It's the process, stupid

Much remains to be understood about BPO. In this installment of "Higher Learning" from CIO magazine, I, in collaboration with three other researchers at the McCombs Schol of Business—Anitesh Barua, Prabhudev Konana and Andrew Whinston—draw on empirical research to propose questions that managers must address to properly manage a BPO relationship. We point out that success in BPO relationships is contingent on a deceptively simple fact - a comprehensive and early understanding of the risks and challenges associated with outsourcing a business process and the design of a governance structure that best internalizes such risk. A closer look at the outsourced process offers insights in this direction.
http://www2.cio.com/higher/report3503.html