hi 9 14. 10TH GII L PHNGnhp kinh t v cc lc Cy liu ca bn sc v ch ngha dntc do cun Xe Lexus v Cy liu ca ti ra i 1999. Songsau 11/9, cc cuc chin tranh cy liu m nh ti hon ton.Ti dnh hu ht thi gian ca mnh chu du trong cc th gii Rp v Hi gio. Vo cc nm ti mt du vt ton cu ho. Ti li tm thy vt trn hnh trnh ca ti n Bangalorethng 2 nm 2004. Mt khi tm thy, ti nhn ra rng c ci g tht s quan trng xy ra trong khi ti gn b vi cc lm cy liu ca Kabul v Baghdad. Ton cu ho i n mt mc mihon ton. Nu bn t cun Xe Lexus v Cy liu v cun schny li vi nhau, bn s i n kt lun l l lch s khi qut l c ba k nguyn ln ca ton cu ho. Thi i u ko di t1492- khi Columbus dng bum, m ra s giao thng gia Thgii C v Th gii Mi cho n khong 1800. Ti s gi thii ny l Ton cu ho 1.0. N lm th gii co li t mt kchthc ln thnh c trung bnh. Ton cu ho 1.0 l v cc nc vsc mnh c bp. Tc l, trong Ton cu ho 1.0 tc nhn then chtca s thay i, ng lc thc y qu trnh hi nhp ton cu lnc bn c bao nhiu c bp bao nhiu sc c bp, bao nghiusc nga, sc gi, hay, mun hn, sc hi nc v bn c thtrin khai n sng to n th no. Trong k nguyn ny, cc ncv cc chnh ph (thng c tn gio hay ch ngha quc hays kt hp ca c hai xi gic) dn ng ph b cc bc tngv ni cht th gii li vi nhau, thc y s hi nhp ton cu.Trong Ton cu ho 1.0, cc cu hi ch yu l: Nc ti hp vis cnh tranh v cc c hi ton cu ch no? Lm sao ti c thi ton cu v cng tc vi nhng ngi khc thng qua nc ti? K nguyn ln th hai, Ton cu ho 2.0, ko di t 1800 n2000, b gin on bi i Khng hong v Chin tranh Th gii Iv II. Thi i ny lm th gii co t c trung bnh xung c nh.Trong Ton cu ho 2.0, nhn t then cht ca thay i, ng lcthc y hi nhp ton cu, l cc cng ti a quc gia. Cc cngti a quc gia ny tin hnh ton cu ho v th trng v lao ng,u tin do s bnh trng ca cc cng ti c phn H Lan v Anhv Cch mng Cng nghip lm mi nhn. Trong na u ca thii ny, hi nhp ton cu c cp lc bi s st gim chi phchuyn ch, nh ng c hi nc v ng st, v trong na saubi s st gim cc chi ph lin lc - nh s ph bin ca in tn, 10 15. KHI TI CN ANG NG 11in thoi, PC, v tinh, cp quang, v phin bn ban u ca WorldWide Web (WWW). Chnh trong thi i ny m chng ta thc sthy s ra i v trng thnh ca mt nn kinh t ton cu, theongha rng c s dch chuyn ca hng ho v thng tin tlc a ny sang lc a khc c mt th trng ton cu,vi s chnh lch gi v cc sn phm v lao ng. Cc ng lc ng sau k nguyn ton cu ho ny l cc t ph v phn cng -t tu hi nc v ng st lc ban u n in thoi v cc mytnh ln vo lc cui. V cu hi ln trong thi i ny l: Cngti ti hp vi nn kinh t ton cu ch no? N tn dng cc chi th no? Lm sao ti c th i ton cu v cng tc vi nhngngi khc qua cng ti ca ti? Cun Xe Lexus v Cy liu chyu l v nh im ca k nguyn ny, mt thi i khi cc bctng bt u sp trn khp th gii, v s hi nhp, v s phnng d di vi n, ln mt mc mi hon ton. Nhng ngay c khicc bc tng sp , vn cn nhiu ro cn i vi s hi nhpton cu sun s. Hy nh, khi Bill Clinton c bu lm tngthng nm 1992, hu nh khng ai ngoi chnh ph v gii hn lmc e-mail, v khi ti vit Xe Lexus v Cy liu nm 1998, Internetv thng mi in t va mi ct cnh. Phi, chng ct cnh cng vi nhiu th khc na cngn trong khi ti ng. V l l do v sao ti l l trong cun schny rng vo khong nm 2000 chng ta bc vo mt knguyn mi hon ton: Ton cu ho 3.0. Ton cu ho 3.0 lm thgii co t c nh xung c b t v ng thi san bng sn chi. Vtrong khi ng lc trong Ton cu ho 1.0 l cc nc tin hnhton cu ho v ng lc trong Ton cu ho 2.0 l cc cng ti tinhnh ton cu ho, ng lc trong Ton cu ho 3.0 - th cho nc trng c nht v nh - l nng lc mi tm thy cho cc cnhn cng tc v cnh tranh ton cu. V ci n by cho phpcc c nhn v cc nhm i ton cu d n vy v sun s n vykhng phi l sc nga, khng phi l phn cng, m l phn mm-tt c cc loi ng dng mi cng chung vi s sng to ra mtmng cp quang ton cu bin tt c chng ta thnh lng ging stvch. By gi cc c nhn phi, v c th, hi, Ti hp vi cnhtranh v cc c hi ton cu ngy nay ch no, v lm sao ti cth, t mnh, cng tc vi nhng ngi khc mt cch ton cu? 11 16. 12 TH GII L PHNGSong Ton cu ho 3.0 khng ch khc cc k nguyn trc chn lm th gii co li v phng th no v n trao quyn cho cc cnhn ra sao. N khc ch Ton cu ho 1.0 v Ton cu ho 2.0ch yu do cc c nhn v doanh nghip u M dn dt. Tuy TrungQuc thc s l nn kinh t ln nht th gii trong th k mi tm,chnh cc nc, cc cng ti, nhng ngi thm d phng Ty tinhnh phn ln vic ton cu ho v nh hnh h thng. Nhng vsau ny, iu ny s ngy cng t ng hn. Bi v n lm th giico li v phng, Ton cu ho 3.0 ngy cng nhiu s c dn dtkhng ch bi cc c nhn m cng bi cc nhm c nhn phiTy phng, khng da trng a dng hn nhiu. Cc c nhn tmi ni ca th gii phng u c trao quyn. Ton cu ho 3.0bin thnh c th cho rt nhiu ngi cm v chi [plug andplay], v bn s thy mi sc cu vng con ngi tham gia.(Trong khi s trao quyn cho cc c nhn hnh ng ton cul c tnh mi quan trng nht ca Ton cu ho 3.0, cc cng ti-to v nh- cng c trao quyn mt cch mi na trong k nguynny. Ti tho lun chi tit c hai mun hn trong cun sch ny).Khng cn phi ni, ti ch c s nh gi l m nht v tt ciu ny khi ti ri vn phng ca Nandan ngy y Bangalore.Nhng khi ti ngi suy ngm nhng thay i ny ban cng caphng khch sn ca ti ti hm , ti bit mt th: ti munb mi th v vit mt cun sch c th cho php ti hiu qu trnhlm phng ny din ra th no v cc h lu ca n c th l gi vi cc nc, cc cng ti, v cc c nhn. Cho nn ti nhc inthoi gi cho v ti, Ann, v bo c, anh s vit mt cun schnhan Th gii l Phng. C va bun ci va t m - , cth bun ci hn l t m! Cui cng, ti c kh nng thuytphc c c, v ti hi vng s c kh nng lm th vi bn, bnc thn mn. Hy ti a bn quay v lc u ca hnh trnhca ti n n , v cc im phng ng khc, v chia s vibn mt s cuc gp tnh c dn ti n kt lun rng th giikhng cn trn m phng.J aithirth Jerry Rao l mt trong nhng ngi u tin ti gp Bangalore- v ti gp anh cha hn vi pht khch sn LeelaPalace trc khi anh bo ti rng anh c th x l cc t khai thu12 17. KHI TI CN ANG NG 13ca ti v cc yu cu k ton khc ti cn - t Bangalore. Khng,cm n, ti c mt k ton vin ri Chicago. Jerry ch mmci. Anh ta qu lch s ni - rng anh ta c th l k ton vinca ti ri, hay ng hn k ton vin ca ca k ton vin ca ti,nh s bng n v outsourcing vic chun b thu.iu ny xy ra nh chng ta ni, Rao bo, anh qu Mumbai,trc l Bombay, hng ca anh, MphasiS, c mt i cc k tonvin n c kh nng lm cng vic k ton c outsource tbt c bang no ca M v chnh ph lin bang. Chng ti lin ktvi nhiu hng CPA [kim ton vin (cng) c chng ch] c nhv va M. anh ni ging k ton vin ca ti? ti hi. Vng, ging kton vin ca anh, Rao ni vi mt n ci. Cng ti ca Rao itin phong v mt phn mm work flow [lung cng vic] vi mtnh dng chun lm cho outsourcing khai thu r v d. Ton bqu trnh bt u, Jerry gii thch, vi mt k ton vin Hoa Kqut cc t khai thu nm ngoi ca ti, cng vi cc bn k khaiW-2, W-4, 1099, tin thng, c phiu ca ti- mi th- vo mtmy ch, t California hay Texas. By gi k ton vin caanh, nu anh ta x l thu ca anh hi ngoi, bit rng anh thchkhng cho (ai ngoi nc) bit h (tn) hay s An sinh X hica anh, th anh ta c th chn gi kn thng tin , Rao ni. Cck ton vin n [dng mt khu] gi tt c thng tin th mtcch trc tip t my ch M, v h hon tt cc t khai thu caanh, vi vic anh vn giu tn. Tt c cc s liu khng ra ngoiHoa K tun th cc quy ch ring t Chng ti coi vic bov d liu v s ring t rt nghim tc. K ton vin n cth nhn thy s liu trn mn hnh ca mnh, nhng anh ta khngth ti n xung hay in n ra chng trnh ca chng ti khngcho php vic . Nhiu nht anh ta c th lm l th nh n, ginh anh ta c nh xu no . Cc k ton vin khng cphp mang thm ch giy v bt vo trong phng khi h lm victrn cc t khai thu.Ti b t m v chnh lm th no dng tin tin ny ca dch voutsourcing tr thnh. Chng ti lm nhiu ngn t khai, Raoni. Hn na, CPA ca anh M khng cn thm ch vn phngca h. H c th ngi trn mt bi bin California v e-mail chochng ti v ni, Jerry, cu lm cc t khai thu Bang New York13 18. 14 TH GII L PHNGtht c, v th cu lm cc t khai ca Tom. V Sonia, cu v ica cu Delhi lm cc t khai Washington v Florida. Tin th,Sonia lm vic t nh c n , [cng ti khng phi tr] chi phchung. V cc vic khc ny, chng thc s phc tp, cho nn tit lm chng.Nm 2003, khong 25.000 t khai thu M c lm n .Nm 2004 con s l 100.000. Nm 2005, d kin l 400.000. Trongmt thp nin, anh s cho rng k ton vin ca anh outsource vicchun b c bn ca cc t khai thu ca anh - nu khng hn na.Anh vo ngh ny th no? ti hi Rao.Bn ti Jeroen Tas, mt ngi H Lan, v ti u lm choCitigroup California, Rao gii thch. Ti l sp ca anh ta vmt hm chng ti cng tr v t New York trn mt chuyn bayv ti ni mnh c k hoch thi vic v anh ta bo, Ti cng th.C hai chng ti u ni, V sao chng ta li khng khi ngdoanh nghip ring ca chng ta? V th vo nm 1997-98, chngti cng nhau a ra mt k hoch kinh doanh cung cp cc giiphp Internet cao cp cho cc cng ti ln Hai nm trc, tuyvy, ti i d mt hi ngh cng ngh Las Vegas v mt shng k ton [M] c trung bnh tip cn ti, v h ni rng hkhng th sc a ra cc hot ng outsourcing ln v thun n , nhng cc g [cng ti] ln c th, v [nhng g va]mun vt h. V l chng ti pht trin mt sn phm phnmm gi l VTR Virtual Tax Room: Bung Thu o- chophp cc hng k ton c va ny d dng outsource khai thu.Cc hng c va ny c c mt sn chi bng phng hn, mtrc y h b t chi, Jerry ni. t nhin h c th tip cnn cng cc li th v quy m m cc g ln hn lun c.C phi thng ip cho nhng ngi M, M, ng cc conm ln ln i lm k ton vin? Ti hi.Khng tht vy, Rao ni. Ci m chng ti lm l lm cng victp nhp. Anh