Offshoring / Outsourcing service delivery - AHUA

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<strong>Offshoring</strong> – Why? • Need to increase efficiency/productivity of administration • Increasing emphasis on moving administrative functions online • Need to improve business processes • Need to improve data quality • Need to support longer opening hours in UK and support worldwide University operations
<strong>Offshoring</strong> – Pilot Projects • Aim of initial pilot – to test whether it was cost-effective to offshore ‘back-office’ processes to a company in India and during the pilot to test fully issues such as quality, reliability and efficiency. • Used ‘piloting’ of projects to control risk • Initial pilot project - student applications data entry (largest volume) • Next pilot project - pre-enrolment student e-mail enquiries (use of e- mail) • Most recent pilot – student helpdesk (use of voice)
Page 1 and 2: New Ways of Working Steve Knight De
Page 3 and 4: About Middlesex • 40,000 students
Page 5 and 6: Centralisation of Support Services
Page 7 and 8: Outsourcing/Offshoring • UK - str
Page 9 and 10: Slide 9 10/04/2013
Page 11: Offshoring - Background • India -
Page 15 and 16: Slide 15 10/04/2013
Page 17 and 18: Offshoring Future Activity • Bein
Page 19 and 20: Slide 19 10/04/2013
Page 21 and 22: Offshoring - Lessons Learnt • Sen
Page 23 and 24: Way Forward • What’s next for d

Offshoring / Outsourcing service delivery - AHUA

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