The general manager of an international airline made an agreement with the top
executive of a supplier because they had worked together before and trusted each other.
The deal was simple enough. The supplier would take over call center operations; it’s core
business, so that the airline could focus on its core business. This was to be a strategic
partnership, so both parties believed they only needed a brief, high-level memorandum of
understanding (MOU). The contract and other specif
ications would be developed over time.