Mastering high-performance BPO Keys to the Kingdom Professor Mary Lacity, University of Missouri-St. Louis Professor Leslie Willcocks, The Outsourcing Unit at The London School of Economics The Outsourcing Unit London School of Economics and Political Science Sponsored by AccentureContents Introduction 4 Key practices 8 Case conclusion: Transformational leadership 23 Practice 1: Focus on benefits beyond cost reduction (p. 9) Practice 2:

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