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            Improving Quality in Business Process Outsourcing – Achieve Process and Service Quality with Technology

            Sebastian Burgarth, Joern Meissner, Hongyan Li

            Abstract To improve the quality of their customers?processes, outsourcing providers need to leverage various measures, including proven process-change methodologies, people skills, and technology. While the impact of process optimization and people skills on quality is generally clear to both BPO customers and providers, the impact of technology is often not fully understood and thus tends to be underutilized.
            Keywords

            BPO, Quality, Business Process Outsourcing, Technology, SAP

            Publication SAP Insight No 50-091-185 (August 2008 – SAP Solution Briefs format)
            Download www.neticom.cn/download/BPO-Burgarth-Meissner-Li.pdf
            (752 kb)
            Reference BibTeX, Plain Text
            Back to Publications


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