Appendix . Notes

Chapter 1

1.

See John McCarthy, “BPO’s Fragmented Future,” Forrester Research, August 2003, p. 6; and Standish Group, “Project Success Rates Improved Over 10 Years,” Software Magazine, January 15, 2004, http://www.softwaremag.com/L.cfm?Doc=newsletter/2004-01-15/Standish.

2.

Amrit Tiwana and Mark Keil, “The One-Minute Risk Assessment Tool,” Communications of the ACM 47, no. 11 (2004), pp. 73–77.

3.

Susan Cantrell and James Benton, “Harnessing the Power of the Engaged Workforce,” Outlook, no. 1, February 2005.

4.

“Engaged Employees Drive the Bottom Line,” ISR Research, http://www.isrinsight.com/pdf/solutions/EngagementBrochureFinalUS.pdf.

5.

Jane Linder, Rob Cross, and Andrew Parker, “Charged Up,” Business Strategy Review 17, no. 3 (2006), ...

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