Outsourcing OUT--In-plant Back In

McFarland had a lot of work ahead of her. Her chief job, though, was to get customers to believe in the department again.

"They were so used to going off on their own," she recalls. "I spent a lot of my time going out to each of the departments explaining what we were doing now, telling them 'come back in and we'll prove to you that we have turned it around.' "