bit cn ci g chun b mt t khai thu? Viclm rt t sng to. y l ci s chuyn ra hi ngoi.Ci g s li M? Ti hi.K ton vin mun li trong ngh ti M s l ngi tp trungvo ngh ra cc chin lc sng to phc hp, nh trnh thu hayn trnh thu, qun l cc quan h khch hng, Rao ni. Anh haych ta s bo cc khch hng ca mnh, Ti khin cng vic tp14 19. KHI TI CN ANG NG15nhp c lm rt hiu qu. By gi hy ni v lm th no chngti qun l ti sn ca anh v anh s lm g cho l tr ca anh. Anhc mun mt s tin no trong cc qu qun thc [trust] camnh? N c ngha l c cc tho lun cht lng-thi gian vicc khch hng hn l chy vng quanh ging nhng con g viu b ct t t thng Hai n thng T, v thng n xin giahn n thng Tm, bi v h khng c cht lng thi gian vicc khch hng.nh gi t mt tiu lun trong tp ch Accounting Today (7thng By, 2004), qu thc, iu ny c v l tng lai. L. GaryBoomer, mt CPA v CEO ca Boomer Consulting Manhattan,Kansas, vit, Ma [thu] va ri to ra hn 100.000 t khaithu [c outsource] v by gi c m rng ngoi cc t khaithu c nhn sang cc qu qun thc, cc hi bun v cc cng tiL do ch yu khin ngnh kinh doanh c kh nng tng quy mnhanh nh n c ba nm qua l do u t m cc cng ti [t cs nc ngoi] ny tin hnh vo h thng, quy trnh v oto. C khong by mi ngn ngi tt nghip i hc ngnh kton n mi nm, ng ni thm, nhiu trong s i lm chocc hng a phng n khi u vi 100 $ mt thng. Vi sgip ca truyn thng tc cao, o to nghim ngt, v ccmu biu chun ho, nhng ngi n tr ny c th c cibin thnh cc k ton vin phng Ty c bn kh nhanh vi phnnh chi ph. Mt s hng k ton n thm ch bt u tip thchnh h cho cc hng M qua hi ngh t xa v b qua vic i li.Boomer kt lun, Ngh k ton hin nay ang bin i. Nhngngi bu vu vo qu kh v chng li s thay i s b buc dnsu hn vo s hng ho ho (commoditization). Nhng ngi cth to ra gi tr thng qua s lnh o, cc mi quan h v scsng to s lm bin i ngnh kinh doanh, cng nh tng cngcc mi quan h vi cc khch hng hin c ca h.Ci anh ang ni cho ti, ti bo Rao, l bt k ngh ca bn l g bc s, lut s, kin trc s, k ton vin - nu bn l mt ngiM, tt hn bn hy gii th dch v nhy cm, bi v bt c thg c th c s ho c th c outsource cho nh sn xut hockho nht hoc r nht, hoc c hai. Rao tr li, Mi ngi phitp trung vo ci chnh xc l gi tr gia tng ca mnh. 15 20. 16TH GII L PHNGNhng nu ti ch l mt k ton vin trung bnh th sao? Ti i hc mt i hc nh nc. Ti c kt qu trung bnh B+. Cuicng ti c bng CPA. Ti lm vic mt hng k ton ln, lmnhiu vic thng thng. Ti him khi gp khch hng. H gi ti ng sau. Nhng l mt sinh k t t v v c bn hng valng vi ti. Ci g s xy ra vi ti trong h thng ny? l mt cu hi hay, Rao ni. Chng ta phi chn tht vn. Chng ta ang gia mt s thay i cng ngh to ln, v khibn sng trong mt x hi nh ca s thay i [nh M], kh tin on. D tin on cho ai sng n . Trong minm chng ti s lm nhiu th ang c lm M ngy nay.Chng ti c th d on tng lai ca mnh. Nhng chng ti sau cc bn. Cc bn xc nh tng lai. M lun lun trn nhca ln sng sng to mi Cho nn l kh nhn vo mt kton vin v ni y l ci s l. Chng ta khng c tmthng ho iu . Chng ta phi x l n v ni v n mt cchchn tht Bt c hot ng no m chng ta c th s ho vphn li chui gi tr, v di chuyn cng vic i y, s c dichuyn i. Ai s ni, , nhng anh khng th phc v ti mtming tht nng. ng, nhng ti c th lm vic t trc bnca anh ngi bt c u trn th gii, nu qun n khng c mtngi ph trch. Chng ti c th ni, Vng, ng Friedman, chngti c th dnh cho ng mt bn gn ca s. Ni cch khc, cnhng phn ca vic i n cm hiu m chng ta c th phn li voutsource. Nu bn quay li v c cc sch gio khoa kinh t hcc bn, chng s bo: Cc hng ho c trao i, cn cc dch vc tiu th v sn xut cng ch. V bn khng th xut khuvic ct tc. Song chng ta ang n gn vic xut khu ct tc,phn vic hn. Bn mun ct kiu tc g? Bn mun th ct no?Tt c cc th c th v s c mt call center rt xa lm.Khi chng ti kt thc cuc ni chuyn, ti hi Rao tip theo anhs lm g. Anh ta trn y sinh lc. Anh bo ti anh ni chuynvi mt cng ti Israel c nhng bc tin ln v cng ngh nn chophp truyn cc hnh qut CAT (Computer Assisted Tomography)tt hn v d hn qua Internet cho nn bn c th mau chng cmt kin th hai t mt bc s cch xa na vng tri t.16 21. KHI TI CN ANG NG17Vi tun sau khi ti ni chuyn vi Rao, ti nhn c e-mail saut Bill Brody, hiu trng i hc Johns Hopkins, ngi ti vaphng vn cho cun sch ny: Tom mn, ti ni ti mt cuc hi ngh gio dc y t tip tc ca trng Hopkins cho cc bc s x chn [radiologist] (ti tng l mt radiologist) Ti cht thy mt tnh hnh rt hp dn m ti ngh anh c th quan tm. Ti va c bit rng nhiu bnh vin nh v mt s bnh vin va Hoa K, cc radiologist ang outsourcing vic c cc nh qut CAT cho cc bc s n v c!!! Hu ht vic ny xy ra vo ban m (v c th cui tun) khi cc radiologist khng c nhn vin lo vic ym tr trong bnh vin. Trong khi mt s nhm x chn s dng x chn t xa [teleradiology] chuyn cc nh t bnh vin v nh ca h (hay n Vail hay Cape Cod, ti gi s) nh th h c th din gii cc nh v cho chn on 24/7, hin nhin cc bnh vin nh chuyn cc bc nh qut cho cc radiologist nc ngoi. Li th l ban ngy c hay n khi ban m y cho nn ym tr ngoi gi tr nn d lm hn bng chuyn cc nh qua tri t. V cc nh CAT (v MRI-Magnetic Resonance Imaging) dng s ri v c sn dng trn mng vi mt giao thc chun, khng c vn g xem cc nh bt c u trn th gii Ti cho rng cc radiologist u kia phi c o to Hoa K v c cc bng, chng ch v kh nng ph hp Cc nhm thc hin vic c ngoi gi ny c cc radiologist M thu h gi l cc C n m Nighthawks. Chc tt lnh, BillNh tri ti l mt nh bo v khng phi l mt k ton vin hay mt radiologist. Khng c outsourcing no i vi ti-cho d mt s bn c no ca ti c th mun mc bo ca tic th chuyn i Bc Triu Tin. t nht l ci ti ngh. Sau ti nghe v hot ng ca Reuters n . Ti khng c thigian thm vn phng Reuters Bangalore, nhng ti c khnng nm c Tom Glocer, CEO ca Reuters, nghe ng lm17 22. 18TH GII L PHNGg. Glocer l ngi i tin phong v outsourcing cc yu t cachui cung tin thc.Vi 2.300 nh bo quanh th gii, 197 vn phng, phc v mtth trng bao gm cc nh ngn hng u t, cc nh bun bncc cng c phi sinh, cc nh mi gii chng khon, cc bo, ipht thanh, truyn hnh, v cc i l Internet, Reuters lun cmt khn-thnh-c gi rt phc tp tho mn. Sau s ph sndot-com, tuy vy, khi nhiu khch hng ca n tr nn rt c thcv chi ph, Reuters bt u t hi mnh, v cc l do c v chi ph vhiu qu: Chng ta thc s cn t ngi ca chng ta vo u cung ng cho chui cung tin tc ton cu ca chng ta? V chngta c th thc s chia nh cng vic ca mt nh bo v gi mtphn London v New York v chuyn mt phn sang n ?Glocer bt u ng n chc nng kim cm c bn nht mReuters cung cp, l tin st do v thu nhp cng ti v nhng tintrin kinh doanh lin quan, tng giy ca mi ngy. Exxon tit lthu nhp ca n v chng ta cn a iu cng nhanh cng ttln cc mn hnh khp th gii: Exxon kim c ba mi chncent qu ny tri vi ba mi su cent qu trc. Nng lc ct li l tc v s chnh xc, Glocer gii thch. Chng ta khngcn nhiu phn tch. Ta ch cn a tin c bn cng nhanh cng tt.Tin khn phi ra tnh bng giy sau cng b ca cng ti, v bng[cho thy lch s gn y v thu nhp qu] vi giy mun hn.Cc loi tin c bit v thu nhp i vi kinh doanh tin lvanilla i vi kinh doanh kem - mt hng ho c bn thc s cth c lm bt c u trong th gii phng. Vic lm tri thcc gi tr gia tng thc xy ra trong nm pht tip theo. l khianh cn mt nh bo tht, ngi bit lm sao c mt bnh lunt cng ti, mt bnh lun t hai nh phn tch hng u trong lnhvc, v thm ch vi li t cc i th cnh tranh t bo co thunhp vo vin cnh. iu cn mt tp k nng bo ch cao hn ai c cc quan h trn th trng, ngi bit ai l cc nh phntch ngnh gii nht v a ng ngi i n tra, Glocer ni.S ph sn dot-com v s lm phng th gii buc Glocer phingh li Reuters cung cp tin th no - liu n c th chia nh ccchc nng ca mt nh bo v chuyn cc chc nng c gi tr giatng thp sang n . Mc tiu chnh ca ng l gim s chngcho tng tin lng ca Reuters, trong khi bo tn cng nhiu vic 18 23. KHI TI CN ANG NG19lm bo gii cng tt. Cho nn vic u tin chng ti lm,Glocer ni, l i thu su phng vin Bangalore nh mt thnghim. Chng ti bo, Hy bo h lm ch cc tm tt tin c bitv cc bng v bt c th g khc c th sai h lm Bangalore.Nhng ngi n mi c thu ny c kin thc k ton vc Reuters hun luyn, song h c tr lng, ngy ngh v trcp y t theo chun a phng. n l mt a im phong phkhng th tin ni tuyn ngi, khng ch c k nng k thut mc k nng ti chnh, Glocer ni. Khi mt cng ti cng b thu nhpca mnh, mt trong nhng vic u tin n lm l trao cho cchng in tn Reuters, Dow Jones, v Bloomberg - phn pht.Chng ti s ly d liu th , ng ni, v ri l mt cuc chyua xem chng ti c th quay vng n nhanh ra sao. Bangalore lmt trong nhng ni c ni mng nht trn th gii, v mc dc mt cht tr - mt giy hay t hn ko thng tin sang ,ho ra l bn c th ngi Bangalore v c c phin bn in tca mt thng co bo ch v bin n thnh mt cu chuyn ddng ht nh bn c th lm London hay New York.S khc bit, tuy vy, l lng v tin thu nh Bangalore thn mt phn nm so vi cc th phng Ty .Trong khi kinh t hc v s lm phng th gii y Reutersxung con ng ny, Glocer c vui v lm v ng no cngphi lm. Chng ti ngh chng ti c th trt gnh nng bo co b hng ho ho v khin vic c lm mt cch c hiu qu ni khc trn th gii, ng ni, v ri to c hi cho cc nh boReuters theo quy c tp trung vo vic lm bo v phn tch cgi tr gia tng cao v tho mn c nhn hn nhiu. Hy gi nhanh l mt nh bo Reuters New York. Anh t s tho mn cucsng ca mnh bng chuyn cc cng b bo ch thnh cc hp trncc mn hnh hay lm vic phn tch? Glocer hi. Tt nhin, lvic sau. Outsourcing cc thng bo tin tc cho n cng chophp Reuters m rng b ngang ca vic lm phng s ca n tinhiu cng ti c vn nh hn, cc cng ti khng c hiu qu vchi ph i vi Reuters theo di trc y vi cc nh bo ctr lng cao hn New York. Nhng vi cc phng vin n c lng thp, c th thu nhiu ngi vi chi ph ca mt phngvin New York, by gi c th lm vic t Bangalore. Ma h2004, Reuters tng hot ng ni dung Bangalore ca n ln ba 19 24. 