IMD-6-0290 © 2006
Billington, Corey; Jäger, François
Trustme two bank call center operation; though supporting customer requirements and performing well needed to perform better. The case investigates outsourcing and offshoring option while considering the possible dangers connected with such a move.
Participants will be encouraged to brainstorm to figure out out of the box ideas to solve this issue. Learning objective: This case is ideal to teach business process outsourcing joined with risk management and real choices in procurement.
Trustme Two Call Center Case Study Solution
Subjects: Supply chain; Call centers; Outsourcing; Business process; Procurement risk management
Settings: Global; Banking; $10 billion; 2005
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