Table of Contents
- What is IT Staff Augmentation? Why is it Crucial for Modern Businesses?
- How Does Staff Augmentation Work?
- Staff Augmentation vs. Traditional Outsourcing vs. In-House Hiring vs. Freelancers: Which is Better for Your Business?
- What Are the Different Types of Staff Augmentation Models?
- Types of Staff Augmentation Models: Comparison Table
- Staff Augmentation Cost Breakdown: What to Expect?
- What are the Risks of Staff Augmentation? And How to Mitigate Them?
- How to Choose the Right Staff Augmentation Partner?
- Final Thoughts
- FAQs
Finding competent staff to scale the teams for important projects is a challenge for the majority of startups and SMBs. 87% of companies say that one of their top three challenges is proper talent acquisition.
The issue lies not just in the lack of talent. Smaller businesses also struggle because they cannot compete due to the costs, risks, and complexity of traditional hiring practices. As companies expand rapidly, employing long-term employees may not always be the most economical or adaptable option.
What is the solution, then? Staff augmentation providers.
For specific tasks or temporary needs, businesses can now hire highly qualified experts through staff augmentation best practices. With the right strategy, you can scale faster, cut expenses, and reduce the risks of in-house hiring or outsourcing by using staff augmentation services in the USA.
But here’s a catch.
Although staff augmentation offers much elasticity, it is not without challenges. To implement it successfully, you need to understand its models, costs, and possible risks.
In this ultimate guide, you’ll understand:
- What is staff augmentation, and why is it a top choice for modern businesses?
- What are the different types of staff augmentation?
- How much does staff augmentation cost?
- What are the risks of staff augmentation? And how to mitigate them?
- How to Choose the Right Staff Augmentation Provider, Like Scalevista, for Your Needs?
So, let us get started!
What is IT Staff Augmentation? Why is it Crucial for Modern Businesses?
IT staff augmentation is a temporary hiring method that allows companies to hire the best talent from across the world to complete a project on time without building an in-house team.
Staff augmentation brings qualified specialists into a company’s existing workforce. This provides the flexibility and expertise required for rapid scaling. In contrast, traditional outsourcing usually means transferring entire projects to third-party vendors.
Businesses must remain flexible in the era of digital transformation of mobile and web development, IT, and custom software development. Businesses can swiftly expand their teams with the specialized capabilities required to fulfill deadlines and address specific challenges by using staff augmentation.
Who Benefits From Staff Augmentation?
- SMBs and startups hoping to grow rapidly without having to pay full-time employees.
- Hiring managers, CTOs, and tech leads looking for expert IT personnel for project-based employment.
- Businesses that must swiftly grow teams for urgent projects without sacrificing effectiveness or quality.
Pros and Cons of Staff Augmentation
The pros and cons of staff augmentation are summarized in the table below, helping businesses weigh the advantages and disadvantages before deciding if it’s the right solution.
Pros:
- Cost-effectiveness
- Scalability
- Access to specialised skills
- Faster scaling
- Global talent pool
- Focus on core functions
- Scalable for short-term needs
Cons:
- Integration Challenges
- Quality Control
- Temporary Nature
- Risk of Dependency
- Communication Barriers
- Potential for Misalignment
- Legal and Compliance Risks
What are the Benefits and ROI of Staff Augmentation?
Staff Augmentation Benefits for Startups and SMBs:
1. Flexibility
- Scale your workforce quickly to meet project requirements without having to deal with full-time hires.
- Adjust your team size as your project evolves by temporarily adding professionals for designated time frames or specific skill sets.
2. Access to Expertise
- Get access to specific skills without spending time in recruiting, training, and onboarding full-time employees.
- Bring in the expertise you need, when you need it, whether for cloud integration, CRM, or mobile app development.
3. Adaptability
- Allocating resources for specific tasks and time frames will help you avoid long-term obligations.
- This approach is ideal for organizations seeking to manage expenses while temporarily increasing capacity.
4. Cost-effectiveness
- By offering customizable contracts and terms tailored to specific project requirements, staff augmentation helps lower the cost of full-time workers, benefits, and training.
When Should You Use Staff Augmentation?
Maximizing the advantages of staff augmentation requires knowing when to use it. Here are a few typical situations when staff augmentation helps startups and small businesses.
When Should Startups and SMBs Consider Staff Augmentation?