20TH GII L PHNGtrm nhn vin, nhm cui cng n tng s mt ngn ri. Mtvi trong s l cc phng vin Reuters k cu c c sang hun luyn cc i n , mt s l cc phng vin lm cc tin thunhp c bit, nhng hu ht l cc nh bo lm phn tch d liuchuyn bit hn mt cht nghin s [number crunching: tnh tons liu]- cho cho bn chng khon.Rt nhiu khch hng ca chng ti ang lm cng vic,Glocer ni. Nghin cu u t bc toc s lng chi ph khngl, v th rt nhiu hng dng lm ca Bangalore lm vic kimcm phn tch cng ti. Cho n gn y cc hng ln WallStreet tin hnh nghin cu u t bng tiu hng triu dollarcho cc nh phn tch ngi sao v sau tnh mt phn chi phlng ca h cho cc phng mi gii chng khon ca h, chngchia s kt qu phn tch vi cc khch hng tt nht ca h, vtnh mt phn chi ph cho kinh doanh ngn hng u t ca h,thng dng cc phn tch t hng ca mt cng ti nh vickinh doanh ngn hng ca n. Theo sau cc v iu tra ca EliotSpitzer Tng Chng l Bang New York v cc tp qun WallStreet, tip theo nhiu v b bi, hot ng ngn hng u t vmi gii chng khon phi tch bch r rng sao cho cc nhphn tch s ngng thi phng cc cng ti nhm nhn c hotng ngn hng u t ca h. Nhng nh mt kt qu, cc hngu t ln Wall Street phi ct gim mnh chi ph nghin cuth trng ca h, tt c by gi do ring cc phng mi gii chngkhon chi tr. V iu ny to mt khuyn khch ln i vi h outsource mt s cng vic gii tch cho cc ni nh Bangalore.Bn cnh vic c kh nng tr mt nh phn tch Bangalorekhong 15.000 $ tng n b, tri vi 80.000 $ New York hayLondon, Reuters thy rng cc nhn vin n ca n cngthng hay c hc v ti chnh v tn tu do c ng c cao na.Mi y Reuters cng m mt trung tm pht trin phn mm Bangkok v ho ra l mt ch tt tuyn cc nh pht trin phnmm nhng ngi m tt c cc cng ti phng Ty ganh ua v tinng Bangalore khng ti.Bn thn ti b xu hng ny ging x. Sau khi bt u s nghipca mnh nh mt phng vin in tn vi hng UPI-United PressInternational, ti c ng cm ln lao vi cc phng vin in tnv vi cc p lc, c chuyn mn v ti chnh, m di h lm20 25. KHI TI CN ANG NG 21vic ct lc. Song UPI c th vn pht t ngy nay nh mt hngin tn, m n khng l, nu gi nh n c kh nng outsourcevic kinh doanh cp thp hn ca n khi ti bt u vi t cchmt phng vin London hai mi lm nm trc.Kh x vi nhn vin, Glocer ni, ngi ct gn mt phnt ton b nhn vin Reuters, m khng c nhng tn thng susc gia cc phng vin. ng ni, nhn vin Reuters hiu rng vicny phi lm sao cho cng ti c th sng st v ri thnh vng li.ng thi, Glocer ni, y l nhng ngi snh iu lm phngs. H thy cc khch hng ca chng ti lm chnh xc cng vic.H nm c ct truyn Quan trng l phi chn tht vi conngi v ci chng ta lm v v sao v khng t v thng ip. Titin vng chc vo bi hc ca cc nh kinh t c in v di chuyncng vic n ni n c th c lm tt nht. Tuy nhin, ta khngc b qua rng trong mt s trng hp, c nhn nhng ngilao ng s khng d tm vic lm mi. i vi h, vic gi li vmt mng li an sinh x hi thch ng l cn thit.Trong mt n lc gii quyt trc tip vi nhn vin Reuters,David Schlesinger ng u Reuters M, gi cho tt c cc nhnvin bin tp mt th bo, cha on trch sau: OFF-SHORING VI NGHA V Ti ln ln New London, Connecticut, trong th k mi chn l mt trung tm sn c voi ln. Trong cc nm 1960 v 70 c voi ht t lu v cc nh s dng lao ng chnh vng u gn vi qun i khng l mt iu ngc nhin trong k nguyn Vit Nam. B m bn hc ca ti lm vic ti Electric Boat, T chc Hi qun v Tun Duyn hi. C tc ho bnh li lm thay i vng ny mt ln na, v by gi n ni ting nht v cc casino c bc ln ca Mohegan Sun v Foxwoods v v cc nh nghin cu dc ca Pfizer. Cc vic lm mt i; cc vic lm c to ra. Cc k nng khng cn c s dng; cn n cc k nng mi. Vng thay i, ngi dn thay i. New London, tt nhin, khng l c nht. Bao nhiu th trn xay xt thy cc ci xay ca mnh ng ca; bao nhiu thnh th lm giy thy ngnh giy di i ni khc; bao nhiu th trn mt thi rt mnh v dt may by gi mua tt c vi lanh t Trung Quc? S thay i l21 26. 22TH GII L PHNG khc nghit. S thay i l khc nghit nht vi nhng ngi b bt ng ging xung. S thay i cng khc nghit nht i vi nhng ngi c kh khn thay i. Song s thay i l t nhin; s thay i khng phi l mi; s thay i l quan trng. Cuc tranh ci hin thi v off-shoring l gay gt mt cch nguy him. Song tranh ci v cng vic di sang n , Trung Quc v Mexico thc s khng khc cuc tranh lun mt thi v vic lm tu ngm b New London hay vic lm giy b Massachusetts hay vic lm dt may b Bc Carolina. Cng vic c lm ni n c th c lm c kt qu v hiu qu nht. iu cui cng gip cc New London, New Bedford, v cc New York ca th gii ny thm ch nhiu hn cc Bangalore hay Thm Khuyn. N gip bi v n gii phng con ngi v vn lm cng vic khc, tinh xo hn, v n gip bi v n to c hi sn xut sn phm cui cng r hn, lm li cho cc khch hng ngang nh n gip cng ti. Chc chn kh i vi cc c nhn ngh v cng vic ca h ri i, c lm xa hng ngn dm bi ai kim t hn hng ngn dollar mt nm. Nhng y l lc ngh v c hi cng nh v ni au, ng nh l lc ngh v cc ngha v ca off-shoring cng nh v cc c hi Mi ngi, ht nh mi cng ti, phi chm lo vn mnh kinh t ring ca mnh, ht nh cha ng chng ta trong cc ci xay, cc hiu v nh my giy chm lo.MN HNH ANG CHY?Anh c bit mt call center n nghe ging th no? Trong khi lm phim ti liu v outsourcing, i TV v ti mt bui ti ti call center 24/7 Customer do ngi n shu Bangalore. Call center ny l mt th lai tp gia mt k tcx i hc dnh cho c nam ln n v mt ngn hng in thoihuy ng tin cho i TV cng cng a phng. C nhiu tng vicc phng y khong hai mi my ngi lm vic vi in thoi- tng cng khong hai ngn ri ngi. Mt s c bit nh cc22 27. KHI TI CN ANG NG 23nhn vin outbound-t bn ngoi, bn mi th t th tn dngn s pht in thoi. Nhng ngi khc x l cc cuc giinbound-v - mi th t tm hnh l tht lc cho cc khch hngca cc hng hng khng M v chu u n gii quyt cc vn my tnh cho nhng ngi tiu dng M b ln ln. Cc cuc gic chuyn n y bng v tinh v cp quang di bin. Mitng mnh mng ca call center gm cc cm nhng ngn khinh. Nhng ngi tr lm vic trong cc i nh di ngn c cacng ti m h cung cp h tr in thoi. Nh th mt gc c th lnhm Dell, gc khc c th l c bay ca Microsoft. iu kin lmvic ca h nhn ging nh cng ti bo him trung bnh ca bn.Tuy ti chc l c cc call center hot ng nh cc c s bc ltcng nhn tn t, 24/7 khng phi l mt trong s .Hu ht thanh nin ti phng vn u a tt c hay mt phnlng ca h cho b m h. Thc ra, nhiu trong s h c lngkhi im cao hn lng hu ca b m. i vi vic lm mcmi vo nn kinh t ton cu, y l khong gn nh n nhn c.Ti lang thang quanh khu Microsoft khong su gi chiu theogi Bangalore, khi hu ht cc bn tr ny bt u ngy lm vicca h trng vi rng sng M, khi ti hi mt chuyn gia mytnh tr ngi n mt cu hi n gin: Trn tng ny klc v cuc gi di nht gip ngi M no b lc trong mcung phn mm ca mnh l bao nhiu?Mi mt gi, anh ta tr li ngay tc khc.Mi mt gi? ti la ln.Mi mt gi, anh ta ni.Ti chng c cch no kim tra liu iu ny c ng khng,nhng bn c nghe cc mu ca cc cuc ni chuyn quen thuc kquc khi bn lang thang trn sn 24/7 v ch nghe qua vai ca ccnhn vin khc nhau ca call center khi h lm vic. y l mtmu nh ca ci chng ti nghe ti khi chng ti quay phimcho Discovery Times. N phi c c, nu bn c th tngtng iu ny, theo ging ca ai vi ging n c bt chcging M hay Anh. Cng tng tng rng bt k cc ging ni u bn kia c th l, bun ru, cu knh, hay xu tnh n th no,nhng ngi n tr ny khng ngng v lc no cng lch s.Nhn vin call center n: Cho [bui chiu], ti c th nichuyn vi ? (Ai u bn kia va dp in thoi xung).23 28. 24TH GII L PHNGNhn vin call center nam: Dch v bun bn y, ti l Jerry,ti c th gip? (Cc nhn vin call center n ly tn phngTy do h t chn. tng, tt nhin, l khin cc khch hngM hay chu u cm thy thoi mi hn. Hu ht cc thanh ninn m ti ni v chuyn ny khng bc mnh m coi n nhmt c hi c mt cht vui a. Trong khi mt vi ngi chchn Susan hay Bob, mt s thc s sng to).Nhn vin n Bangalore ni vi mt ngi M: Ti tn l IvyTimberwoods v ti gi ngi Nhn vin n Bangalore nhn din mt ngi M: C th choti bn s cui ca s Anh sinh X hi ca anh?Nhn vin n Bangalore cho li ch dn c nh c Manhattanv nhn ra ca s phng c: Vng, chng ti c mt chi nhnh ng By Mi T v Th Hai, mt chi nhnh [ng] NmMi T v Lexington Nhn vin nam Bangalore bn th tn dng m anh chng baogi c th mua cho bn thn mnh: Th ny l th c ph sut tndng hng nm APR [Annual Percentage Rate] thp nhtNhn vin n Bangalore gii thch cho mt b M x l tikhon sc ca mnh th no: Sc s su-su-nm l tm mi mtdollar v nm mi lm cent. B vn cn mt khon phi tr bami dollar. B hiu r ti khng?Nhn vin n Bangalore sau khi dn mt ngi M qua mttrc trc my tnh: Khng c vn g, ng Jassup. Cm n ng dnh thi gian. Cn thn nh. Bye-bye.Nhn vin n Bangalore sau khi ai va ch trch gay gt ctrn in thoi: Al? Al? Nhn vin n Bangalore xin li v gi ai M qu sm:y ch l mt cuc gi x giao, ti s gi li mun hn vo buiti Nhn vin nam Bangalore rt mun th bn mt th tn dnghng khng cho ai M ngi c v khng mun: C phi vb c qu nhiu th tn dng, hay b khng thch i my bay, bBell?Nhn vin n Bangalore th ni chuyn vi mt ngi M vmy tnh ca b ta b hng: Bt u chuyn gia merory OK vmemory test 24 29. KHI TI CN ANG NG 25Nhn vin nam Bangalore lm cng vic: Tt, sau , hy