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

  • Mike Friend


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.


Service Provider Business Process Airline Industry Customer Care Transactional Cost 
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© Mike Friend 2005

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  • Mike Friend

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