Two Major Errors That Companies Make In Outsourcing Services

Topics:
Total Quality Management
Tags:
Business Operations,
Outsourcing & Subcontracting,
Outsourcing,
Operational Planning,
Knowledge@Wharton,
It Services,
It Operations,
Enterprise Software,
Customer Relationship Management (CRM),
Call Centers,
...
Source:
Knowledge@Wharton

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Overview: With increasing momentum, companies in the West are going overseas to buy services ranging from customer contact at call centers to complex financial analyses. One of the toughest challenges that confront companies that outsource work to an overseas Business Process Outsourcing (BPO) provider is measurement of the results. The paper explores the complicated but important questions involved in measuring the effectiveness of BPO relationships and sidestepping the most risky pitfalls. The same is based on a field research.

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Format: HTML | Date: Mar 2003 | Pages: 1

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