CORPORATE SERVICES Wendy Courtney – September 2007.

CORPORATE SERVICES

Wendy Courtney – September 2007

• TRAINING & DEVELOPMENT• QUALITY ASSURANCE

CORPORATE SERVICES

• Induction Facilitators • Training Co-ordinators• Investors in People ‘Champions’

TRAINING & DEVELOPMENT

TRAINING & DEVELOPMENT

INVESTORS IN PEOPLE

Re-assessment November 2008• PLAN• DO• REVIEW

TRAINING & DEVELOPMENT

PLAN• Link T&D activities to CS Mission• Corporate Services T&D Plan• Outcome based objectives for each Service • Resources in place to meet these objectives

TRAINING & DEVELOPMENT

DO•Induction (workplace, big picture)•On-the-job training•Off-the-job training – mandatory, legislative,

specialist, CPD, conferences, seminars etc•Performance Development Reviews•Centralised Recording and Reporting System

REVIEW• MICRO - Training Record Sheets,

End of Course Evaluation, De-brief

Evaluation – Did the individual learn anything?• MACRO

Improved performance – Individual and Team,

Overall business benefits from T&D for CS

TRAINING & DEVELOPMENT

Stage

6Stage

5Stage

4Stage

3Stage

2Stage

1Recognise a business need

Define Development Objectives

Design the learning process

Experience the learning process

Use and reinforce learning

Judge the benefit to the individual team and organisation

PLAN,DO AND REVIEW

• T&D AWARD / PRESENTATIONS

TRAINING & DEVELOPMENT

QUALITY ASSURANCE

CUSTOMER FIRST UK

Why Customer First?• Kite mark for customer excellence • Provides a framework to drive change • Flexible approach • Outcomes – impact on the customer• Inclusive of Customer Groups • Proven Quality Standard

QUALITY ASSURANCE

University of Gloucestershire

University of Bradford

University of Huddersfield

University of the Arts

(London College of Fashion)

University of Sheffield

(Polymer Centre)

CUSTOMER FIRST UK

Uxbridge College

South Devon College

Exeter College

Shipley College

Cornwall College

Newham College

Leeds College

CUSTOMER FIRST UK

• Customer Relationships • Market Awareness• Staff Development

QUALITY ASSURANCE

CUSTOMER RELATIONSHIPS

• Managing Customer Relationships

-Customer Research Programme

-Customer Complaints Procedure

-Customer Service Training

QUALITY ASSURANCE

MARKET AWARENESS

• Business Plan / Objectives • Mission, Vision, Values • Communication Plan• Market Research

QUALITY ASSURANCE

STAFF DEVELOPMENT

• Recruit the best people • Role / Responsibilities • T&D to perform the job effectively • Feedback on performance • Review and Appraise

QUALITY ASSURANCE

CORE MISSION OF CS

1. Improve the infrastructure of the University’s campuses

such that they are consistent with the new student fee

environment

2. Improve our student, staff and visitor facing services to ensure

an efficient and pleasant experience for the customers of our

process and facilities

3. Identify and develop working practices across the current

existing services to improve efficiency and effectiveness in the

delivery of our outputs to our customers

4. Improve the quality of management and customer information

we provide to improve decision making and develop appropriate

customer expectations of our facilities and services

CORPORATE SERVICES

QUESTION & ANSWER

SESSION