Cases and implementation · 27 January 2024
In January 2024 I described an early stage of building a remote team of people with disabilities to deliver real BPO processes. The original article captures a specific moment; it is not a report on the project's current scale or a statistic about the market. We do not rewrite that history whenever the team changes. It shows which decisions turned recruitment into a functioning team, rather than a list of hires.
The value of this case is neither the customer's name nor a promise that one model fits every organisation. It is the sequence: real work → an owner → a process → recruitment → integration → an outcome. Reverse it, and “we'll find some work later” produces a headcount rather than a team. The sequence can be repeated, but each time it has to be designed around a specific process and a person accountable for it. The original article remains the historical record. This page explains what that record tells us now.
Originally published 27 January 2024.
