new communication methods such as Voice over ip, Instant messaging, and Issue Tracking Systems, new Time management methods such as Time Tracking Software, and new cost and schedule assessment tools such as Cost Estimation Software.

Quality of service is best measured through customer satisfaction questionnaires which are designed to capture an unbiased view.

Industry leaders turned to each other, trade journals and management consultants to try to regain control of the situation, and the next answer that grabbed hold of the industry was labor cost arbitration; leveraging cheap, offshore resources to replace or pressure increasingly expensive legacy outsource vendors. Pressure led incumbent vendors to move resources offshore, or to be replaced wholesale. As this renegotiation was under way, many customers seized the opportunity to restructure to gain more control, transparency and negotiating power. The end result has been fragmentation of outsource contracts and a decline in mega-deals. Many companies are now relying on several vendors who each offer specialization and / or lowest cost.

billion dollars worth of information technology (IT) outsourcing contracts is in a limbo after on Thursday’s Supreme Court verdict cancelling 122 licences of telecom firms.

Tech Mahindra had signed an outsourcing deal from Etisalat, with a revenue estimate of $400-500 million.

$500-600 million outsourcing deal with Uninor in 2009.

year 2011 results show the popularity of the banking, financial services, insurance (BFSI) business process outsourcing and BFSI applications outsourcing (AO).

2012, Everest Research Group forecasts growth of about 15% in BFSI globally depending on global economy and majority of this will be driven by the capital markets BPO which is seen to account for the 20% growth.

Reason for outsourcing will not just be cost arbitrage but also process transformation.