gvo ba v n nt Enter Nhn vin n Bangalore th gip mt ngi M khng th nnthm mt giy na trn ng dy tr gip: Vng, c , ti hiu lc ang vi ng lc ny. Ti ch th gip c ra Nhn vin n Bangalore b mt ch trch gay gt khc: Vng,i, th khi no s Cng nhn vin y Bangalore b mt ch trch gay gt khc: Vsao, B Kent, khng phi l Cng nhn vin y Bangalore b mt ch trch gay gt khc:Nh mt bn [sao] an ton Al?Cng nhn vin y Bangalore ngc ln t in thoi ca mnh:Ti hn c mt ngy xui xo!Nhn vin n Bangalore th gip mt b ngi M vi mt sc my tnh m c cha bao gi nghe thy trc y: C vn gvi chic my ny, tha b? mn hnh ang chy ?H in ti c khong 245.000 ngi n tr li cc cuc giin thoi n t mi ni trn th gii hay quay s ra khnkhon cho mi ngi ta mua th tn dng hay in thoi di nghay hi phiu qu hn. Nhng vic lm call center ny l cc viclm lng thp, uy tn thp M, nhng khi chuyn qua n chng tr thnh nhng vic lm c lng cao, uy tn cao. Tinh thnng i 24/7 v cc call center khc m chng ti n thmc v kh cao, v nhng ngi tr ny hon ton ho hc chia smt s cuc ni chuyn in thoi k qui m h c vi nhngngi M quay s 1-800-HELP, ngh nh h kt thc ni chuynvi ai quanh khi [nh], ch khng phi quanh th gii.C. M. Meghna, mt nhn vin n ca 24/7 call center, ni vi ti,ti c rt nhiu khch hng gi n [vi cc cu hi] thm chkhng lin quan g n sn phm m chng ti bun bn. H gin bi v h b mt v ca h hay ch ni chuyn vi ai . Tini chng hn, OK, c thi, c th ch phi ng gm ging[ tm chic v] hay ng ni ch thng n, v ch ta ni gingnh, OK, cm n rt nhiu v s gip .Nitu Somaiah: Mt trong nhng khch hng hi ti ly ng ta.25 30. 26 TH GII L PHNGSophie Sunder lm vic cho phng hnh l tht lc ca hngDelta: Ti nh b ny gi t Texas, c ni, v b ta, ging nhkhc trn in thoi. B bay hai chuyn ni tip nhau v b mtti xch ca mnh, trong ti xch c o ci v nhn ci ca congi b v ti cm thy rt bun cho b v ti chng c th lm g.Ti khng c thng tin no.Hu ht khch hng u gin d, Sunder ni. Vic u tin hni l, Ti ca ti u? Ti mun ti ca mnh by gi! Chng tichng hn phi ni, Xin li, c th cho ti bit h v tn? Nhngti ca ti u! Mt s ngi hi ti l ngi nc no? Chng tic bo phi ni tht, [nn] chng ti bo h n . Mt sngi ngh l Indiana. Ti bo l nc cnh Pakistan.Tuy tuyt i a s cuc gi l kh thng thng v nhm chn,cnh tranh v cc vic lm ny l mnh lit khng ch v h trlng kh, m v bn c th lm vic ban m v i hc trong mtphn ban ngy, cho nn chng l bn p n mt cuc sng ctiu chun cao hn. P. V. Kannan, CEO v ng sng lp ca 24/7, gii thch cho ti tt c hot ng th no: Ngy nay chng tic hn bn ngn cng tc vin tri ra Bangalore, Hyderabad, vChennai. Cc cng tc vin ca chng ti khi u vi lng av nh khong 200 $ mt thng, ri ln 300 $ n 400 $ mt thngsau su thng. Chng ti cng cp (v) tu xe, ba tra, v ba tim khng phi tr thm ng no. Chng ti cung cp bo himnhn th, bo him y t cho ton b gia nh v cc phc li khc.V th, ton b chi ph cho mi nhn vin call center thc s lkhong 500 $ mt thng khi h khi u v gn 600 $ n 700 $mt thng sau su thng. Mi ngi cng c hng cc phnthng theo thnh tch cho php h kim c, trong cc trnghp nht nh, tng ng vi 100 phn trm lng c bn cah. Khong 10 n 20 phn trm cc cng tc vin ca chng titheo ui bng cp v kinh doanh hay khoa hc my tnh trong ccgi ban ngy, Kannan ni, thm vo hn mt phn ba tham gialoi hun luyn thm no v my tnh hay kinh doanh, cho dkhng nhm t bng cp. Kh thng xuyn n i vingi dn theo ui gio dc sut cc nm tui hai mi - t cithin l mt ch ln v c cha m v cc cng ti khuynkhch mt cch tch cc. Chng ti ti tr mt chng trnh MBAcho nhng ngi lm kin nh vi cc lp c ngy vo cui tun.26 31. KHI TI CN ANG NG27Mi ngi lm tm gi mt ngy, nm ngy mt tun, vi hai tgii lao [mi t] mi lm pht v mt gi n tra hay n ti.Khng ngc nhin, trung tm dch v khch hng 24/7 nhn ckhong by trm n xin vic mt ngy, nhng ch 6 phn trmngi xin vic c thu. y l mt mu t bui tuyn nhn vincall center mt trng chuyn nghip n Bangalore:Tuyn m vin 1: Cho cc em.C lp ng thanh: Cho c .Tuyn m vin 1: Chng ti c mt s cng ti a quc gia y thu lm vic tuyn ngi cho h. Khch hng chnh m chngti tuyn [cho] hm nay l Honeywell. V c cho America Online.Cc n thanh nin - nhiu trong s h - sau sp hng vi nxin vic v i c tuyn m vin phng vn mt bn g.y l th d mt s cuc phng vn nghe ging th no:Tuyn m vin 1: Em kim loi vic lm no?Ngi xin vic 1: N phi da vo nh gi, ri, u em cth pht trin, em c th thng tin trong s nghip ca em.Tuyn m vin 1: Em phi t tin hn v mnh khi ni. Em rtbn chn. Ch mun em lo mt cht v vic v ri lin h vichng ti.Tuyn m vin 2 vi mt ng vin khc: Ni cho ch mt chtv bn thn em.Ngi xin vic 2: Em qua [k thi] SSC vi kt qu xut sc. P nh cng vi im u t. V em cng c 70 phn trm tng hptrong hai nm trc. (y l bit ng n tng ng viim trung bnh GPA [Grade Point Average] v im trc nghimSAT [Scholastic Aptitude Test]).Tuyn m vin 2: Chm hn mt cht. ng cng thng. Hybnh tnh.Bc tip theo cho cc ng vin c thu mt call center lchng trnh hun luyn, m h c tr tin tham d. N kthp vic hc lm th no gii quyt cc qu trnh c th chocng ti m cc cuc gi ca n h s phi nhn hay gi, v tham dci gi l lp trung ho ging ni. y l cc bui hc sut ngyvi mt thy gio ng vn chun b cho nhng ngi n mic thu che giu ging c st n ca h khi ni ting Anhv thay chng bng ging M, Canada, hay Anh - tu thuc vophn no ca th gii h s ni chuyn vi. Tht kh k l xem.27 32. 28 TH GII L PHNGLp m ti d ang hun luyn ni ging trung lp min gianc M. Cc hc sinh c yu cu c i c li mt on ngm n nht c thit k dy h lm th no lm mm m tca h v rung m r ca h. C gio ca h, mt thiu ph duyn dng c cha tm thngmc sari n truyn thng, chuyn sun s gia ging Anh, M,v Canada khi c c minh ho mt on c ngh ra nhnmnh ng m. C ni vi lp, Hy nh ngy u c ni vi ccem rng ngi M bt m tuh? Cc em bit, n nghe ging hunh m duh khng gin v sc nh m ca ngi Anh. Cho nnc s khng ni - y c ni gin v sc Betty bought a bitof better butter hay Insert a quarter in the metter. M c s ni - y ging c rt bng Insert a quarter in the meter hay Bettybought a bit of better butter. V th c s ch c cho cc em mtln, v sau chng ta cng c. c khng? Thirty little turtlesin a bottle of bottled water. A bottle of bottled water held thirtylittle turtles. It didnt matter that each turtle had to rattle a metalladle in order to get a little bit of noodles. c ri, ai s c u tin? c gio hi. Ri mi thnh vinca lp ln lt th ni cu kh c ny theo ging M. Mt vitrong s h t trong ln th u tin, v nhng ngi khc, ,hy ni tht rng bn s khng ngh rng h Kansas City nu htr li cuc gi ca bn gi n s hnh l tht lc ca hng Delta. Sau khi nghe h vp bi ng m ny mt na gi, ti hi c gionu c c mun ti cho h mt phin bn ch thc v ti xutthn t Minnesota, ngay gia min Trung-Ty, v vn ni gingnh ai t phim Fargo. Tt nhin, c ni. Th l ti c onsau: A bottle of bottled water held thirty little turtles. It didntmatter that each turtle had to rattle a metal ladle in order to get alittle bit of noodles, a total turtle delicacy The problem was thatthere were many turtle battles for less than oodles of noodles.Every time they thought about grappling with the haggler turtlestheir little turtle minds boggled and they only caught a little bit ofnoodles. Lp hc p li nng nhit. y l ln u tin t trc n giti c hoan h v c ging Minesota. Trn b mt, c ci g khng hp dn v tng khin ngi khc lm phng ging cah cnh tranh trn mt th gii phng. Nhng trc khi bn mit28 33. KHI TI CN ANG NG29th n, bn phi nm tri nhng a tr ny khao kht n th no thot khi mc thp ca tng lp trung lu v tin ln. Nu sai ging mt cht l ci gi h phi tr nhy mt bc ca chicthang, th nh vy thi - h ni.y l mt mi trng stress cao, Nilekani CEO ca Infosysni, ngi cng iu hnh mt call center ln. Hai mi bn[gi/ngy] trn by [ngy/tun]. Bn lm vic ban ngy, ri banm, ri sng hm sau. Nhng mi trng lm vic, ng nhnmnh, khng phi l s cng thng gy xa lnh. N l s cngthng ca s thnh cng. H i u vi cc thch thc v thnhcng, v i sng p lc cao. N khng phi l thch thc ca nilo lng v liu h c mt thch thc hay khng. chc chn l cm gic ti c c t ni chuyn vi nhiunhn vin call center trn sn. Ging nh bt c s bng n hini no, outsourcing thch thc cc chun mc v cch sng truynthng. Nhng nhng ngi n c gio dc b ngn li baonhiu nm bi c s ngho i v b my quan liu x hi chngha n mc nhiu trong s h c v sn sng hn chu nggi lm. V chng cn ni, d hn v tho mn hn nhiu i vih lm vic chm ch Bangalore hn l thi v lm mt khiu mi M. Trong th gii phng h c th li n , kimng lng t t, v khng phi xa gia nh, bn b, thc n, vvn ho. Sau khi cn nhc k lng, cc vic lm mi ny thc scho php h l n hn. Anney Unnikrishnan, mt gim cnhn s 24/7, ni, Ti hon thnh MBA v ti nh vit bithi GMAT (Graduate Management Admission Test) v vo i hcPurdue. Song ti khng th i v ti khng sc. Ti khngc tin cho vic . By gi ti c th, [song] ti thy c l ngnhcng nghip M n Bangalore v thc s ti khng cn sang. Ti c th lm vic cho mt cng ti a quc gia ngay y.Nh th ti vn c th n cm v sambar [mt mn n n truyn thng]. Anh bit, ti khng cn hc n x lch trn v thtb ngui. Ti vn tip tc vi thc n n ca mnh v vn lmvic cho mt cng ti a quc gia. V sao ti phi i M?Mc sng tng i cao m by gi c c th hng - chomt cn h nh v mt xe hi Bangalore l tt cho c M na.Khi ng quanh call center ca 24/7, bn thy tt c cc my tnhu chy Microsoft Windows. Cc chip do Intel thit k. in thoi 29 34. 