Dealing with SLAs and Visitors from ‘Outlier’ Space

Those in the information technology (IT) field often encounter service-level agreements (SLAs), which define the performance a customer can expect from a particular process or service, such as a help desk....
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Reducing Operational Risk in Business Process Outsourcing

Business process outsourcing (BPO) is fraught with risks, whether onshore or offshore. When you make a decision to outsource a business process — possibly involving layoffs — bringing...
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The Art of Management in Outsourcing

You've heard of personal coaches. Blue Canopy wants to be your outsourcing coach. The first time Sourcingmag.com talked with CEO Binod Taterway last year, his company had just announced 4pi, a set of...
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