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As anybody involved in a major outsourcing initiative will tell you, change is part of the process. The people directly involved have to adapt to new ways of working and possibly to a new employer (presuming layoffs aren't their fate). Yet, those put in charge of overseeing the operational details in moving work to a service provider often lack the skills needed to help employees make the transition - they're too busy setting up benchmarks, negotiating contract terms, reporting to upper management on the progress. And that can mean disaster for the effort.
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