30 TH GII L PHNGth t Lucent. My iu ho nhit ca Carrier, v ngay c ncng chai l ca Coke. Ngoi ra, 90 phn trm c phn trong 24/7l do cc nh u t Hoa K s hu. iu ny gii thch v sao, tuyHoa K mt mt s vic lm dch v cho n trong cc nmva qua, tng xut khu t cc cng ti c c s M hng ho vdch v - sang n tng t 2,5 t $ nm 1990 ln 5 t $ nm2003. Nh th ngay c vi outsourcing mt s vic lm dch v tHoa K sang n , nn kinh t tng ln ca n to ra cu chonhiu hng ho v dch v M hn.Ci i vng, s quay tr li.Chn nm trc, khi Nht Bn vt M trong ngnh t, ti vit mt ct bo v chi tr chi my tnh v a l CarmenSandiego u trn Th gii? vi con gi chn tui ca ti, Orly.Ti th gip n bng cho n mt manh mi bng gi rngCarmen sang Detroit, v th ti hi n, t c sn xut u? V ngay lp tc n tr li, Nht Bn.i!Th y, ti nh li cu chuyn trong khi thm GlobalEdge, mt hng thit k phn mm n Bangalore. Gim ctip th ca cng ti, Rajesh Rao, bo ti ng va c mt cuc gilnh nht n Ph Tng gim c k thut ca mt cng ti M, thnh trng khua ching vic kinh doanh. Ngay sau khi ng Rao tgii thiu mnh nh gi t mt hng phn mm n , ngi iuhnh M ni vi ng, Namaste, li cho ph bin ting Hindi.ng Rao ni, Vi nm trc chng ai M mun ni chuyn vichng ti. By gi h ho hc. V mt vi ngi thm ch cnbit cho th no theo kiu Hindu. Cho nn by gi ti t hi: Numt ngy no ti c mt a chu gi, v bo n ti i n ,n s bo, ng i, c phi l ni phn mm bt ngun?Khng, vn cha phi, chu yu. Mi sn phm mi - t phnmm n dng - tri qua mt chu k bt u vi nghin cu cbn, ri nghin cu ng dng, ri thi k p , ri pht trin, ri thnghim, ri sn xut, ri trin khai, ri h tr, ri n m rng kthut ci tin. Mi trong cc pha ny c chuyn mn ho vn nht, v c n v Trung Quc ln Nga u khng c khilng ti hn v ti nng c th qun l ton b chu k sn phm30 35. KHI TI CN ANG NG31cho mt cng ti a quc gia M ln. Song cc nc ny ang phttrin u n nng lc nghin cu v pht trin ca h qun lngy cng nhiu cc pha ny. Khi iu tip tc, chng ta thc ss thy phn u ca ci m Satyam Cherukuri ca Sarnoff, mthng nghin cu v pht trin M, gi l s ton cu ho v imi v s kt thc ca m hnh c ca mt cng ti a quc gia Mhay chu u n c gii quyt mi yu t ca chu k pht trinsn phm t ngun lc ring ca n. Ngy cng nhiu cng ti Mv chu u outsourcing ng k cc nhim v nghin cu v phttrin cho n , Nga, v Trung Quc.Theo cc IT chnh ph bang Karnataka, m Bangalore , ccn v n ca Cisco Systems, Intel, IBM, Texas Instruments vGE 1.000 n xin cp bng sng ch vi Cc Sng ch M.Ring Texas Instruments c cp 225 bng sng ch M cho hotng n ca n. i Intel Bangalore ang pht trin ccchip vi x l cho cng ngh khng dy di rng tc cao, tungra nm 2006, cc IT Karnataka ni, trong mt tuyn b a racui nm 2004, v Trung tm Cng ngh John F. Welch ca GE Bangalore, cc k s ang pht trin cc tng mi cho ng cmy bay, cc h thng giao thng v ngnh nha. Thc vy, quanhiu nm GE thng xuyn chuyn cc k s n lm viccho n M quay li n tch hp ton b n lc nghin cuton cu ca n. By gi GE thm ch c nhng ngi phi n n Bangalore. Vivek Paul l tng gim c Wipro Technologies,mt cng ti khc ca cc cng ti cng ngh tinh tu ca n ,song ng t c s Silicon Valley cho gn cc khch hng M caWipro. Trc khi n Wipro, Paul qun l kinh doanh my qutCT ca GE Milwaukee. Lc ng c mt ng nghip Phpqun l kinh doanh my pht in ca GE cho cc my qut Php.Ti gp anh ta trn my bay mi y, Paul ni, v anh ta boti anh ta chuyn sang n cm u vic nghin cu nnglng cao ca GE .Ti bo Vitek rng ti thch nghe mt ngi n tng cmu vic kinh doanh CT ca GE Milwaukee nhng by gi iuhnh kinh doanh t vn ca Wipro Silicon Valley ni cho ti vmt cu ng nghip Php chuyn sang Bangalore lm viccho GE. l mt th gii phng.31 36. 32TH GII L PHNGMi khi ti ngh mnh tm thy vic lm cui cng, kh hiu nht c th c outsource cho Bangalore, ti pht hin ramt vic lm mi. Bn ti Vivek Kulkarni tng cm u mt cquan chnh ph Bangalore chu trch nhim v thu ht u tton cu cng ngh cao. Sau khi ri chc v nm 2003, ngkhi ng mt cng ti gi l B2K, vi mt b phn gi lBrickwork [Xy Gch], n cho cho cc nh iu hnh ton cubn rn tr l c nhn ring ca h n . Gi s bn iu hnhmt cng ti v c mi ni chuyn v trnh by bng PowerPointhai ngy na. Tr l iu hnh t xa ca bn n , doBrickwork cung cp, s lm mi vic tm kim cho bn, son bitrnh by PowerPoint, v e-mail ton b cho bn vo ban m saocho n trn bn bn ngy bn phi trnh by.Bn c th giao vic cho tr l iu hnh t xa ca mnh khi bnri c quan vo cui ngy Thnh ph New York, v vic s snsng cho bn sng hm sau, Kulkarni gii thch. Bi v thi gianchnh lch vi n , h c th lm vic c giao khi bn ng va li cho bn vo bui sng. Kulkarni gi ti thu mt tr l txa n lm tt c vic tm kim cho cun sch ny. Anhhay ch ta cng gip anh theo kp vi ci anh mun c. Khi anhthc dy, anh s thy tm tt y trong in-box ca anh. (Tibo ng ta khng ai c th gii hn tr l lu i ca ti, MayaGorman, ngi ngi cch xa mi bc!).C mt tr l iu hnh t xa tn khong 1.500 n 2.000 $ mtthng, v cn c v qu nhng ngi tt nghip i hc n mt Brickwork c th tuyn, nng lc tr tu m bn c th thudollar ly dollar l ng k. Nh ti liu qung co ca Brickworkni, Qu ti nng ca n to cho cc cng ti tip cn n mtdi ph rng ca nhng ngi c trnh cao. Bn cnh nhngngi mi tt nghip i hc, khong 2,5 triu mi nm, nhiungi ni tr c trnh cng tham gia th trng vic lm. Cctrng kinh doanh n , n ni thm, to ra khong tm michn ngn MBA mi nm.Chng ti c s p ng tuyt vi, Kulkarni ni, t cc khchhng n t hai lnh vc chnh. Mt l cc nh t vn chm sc sckho M, thng cn tnh ton rt nhiu s liu v tho cc trnhby PowerPoint. Th hai, ng ni, l cc ngn hng u t v cc 32 37. KHI TI CN ANG NG 33cng ti dch v ti chnh M, thng cn chun b cc sch mngbng long vi cc th minh ho li ch ca mt IPO (ra nimyt trn th trng chng khon) hay mt xut st nhp. Trongtrng hp st nhp, Brickwork s chun b cc on ca bo co cp n cc iu kin v xu hng th trng chung, ni phnln nghin cu c th lm lt c t Web v tm tt mt dngchun. nh gi v nh gi thng v ra sao l vic ca bn thncc nh ngn hng u t. Kulkarni ni. Chng ti lm cng viccht lng thp, v h s lm cc vic cn s nh gi ph phn vkinh nghim, st vi th trng. i ca ng tham gia cng nhiud n, h tch c cng nhiu tri thc. Kulkarni ni, h cng ykht vng gii vn cao hn. tng l hc lin tc. Bnlun tham gia mt k thi. Khng c kt thc i vi vic hc Khng c gii hn thc s i vi ci c th c lm bi ai .Khng ging Columbus, ti khng dng vi n . Sau khi v nh, ti quyt nh tip tc thm him phng ng tmnhiu du hiu hn v th gii l phng. V th sau n , ti mauchng i Tokyo, ni ti c c hi phng vn Kenichi Ohmae,nguyn l nh t vn huyn thoi ca McKinsey & Company Nht Bn. Ohmae ri McKinsey v lp ra doanh nghip ringca mnh, Ohmae & Associates. V h lm g? Khng cn lm tvn na, Ohmae gii thch. By gi ng i tin phong trong n lc outsource cc vic lm cht lng thp cho cc call center vcc nh cung cp dch v ni ting Nht Trung Quc. ng nig? ti hi. Sang Trung Quc? Chng phi mt thi ngi Nht thuc a ho Trung Quc, li v rt kh chu trong mingngi Trung Quc?Th y, phi, Ohmae ni, nhng ng gii thch rng ngi Nhtcng li mt s ng ngi ni ting Nht nhng ngi duytr mt phn vn ho Nht, t sushi n karaoke, bc TrungQuc, c bit quanh thnh ph cng ng bc i Lin. i viNht Bn i Lin tr thnh ci m Bangalore tr thnh ivi M v cc nc ni ting Anh khc: trung tm outsourcing.Ngi Trung Quc c th khng bao gi tha th cho Nht Bn vci n lm i vi Trung Quc trong th k trc, nhng ngiTrung Quc ht sc tp trung vo vic lnh o th gii trong th 33 38. 34TH GII L PHNGk tip n mc h sn sng xem li ting Nht ca h v m nhnmi vic Nht Bn c th outsource.Vic tuyn m l kh d, Ohmae ni u nm 2004. Khongmt phn ba dn s vng ny [quanh i Lin] hc ting Nhtnh sinh ng th hai trng trung hc. Cho nn tt c cc cng tiNht ny u tham gia. Cng ti ca Ohmae ch yu vo s liu Trung Quc, ni cc cng nhn Trung Quc ly cc t liu vit tayting Nht, c qut, fax, hay c e-mail t Nht Bn sang iLin, v sau g chng vo mt c s d liu s bng k t Nht.Cng ti ca Ohmae pht trin mt phn mm ly d liu phinhp v b n thnh cc gi. Cc gi ny sau c th cchuyn quanh Trung Quc hay Nht Bn nh my, tu thucvo chuyn mn cn phi c, v sau c ghp li c s dliu ca cng ti ti hi s ca n Tokyo. Chng ti c kh nngphn cng vic lm cho c nhn ngi am hiu v lnh vc giinht. Cng ti ca Ohmae thm ch cn c hp ng vi hn bymi ngn b ni tr, mt s trong s h l chuyn gia v cc thutng y hc hay lut, vo s liu nh. Hng mi y m rngsang thit k vi s tr gip ca my tnh cho mt cng ti nh Nht Bn. Khi bn thng lng vi khch hng Nht Bn xy mt cn nh, ng gii thch, bn s phc ho s mt bng- hu ht cc cng ti ny khng dng my tnh. Cho nn cc s v tay c chuyn bng in t sang Trung Quc, ni chng cbin i thnh cc bn thit k s, sau c e-mail li cho hngxy dng Nht, bin chng thnh cc bn k hoch xy dng.Chng ti kim cc nh nhp liu Trung Quc c thnh tch ttnht, Ohmae ni, v by gi h x l nhiu nh mt ngy.Ngi Trung Quc lm ho my tnh cho cc cn nh Nht,gn by mi nm sau khi qun i Nht tham tn chim ngTrung Quc, ph tri nhiu nh ang xy. C l c hi vng cho thgii phng ny T i phi trc tip xem i Lin, Bangalore ny ca Trung Quc,cho nn ti tip tc i quanh phng ng. i Lin uy nghikhng ch cho mt thnh ph Trung Quc. Vi cc i l rng ri,khng gian xanh ti p, v mi lin h ca cc trng i hc,cc cao ng k thut, v cng vin phn mm s ca n, i34 39. KHI TI CN ANG NG35Lin c th ni bt Silicon Valley. Ti y nm 1998, nhng c rt nhiu cao c mi t khi khin ti khng nhn ra v tr.i Lin, nm ng bc cch Bc Kinh khong mt gi bay,tng trng cho hu ht cc thnh ph hin i ca Trung Quc v vn cn rt nhiu thnh ph khn kh, lc hu- chp ly vickinh doanh nh