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CORPORATE SERVICES Wendy Courtney – September 2007 CORPORATE SERVICES • TRAINING & DEVELOPMENT • QUALITY ASSURANCE TRAINING & DEVELOPMENT • Induction Facilitators • Training Co-ordinators • Investors in People ‘Champions’ 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 TRAINING & DEVELOPMENT 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 PLAN,DO AND REVIEW Stage Judge the benefit to the individual team and organisation Stage Use and reinforce learning Stage Experience the learning process Stage Design the learning process Stage Define Development Objectives Stage Recognise a business need 1 2 3 4 5 6 TRAINING & DEVELOPMENT • T&D AWARD / PRESENTATIONS QUALITY ASSURANCE CUSTOMER FIRST UK QUALITY ASSURANCE 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 CUSTOMER FIRST UK University of Gloucestershire University of Bradford University of Huddersfield University of the Arts (London College of Fashion) University of Sheffield (Polymer Centre) Uxbridge College South Devon College Exeter College Shipley College Cornwall College Newham College Leeds College QUALITY ASSURANCE 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 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