Zep,
Good post. However, I disagree with the very last paragraph.
At its core, capitalism is consumer driven. Companies that don't give consumers what they want, quickly lose lose them to other companies that do. Lose too many customers, and they're out of business.
If by saving millions of dollars the company is able to offer their product at a much lower price, I expect that's what will matter most to its customers.
But if not, as you predict, then the companies that do stay connected with their customers will be successful and the "globalization" trend will die off.
In my opinion, price matters much more to consumers than "connectedness." But the market will ultimately show us which view is correct.
I don't understand why either result should worry you, however, since it is all a process of meeting consumer demand.
To an extent, you are right. But both price and customer satisfaction need to be provided for the company to survive. Real-life example:
HP Australia recently moved their whole Customer Phone Support centre to India. It's way cheaper in HR terms to do it there, and they have the comms structure and pricing to support it now. It's a good financial move for HP, but...lots of trained customer support staff here in Australia are now looking for work elsewhere and taking their customer inside knowledge and goodwill with them.
Time passes. Then we have an HP product problem and I call HP. I get a guy in Bangalore who is six hours behind me, doesn't know me from Adam or our company from dirt, doesn't know where Sydney is let alone which is the nearest support centre to my office. He tries to be helpful, but he has no ability to deal with anyone outside Bangalore, and so is up against problems he has no control over and cannot beat.
The thing is, my previous support contact did know all this stuff. We were even on first-name terms. He knew my company, our intentions, our ongoing issues, and could put us in touch with the right local support people if needs be. Sure, he cost more for HP to "run", but he also kept the customers satisfied and thus the money rolling in.
In summary, we used to get our HP problems solved in a few hours over the phone and we were happy. Now it takes days, many calls, much email, and may not even be resolved ever. HP may be managing their bottom line better, but this is one disgruntled long-time HP customer who is probably going to Dell next time we buy.
(Btw, if you get into the non-PC stuff that HP sell, it gets WAY worse than this!)
So do you see the importance of customer satisfaction in this equation? In the global economy, some companies are trying to finance-manage themselves straight into the ground...