Because of the rapid growth and increased competition in information technology (IT), business process outsourcing (BPO) and other service sector industries in India, quality and cost of operations have become the major distinguishing factors among such companies. Survival, growth and profits depend on how an organization controls its costs and satisfies its clients or customers….
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Most competitive businesses around the globe are focusing on their processes for quality improvement, cost reduction and delivery-time reduction. They also are looking at other ways of achieving an edge over competitors, such as certifications like ISO, CMM/CMMI, PCMM, ITIL, COPC, etc. Still they may not be as successful as they would like. The primary…