cc trung tm tri thc nhanh th no, ch khngch nh cc trung tm sn xut. Cc bng hiu trn cc cao c niton b cu chuyn: GE, Microsoft, Dell, SAP, HP, Sony, vAccenture - tt c u c cng vic hu trng lm y h trhot ng chu ca h, cng nh nghin cu v pht trin phnmm mi.V gn Nht Bn v Hn Quc, cch mi nc ch khong mtgi bay, s lng ln ngi ni ting Nht, bng thng Internet dd, v nhiu bi xe v mt sn golf tm c th gii ca n (tt cu hp dn cc lao ng tri thc), i Lin tr thnh ni hpdn outsourcing Nht. Cc hng Nht c th thu ba k s phnmm Trung Quc vi gi ca mt Nht Bn v vn cn tin l tr c phng y nhn vin call center (lng khi im 90 $ mtthng). Khng ngc nhin rng khong hai ngn by trm cng tiNht c hot ng y hay kt hp vi cc i tc TrungQuc.Ti a nhiu ngi M n i Lin, v h u kinh ngcv nn kinh t Trung Quc pht trin nhanh ra sao trong lnh vccng ngh cao ny, Win Liu, gim c d n U.S./EU cho DHC,mt trong cc hng phn mm cy nh l vn ln nht ca iLin, m rng t ba mi ln mt ngn hai trm nhn vin trongsu nm, ni vy. Ngi M khng nhn ra thch thc mc hphi [nhn ra] .Th trng nng ng ca i Lin, Xia Deren, bn mi chntui, nguyn hiu trng mt trng cao ng. (i vi mt hthng Cng sn c on, Trung Quc lm mt vic rt tt vct nhc ngi theo cng trng. Vn ho Quan li trng dng tinng [Mandarin meritocratic] vn n rt su y). Xong ba nti mi mn truyn thng mt khch sn a phng, th trngbo ti i Lin tin xa th no v ng mun dn n ti u.Chng ti c hai mi hai trng i hc v cao ng vi hn haitrm ngn sinh vin i Lin, ng gii thch. Hn na s sinhvin tt nghip c bng k thut hay khoa hc, v ngay c nhng 35 40. 36TH GII L PHNGngi khng [c bng ], nhng ngi hc lch s hay vn hc,vn c bo hc mt nm ting Nht hay ting Anh, cng vikhoa hc my tnh, sao cho h c th dng c. Th trng clng hn na dn c i Lin c truy cp Internet c quan, nh, hay trng.Ban u cc cng ti Nht Bn khi ng mt s ngnh x l dliu y, th trng ni thm, v vi vic ny nh c s bygi h chuyn sang R & D v pht trin phn mm Trong mthay hai nm qua, cc cng ti phn mm M cng c n lc no chuyn outsourcing phn mm t Hoa K sang thnh ph chngti Chng ti tin gn v bt kp nhng ngi n . Xut khuphn mm [t i Lin] tng 50 phn trm mi nm. V TrungQuc hin nay tr thnh nc to ra s lng ngi tt nghip ihc ln nht. Tuy nhn chung ting Anh ca chng ti khng cthng tho nh ca ngi n , chng ti c dn s ln hn, [vth] chng ti c th chn ra cc sinh vin thng minh nht nhngngi c th ni ting Anh gii nht.Ngi dn i Lin c kh chu khng khi lm vic cho ngiNht, m chnh ph ca h vn cha bao gi xin li chnh thc vci chnh ph Nht Bn thi chin tranh lm vi Trung Quc?Chng ti s khng bao gi qun rng mt cuc chin tranh lchs xy ra gia hai quc gia, ng tr li, nhng khi ni v lnhvc kinh t, chng ti ch tp trung vo cc vn kinh t- c bitnu chng ti ni v kinh doanh outsourcing phn mm. Nu cccng ti M v Nht lm sn phm ca h thnh ph chng ti,chng ti coi l mt vic tt. Nhng a tr ca chng ti chc ting Nht, lm ch cng c ny sao cho h c th cnhtranh vi cc i tc Nht Bn ca h ginh c cc v trlng cao cho bn thn h trong tng lai.Th trng sau ni thm vo, Cm gic ring ca ti l l trTrung Quc c tham vng hn thanh nin Nht hay M trong ccnm gn y, song ti khng ngh h c tham vng , v h khngc kht vng nh th h chng ti. V th h chng ti, trc khivo i hc hay cao ng, b a i cc vng nng thn xa xi vcc nh my v cc i qun s, v tri qua mt thi k rt khcnghit, nn v mt tinh thn khc phc v i mt vi kh khn,[th h chng ti phi c nhiu kht vng] hn l tr by gi. 36 41. KHI TI CN ANG NG 37Th trng Xia c mt cch trc tip quyn r m t th gii,v tuy mt s iu ng ni b tht lc do phin dch, ng hiu n v ngi M cng phi [hiu]: Quy tc ca nn kinh t th trng,quan chc Cng sn ny gii thch cho ti, l nu u cngun nhn lc phong ph nht v lao ng r nht, tt nhin ccdoanh nghip v cc hng s t nhin i n . V sn xut, ngch ra, u tin ngi Trung Quc l ngi lm cng v lm chocc nh sn xut ln nc ngoi, sau nhiu nm, sau khi chng ti hc c tt c cc quy trnh v cc bc, chng ti c th khing cc hng ring ca mnh. Phn mm s theo cng ng u tin chng ti s phi nhng ngi nc ngoi thu ccthanh nin ca chng ti, v sau chng ti s khi ng cccng ti ring ca mnh. Ging nh xy dng mt cao c. Ngy nay,Hoa K, cc bn l nhng ngi thit k, cc kin trc s, v ccnc ang pht trin l cc th n cho cc cao c. Nhng mt ngyno ti hi vng chng ti s l cc kin trc s.Ti va mi tip tc khm ph ng v ty. Vo ma h 2004, ti i ngh Colorado. Ti nghe v hng hng khng gi rny c gi l JetBlue, khai trng nm 1999. Ti khng c tng no v h hot ng u, nhng ti cn bay giaWashington v Atlanta, v khng th hon ton c c gi bay timun, cho nn ti quyt nh gi JetBlue v xem chnh xc h bay u. Ti th nhn mnh c mt ng c khc. Ti nghe lJetBlue outsource ton b h thng gi ch ca n cho cc bni tr Utah, v ti mun kim tra vic ny. Cho nn ti gi hthng gi ch ca JetBlue v c i thoi sau vi ngi i l:Al, y l Dolly, ti c th gip ng? mt ging nh ca btr li cho chu.Vng, ti mun bay t Washington i Atlanta, ti ni. Hngc bay ng y khng ?Khng, ti rt tic chng ti khng. Chng ti bay tWashington i Ft. Lauderdale, Dolly ni.Th cn Washington i New York City? ti hi.Khng, ti rt tic chng ti khng bay ng . Chng ti cbay t Washington n Oakland v Long Beach, Dolly ni.37 42. 38 TH GII L PHNGB i, ti c th hi b vic ny? Tht s b nh ? Ti cthy cc i l ca JetBlue ch lm vic nh.Vng, ng vy, Dolly ni vi ging vui v nht. (Mun hnti xc minh vi JetBlue rng h tn y ca b l Dolly Baker).Ti ngi trong vn phng ca mnh lu trn trong nh ca ti,nhn ra ca s thy tri nng p. ng nm pht trc ai gi v hi ti cng cu hi y v ti bo h v h ni, Tt, tingh b s bo ti l b New Delhi.B sng u? ti hi.Salt Lake City, Utah, Dolly ni. Chng ti c ngi nh haitng, v ti thch lm vic y, c bit vo ma ng khi tuytxoy tt v ti trn ny trong vn phng nh.Lm th no b c mt vic lm nh vy? ti hi.Anh bit y, h khng qung co, Dolly ni vi ging ngtngo nht c th. Tt c l do truyn ming. Ti lm vic chochnh ph bang v ti v hu, v [sau mt thi gian] ti ngh tiphi lm vic g khc v ng ti thch n.David Neeleman, ngi sng lp v CEO ca JetBlue AirwaysCorp., ni ting v tt c vic ny. ng gi n l homesourcing-thu lm nh. JetBlue by gi c bn trm i l gi ch, gingDolly, lm vic nh vng Salt Lake City, ly vic t ch - giachng trng tr con, tp luyn, vit tiu thuyt, v nu n ti.Vi thng sau ti n thm Needleman ti hi s ca JetBlue New York, v ng gii thch cho ti nhng u im cahomesourcing, m ng thc s khi u Morris Air, vic u tmo him u tin ca ng vo kinh doanh hng khng. (N cSothwest mua li). Chng ti c 250 ngi nh ca h lm vicgi ch ti Morris Air, Needleman ni. H c nng sut hn 30phn trm - h bn v c nhiu hn 30 phn trm, chnh do hthy hnh phc hn. H trung thnh hn v t mt mi hn. Chonn khi ti khi ng JetBlue, ti ni, Chng ta s c 100 phntrm gi ch nh.Needleman c mt l do c nhn mun lm vic ny. ng lngi [theo gio phi] Mormon v tin rng x hi s khm kh hnnu nhiu b m hn c th nh vi cc con tr ca mnh nhngng thi c c hi l ngi n lng. Cho nn ng t c s hthng gi ch ti gia ca ng Salt Lake City, ni tuyt i a sph n theo phi Mormon v nhiu ngi l cc b m nh.38 43. KHI TI CN ANG NG39Nhng ngi gi ch ti gia lm vic hai mi lm gi mt tun vphi vo vn phng khu vc ca JetBlue Salt Lake City bn gimt thng hc cc k nng mi v c cp nht v ci g xyra bn trong cng ti.Chng ti s khng bao gi outsource sang n , Needlemanni. Cht lng m chng ti c th c c y l tt hn rtnhiu [Nhng ngi s dng lao ng] mun outsource sang n hn l cho cc gia nh ca chnh h, v ti khng th hiu iu. Khng hiu sao h li ngh rng cn phi t ngi ta ngitrc h hay sp no m h b nhim. Nng sut chng tic y nhiu hn thnh phn cho nhn t [lng] n .Mt bi bo ca Los Angeles Times v JetBlue (9-5-2004) lu rng nm 1997, 11,6 triu nhn vin ca cc cng ti M lm vict nh t nht mt phn thi gian. Ngy nay con s ny tng vtln 23,5 triu 16% lc lng lao ng M. (Trong lc , i ngca nhng ngi t lm ch, nhng ngi thng lm vic nh, phnh ln 23,4 triu t 18 triu trong cng thi k). Trong conmt ca mt s ngi, homesourcing v outsourcing khng phi lcc chin lc cnh tranh nhau m chng l nhng biu l cacng th: mt s thc y tn nhn bi corporate America [ncM nh mt cng ti] gim chi ph v tng hiu qu, bt c uiu c th dn n. chnh xc l ci ti hc c trong cc chuyn du hnh cati: Homesourcing sang Salt Lake City v outsourcing sangBangalore ch l cc mt ca cng ng xu sourcing. V th mi,mi, ti cng hc c, l mc theo ngy nay l c th chocc cng ti v cc c nhn source vic lm bt c u.T i c tip tc di chuyn. Ma thu 2004, ti i theo ch tch BTng Tham mu Lin qun, Tng Richard Myers, trong mtcuc kinh l cc im nng Iraq. Chng ti thm Baghdad, tnghnh dinh qun s M Fallujah, v n v Vin Chinh Lnh Thunh B (MEU) th 24 bn ngoi Babil, trung tm ca ci gi lTam gic Sunni ca Iraq. Cn c MEU th 24 tm thi l mt loiCng s [ca ngi] Apache, gia dn c Hi gio Sunni Iraqkh th ch. Trong khi Tng Myers ang gp cc s quan v ccbinh nh , ti c t do lang thang quanh cn c, v cui cng39 44. 