Lessons That EBay and Genpact Learned from the BPO Implementation

question 68

Multiple Choice

Lessons that eBay and Genpact learned from the BPO implementation include each of the following except:

• A) Manage change by securing the commitment of senior leaders
• B) Set realistic expectations and manage them actively
• C) Focus on minimizing costs
• D) Anticipate risks and formulate a plan for mitigating them

---

Definitions:

Negative Incentives

Penalties or undesirable outcomes that are used to discourage certain behaviors or decisions.

Latent Learning

Learning that occurs without any obvious reinforcement at the time but that is apparent in a later situation.

Drive Reduction

A theory in psychology that explains behavior as driven by the need to reduce internal tensions caused by unmet biological needs.

Incentives Necessary

The concept that motivation or behavior is influenced by a reward or incentive.