Balancing Operational Excellence and Customer Value in Business Process Outsourcing
In an ideal world, processes should be available seamlessly to all stakeholders, internal (workers) as well as external (customers), whether they’re outsourced, in-house, or consolidated in a Shared Service Center, presenting a united face to stake-holders, no matter where they’re from. And to the great credit of operational excellence managers, they often work smoothly. So, what’s the problem?
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