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Customers (PD Ports) Established 1852 (Powell Duffy Steam Coal Company) Based in NE – operates throughout key UK ports with a growing European presence.

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Presentation on theme: "Customers (PD Ports) Established 1852 (Powell Duffy Steam Coal Company) Based in NE – operates throughout key UK ports with a growing European presence."— Presentation transcript:

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2 Customers (PD Ports) Established 1852 (Powell Duffy Steam Coal Company) Based in NE – operates throughout key UK ports with a growing European presence Owns & operates ports of Tees and Hartlepool Major deep sea complex along NE coast Large land owner PD Logistics PD ports provides a multi touch example of University and business interaction involving consultancy, KTP, awarding of general credit, short UCPDs, several Fds, top ups to degree status, currently developing graduate training scheme

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4 PD Ports Their motivations: Changes in ownership – resulting in fragmented (and limited) training & development strategy Training needs analysis – showed their skills gaps Initial focus on up-skilling to Level 2 – health & safety etc – legislated Recruitment difficulties (some very specialised skills required) Prime location Their challenges: Required an enhanced induction process Growing own staff – from school science schemes, to apprenticeship, to choice of Fd, to Degree Succession planning Future focussed use of premises Needed multiple levels/subjects – crossing academic schools

5 Teesside University Our motivations: Large employer Interesting range of employees Open Book Pro-active Staff Development Manager On our doorstep Developing area – the riverside Fitted universitys strengths Had funding (at the time) Our challenges: Patience with PD ports – it had to be right for them Tenacity without pushing – keeping the mutual relationship going Open mindedness and listening Being prepared to accept that the victory (or relationship) may be lost Involving colleagues – diplomatically/strategically

6 Messy Isnt It? Teesside University Sector bodies/QAA Local funding partners Government HEFCE Student Customer? Employers Customer? Account Managers Academic Registry Quality & Standards Academic Schools Student Recruitment Finance Marketing Reputation Professional bodies Own Provisions Profit Training budget Fitness for Purpose Timeframes Commitments Outcomes Aspiration Quality Award Value Newness Work & Family Invisibility Aspiration Varied Expectations External demands Finance

7 Managing the messiness Business toolkit that collectively stores: o Processes o Documentation & forms o Guides Contracts and learning agreements CRMS Account Managers

8 CRMS – Why we did it? The big filing cabinet - but cleverer! Create & Record Customer Information Share with others Creates Transparency Builds Customer Intelligence Allows targeted marketing and engagement Produces Intelligent and accurate MI Data Protection Compliant & Auditable Reduces Duplication Standardises essential information

9 CRMS – How we did it? Mapped the customer journey Identified critical steps for various types of projects o Created workflows to manage these Devised bespoke training workshops and manuals Made sure the system matched the process (and was compatible with existing systems) Continuously analyse/monitor the information Now in phase 3 development Developed CRMS working groups that still exist

10 CRMS – How we use it Engage Create Records Deliver Refer Diagnose Need Propose Solution Monitor Feedback

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14 What skills/characteristics are required? – Open mindedness – Awareness of complexities – Ability to understand/make connections – Widely networked with experts – Problem solving – Analytical – Intellectually curious & innovative – but, also patient and realistic (sound familiar? A bit like a good graduate……….)

15 The Future Labour market intelligence suggests we need to continuously talk to companies ts/TVJSU_report_final.pdf ts/TVJSU_report_final.pdf Train the Trainer – type modules Openness to hybridity – i.e. mix of providers Keep working on seamless interface – i.e. hide the wiring Develop/inform/support – our own colleagues Academic mentorship scheme PgC module Networks Increasing the scope of Customer First

16 Dr Ruth Helyer Head of Workforce Development (Research and Policy) Teesside University Lisa McKeown Quality Manager (Employer Engagement ) Teesside University


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