tailieunhanh - Business Process outsourcing The Competitive Advantage phần 10

và giới thiệu cuối cùng đội nhóm quản lý dự án được sử dụng trong việc quản lý chu kỳ sống của BPO. Tiếp theo, chúng tôi cung cấp một cái nhìn tổng quan về nguyên tắc quản lý áp dụng chung thay đổi nơi chúng ta nhìn vào từng lĩnh vực được đề cập trong danh sách trước đó trong | Future Potential for BPO 211 introduced by Senate Minority Leader Tom Daschle would require workers at telephone call centers to disclose their physical location at the beginning of each call. The logic of the bill is that American consumers would then be able to make an informed choice about whether they wanted to continue the call or hang up and dial again until they reached a call center worker who would be sitting in front of a computer workstation at a preferred physical location. The irony of waiting long minutes for a technician only to be dismayed by the physical location of the person who finally picks up on the other end of the line is apparently lost on the bill s backers. One company that has preempted any such bills is E-Loan which allows users to select the physical location of their home equity loan request processor merely by clicking an appropriate button on its Web STRATEGY AND COMPETITIVENESS Experience has amply demonstrated that the early stages of most business revolutions are periods of great innovation great progress and great pain. The total quality management TQM movement in the United States for example was characterized by long-overdue advances in manufacturing processes. Ford Motor Company adopted the Quality is Job 1 mantra in the early 1980s after superior-quality products from foreign automakers had already seriously eroded its domestic and international market share. The NBC news program Quality or Else and the subsequent book of the same title lit a fire under American managers and business school educators ushering in sweeping changes in business processes and educational curricula. W. Edwards Deming was the dominant figure of the decade sermonizing to managers across the land on the virtues of TQM until his last days. Many companies made major advances by implementing TQM in their operations often because their processes were in need of major improvements. Others were less fortunate. Many TQM programs introduced into .