This programme is no longer active.
Professional Services Excellence Programme
Key details: This is a pilot programme for nominated management and staff in participating service units. As a prerequisite to the programme, participants must complete the online Diversity and Inclusion training.
Audience
- Professional staff
Programme information
The Professional Services Excellence Programme comprises a series of short workshops to develop a shared understanding of principles of service excellence, and a common toolkit of techniques and approaches that can be adopted in pursuit of higher levels of service delivery performance.
Objectives:
- Develop the way staff in service units think about the way they do their job and how that contributes to service excellence
- Build a shared understanding of how we define service excellence across the University
- Enable service units to adopt a consistent approach to delivery service excellence
- Engage and empower service unit staff in evaluating and improving their own services
- Provide staff with a toolkit of skills and techniques that can be used in developing service excellence
- Provide staff with external recognition for the programme
- Ensure staff will be able to apply the concepts and tools in a way that is appropriate for their own service
Unit 1: Understanding Service Excellence
4 courses - you have to complete all of the following instances:
- PSEP: Adapting to deliver: interpretation, action planning and success
- PSEP: Introduction to Service Excellence
- PSEP: Setting the direction
- PSEP: The customer concept and understanding the customer
Unit 2: Delivering Excellence
4 courses - you have to complete all of the following instances:
- PSEP: Communicating with our service users
- PSEP: Complaints - making a negative a positive
- PSEP: Running focus groups
- PSEP: Running surveys
Unit 3: Service Unit action planning and implementation
1 course - you have to complete all of the following instances:
- PSEP: Action Learning
Unit 4: Enhancing service excellence skills (optional training)
4 courses - these are all optional.
- Change Management: for Managers
- Dealing with Difficult Behaviour 1
- Dealing with Difficult Behaviour 2
- Effective Communication