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February 2005

12 Feb. 2005
Setting Our Customers Free- Without Breaking the Budget. It's no longer a question of whether you should implement Web Self-Service, since you know your customers are looking for it. It's now a matter of convincing your CEO that this is the opportune time to implement it. What are the steps involved in building a business case for Web Self-Service? What are the benefits for your customers and your company? What type of ROI will you expect to see in the first six months? Why is Web Self-Service a critical component of your customer service offerings? A Web Self-Service application satisfying the needs of your customers and your CEO both

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22 Feb. 2005
Knowledge Management- What It Really Means For Today's Off-Shoring ? Off-shoring is a type of outsourcing. Off-shoring simply means having the outsourced business functions done in another country. Frequently, work is off-shored in order to reduce labor expenses. Other times, the reasons for off-shoring are strategic :

  • To enter new markets
  • To tap talent currently unavailable domestically or to overcome regulations that prevent specific activities domestically.


  • India has emerged as the dominant player in off-shoring, particularly in software work. Three factors came into play to make this possible. First, in the 1970s the Indian government put in place regulations that mandated that all foreign ventures have Indian majority ownership. Fearing government takeover, many large U.S. corporations, such as IBM, departed, leaving India in the position of fending for itself to maintain its technical infrastructures. This quickly forced the creation of schools to train students in technology.

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