We consider the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement (SLA). We present empirical analysis generated during a field study with a provider of outsourced call center services to illustrate the unique issues related to staffing...

Core Concepts and Practices -- Principles for the Strategic Design of Supply Chains -- Tactical Planning for Reinventing the Supply Chain -- The Role of Inventory in Superior Supply Chain Performance -- Supply Chain Performance Metrics -- Emerging Supply Chain Practices -- Sourcing Strategy and...