By Alan Rodger

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Language

Complete the sentences using the correct form of the verb in brackets.

1. __________ (you / work) on a new project at the moment?

2. My colleague always __________ (finish) work early on Fridays.

3. Our company __________ (already / invest) $4.54 million in Research and Development this year.

4. The marketing team __________ (meet) in London once a week.

5. At the moment we __________ (not develop) a new brand.

6. __________ (you / usually / buy) birthday presents for your colleagues?

7. The new company, GoKids, __________ (produce) books for children.

8. I __________ (see) my boss at 12.30 tomorrow.

9. I’m going to the conference too. I __________ (give) you a lift if you like.

10. The bus __________ (depart) from the central bus station at 7.35 p.m.

11. I won’t be able to make the workshop on Friday. I __________ (go) to Frankfurt for a long weekend.

12. __________ (you attend) the seminar next week?

13. I think the Budapest flight __________ (be) late too.

14. They __________ (stay) at the Ibis Hotel in Paris at the moment.

15. I’ve decided I __________ (leave) the company soon.

Reading

Read the article and decide if these statements are true or false.

16. British companies are failing to spend money on modernising their businesses.

17. Large numbers of companies have invested in new IT equipment.

18. The press have reported on many unsuccessful projects.

19. LS took over Calcot.

20. LS recently took over its rival.

21. Bilton’s is a successful partnership.

22. Small and medium-sized businesses need to negotiate better.

23. Parts-2-go and Delkon are working closely together.

Changes in business operations

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

Complete the sentences using the correct alternatives.

24. What is Janice’s management ________________?

a) style b) way c) type

25. I’m working on a new research ________________

a) field b) project c) policy

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

a) merge b) acquire c) expand

27. We need to ________________ the layout of our department.

a) reorganise b) regulate c) relocate

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

a) cost b) price c) value for money

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

a) stretching b) awareness c) force

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

a) delays b) seats c) overbooking

31. The business has twelve retail ________________ in London.

a) subsidiaries b) outlets c) warehouses

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

a) conservative b) dynamic c) progressive

33. 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

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

a) retrain b) retail c) relaunch

35. Shall we walk upstairs or take the ________________ ?

a) subway b) lift c) left

36. I don’t ___________ with you at all.

a) complain b) criticise c) agree

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

a) quantity b) quality c) standard

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