Breaded Garlic and Ginger Prawns £3.75

By Alan Rodger

British companies are investing huge amounts of money in making changes to their traditional business practices. The main aims behind this investment are to increase the quality of services provided, while reducing prices.

The demand for available and skilled IT resources in the UK is so great that many customer services companies have decided to outsource contracts to low-cost countries, such as India, in order to meet this demand.

So, what are the challenges and opportunities that outsourcing presents? There have been many newspaper stories of failed projects and broken-down relationships between customers and the service companies who have outsourced contracts. Probably the most famous of these stories was LS, who had agreed a ten-year deal to provide services for Tilkin. This ended earlier this year, when LS was replaced by Calcot. However, it was not all bad news and LS behaved professionally and helped to ensure the successful takeover of the service by its rival, so the only problems reported were minor ones.

The main goal of investing in outsourcing is to improve the quality of customer services, and to lower the cost of operations at the same time. One example of a successful outsourcing partnership is Bilton’s. Almost two years ago the company started outsourcing services to a consortium of companies. The deal with the consortium is for five years. Payments are made to the consortium if it reaches its targets – it has to deliver a two percent improvement in customer satisfaction annually.

There are huge opportunities for small and medium-sized businesses to make savings by using shared services. For instance, organisations with similar requirements can negotiate to use the same service provider. This would mean that the costs for each company would be reduced through savings of scale. This is the model behind a deal recently announced for a joint venture between Parts-2-go and Delkon.

Partnerships are great opportunities to show what can be achieved with open minds, shared interests, and a commitment to better and cheaper services. Perhaps the experience of the past can actually help make changes for the future.

From the Financial Times

GLOSSARY

consortium, noun, sing. a combination of two or more large international companies, which join together for a special _common purpose.

Skills

A Complete the gaps in the conversation with appropriate phrases (a–j).

Sandra: John, ______________ ²⁹ ? When would be the best time to launch the new sun cream range? July?

John: _______________ ³⁰ I think May would be better. That’s when most people start going on holiday.

Sandra: _______________ ³¹ but I’m not sure we’d be ready by then. There’s still a lot of work to do.

John: I know _______________ ³² So, what do you suggest?

Sandra: _______________ ³³ June? That gives us three months to prepare.

John: _______________ ³⁴ we need three months to prepare?

Sandra: Two months would be too little, I think. _______________ ³⁵ about that?

John: Three months will be fine– _______________ ³⁶ anyway.

Sandra: Great. _______________ ³⁷ ring Martin and see if he agrees.

John: _______________ ³⁸ for a minute. Can we discuss something else first before you call?

a) what you mean

b) what’s your opinion

c) How about

d) I propose that we

e) That’s true

f) Well, I think so

g) Maybe, but

h) How do you feel

i) Are you saying that

j) Hold on

B Some of the underlined phrases in the telephone conversation below contain errors. Find and correct them. If a phrase is correct, put a tick in the space next to that line.

Bob: Good morning. Easy electrics.

Alexis: Hello. I’d like speaking with Bob Baker, please

__________________________________________________³⁹

Bob: Bob Baker speaking.

Alexis: Oh, hello. My name’s Alexis Draper

__________________________________________________⁴⁰

We’ve got a meeting on Wednesday, but I’m afraid something’s come to.

__________________________________________________⁴¹

Bob: No problem. How if Thursday?

__________________________________________________⁴²

Alexis: Sorry, I can’t make it then. Could we meet on Friday

__________________________________________________⁴³

at eleven?

Bob: That’s OK to me.

__________________________________________________⁴⁴

Alexis: Good. So I’ll see you on Friday. ________________________ ⁴⁵

Bob: OK then, Bye.

Alexis: Bye.

C Complete the conversation using the sentences (a–e).

Woman: Hello Boris. Nice to see you again.

Man: __________________________________________________⁴⁶

Woman: __________________________________________________⁴⁷

Man: __________________________________________________⁴⁸

Woman: Oh yes. Maxlite manufactures bags, doesn’t it?

Man: __________________________________________________⁴⁹

Woman: __________________________________________________⁵⁰

Man: Thanks very much – I will.

a) I’m working there at the moment. Let me give you my card. Give me a call when you are in London next.

b) Not too bad, thanks. Where are you working these days?

c) I’m with Maxlite. I’m in the sales department.

d) You too! How are you?

e) That’s right. We’ve got branches throughout the UK, so I’m hoping to work in London at some point.

Vocabulary

Complete the sentences using the correct alternatives.

51 What is Janice’s management ________________?

a) style b) way c) type

52 I’m working on a new research ________________

a) field b) project c) policy

53 I’ve heard our company is going to ________________ with PTL Limited.

a) merge b) acquire c) expand

54 We need to ________________ the layout of our department.

a) reorganise b) regulate c) relocate

55 I wouldn’t say they were cheap, but the CDs were certainly good________________

a) cost b) price c) value for money

56 We’ve discovered a complete lack of brand- ________________ among our target customers.

a) stretching b) awareness c) force

57 Expect ________________ on this service of up to 2 hours.

a) delays b) seats c) overbooking

58 The business has twelve retail ________________ in London.

a) subsidiaries b) outlets c) warehouses

59 Millers is a very ________________ company. I can’t see it ever modernising the way it operates.

a) conservative b) dynamic c) progressive

60 I’m working on a new campaign to ________________ our new product range.

a) promote b) move c) relocate

61 I work in a large department ________________ .

a) store b) kiosk c) warehouse

62 In order to get a new job, I need to ________________ .

a) retrain b) retail c) relaunch

63 Shall we walk upstairs or take the ________________ ?

a) subway b) lift c) left

64 I don’t ___________ with you at all.

a) complain b) criticise c) agree

65 Shop at Davey’s – we stand for ___________ and reliability.

a) quantity b) quality c) standard

Writing

A You have received the following e-mail. Write a short reply (40 to 50 words). Include the following points:

• thank Mandy for the invitation

• explain that you are not available for the meeting as you are on a course

• accept the lunch invitation and arrange a time and date

Paul Healey

Subject:

Project Meeting

Dear Paul

I just wanted to check you’re available for the project meeting on December 19 at 14.30. Do you fancy lunch sometime next week? We could go to Brown’s, the new place in the town centre perhaps? I’ve attached a copy of their menu.

Mandy

Brown’s

Starters

Breaded Garlic and Ginger Prawns £3.75

with a sweet chilli dip.

Date: 2015-12-17; view: 1971