1. CORPORATE SERVICES Wendy Courtney – September 2007

2. TRAINING & DEVELOPMENT QUALITY ASSURANCE CORPORATE SERVICES

3. Induction Facilitators Training Co-ordinators Investors in People ‘Champions’ TRAINING & DEVELOPMENT

4. INVESTORS IN PEOPLE Re-assessment November 2008 PLAN DO REVIEW

5. 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

6. 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

7. 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

8. Stage 6 Stage 5 Stage 4 Stage 3 Stage 2 Stage 1 Recognise 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

9. T&D AWARD / PRESENTATIONS TRAINING & DEVELOPMENT

10. QUALITY ASSURANCE CUSTOMER FIRST UK

11. 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

12. 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

13. CUSTOMER FIRST UK Customer Relationships Market Awareness Staff Development QUALITY ASSURANCE

14. CUSTOMER RELATIONSHIPS Managing Customer Relationships -Customer Research Programme -Customer Complaints Procedure -Customer Service Training QUALITY ASSURANCE

15. MARKET AWARENESS Business Plan / Objectives Mission, Vision, Values Communication Plan Market Research QUALITY ASSURANCE

16. STAFF DEVELOPMENT Recruit the best people Role / Responsibilities T&D to perform the job effectively Feedback on performance Review and Appraise QUALITY ASSURANCE

17. 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

18. CORPORATE SERVICES QUESTION & ANSWER SESSION