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User Experiences in BPO: A Case Study Report

Case Study

by Paul Connolly

published on Jul 21, 2003

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Report Overview:

Report Outline:

This report analyzes the experiences of early adopters of business process outsourcing, covering:

  • Their business challenges and the drivers for adoption of BPO
  • Sourcing options and delivery modes evaluated including use of:
    • Shared services
    • Offshore sourcing
  • Contracts, SLAs and vendor relationships
  • Outsourcing back-office processes.

The report is based on case studies of BPO evaluation and adoption within the following organizations:

  • BBC
  • Borden Chemicals
  • British Airways
  • MIFAS
  • Motorola
  • Rhodia.

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