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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 http://www.teesvalleyunlimited.gov.uk/empskills/documen ts/TVJSU_report_final.pdf http://www.teesvalleyunlimited.gov.uk/empskills/documen 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 r.helyer@tees.ac.uk 01642 384268 Lisa McKeown Quality Manager (Employer Engagement ) Teesside University l.mckeown@tees.ac.uk 01642 384328


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