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MJ DeMarco
I followed the science; all I found was money.
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I mean, I know I can for myself but I'm still reliant upon other people using their time. Is that ok?
Yes because you are leveraging other people's time.
Service-based businesses become Fastlane through human resource systems which IMO, are the most difficult systems to create due to management and control loss. If you outsource overseas, you risk a loss of CONTROL. You need control to control your brand, service, and reputation.
I great example of when outsourcing renders a loss of control is Tony Hsieh's book, Delivering Happiness (Zappos). To maintain control, the company dumped the outsource, and kept things inhouse. (In your case, it would be to hire employees vs outsourcing).
Even in my own publishing business, my outsourced activities have their share of difficulties. (The fulfillment house isn't as speedy as I'd like AND the printer didn't print to the quality I expected.)
The challenge of scale via human resource systems always is control and management. If you can hire at will and your people can achieve scale without a dilution of quality (or your brand) then you hit the jackpot.