Offshoring / Outsourcing service delivery - AHUA

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<strong>Offshoring</strong> - Benefits • Cost Savings – e.g. staff and space/facilities • Quality improvements– e.g. HESA/HESES data, responsiveness of student helpdesk, etc • Process improvements and added value – e.g. admissions processes • Management Information – e.g. student enquiries • Capacity – e.g. able to plan work throughout year to maximise output • Flexibility – e.g. ability to respond to changing circumstances • Competitive advantage
<strong>Offshoring</strong> - Lessons Learnt • Senior level buy-in and strong/engaged management (champions) • Pilot projects – defined scope/timelines; reduces risk • Cultures/working patterns • Process mapping/SOPs • Not everything can be offshored • Patience/time to implement/training • Communications – UK staff/Trade Union reaction • Small vs large BPO/flexibility
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 and 12: Offshoring - Background • India -
Page 13 and 14: Offshoring - Pilot Projects • Aim
Page 15 and 16: Slide 15 10/04/2013
Page 17 and 18: Offshoring Future Activity • Bein
Page 19: Slide 19 10/04/2013
Page 23 and 24: Way Forward • What’s next for d

Offshoring / Outsourcing service delivery - AHUA

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