Managing Quality from Outsourced Services (1507MOS)

DATE:    Wednesday 8 July 2015

VENUE:  West One, 9-10 Portland Place, London, W1B 1PR (Map)

 

Many publishers are seeking to reduce costs by outsourcing non-core processes to third-party suppliers (either domestically or offshore) in areas such as customer service, subscription processing, peer review management, invoice handling, marketing and production. Using practical case studies, this workshop will identify some of the key skills essential for effective outsourcing (in line with those contained in the National Occupational Standards for Publishing/Outsourcing).

 

PROGRAMME

• Establishing the business case

• Initial research to find your solutions

• Cost-benefit analysis

• Pilot projects – Request for Proposal (RFPs)

• Setting up and managing the supplier

• Agreeing and maintaining Key Performance

• Indicators (KPIs) and Service Level Agreements (SLAs)

• Dealing with cultural differences and remote working (including time zones): Cultural values and their impact in everyday business; Negotiation

  and management style; Managing suppliers

• Communication: ‘the glue in business’ – how you can communicate more effectively

• Feedback – both positive and negative; Managing deadlines; Language

• Managing expectations and assigning responsibilities for both parties

• Agreeing the contract using KPIs and SLAs to manage conflict and problem resolution

• Changing suppliers.

 

TUTORS: Kathy Law, Maverick Publishing Specialists and Laxmi Chaudhry, Cultural consultant and trainer

 

More information and to book or email [log in to unmask]  

 

Don’t forget that if you are unable to attend an open course then we can bring the course to you as in-house training. Contact Amanda Whiting by email [log in to unmask] or tel: +44 (0) 1865 247776

 

Melissa Marshall

Training and Admin Coordinator

E: [log in to unmask] T: +44 (0) 1892 618219

W: www.alpsp.org Follow us on Twitter: @alpsp