40TH GII L PHNGti th thn vo trung tm ch huy, ni mt ti cht thy mt mnhnh TV phng. Trn mn hnh c truyn trc tip ci c v nhn t loi camera no trn cao. N cho thy mt s ngi dichuyn quanh sau mt cn nh. Cng trn mn hnh, dc bn phi,l mt chat room thng ip tc thi [instant-messaging ] tch cc,c v nh tho lun cnh trn TV.Ci g ? ti hi anh lnh theo di cn thn tt c cc nh tmt my xch tay. Anh ta gii thch rng mt Predator drone M -mt my bay khng ngi li nh vi camera TV cng sut cao ang bay trn mt lng Iraq, trong khu vc hot ng ca MEU th24, v truyn cc nh tnh bo thi gian thc v my xch tay caanh ta v v mn hnh phng ny. My bay khng ngi li nythc s bay v c iu khin bi mt chuyn gia ngi CnC Khng Qun Nellis Las Vegas, Nevada. ng th, my baykhng ngi li trn [bu tri] Iraq thc s c iu khin t xat Las Vegas. Trong khi , cc nh video m n pht v cMEU th 24, tng hnh dinh Ch huy Trung Tm Hoa K Tampa,tng hnh dinh khu vc CentCom Quatar, Lu Nm Gc, v c lCIA, theo di ng thi. Cc nh phn tch khc nhau quanh thgii tin hnh chat trc tuyn v din gii th no ci ang xyra v phi lm g vi n. Chnh cuc ni chuyn ca h l ci cunxung bn phi mn hnh.Trc khi ti c th thm ch biu l s kinh ngc ca mnh, mts quan khc i cng chng ti lm ti sng st khi ni rngcng ngh ny lm phng h thng th bc qun s - bng chonhiu thng tin n vy cho s quan cp thp, hay thm ch chobinh nh, ngi ang cho my tnh hot ng, v trao quyn choanh ta ra cc quyt nh v thng tin anh ta thu thp. Trong khiti tin chc rng khng trung u no s c php khai ho mkhng hi kin cp trn, ngy m ch c cc s quan cp cao cbc tranh ln qua ri. Sn chi qun s c lm bng.Ti k chuyn ny cho bn ti Nick Burns, i s Hoa K NATO v mt thnh vin trung thnh ca Red Sox Nation [cu lcb ngi hm m hi bng chy Red Sox- Tt ]. Nick bo tianh ta tng hnh dinh CentCom Quatar thng T 2004, cTng John Abizaid v ban tham mu ca ng ch dn. i caAbizaid ngi bn kia bn t Nick vi bn mn hnh phng TV ng sau h. Ba chic u tin c cc nh t cao do cc my bay40 45. KHI TI CN ANG NG41khng ngi li Predator truyn tip v t cc qun khu khc nhauca Iraq trong thi gian thc. Mn hnh cui, m Nick tp trungvo, ang chiu mt trn Yankees-Red Sox.Trn mt mn hnh l Pedro Martinez i li Derek Jeter, v trnba mn hnh khc l cc tay Jihadist i li S on C ng sMt (First Cavalry).MN THT BM PHNG V THT CHINTi c di chuyn - sut l trnh quay li nh mnh Bethesda, Maryland. Vo lc ti ngi thoi mi nh mnh sau hnhtrnh ny n ra tri t, u ti quay cung. Nhng ngay khi tiv nh nhiu du hiu v s lm phng n g ca ti hn. Mt sn dng cc tin chnh gy cng thng cho bt c cha m no lolng v con ci tui trung hc ca h s hp vo u. Th d,Forrester Research, Inc., tin on hn 3 triu vic lm dch vv chuyn mn s di chuyn khi t nc vo nm 2015. Nhngti thc s h hc mm kinh ngc khi c mt bi bo tInternational Herald Tribune ngy 19-7-2004 c u : MunCc mn Tht Chin Vi Outsourcing?i xa khi ng Cao Tc 55 Gia cc bang Hoa K gn CapeGirardeau, Missouri, v r vo ln li-thng [ mua (v, hng) mkhng cn xung xe] ca mt qun McDonalds st ng cao tcv bn c dch v nhanh, thn thin, cho d ngi ly n hng cabn khng trong qun n hay thm ch Missouri, bi bovit. Ngi ly n hng l mt call center Colorado Springs,cch xa hn 900 dm, hay 1.450 kilomet, c ni vi khch hngv vi nhng ngi lao ng chun b thc n bng cc ng dliu tc cao. Ngay c mt s vic lm nh hng n, c v, khngmin khi outsourcing.Ch tim n Cape Girardeau, Shannon Davis, kt ni n vba trong 12 qun c quyn kinh tiu McDonalds ca ng vi callcenter Colorado, c vn hnh bi mt ngi c c quynkinh tiu khc ca McDonalds, Steven Bigari. V ng lm vic v cng cc l do m cc ch doanh nghip khc nm ly cc callcenter: cc chi ph thp hn, tc nhanh hn v t sai st hn.41 46. 42TH GII L PHNGCc ng truyn thng r, nhanh v tin cy cho php nhngngi nhn thc n Colorado Springs tr chuyn vi cc khchhng Missouri, chp mt nh in t nhanh v h, hin th thcn ca h trn mt mn hnh nhm m bo rng n ng, ri gin hng v nh n bp ca tim n. nh c hu ngay khi thcn c hon tt, Bigari ni. Ngi dn mua mn tht bm camnh chng bao gi bit n hng ca h i ngang hai bang v btli trc khi h c th thm ch li xe n ca s ly thc n.Davis ni rng anh m lm ci g ging th ny trong hnmt thp nin. Chng ti khng th i i theo n, anh nithm. Bigari, ngi lp ra call center cho cc tim n ring camnh, vui v gip ly mt khon ph nh cho mi giao dch.Bi bo lu l Cng ti McDonalds ni thy tng call centerl l th khi ng mt th nghim vi ba ca hng gn tnghnh dinh Oak Brook, Illinois, vi phn mm khc vi phn mmBigari dng. Jim Sappington, mt ph ch tch ca McDonaldsv IT, ni rng cn qu, qu sm ni nu tng call centerc th hot ng cho qua mi ba ngn tim n McDonalds Hoa K Tuy nhin, nhng ngi c kinh tiu ca hai tim nMcDonalds khc, ngoi ca Davis, outsource vic ly n hngli-thng ca h cho Bigari Colorado Springs. (Hai tim khc Brainerd, Minnesota, v Norwood, Massachusetts). Ci chnh chothnh cng ca h thng, Bigari ni, l cch n sng i nh cakhch hng vi n hng ca h; bng tng s chnh xc, h thngct gim s cc khiu ni v v th khin vic phc v nhanh hn.Trong kinh doanh thc n nhanh, thi gian thc s l tin: ct thmch nm giy khi thi gian x l mt n hng l ng k, bi bolu . Bigari ni anh ct ngn thi gian t hng trong cc cahiu hai ln li-thng ca anh hn 30 giy mt cht, xung trungbnh cn khong 1 pht 5 giy. t hn mt na thi gian trung bnh2 pht 36 giy, cho tt c cc tim McDonalds, gia cc timnhanh nht trong nc, theo QSRweb.com, trang theo di nhngvic nh vy. Cc tim li-thng ca anh hin nay phc v 260 xemt gi, Bigari ni, 30 phn trm nhiu hn chng t trc khianh khi ng call center Tuy cc nh iu hnh ca anh kim,trung bnh, c 40 cent mt gi cao hn cc nhn vin tuyn caanh, anh ct tng chi ph lao ng ca mnh c mt imphn trm, ngay c khi lng bn hng li-thng tng ln Cc42 47. KHI TI CN ANG NG 43trc nghim c tin hnh bn ngoi cc cng ti cho thy cc timli-thng ca Bigari hin nay c li t hn 2 phn trm ca tt ccc n hng, xung t khong 4 phn trm trc khi anh bt us dng cc call center, Bigari ni.Bigari say m tng call center n mc, bi bo nhn xt,anh m rng n qu ca s li-thng by tim n ca anh cdng h thng. Trong khi anh vn cho dch v quy cc tim n, hu ht khch hng by gi t hng qua call center, dng inthoi vi my c th tn dng trn cc bn trong khu vc ngi.Mt s du hiu v lm phng m ti bt gp nh, tuy vy, chng lin quan g n kinh t hc. Ngy 3-10-2004, ti xuthin trn chng trnh bui sng Tin Ch nht ca CBS, i mtvi Quc gia, do phng vin k cu ca CBS Bob Schieffer dn.CBS ln tin rt nhiu trong cc tun trc bi v phng s 60Pht ca Dan Rather v s phc v cc V binh Quc gia Khngqun ca Tng thng George W. Bush ho ra l da vo cc ti liugi. Sau chng trnh Ch nht , Schieffer k rng th l qucnht xy ra vi ng ta vo tun trc. Khi ng bc ra khi studioca CBS, mt phng vin tr i ng va h. y khng h lthng, bi v nh vi tt c cc chng trnh sng Ch nht, ccmng tin ln CBS, NBC, ABC, CNN, v Fox lun c ngin cc studio ca nhau chp cc cuc phng vn vi cc khchmi. Nhng g tr ny, Schieffer gii thch, khng t mt mngchnh no. Anh ta lch s gii thiu mnh l phng vin ca mtWeb site gi l InDC Journal v hi liu anh ta c th hi Schieffervi cu hi. Schieffer, do l mt tay lch s, ni chc chn. G trphng vn ng ta vi mt dng c m Schieffer khng nhn ra vsau hi nu anh ta c th chp nh ng. nh ? Schieffer thyg tr khng c my nh. Anh ta chng cn my nh. Anh ta quaymy in thoi di ng ca mnh v nhy mt nh ca Schieffer.V th sng hm sau ti n v ng vo trang Web site ny vnh ca ti vi bi phng vn v c ri ba trm bnh lunv n, Schieffer ni, ng, tuy bit rt k ngh bo trc tuyn, tuyth vn sng st v cch nhanh khng th tin ni, r tin, v nc m g tr ny lm cho mnh c bit n [a mnh lnnh sng].43 48. 44TH GII L PHNGCu chuyn ny lm ti t m, cho nn ti ln ra g tr ny tInDC Journal. Tn anh ta l Bill Ardolino, v anh l g rt chu o.Ti tin hnh phng vn ring ca mnh vi anh ta trc tuyn lmsao khc c? v bt u bng hi v thit b anh dng vi tcch mt mng/bo mt-ngi.Ti dng mt my chi MP3/ghi m nh xu (ba inch ri vhai inch [~8,9 x 5 cm]) ghi m, v mt my nh in thoi snh ring chp nh ng ta, Ardolino ni. Khng hon ton gitnh nh chic my mt-trong-tt-c in thoi/my nh/my ghim (hin c bn), nhng du sao i na l mt s by t v tnhph bin khp ni v s thu nh ca cng ngh. Ti mang thit bny i khp D.C. mi lc bi v, ny, ai bit c. Ci c l gyhong ht hn l Mr. Schieffer quyt nh tr li nhanh th no,sau khi b ngi l no nhy b vo vi cc cu hi phng vn.ng lm ti rt ngc nhin thch th.Ardolino ni my chi MP3 tn khong 125 $. N ch yu cthit k chi nhc, anh gii thch, song cng c ng gisn nh mt my ghi m s to cc file m thanh WAV c th tic ln my tnh V c bn, ti c th ni rng hng ro bc vo lm bo cn thit b cm tay, ghi m c bit, [by gi]khong 100-200 $ n 300 $ nu anh mun thm mt my nh, 400$ n 500 $ cho mt chic my ghi m rt xinh v mt my nhtht xinh. [Nhng] 200 $ l tt c ci anh cn lm vic.Ci g thc y anh ta tr thnh mng tin tc ca ring mnh?Lm mt nh bo c lp l mt th ring xut pht t s thtvng ca ti v thng tin thin lch, khng y , c chn lc,v/hoc km ci do phng tin truyn thng ch o thu thp,Ardolino gii thch, anh din t mnh nh mt ngi t do trung-hu. Ngh lm bo t do v ngi b con ca n, blogging * , lbiu l ca cc lc lng th trng- mt nhu cu khng c ccngun thng tin hin ti tho mn. Ti bt u chp nh v lyphng vn v cc cuc mt ting ln chng chin tranh D.C., vcc phng tin truyn thng bp mo th thin bn cht cacc nhm t chc cc cuc t hp - [nh] nhng ngi Marxistngoan c, nhng k ng h khng b r rng hay ngm ngm, v.v.Ti lc u chn dng hi hc nh mt cng c, nhng t ti*blogging ~ lm bo trn Web; xem blog trang sau 44 49. KHI TI CN ANG NG45 chuyn hng. Vng, ti c nhiu quyn lc hn, quyn lc a thng ip ca ti ra. Bi phng vn Schieffer thc t thu chai mi lm ngn ngi thm trong hai mi bn gi. Ngy caoim ca ti k t khi ti bt u l nm mi lm ngn khi tigip ph Rathergate Ti phng vn chuyn gia php y hngu trong cu chuyn V binh Quc gia ca Dan Rather, v cbit sau The Whashington Post, Chicago