Steve Denton Pro-Vice-Chancellor Registrar and Secretary ...

Steve Denton Pro-Vice-Chancellor Registrar and Secretary ...

Customer Service Excellence Standard 10 years of Impact and Value Helen Loughran, Libraries and Learning Innovation, Leeds Metropolitan University

Leeds Metropolitan University 28,000 students 3,000 staff Libraries and Learning Innovation 2 campus libraries

24/7/365 opening 2,100 study spaces University IT provision 1.5 million visits a year 400,000 books / journals Virtual Learning Environment 95 FTE staff

Libraries and Learning Innovation and CSE Achieved Charter Mark December 2001 Achieved CSE February 2009 Reaccredited 2012 with full compliance and 7 compliance pluses University CSE by 2015

Costs Involved Staffing Project costs Cultural change Assessor Assessment event

Impact and Value Student Experience Enhanced Services

Student Experience others think they listen but they dont you actually listen and act upon what you hear SU President

Student Experience Library floor space per FTE Spend on info per FTE NSS = 84% ISB = 91%

LLI Staff Experience I am really happy that I have been able to give a little contribution to the good functioning of the

team and to the delivery of the excellent customer service provided. I really enjoyed myself working there and I must say that I learnt a

lot in terms of good practices and customer care over the years. Staff Experience 2011 Staff Survey

Enhanced Profile - Internally John Lewis would be envious I'm sure hugely important for our day-to-day support for our students reflects all the excellent work you do (comments from senior university managers following reaccreditation)

Enhanced Profile - Externally Impact and Value Student Experience

CSE More Information Helen Loughran: [email protected] JISCmail list: CSE-STANDARD Networking Day: Tues 11th Sept De Montfort

Recently Viewed Presentations

  • El subjuntivo en cláusulas adverbiales

    El subjuntivo en cláusulas adverbiales

    El subjuntivo en cláusulas adverbiales The subjunctive in adverbial clauses (or following certain conjunctions)
  • Rule # 14 Being of Service

    Rule # 14 Being of Service

    During this time in Candidacy you are going on an Emmaus walk of sorts, which area (please define area in the most general sense) is the hardest for you at this present moment? Which area is the easiest at this...
  •  Assessment of jaundice By Amr Abd Elmoty Diagnostic

    Assessment of jaundice By Amr Abd Elmoty Diagnostic

    ) alleles are warranted with a suspicious family history (liver or lung disease in those younger than 40 years of age) and symptoms of alpha-1 antitrypsin deficiency (e.g., emphysema), and when other diagnoses are ruled out. Wilson's disease: a genetic...
  • 1 Sub-brand to go here ESRC Research Methods

    1 Sub-brand to go here ESRC Research Methods

    Arial Wingdings Times New Roman Default Design Microsoft Word Document Slide 1 Critical appraisal and qualitative research: exploring sensitivity analysis Background Slide 4 Slide 5 Examples Background Sensitivity analysis Aims Methods The reviews* Thematic Synthesis* Critical appraisal Methods Results of...
  • La Semana Santa - Polk County School District

    La Semana Santa - Polk County School District

    It is know as "La semanasanta" or "The holy week" and it occurs the week before Easter (last week of Lent). Entire communities come together for Semana. Santa celebrations. In some places, religious processions fill the streets each day of...
  • Shabbat Shalom Welcome to House of Israels Shabbat

    Shabbat Shalom Welcome to House of Israels Shabbat

    Therefore, King Agrippa, I was not disobedient to the heavenly vision, but I declared to those in Damascus first, and then to those in Yerushalayim and in all Judea, and to the Gentiles, that they should repent and turn to...
  • The Amazing Race: LIVE in your classroom!

    The Amazing Race: LIVE in your classroom!

    Idea of the game. The object of The Amazing Race: LIVE in your classroom is for teams of 2-4 players to complete a series of clues and be the first team to return to the "Finish Line".. Depending on your...
  • Distribution Game - FIU

    Distribution Game - FIU

    More info at erpsim.hec.ca. Version : August 2011. SAP Menu & Navigation. Top Menu: Extras / Settings / Display TechnicalNames. Show some navigation. Begin by changing the settings to view the transaction codes. Browse the SAP menuto illustrate the depth...