Is Culture Important in Shared Services and Outsourcing?
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The obvious answer is "yes" to this rather leading question. That said, when we discuss these aspects with leads of shared services and organisations that have progressed the BPO route, the common answer is "yes," but the sentiment is: "after the cost reduction is achieved".
It is highly dangerous to put the need to reduce costs, which is commonly one of the key drivers for shared services and outsourcing, above the culture that will need to be created. The consequence is that over half of...
