As the BA scandal moves on to the compensation phase, we need to address a problem in the whole airline industry. To compete with low-cost airlines, major airlines are cutting important costs in IT and support, meaning IT faults are becoming worryingly common. Sourcing is about finding cost advantage through experience and efficiency. By finding a quality service provider, firms can save money, expand operations and improve quality, simply focusing upon cost cutting will not provide the service customers deserve. Investing in quality is much cheaper than massive compensation.

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