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Service Levels – No Pain, No Gain?
By Richard Barratt
Partner, Morgan, Lewis & Bockius
In any business process outsourcing (BPO), the most contentious issues
are often those relating to the imposition on the Service Provider of
service levels for the outsourced services, and the allocation of
service credits for service level default. In some cases one wonders
whether the legal fees and value of management and technical time spent
negotiating service credits outweighs the financial benefit of the
credits. For anyone involved in BPO it is therefore helpful to
understand some of the drivers both sides. More
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