- For Project-Based Needs
- Ideal for short-term requirements such as marketing campaigns, product launches, or event-based initiatives.
- Scaling up without permanent hires is straightforward and aligns with demand.
- When Specific Knowledge Is Needed
- Specialized knowledge in fields like cloud staff augmentation, CRM integration, or mobile app development.
- To acquire specialized skill sets on demand without committing to a long-term relationship, use staff augmentation.
- Quick Scaling Without Commitment
- You can scale quickly without long-term employment commitments.
- Staff augmentation is ideal for companies that are expanding rapidly or experiencing short-term skill shortages, as it enables flexible hiring for specific projects.
How Does Staff Augmentation Work?
Without committing to permanent employment, staff augmentation is a flexible approach that enables businesses to rapidly and effectively expand their teams. It enables companies to hire qualified development teams to assist with specific projects or fill short-term skill gaps.
Here’s how the staff augmentation process works and how Scalevista offers a unique strategy to satisfy your workforce requirements anywhere in the world.
1. Initial Consultation: Identifying Your Requirements
The client and staff augmentation provider have a thorough consultation at the beginning of the procedure. This step is crucial because it ensures that everyone agrees on the project’s objectives, necessary skill set, schedule, and expectations.
What Sets Scalevista Apart:
We go beyond the ordinary by thoroughly examining your business culture, project requirements, and strategic goals to make sure the talent we offer is not only highly qualified but also a perfect fit for your team.
2. Finding the Proper Talent
The staff augmentation provider looks for the best people after the needs are well-defined. Because of our extensive worldwide talent pool, we can offer highly qualified experts with experience in custom software development, cloud development, CRM installation, and mobile app development.
We make sure you get the best individuals depending on your project requirements, whether you need specialists in cloud staff augmentation or specialized CRM solutions.
Global Reach with Local Expertise:
Scalevista, unlike many staff augmentation companies in India and globally, boasts an international pool of developers, designers, and IT specialists. This guarantees that you will always have access to the appropriate skill sets, no matter where you are.
We offer nearshore, offshore, and onshore staff augmentation solutions based on your project demands and budget. This allows you to incorporate global talent into your team effortlessly.
3. Integration and Onboarding: Smooth Team Integration
Integrating outside resources into your current team is one of the main obstacles to staff augmentation. We streamline this procedure. The additional employees are incorporated into your current workflows from day one, given a thorough onboarding process, and briefed on your company culture and project goals.
What Sets Us Apart:
We guarantee that your augmented workforce is entirely in line with the values, procedures, and project objectives of your in-house team because of our customer-centric approach.
We guarantee seamless cooperation through continuous communication and real-time reporting. These are regardless of whether you opt for a hybrid staff augmentation model or require a specialized resource, such as a cloud expert.
4. Performance Management and Monitoring
Following integration, ongoing management and observation are essential to guaranteeing the enlarged team produces the desired outcomes. To help you stay on track, we offer you performance metrics and real-time tracking. To maintain the project’s alignment with its objectives, we collaborate with you to modify team dynamics or scope as needed.
Our Unique Benefit:
We actively oversee quality assurance and performance. We don’t just provide you the resources and let you handle them, unlike many other companies. Our project managers collaborate closely with your team to guarantee that your augmented team produces the best outcomes on schedule and under budget.
5. Conclusion of Engagement: Adaptable Scaling for Future Objectives
We offer flexible engagement options post-project, allowing you to either onboard the augmented team as permanent hires if needed or continue collaborating with them on future projects.
What Makes Us Unique:
We consider the partnership as an ongoing endeavor, in contrast to other staff augmentation companies in the USA. Whether it’s growing your team for a big project or modifying the size of your team as the project’s scope changes, we see ourselves as a long-term partner that helps you scale in response to your evolving business demands.
Staff Augmentation vs. Traditional Outsourcing vs. In-House Hiring vs. Freelancers: Which is Better for Your Business?
Traditional outsourcing vs. staff augmentation vs. in-house hiring vs. freelancers: Key Differences
| Criteria | Traditional Outsourcing | Staff Augmentation | In-House Hiring | Freelancers |
|---|---|---|---|---|
| Cost | Can be cost-effective for large-scale, long-term projects, but often comes with hidden costs for management and coordination. | Cost-effective for short-term projects or specialized roles, with no long-term employee overhead. | High, due to salaries, benefits, recruitment, and training costs | Typically cheaper, but hidden costs may arise in managing quality and timelines. |
| Skill Acquisition | Offers broad skill sets but may not always match niche requirements. | Access to specialized, niche skills temporarily, such as cloud staff augmentation and CRM staff augmentation. | Limited to the internal team's skill set. | Can find specialized skills but may lack consistency and deep knowledge in niche areas. |
| Control over Quality & Timelines | Less control, as vendors manage deliverables and timelines. | Greater control, as augmented personnel work directly with in-house teams and follow internal timelines. | High, as you manage all aspects of the hiring and project. | Limited control; freelancers work independently, so communication and timeline management may be challenging. |
| Adaptability | Low adaptable, as the vendor handles the entire process. | Highly adaptable, especially for on-demand skills and scaling teams for specific projects. | Low adaptability requires permanent commitment and investment. | High, but freelancers may juggle multiple projects, limiting availability. |
| Integration with Team | Minimal, as the outsourcing vendor manages tasks and often works remotely. | High, as augmented staff integrates directly with your existing team and adheres to your internal workflows. | Full integration, as all team members are permanent employees. | Low, as freelancers work independently and may not fit seamlessly into your team's culture or processes. |
| Speed of Hiring | Can be slow, as the vendor needs to be selected and contractual agreements must be made. | Fast, especially for specific, niche roles. Staff augmentation providers typically have talent ready to deploy. | Slow, due to recruitment, interviews, and onboarding processes. | Very fast, as freelancers are readily available to start work. |
| Risk | Outsourcing risks can include a lack of control, misalignment of goals, and communication barriers. | Moderate risk, as integration and alignment with in-house teams may be challenging without proper management. | High risk if wrong hires are made; long-term commitment without versatality. | High risk in terms of quality control, timeline adherence, and project continuity. |
| Management Effort | High—Managing an external vendor and project can be time-consuming. | Moderate, as augmented staff works under your supervision but requires oversight. | High, as you’re responsible for all aspects of the team’s performance and growth. | Low to moderate—Managing multiple freelancers or varying skill sets can be challenging. |
| Ideal For | Long-term, large-scale projects where specialized expertise is needed but external control is acceptable. | Short-term projects, niche skills, or rapid scaling of teams for specific needs. | Long-term growth, building a cohesive team with deep company-specific knowledge. | Short-term projects, specialized tasks, or businesses with unpredictable or fluctuating needs. |
What Are the Different Types of Staff Augmentation Models?
The various types of staff augmentation models are:
- Onshore Staff Augmentation
- Offshore Staff Augmentation
- Nearshore Staff Augmentation
- Hybrid Staff Augmentation
- Resource Augmentation Model
1. Onshore Staff Augmentation Model
Onshore staff augmentation is the practice of employing experts who live in the same nation as your company. This concept eliminates cultural and time zone restrictions, making it ideal for companies that require direct collaboration with an augmented workforce.
Ideal For:
- Companies that rely heavily on teamwork are often more successful.
- Projects where in-house teams and augmented personnel must work closely together.
- Businesses in highly regulated sectors require local knowledge and adherence.
Onshore Staff Augmentation Benefits:
- Easier Communication: Real-time collaboration and seamless communication.
- Cultural Alignment: No misconceptions or barriers based on culture.
- No Time Zone Differences: Projects move forward without being hampered by time zone changes.
Challenges:
- Increased Costs: Because of local labor market prices, onshore employees are typically more expensive.
- Restricted Talent Pool: For specialized positions, you may have a limited pool of applicants.
2. Offshore Staff Augmentation Model
In offshore staff augmentation, talent is sourced from countries with lower labor costs, typically in Eastern Europe or Asia. This technique is employed by companies that need to reduce expenses without sacrificing access to specialized expertise.
Ideal For:
- Budget-conscious companies that must grow rapidly.
- Projects for which direct face-to-face interaction is not necessary.
- Companies looking for highly skilled IT workers in areas like software development, cloud computing, or CRM.
Offshore Staff Augmentation Benefits:
- Savings: Hiring talent from outside is usually far less expensive than hiring employees from inside.
- Greater Access to Talent: You can connect with highly skilled experts across a variety of industries.
- Scalability: You don’t have to spend a lot of money to grow your team.
Challenges:
- Communication Problems: Communication might be challenging due to time zone and language limitations.
- Cultural Differences: Workflow and teamwork may be impacted by misconceptions.
- Quality Control: You may need to devote more time to monitoring and ensuring the quality of the work.
3. Nearshore Staff Augmentation Model
Nearshore staff augmentation is the practice of employing experts from nearby countries, often with similar time zones and cultural norms. Effective collaboration and cost reductions are balanced in this model.
Ideal For:
- Companies that require quick collaboration with little distance between them.
- Companies seeking to cut expenses without compromising communication or quality.
- Projects with short turnaround times that require a more proactive approach.
Nearshore Staff Augmentation Benefits:
- Time Zone Alignment: Due to similar time zones, there is little interference with productivity and communication.
- Cost-effective: Offers good quality staffing at a lower cost than onshore.
- Cultural Proximity: Compared to offshore workers, nearshore teams are more easily integrated into your company culture.
Challenges:
- Small Talent Pool: Although easier to reach, the talent pool may be smaller than in offshore locations.
- Costlier than Offshore: If you need highly specialized talent, offshore staffing is more cost-effective.
4. Hybrid Staff Augmentation Model
In the hybrid augmentation concept, the advantages of offshore and onshore are combined. Companies can benefit from both cost-effectiveness and productive teamwork by hiring a combination of local and remote professionals.
Ideal For:
- Companies looking to strike a balance between information, communication, and cost.
- Projects that call for both regional and international experience.
- Businesses requiring scalable solutions to meet changing demands.
Hybrid Staff Augmentation Benefits:
- Adaptability: The capacity to swiftly modify team composition and levels of expertise in response to project requirements.
- Access to Global Talent: Gain access to a larger pool of talent by integrating onshore and offshore resources.
- Improved Integration and Quality Control: By supervising offshore teams, local team members may guarantee enhanced integration.
Challenges
- Management Complexity: Higher levels of collaboration between onshore and offshore teams are necessary to address management complexity, which can present challenges.
- Increased Overhead: Managing hybrid teams requires more resources, particularly for large-scale projects.
5. Resource Augmentation Model
For companies that require highly skilled, specialized resources on a short-term basis, the resource augmentation model works well.
For example, suppose you require a cloud specialist for a migration project or a CRM specialist for system integration. In that case, this model enables you to employ experts with the appropriate training for the duration of the project.
Ideal For:
- Short-term projects that call for particular skill sets (like cloud development or CRM staff augmentation).
- Businesses in need of short-term resources for essential stages of growth.
- Projects requiring specific knowledge but without long-term employment agreements.
Resource Augmentation Benefits:
- Immediate Access to Expertise: Fill voids promptly with qualified experts who can begin producing results.
- No Long-Term Commitment: Employ as needed (full-time employment is not required).
Challenges:
- Possible Resource Gaps: If you ever need the resource again, it may not be available.
- Dependency on External Resources: This can lead to an excessive reliance on outside personnel rather than developing internal competencies.
Types of Staff Augmentation Models: Comparison Table
Onshore vs. Offshore Staff Augmentation: Key Differences
Staff Augmentation Model Description Best For Pros Cons Onshore Augmented staff work within the same country or region as the client. Businesses require close collaboration and similar time zones. Easier communication, cultural alignment, and no language barriers. Typically, more expensive due to higher labor costs. Offshore Hiring professionals from countries with lower labor costs (e.g., Asia, Eastern Europe). Companies looking to cut costs while accessing specialized talent. Significant cost savings and access to a broader talent pool. Time zone differences, language barriers, and potential communication challenges. Nearshore Professionals from nearby countries, typically in similar time zones and cultural contexts. Businesses in need of expertise with better communication and manageable cost savings. Easier communication due to proximity, lower cost than onshore. Limited to nearby countries, potentially fewer specialized skills compared to offshore options. Hybrid Combines onshore and offshore models to leverage the strengths of both. Companies needing scalability with cost-efficiency and collaboration. Expandable, access to diverse talent, and a balance between cost and communication. Requires careful coordination and management complexity. Resource Augmentation Focuses on bringing in professionals for temporary, skill-specific needs. Projects requiring niche skills or temporary expertise (e.g., cloud staff augmentation, CRM staff augmentation). Immediate access to specialized talent without long-term commitment. Potential risk in resource commitment and alignment.
Staff Augmentation Cost Breakdown: What to Expect?
How Much Does Staff Augmentation Cost?
Understanding staff augmentation cost structures is crucial for making informed decisions, though it can be complex. Several variables, such as resource type, team location, and engagement duration, influence these costs.
To help you, below is a breakdown:
- Hourly Rates:
- Developers: $40 – $100 per hour, depending on location and specialization.
- Designers: $30 – $90 per hour.
- Engineers: $50 – $150 per hour.
- Monthly Rates:
- Developers: $5,000 – $15,000 per month for experienced professionals.
- Designers: $4,000 – $10,000 per month.
- Engineers: $6,000 – $18,000 per month.
- Project-Based Costs:
- Mobile App Development: $30,000 to $100,000 per project, depending on the project’s complexity.
- Custom Software Development: $50,000 – $200,000 per project.
- Cloud Staff Augmentation: Typically a project-based cost, ranging from $20,000 to $150,000 depending on scope and tech stack.
Cloud Staff Augmentation Costs:
- Cloud development team augmentation costs are often influenced by project size and the type of cloud service used (AWS, Azure, Google Cloud).
- In general, depending on their complexity, staff augmentation projects, including those involving cloud computing, might cost anywhere from $10,000 to $100,000 or more.
CRM Staff Augmentation Costs:
- Typically, CRM staff augmentation targets consultants, admin professionals, and Salesforce developers.
- Depending on the size of the CRM deployment and the level of experience, monthly costs might vary from $5,000 to $12,000.
Comparison of Staff Augmentation vs. Fixed Price
Criteria Staff Augmentation Fixed Price Expandable High, can scale up or down as needed Low. Set deliverables with fixed deadlines Cost Lower than full-time hiring, but varies by skill set Fixed, depends on scope Expertise Access to specialized professionals for specific needs Dependent on the vendor’s expertise Time to Scale Quick, flexible scaling for short-term needs Time-consuming due to contract negotiations Risk Moderate, but manageable with the right provider Low, but scope creep can occur
Staff Augmentation Cost Comparison: Staff Augmentation vs Full-Time Hires and Freelancers
Here’s how the cost of staff augmentation compares to traditional full-time hires and freelancers:
Model Cost/Year Flexibility Management Overhead Time to Scale Staff Augmentation $50,000 - $150,000 Highly flexible Moderate to high Fast scaling with dedicated Full-Time Hires $70,000 - $200,000 Low flexibility (fixed team) High (recruitment, onboarding, HR) Slow scaling needs planning. Freelancers $40 - $100 per hour High flexibility (short-term) Low Very fast but less control.
What are the Risks of Staff Augmentation? And How to Mitigate Them?
Let’s break down the main risks associated with staff augmentation and explore practical mitigation strategies.
Outsourcing Risks: How to Manage Staff Augmentation Risks
1. Cost Impact:
For companies using staff augmentation, the possibility of poorly handled expenses is one of the most pressing issues. In the absence of adequate supervision, hourly or project-based expenses may rapidly increase, particularly if employees are not used effectively. Scope creep, unforeseen delays, and poor project management can all result in needless expenses.
2. Time Delays:
Another frequent issue with staff augmentation is time delays. These can be brought on by the staffing provider’s delayed interaction, the onboarding procedure, or a misalignment of project timeframes. Project flow can be upset by delays, which also make it more challenging to achieve deadlines.
3. Client Satisfaction:
There is always a chance that the quality of the resources hired through staff augmentation will fall short of expectations. A mismatch in skill sets, differences in culture, or poor communication can all have an impact on how satisfied customers are with the services they receive, which can affect the project’s outcome and the business relationship.
Risk Mitigation in Staff Augmentation
By taking proactive measures to check their partners and guarantee clear communication and expectations, companies can better manage the risks associated with staff augmentation.
The following are the most effective ways to lower these risks:
| Risk Factor | Risk | Mitigation Strategy |
|---|---|---|
| Cost Impact | Mismanagement of staffing costs | Set clear budgetary guidelines and monitor staffing usage closely to avoid unnecessary spending. |
| Time Delays | Delays in the hiring or execution process | Define project timelines upfront and set clear milestones. Implement regular check-ins and communication to avoid delays |
| Client Satisfaction | Mismatch in skills or poor communication | Choose the right staff augmentation partner and ensure candidates meet your quality standards before they begin work. |
How to Choose the Right Staff Augmentation Partner?
Selecting the ideal staff augmentation partner can give your business a decisive edge—here’s how to make the right choice and why Scalevista excels.
What to Look for in a Staff Augmentation Provider like Scalevista?
- Experience in the Industry
Select a staff augmentation company with a proven track record in your industry, particularly in web, mobile, or custom software solutions.
- Reputation and Performance History
Check the provider’s track record by reviewing case studies, testimonials, and reviews.
- Resource Quality
A trustworthy partner provides personnel with expertise in areas such as cloud and CRM staff augmentation, ensuring you have experienced professionals to meet your needs.
- Scalability
The ability to grow your team in accordance with the project’s needs and scope is a must for the ideal partner.
What Makes Us Unique in Staff Augmentation Services
- Global Expertise: We offer global staff augmentation services, providing access to talent from diverse regions with specialized knowledge in custom software development, cloud development, CRM solutions, and mobile applications. Whether you require a team to rapidly scale your operations or a specialist for a one-off assignment, we can serve companies of all sizes.
- Integration and Quality Control: Unlike many staff augmentation companies that fail to maintain quality throughout the project, we seamlessly integrate augmented specialists with your team and actively oversee the project to ensure consistency and quality.
- Tailored Solutions: We don’t use a one-size-fits-all strategy. Our staff augmentation models, which include nearshore, offshore, onshore, and hybrid models, are tailored to your company’s unique requirements.
- Resource Quality: We are renowned for carefully selecting expert employees who meet your precise requirements, ensuring the success of your project from the outset.
- End-to-End Support: We provide comprehensive assistance throughout the project lifecycle, from identifying the best personnel to integrating them into your teams and ensuring peak performance. You’ll always be informed about the project’s status through our regular updates and project oversight.
- Proven Track Record: With years of experience providing customized solutions for various sectors, our expertise in these fields assists companies in growing with the proper personnel.
- Reputation: We take pride in our client relationships, track record of success, and customer-focused methodology, which consistently deliver high-quality projects.
Refer to our Staff Augmentation Case Study to get more insights on our expertise.
Final Thoughts
Staff augmentation offers businesses the agility to scale quickly, access specialized talent, and optimize costs without the long-term commitment of full-time hires. By leveraging the right model, companies can achieve faster project delivery and fill critical skill gaps.
Key Takeaways:
- Scalability: Easily adjust your team size to meet project needs.
- Access to Expertise: Gain specialized skills for tech, CRM, and cloud development.
- Cost Efficiency: Lower expenses compared to hiring full-time employees.
- Risk Management: Choose the right partner to minimize integration and quality risks.
For startups and SMBs seeking growth and expertise, Scalevista is your trusted staff augmentation partner. Our tailored solutions help you achieve your goals, maintain high standards, and mitigate risks.
Contact us today to discover how we can help your team scale seamlessly and effectively.
FAQs
1. What is a staff augmentation model?
With a staff augmentation model, businesses engage external experts to strengthen their teams for targeted projects or skills. This hiring approach is flexible. By offering specialized expertise as needed, this model enables companies to scale quickly without the need for permanent hires.
2. What should be included in a staff augmentation checklist for CTOs?
To ensure effective collaboration and outcomes, a CTO’s staff augmentation checklist should review the provider’s track record, clarity of required skills, cultural alignment, contract conditions, budget fit, project schedule, and communication standards.
3. How do I choose the right staff augmentation model for my business?
Select a staff augmentation model that aligns with your timeline, team needs, budget, and project goals. Hybrid models are well-suited for long-term initiatives and cross-departmental adaptability, while resource-driven or outcome-driven models are better suited for niche, short-duration assignments.
4. Are there any staff augmentation companies in the USA offering hybrid models?
Yes, several staff augmentation companies in the USA offer a hybrid model. By combining onshore and offshore staffing, these models provide companies with affordable access to global talent while maintaining a local presence and effective communication.
5. What are the risks of insufficient staffing?
Project delays, poor performance, employee burnout, and missed deadlines can all result from insufficient staffing. Additionally, it hinders innovation, diminishes the competitive advantage, and adversely affects customer satisfaction, all of which impact the organization’s expansion and reputation.