Past Events
Wednesday 20 July 2016

Managing Quality from Outsourced Services

This course is available as in-house training (members only), please contact Amanda Whiting. If you would like to attend the open course, please register your interest with Melissa Marshall.


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).


  • Establishing the business case
  • Initial research to find your solutions
  • Cost-benefit analysis     
  • Creating and managing Request for Proposals (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

By the end of the course delegates will be able to

Understand how to set up and manage an outsourced supplier, how to establish and maintain agreed quality levels, including problem resolution, and how to build a successful partnership with the chosen vendor(s).

 Who should attend (Level 2 course)

Staff from small to medium sized organizations who need to work with vendors as an adjunct of their regular role. The course is aimed at people relatively new to the role (less than six months) or those more experienced who are now working with offshore vendors and wish to understand what makes them ’tick‘. Suitable across most disciplines and job functions.

Delegate comments

Really great day learning new skills and understanding. Great course!

Emma Chan, BMJ

“Really useful and informative.”  Neil O’Regan, Cambridge University Press


Kathy Law, Maverick Publishing SpecialistsKathy Law

Kathy works for Maverick Publishing Specialists and as such is involved in multiple conversations with multiple publishers (large and small, societies and commercial) and vendors regarding their requirements for support in their platforms, workflows, outsourced sales and marketing and market research. Previously she has worked for platform hosts, technology and fulfilment companies – The Biochemical Society/Portland Press, HighWire, Macmillan Publishing Solutions and Turpin Distribution – all of whom have provided outsourced services for publishers.

 Laxmi Chaudhry, Cultural Consultant and TrainerLaxmi Chaudry

Laxmi is a cross cultural consultant and trainer, specialising in business effectiveness across international cultures (including remote working, outsourcing and joint ventures). She works with global organizations in many sectors including publishing. Laxmi has worked for the McGraw-Hill companies as Director of Human Resources for UK/Europe (14 countries) and then for the Asia Pacific region (13 countries), based in Singapore. She speaks frequently at international conferences, has published many articles and is a Fellow of the Chartered Institute of Personnel Development. She speaks Hindi, Urdu, Punjabi and Gujarati.

This course will commence at 09:30 (registration, with tea/coffee, from 09:00) and end at approximately 17:00
Members           £365.00 (+ VAT where applicable)
Non Members   £530.00 (+VAT where applicable)
Venue: West One (De Vere), 9-10 Portland Place, London, W1B 1PR, T: +44 (0)871 222 4832 (Map)
Contact: Melissa Marshall  T: +44 (0)1622 871035 E:

How to book
Please note that you will need to log in to your account or register a new account to book a place on this training course. If you have any questions about this please email Melissa Marshall or any of the ALPSP team.

Upcoming Dates for this event

  • Wed 20 Jul 2016
  • Wed 20 Jul 2016
  • West One, 9-10 Portland Place, London