I worked with TCS many years ago and found the staff to be very bright and often over qualified, however there were rarely allowed to use their brains as they were constrained by a do as the customer says mantra. This often led to very inefficient/poor designs or code, perfectly replicated again and again.
Regardless of who the work gets moved to, if it is not in house then there is can be an immediate disconnect between urgency and pain/responsibility. Even within an organisation, especially where people work out of multiple sites and remotely, if you are not amongst the users who are staring at you or can hear the senior managers stomping around, it naturally becomes less of a driver for you to burn the extra hours etc.
We still don't know what happened - I prefer the ideas that it was a peak demand issue sprinkled with a reduction in the capacity at maybe one DC.
Biting the hand that feeds IT
