Help Desk Outsourcing
Siemens Automotive: A Dataline Consulting Services Success Story
Customer Need
Siemens Automotive, a leader in Automotive Fuel Handling Systems, located in Newport News, VA had a rock solid internal IT Help Desk staffed with good, quality people. However, in March of 2001, their business situation required a reduction in staff, which affected the IT Department, among others. This reduction was eventually directed at the IT Help Desk. Dataline Consulting Services was approached to help Siemens work through the dilemma of balancing an economic necessity, (layoffs), with the need to continue employing knowledgeable, experienced people. Because of past successes with Dataline Consulting Services , Len Gerylo - Siemens Newport News Organization and Information Manager, approached Dataline Consulting Services with this opportunity. He presented his requirements and expectations to us and asked for a cost proposal and implementation plan.
Dataline Consulting Services Involvement
Working together, Siemens' Account Manager and Dataline Consulting Services 's VP of Consulting Services developed a plan that would effectively meet the requirements Siemens had expressed. In order to keep the talent and customer-specific expertise that Siemens had grown over the years, Dataline Consulting Services and Len Gerylo agreed to an employee-staffing plan that entailed Dataline Consulting Services hiring three of the current Siemens Help Desk staff. This approach allowed Siemens to reduce their own headcount but keep the people and skill sets they wanted. This approach also allowed Siemens to reduce expenses associated with full time employees. In addition, Dataline Consulting Services instituted a customized, weekly tracking chart that demonstrated the hours and costs of the different resources utilized under this plan. Finally, Dataline Consulting Services set up a process for Siemens to bring in additional resources from Dataline Consulting Services 's diverse engineering and consulting group for individual projects and ad hoc needs.
Benefits Achieved
The Siemens / Dataline Consulting Services Help Desk outsourcing engagement continues to this day. There can be many advantages to outsourcing certain functions of an IT department. By partnering with Dataline Consulting Services , Siemens has enjoyed: