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Sustainable Transformation. Where IT Outsourcing Falls Short and BPO Must Deliver

  • Mike Friend

Abstract

IT outsourcing has often been used to deliver one of two key objectives; the transfer of the management of costly legacy systems to a third party and/ or their replacement and management by a third party provider. With organisations increasingly questioning the value add that IT contributes to the business and seeking justification for the large investments made in IT, greater emphasis has been placed in recent years on returns on investment and business value. This subtle shift has led to organisations questioning not just what cost savings might be achieved through IT outsourcing but whether the business processes that the IT supports are in fact adequate to meet both current and future market conditions.

Keywords

Service Provider Business Process Airline Industry Customer Care Transactional Cost 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Mike Friend 2005

Authors and Affiliations

  • Mike Friend

There are no affiliations available

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