1. UC&R Wales - Charter Mark event - 15th January 2007 Charter Mark – the University of Bolton story. Dawn Grundy

2. Charter Mark The University of Bolton’s perspective Introduction Introduction Project management Project management The package we chose The package we chose So where do you begin? So where do you begin? Getting users involved Getting users involved Questions Questions

3. Charter Mark The University of Bolton’s perspective Our Story What it means to us: This award underpins our philosophy to provide excellent customer services for all our users, both within the University and in the wider community.  LSS (Learning Support Services) began the Charter Mark process in 1999.  First gained the award in 2002, and successfully re-accredited in 2005 and just had our ‘compliance check’ in December  Received our report back from the assessor and have scored 62 out of 63

4. Charter Mark The University of Bolton’s perspective About Us  LSS operates from two sites, converged service.  Five teams; Planning& Administration, Academic Liaison &Development, Collection Management, Learning Support Centres, and Serials & Electronic Development  53 members of staff, converged service.  Latest figures show 8734 students, 47% part-time, 53% full time. 8.2 % of students have specific needs.

5. Charter Mark The University of Bolton’s perspective Project Plan Timescale Our latest submission timetable looked something like this!  Chose assessor December 2004  Deadline for teams criteria submission.March 2005  Collate evidence and write submission documentMay/June 2005  Pre-visitOctober 2005  VisitNovember 2005  Compliance checkNovember 2006

6. Charter Mark The University of Bolton’s perspective Project Management Current Charter Mark project team (much depleted) consists of :  Head of Learning Support Services  Learning Support Centres Manager.  Serials and Electronic Development Manager (Project leader)  Information Officer (me!) All have clearly defined roles within the project group

7. Charter Mark The University of Bolton’s perspective The path we chose.. At last assessment we chose a pre-visit (1/2 day) and a full visit (full day) The reasons behind that were  In control of our own destiny  Room for slippage  Gave us plenty of opportunity to get to know the assessor.  Got staff and students used to the process (and us!)

8. Charter Mark The University of Bolton’s perspective Getting started Go on make that jump! The first tentative steps must consist of: The first tentative steps must consist of: In control of our own destiny  Get together a keen and motivated project team  Research, research, research.  Then visit, visit visit  Use the resources you have (see above!)

9. Charter Mark The University of Bolton’s perspective Standards Getting Started Look at all areas of you service  We gave the teams the responsibility of defining their own standards  Looked at all areas of the service  Made sure they were SMART  Monitoring of the standards.

10. Charter Mark The University of Bolton’s perspective Getting users involved Well you’ve already began with your staff… The first tentative steps must consist of:  Membership of project team essential at the beginning.  Use your staff’s strengths  Use the resources you have (see above!)  Keep close links with partner colleges, academics etc who you know value your service

11. Charter Mark The University of Bolton’s perspective What’s next? Who knows?… Well no one really but whatever happens, we intend to  Keep using it as a tool.  Develop an action plan from the findings  Keep collecting the evidence.  Keep it fresh in everyone’s minds by being part of the staff induction process, on PDP’s and a standing item on team agenda’s.  And be proud of our achievements

12. Charter Mark The University of Bolton’s perspective Contact Details Dawn Grundy D.Grundy@bolton.ac.uk