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CFNA Credit Corporation: Call Center Outsourcing
Laseter, Timothy M.; Jelenek, Brian Case OM-1072 / Published August 5, 2003 / 11 pages.
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Product Overview

This case provides an opportunity to apply cost-modeling techniques in the context of the growing trend in "offshoring" white-collar work. This data-rich case gives students the opportunity to test their analysis skills and link the data with other topics such as sourcing strategy and queuing theory. It works well following "Whirlpool Global Procurement" (OM-1071)as it offers a nonmanufacturing example of the application of cost modeling.


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  • Overview

    This case provides an opportunity to apply cost-modeling techniques in the context of the growing trend in "offshoring" white-collar work. This data-rich case gives students the opportunity to test their analysis skills and link the data with other topics such as sourcing strategy and queuing theory. It works well following "Whirlpool Global Procurement" (OM-1071)as it offers a nonmanufacturing example of the application of cost modeling.

  • Learning Objectives