Leading Secondary Publisher Facing Quality Problems Turns to Data Gateway
A leading secondary publisher in e-research and educational publishing for libraries, schools and businesses has been outsourcing its abstracting and indexing requirements for decades. Known for its accurate and authoritative reference content as well as its intelligent organization of full-text magazine and newspaper articles, this publisher creates and maintains more than 600 databases that are published online, in print, as eBooks and in microform. However, it found itself experiencing problems of poor quality and high turnover among its existing abstracting and indexing vendors. High turnover led to an increase in this publisher’s cost for training its vendors’ staff. Consequently, poor work quality and increased work backlog resulted from the vendors’ failure to achieve optimal production and quality levels.
Becoming acquainted with Data Gateway and what it can offer prompted this publisher to select Data Gateway to become one of its key vendors. Data Gateway documented its first training for this project (done remotely via Internet), created its own training manual and conducted subsequent trainings as production ramp-up progressed. Data Gateway also created a Quality Manual for its team’s internal use, to ensure that consistent quality is attained. A marked difference with other vendors was eventually observed by the client after evaluating Data Gateway during this period. At one time, the client even consulted Data Gateway regarding its Quality Manual, some sections of which were eventually adopted by the client.