It’s not surprising that the project was problematic, says Peter Bendor-Samuel, CEO of outsourcing consultancy and research firm Everest Group. “When you make such a huge change all at once and you’re trying to implement systems and processes for the first time, the unintended consequences that cascade are enormous,” Bendor-Samuel says. “We see this all the time in business, albeit on a smaller scale. The only surprise to me is that it worked at all.” Read more.
