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The maturation of the business process outsourcing (BPO) industry and the progressing sophistication of the buy-side (end-user organization) community has led to a worrisome issue…buyers are becoming increasingly disappointed that they aren’t receiving “innovation”in their outsourced environments. The following article outlines why buyers today recognize the need to achieve innovation when they enter into an outsourcing agreement, and addresses measures that must be taken to achieve real progress in getting beyond the“operational” state of many outsourcing engagements.
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