An insight into YUDU's operations management
Daniel Fish is YUDU’s operations manager, dealing with the day to day running of our Clitheroe-based production team. He kindly agreed to sit down with us and speak about what his daily role involves.
1. What’s a day in the life of YUDU’s production Operations Manager like?
Demanding. With the largest of teams to cover within the company I have many different areas to deal with on a daily basis. Ranging from App & Digital Edition production to customer support, elements of creative services to involvement with development, no two days are the same. The variety of my days is what makes the job so rewarding however, I’m never bored or ‘clock-watching’ like in previous positions before joining YUDU. In fact, I’m often cursing the speed at which time appears to fly!
2. What work practices have you introduced that you’re particularly proud of?
As the size of the Operations team grew it became possible, and necessary, to create 2 distinct sections. App technicians & Digital Creation/Support. This allowed technicians to dedicate themselves to areas they were most familiar with and provide better service to our clients. The introduction of Zendesk support system is also a huge improvement, monitored by Ray Roocroft who recently became Customer Experience Manager which was also the product of realising the potential we have within the team for natural progression. I also work hard to improve the overall efficiency of the Operations team by working with individuals on managing workloads, communication and personal organisational skills. By improving self-discipline I believe has a knock-on effect with the level of service provided.
3. Can you explain a little about YUDU’s bureau service?
Although we’re called YUDU (You Do the publishing) we also offer what we call our “Bureau Service”. This service sees the technicians within my team undertake the production work on the clients behalf. At present it’s mainly the creation of digital editions that clients can undertake themselves, however we hope to release our AppFactory product for clients wishing to build their own apps too. Currently apps can only be built using the Bureau Service given the processes, hardware and some software involved, however we’re working hard to bring these online for everyone to use via an easy to understand User Interface.
4. What are you most excited about moving forward?
All being well, the AppFactory product! We also have WidgetCreator and HTML Reader on the horizon. From an Operations point of view, these features will empower YUDU Publisher users to do even more within the system whilst simultaneously reducing the amount of Bureau Service tasks on technician schedules. The main advantage of this allows us to spend more time supporting that which matters most. You, our clients. Away from developments and feature releases, I’m also extremely excited about further improving the support given to all corners of the globe. The fantastic thing about cloud publishing is the ability for greater scalability. This means we can increase our support offering with only the smallest of additions to the team.
Q: How long have you been with YUDU Media?
Since May 2010
Q: How would you describe your job at YUDU Media?
Ensuring the smooth and efficient running of the production and support teams.
Q: Do you have a nickname, inside or outside of work?
Probably, though I've not been made aware of it yet ;) … Fish otherwise.
Q: Favourite guilty food?
Q’zine mega burger with extra cheese (other burgers with cheese are available). Basically anything that’s meat with cheese. And bacon.
Q: If you won the lottery what is the first thing you would do?
Pick myself up off the floor.
Q: Three words that best describe you?
Realistic. Stubborn. Determined.
Walking, running, cycling, gym, food, TV & film.
Q: Finally, where do you think you will be in ten years?
I can’t speculate 10 months or even 10 weeks from now, 10 years is a lifetime away! I’d like to think I’d be living somewhere a bit warmer though!