To improve the quality of their customers' processes, outsourcing providers need to leverage various measures, including proven process-change methodologies, people skills, and technology. While the impact of process optimization and people skills on quality is generally clear to both BPO...

All organizations outsource. They differ only in the scope and extent of what they procure as goods and services from outside entities. These choices drive an organization's financial performance and long-term competitive viability, and establish the tenor of day-to-day operations. Outsourcing...

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and...