| HBS Case Collection
(Revised from original 1998 version)
SITEL has grown extremely rapidly and is now operating worldwide with operations in more than 30 countries. Since many of its locations serve the same customers, the officers are debating the costs and benefits of additional centralization. Some feel that the autonomy of the managers has spurred the spectacular success. Others believe that cost savings and sharing best practice could add substantially to the future potential of the company.
Keywords: Organizational Change and Adaptation;
Globalized Firms and Management;
Stevenson, Howard H., and Martha Gershun. "SITEL Corporation." Harvard Business School Case 898-153, May 1998. (Revised from original February 1998 version.)