Sun-Times, Globe,NYT, v.v kim c ng, trong vng bn mi tm gi.Nhp thu thp v sa thng tin trong cu chuyn th bo gi CBS gy sng st, anh ta tip tc. N khng ch l CBS News gy b tc sau s tht, c th cho rng h khng th theokp mt i qun nhng ngi kim tra s thc tn tu. Tc vs ci m ca phng tin truyn thng l ci g vt xa quytrnh c Ti l mt gim c tip th hai mi chn tui [ngi]lun mun vit kim sng nhng cm ght sch dy phong cchAP. Nh Glenn Raynolds [mt] berblogger * thch ni, cc blog cho ngi dn mt c hi ngng la ht vo TV ca h v c mtting ni trong qu trnh. Ti ngh l chng c dng nh loi camt ng cp th nm hot ng cng vi cc phng tin truynthng ch o (thng mt n chng hay cp cho chng thngtin th) v hot ng tim tng nh mt h thng trang tri vit bov bnh lun cung cp mt phng tin mi t thnh cng.Ging nhiu mt ca ti m anh ni trong cun sch ca anh,c cc kha cnh tt v xu ca s pht trin. S v ra tng mnhca cc phng tin truyn thng gy ra nhiu s khng mch lchay nhn thc chn lc (hy xem s phn cc ca nc ta), nhngn cng phi tp trung ho quyn lc v to mt m bo tt hnrng s tht trn vn l u trong cc mnh.Trong bt c ngy cho trc no ta c th bt gp bt c s lngno ca cc cu chuyn, nh s bt gp gia Bob Schieffer v BillArdolino, ni cho chng ta rng cc h thng th bc c ang csan phng v sn chi c san bng. Nh Micah L. Sifry din tmt cch tinh t trong tp ch The Nation (22-11-2004): Thi ica hot ng chnh tr t trn xung ni cc cuc vn ng, ccnh ch v ngh lm bo l cc cng ng tch bit khi x hic chy bng t bn [vn] kh tch lu - qua ri. Ci g * Blog: t Weblog = xut bn trn c s Web; blogger ngi vit [bo trn] blog.ber, ting c = trn; berblogger ~ siu blogger.45 50. 46TH GII L PHNGhoang d hn, hp dn hn v v cng tho mn hn i vi cnhn nhng ngi tham gia ang xut hin k bn trt t c.Ti a ra s bt gp Schieffer-Ardolino ch nh mt th d v slm phng th gii xy ra nhanh hn n th no v lm thayi cc quy tc, cc vai tr, v cc quan h nhanh hn chng ta cth hnh dung. V tuy ti bit l mt li so rng, d sao i na tiphi ni: Bn vn cha thy g c. Nh ti trnh by t m chngtip, chng ta bc vo mt pha ni chng ta s thy s s ho, oho, v t ng ho mi th. Nhng li ch v nng sut s l ngkinh ngc i vi cc nc, cc cng ti, v cc c nhn c th hpthu cc cng c cng ngh mi. V chng ta ang bc vo mtpha ni nhiu ngi hn cha tng bao gi c trc y trong lchs th gii s c kh nng tip cn n cc cng c ny - vi tcch cc nh i mi sng to, nhng ngi cng tc, v, than i,c vi t cch nhng k khng b. Bn ni bn mun mt cuccch mng? Th y, cch mng thng tin thc s sp bt u. Tigi pha mi ny l Ton cu ho 3.0 bi v n tip theo Ton cuho 2.0, song ti ngh k nguyn ton cu ho mi ny s t ra lmt s khc bit v mc s c thy, theo thi gian, nh mts khc bit v loi. l l do v sao ti a ra tng rngth gii bin t trn thnh phng. mi ni bn hng v, cch thng th bc b thch thc t bn di hay t bin i t cccu trc trn xung [top-down] sang cc cu trc ngang v cng tchn.Ton cu ho l t chng ta tm ra m t quan h thay igia cc chnh ph v cc doanh nghip ln, David Rothkopf, mtcu quan chc cp cao ca B Thng mi trong chnh quynClinton v by gi l mt nh t vn chin lc t nhn, ni.Nhng ci ang xy ra ngy nay l mt hin tng rng hnnhiu, su sc hn nhiu. N khng n gin l v cc chnh ph,cc doanh nghip, v ngi dn giao thip ra sao, khng ch v cct chc tng tc th no, m l v s ni ln ca cc m hnh xhi, chnh tr, v kinh doanh hon ton mi. N l v cc th tcng n cc kha cnh su sc nht, thm cn c nht ca xhi thng n bn cht ca kh c x hi, Rothkopf ni thm.Ci g xy ra nu thc th chnh tr m bn khng cn tngng vi mt cng vic xy ra trn khng gian iu khin [khnggian o: cyberspace], hay khng cn thc s bao gm nhng ngi 46 51. KHI TI CN ANG NG 47lao ng cng tc vi nhng ngi lao ng khc cc x khcnhau ca a cu, hay khng cn thc s ly c cc sn phmc sn xut nhiu ch cng mt lc? Ai i iu tit cng vic?Ai nh thu n? Ai phi c li t cc khon thu ?Nu ti ng v s lm phng th gii, n s c nghi nh nhmt trong nhng thay i cn bn - ging nh s ni ln ca ccnh nc-quc gia [nation-state] hay Cch mng Cng nghip -mi trong s , thi n, Rothkopf lu , to ra nhng thayi v vai tr ca cc c nhn, vai tr v hnh thc ca cc chnhph, cch thc chng ta i mi, cch chng ta tin hnh kinhdoanh, vai tr ca ph n, cch chng ta tin hnh chin tranh,cch chng ta gio dc bn thn mnh, cch tn gio phn ng li,cch ngh thut biu l, cch khoa hc v nghin cu c tinhnh, khng nhc n cc nhn chnh tr m chng ta gn cho chnhmnh v cho cc i th ca chng ta. C cc im cht nht nhhay cc bc ngot trong lch s ln hn cc im khc bi vnhng thay i chng to ra l cc k su rng, nhiu kha cnh, vkh tin on vo lc no , Rothkopf ni.Nu vin cnh v s lm phng ny v tt c p lc, trc trc,v cc c hi i cng n- khin cho bn lo lng v tng lai, bnchng phi mt mnh v cng khng sai. Mi khi nn vn minh triqua mt trong nhng cuc cch mng cng ngh tn ph, gy trctrc ny nh vic a ra my in ca Gutenberg ton b th gii thay i theo nhng cch su sc. Nhng c ci g v s lmphng th gii s l khc v mt cht vi nhng thay i su sckhc nh vy: tc v b rng m n nm gi. Vic a my invo xy ra trong mt giai on hng thp k v trong thi giandi ch nh hng n mt phn nh ca hnh tinh. Cch mngCng nghip cng th. Qu trnh lm phng ny ang xy ra vitc thin lch [warp] v trc tip hay gin tip ng chm nrt nhiu ngi trn hnh tinh ngay lp tc. S chuyn i sang knguyn mi ny cng nhanh v cng rng, th cng c kh nngcho s hn lon, tri vi mt s chuyn giao quyn lc c trt t tnhng ngi thng c sang cho nhng ngi thng mi.Din t theo cch khc, nhng kinh nghim ca cc cng ti cngngh cao trong vi thp nin va qua cc cng ti tht bi loli qua nhng thay i nhanh do cc loi lc lng ny gy ra trnthng trng ca chng c th l mt li cnh co cho tt c cc47 52. 48TH GII L PHNGdoanh nghip, cc nh ch, cc nh nc quc gia hin gi angi mt vi nhng thay i khng th trnh c, thm ch c thtin on c ny, nhng thiu s lnh o, tnh uyn chuyn vtr tng tng thch nghi khng phi bi v h khng thngminh hay khng thc c, m bi v tc thay i n ginlm h chong ngp khng chng li c.V l v sao thch thc to ln i vi thi i chng ta s lhp thu nhng thay i ny theo cch sao cho khng bp ngidn m cng khng h li ng sau. Chng ci no trong nhngci ny s l d. Nhng l nhim v ca chng ta. N chc chnxy ra v khng th trnh c. Chnh tham vng ca cun schny l xut mt khung kh suy ngh th no v n v iukhin n cho li ch ti a ca chng ta.Ti chia s vi bn trong chng ny lm th no c nhn ti pht hin ra rng th gii l phng. Chng tip trnh by t mlm sao n i theo hng .48 53. HAIMi Lc lm Phng Th giiKinh Thnh cho chng ta bit rng Cha to ra th gii trong su ngy v ngy th by ngi ngh. Vic lm phngth gii ko di hn mt cht. Th gii c lm phng bi s hit ca mi s kin chnh tr, s i mi, v cng ti chnh. Chngai trong chng ta ngh t khi , hay c l c bao gi li sngh. Chng ny l v cc lc lm phng th gii v nhiudng v cng c mi cho cng tc m s lm phng ny to ra.LC LM PHNG # 19/11/89 Khi cc Bc Tng xung v Windows [Ca s] i lnL n u tin ti thy Tng Berlin, n c mt l ri. l thng 12 nm 1990, v ti i Berlin vi cc phng vina tin v B trng Ngoi giao James A. Baker III. Tng Berlin b chc thng mt nm trc, ngy 9 thng Mi mt nm1989. Vng, trong mt s tnh c thn b tuyt vi v ngy thng,bc Tng Berlin ngy 9/11. Bc tng, ngay c trng thi bm thng v b v, vn l mt vt so xu x ngang Berlin. Btrng Baker tin hnh cuc ving thm u tin ca ng xemchng tch nt ny ca ch ngha cng sn Soviet. Ti ngcnh ng vi mt nhm nh cc phng vin. l mt ngysng m, u m, Baker nh li trong hi k ca ng, The Politicsof Diplomacy, v trong o ma ca mnh, ti cm thy ging mt 54. MI LC LM PHNG TH GII49nhn vt trong mt tiu thuyt ca John le Carr. Nhng khi tinhm qua mt vt nt trn Tng [gn Reichstag] ti thy s mm [c] phn gii cao c trng cho ng Berlin, ti nhn rarng nhng ngi dn thng ca ng c t mnh tu nghihnh ng mt cch ho bnh v kin nh. y l cuc cch mngca h. Sau khi Baker nhm xong qua bc tng v tin ln,cc phng vin chng ti ln lt nhm qua cng l b tng lmchm y. Ti mang mt i ming tng v nh cho cc con giti. Ti nh ngh n c v qui n lm sao - qu thc, mt chuyntht k qui, bc tng xi mng ny un khc ngang mt thnh phhin i ch v mc ch duy nht ngn ngi dn bn kiahng th, thm ch thong thy, t do.S sp bc Tng Berlin ngy 9/11/89 th cc lc lngcui cng gii phng tt c nhng ngi b giam cm ca chSoviet. Nhng n, thc ra, lm nhiu hn rt nhiu. N lmnghing cn cn quyn lc trn th gii v pha cc nc tn thnhcai tr dn ch, ng thun, theo hng th trng t do, v ri xacc nc ng h s cai tr c on vi cc nn kinh t k hochho tp trung. Chin tranh Lnh l mt cuc u tranh gia haih thng kinh t- ch ngha t bn v ch ngha cng sn v vis sp ca bc tng, ch cn li mt h thng v mi ngiphi nh hng mnh theo n bng cch ny hay cch khc. Tnay tr i, ngy cng nhiu nn kinh t s c cai qun t diln bi li ch, yu cu, v nguyn vng ca nhn dn, hn l ttrn xung bi cc li ch ca b l cai tr hp no . Trong vnghai nm, khng cn ch Soviet na np sau hay ymtr cho cc ch c on Chu , Trung ng, Chu Phi, hayM Latin. Nu bn khng l mt nn dn ch hay mt x hi dnch ho, nu tip tc bm cht vo hot ng kinh t iu tit mnhhay k hoch ho tp trung, bn b coi l pha sai ca lch s.i vi mt s ngi, c bit gia cc th h gi, y l s bini khng c hoan nghnh. Ch ngha cng sn l mt h thngv i lm cho ngi ta ngho ngang nhau. Thc ra cho vic trnth gii khng c h thng no tt hn ch ngha cng sn. Chngha t bn lm cho ngi ta giu khng ng u, v i vi mts ngi quen vi cung cch sng cm ci, hn ch, nhng anton X hi ch ngha- ni mt vic lm, nh , gio dc, v lnghu, cho d xong, tt c c m bo- s