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Download full textWitman, Paul D.; Njunge, Christopher – Information Systems Education Journal, 2016
Often, users of information systems (both automated and manual) must analyze those systems in a "black box" fashion, without being able to see the internals of how the system is supposed to work. In this case of business process outsourcing, an insurance industry customer encounters an ongoing stream of customer service issues, with both…
Descriptors: Outsourcing, Case Method (Teaching Technique), Information Systems, Systems Analysis
