Business Process Outsourcing
The Competitive Advantage
Chapter One
What Is So Revolutionary
about BPO?
We ought not be over anxious to encourage innovation, in case of
doubtful improvement, for an old system must ever have two
advantages over a new one; it is established and it is understood.
-C.C. Colton, British author
The Internet bubble bursts, and the world keeps on turning. Terrorists attack
the World Trade Center, and the world keeps on turning. The global
economy reels in the throes of a major recession, and the world keeps on
turning. Despite their unpredictable-and sometimes despicable-natures,
humans are nothing if not innovators and perpetual optimists. In the face of
doubt, ambiguity, and even terror they continue to strive to build a better
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