1. 1 Writing good proposals

2. 2 What makes for a good OR proposal?

3. 3 Proposals (#1) These need to: Be clearly written Focus on what the client wants (or you think they need) Focus on the business benefits to the client Focus on your consultancy’s edge/competitive advantage Outline the key tasks/activities Present key milestones and deliverables Detail time inputs and costs Make the client aware of scope, limitations, risks

4. 4 Proposals (#2) Structure: Summary of key proposals and business benefits Reminder of the brief and scope as understood by the consultant Details of the proposed project – methods, techniques etc Project plan and key deliverables Contingencies & risks Costings Why your consultancy should get the contract Appendices: team details; legal stuff etc

5. 5 Costings Clients usually expect to see a day rate This needs to be calculated for differing grades of staff on the project Clients will normally only pay for work directly on the project Clients will normally only pay for direct expenses – eg travel

6. 6 Costs Work out a day rate Decide how much flexibility you’ll have around this Decide how badly you want the contract Think about negotiation/haggling

7. 7 Day rate Annual salary aspiration Available annual fee-earning work days Add in:  Project specific expenses (travel etc)  Resources (office, equipment, software, etc)  Other financial costs (superannuation, NI etc)  Cost of support staff  Other overheads  Direct expenses  VAT

8. 8 e.g. Salary aspiration: £30000 Work days #1: 250 (50 weeks x 5 days) Holidays: -30 Sickness/absence: -10 Training & devt.: -10 Work days #2: 200 Fee days: 150 Day rate £200 per day minimum

9. 9 Other costs to be added in Support staff Back office Equipment and software (Simul8 $5k; SPSS £10k) Rule of thumb: double the day rate to cover these costs

11. Example Highlands and Islands Enterprise Review of regional contact centre industry

12. Brief 1. Map the activity in the Highlands and Islands in terms of the nature of services provided, sectoral focus and the degree of overlap in services provided between operators. 2. Identify the current skills profile of staff and the degree of flexibility available to each operator in terms of skills availability and consequent readiness to adjust or enhance services provided 3. Undertake a SWOT analysis to illustrate the main issues facing the development of the contact centre industry in the Highlands and Islands, given the global competition and evident change in market direction. 4. Identify key developments required to realise the opportunities presented in the SWOT analysis. This will require analysis of potential market opportunities for the contact centre industry based in the Highlands and Islands.

13. Likely Methodology Desk-based review of available literature and collation of relevant data. Questionnaire to contact centre companies in the Highlands and Islands. Face-to-face discussions with HIE, Highlands and Islands Contact Centre Forum, Contact Centre Association and other key contacts as identified.

14. Timing & Budget Proposals should be submitted electronically no later than 3.00 pm Friday 19th March 2010. Consultants will notified of the decision to appoint by Friday 2nd May, with the work commencing early May. A final report will be required by mid June 2010.

15. Outline thinking 6 calendar weeks for project Key tasks - Questionnaire to contact centres to collect data - Input and Analysis of data - SWOT workshop with key players - Follow up market analysis - Write up

16. Questionnaire design (online version) 1 day plus ½ day for revision Email list of contact centres(HIE) Email invite & questionnaire½ day (inc reminder email) Wait 1 week and email reminder Initial data analysis2 days Review of initial findings½ day Final data analysis2 days Identify SWOT attendees(HIE) Desk research for SWOT agenda1 day SWOT workshop Write up 1 day ½ day Desk research for SWOT follow up2 days Write up. Draft Edit 3 days 1 day

17. Questionnaire design (online version)1½ days senior consultant Email list of contact centres(HIE) Email invite & questionnaire½ day admin staff Initial data analysis1.5 days junior consultant 0.5 days senior consultant Review of initial findings½ day senior consultants x 2 Final data analysis1.5 days junior consultant 0.5 days senior consultant Identify SWOT attendees(HIE) Desk research for SWOT agenda2 days junior consultant 0.5 days senior consultant SWOT workshop Write up 1.5 days x 2 senior consultants Desk research for SWOT follow up2 days junior consultant 0.5 days senior consultant Write up. Draft & Edit Edit 2 days x 2 senior consultants

18. Admin staff: ½ day Junior consultant: 7 days Senior staff: 11 ½ days Indicative HIE Budget £12k !!! Day rate implications – c. £400 per day