Our goal is to deliver service excellence
We will be clear on what services and facilities we offer:
- by reviewing current service offered across the division
- by removing duplication
- by identifying and introducing new value adding services and stopping those which don't add value
- by publishing details of the services we offer online and in other formats
We will improve the experience of all campus visitors:
- by continuing to improve campus landscape and amenities
- by clearly signposting reception points
- by reviewing front of house services
- by introducing a student focused 'one stop shop'
- by providing customer service training for the entire division
- by fast-tracking the implementation of our retail strategy
We will improve efficiency:
- by introducing multi-skilling of the workforce
- by competitively tendering all existing contracts for services & goods in order to provide best value
- by reviewing our structure and service delivery models
We will modernise:
- by unifying our brand and image
- by investing in all of our operations
- by investing in our people through training & development
- by introducing awards for facilities staff awards
- by upgrading systems and equipment
We will introduce performance measurement
- by defining world class
- by benchmarking in-house and contractor service delivery/performance
- by defining and publishing service levels
- by publishing key performance indicators
- by implementing a compliments and complaints procedure
- by measuring customer satisfaction
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