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At Edexcel, we're proud of our Institute of Customer Service (ICS) accreditation, and glad to be supporting National Customer Service Week (4-10 October 2010). In our Customer Service Pledge for 2010/11 you’ll find our customer service statement, which explains the standards we set for ourselves, and the standards you can expect from us. We’ve also reviewed ourperformance over the last year, and have identified some areas in which we know we need to improve. Finally, we’ve provided a summary of our services and the quickest ways tocontact us when you need help or support. For more information, please visit www.edexcel.com.
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USEFUL INFORMATION FOR
TEACHERS AND EXAMS
OFFICERS, INCLUDING:
� HOW TO CONTACT US
� THE SERVICE YOU CAN
EXPECT FROM US
� HIGHLIGHTS FROM 2009/10
� OUR PRIORITIES FOR
THIS YEAR
Edexcel’s Customer Service Pledge – 2010/11
Schools and Colleges
Front cover: Kem, from the Diploma Delivery team, and Rosemary Fleming of Rushcliff e School, at the Edexcel Exams Offi cer Conference.
Photograph by Salman Hamid. Publication code: Z025262
2
Service Excellence – Every TimeWelcome to Edexcel’s Customer Service Pledge for 2010/11. Last year we took a new
approach to customer service, and started making the improvements you told us were
most important to you. We’re committed to maintaining this focus. We believe that you,
and your learners, should have access to the very best support available.
This is a time of unprecedented change in education. New specifi cations have been
introduced. The Diploma has brought unique challenges. Many of you will be delivering
BTEC courses for the fi rst time. Some of you may be relatively new to the processes,
regulations and systems of awarding bodies.
So we know that you’ll be relying on us more than ever for guidance, support and expertise.
For exams offi ce staff this means being easy to do business with – being clearer in our
communications and simplifying our processes to ease the administrative burden. For
teaching staff this means giving you access to subject experts, and providing the resources
you need to raise attainment and unlock the potential of your learners.
My Pledge to YouIn this document you’ll fi nd our customer service statement, which explains the standards
we set for ourselves, and the standards you can expect from us. We’ve also reviewed our
performance over the last year, and have identifi ed some areas in which we know we need
to improve. Finally, we’ve provided a summary of our services and the quickest ways to
contact us when you need help or support.
All awarding bodies set targets. We feel ours are particularly stretching, because we strive
to be the board you choose to do business with fi rst. We can only achieve this if we
continue listening to you. We log and respond to all feedback. To send your comment,
suggestions and ideas please visit www.edexcel.com/contact
Ziggy LiaquatManaging Director
Welcome
4
Where we did wellWe processed, on average, 96% of all entries
and registrations, without errors, within two
working days. We published 100% of results and
delivered 100% of certifi cates on time. We’ve
also streamlined our replacement certifi cates
application process to make it faster and easier
for customers.
We had our best year ever for post-results
services (enquiries about results). Moving the
process online has made these services quicker
and more effi cient. We feel this is an example
of how we can use technology to improve our
service to you.
Customer feedback - and our own data -
suggests that we are getting better at
responding to your enquiries. We know it’s not
yet perfect, so we’ll be making further changes
to the ways you can get in touch with us during
2010/11.
In May 2010, Edexcel received ServiceMark
accreditation from the Institute of Customer
Service (ICS). The ICS are the UK’s leading
independent body for promoting customer
service standards. In awarding us their
ServiceMark, the ICS have given our new
approach to service their seal of approval. We
were also nominated as a fi nalist in the 2009
National Customer Service Awards.
Edexcel’s mission is ‘Advancing Learning, Changing Lives’, and
the support we off er to our customers is the fi rst priority in
everything we do. We want to be clear about the standards you
can expect when you work with Edexcel.
Our qualifi cationsWe invest in designing high quality, engaging, motivating specifi cations that enable learners
to fulfi l their potential and show what they can do. We are committed to maintaining standards
and raising attainment.
Our peopleWe rely on our employees and assessment associates to provide you with support that is
responsive, professional and authoritative. We invest in attracting and developing expertise
most relevant to the world of education.
We want our service to be personal, and for you to feel that your needs are taken seriously
when you ask for guidance or advice. We expect our people to demonstrate these behaviours
in every interaction with you.
Making your life easierWe want to be easy to do business with. We regularly review our processes, systems and
regulations to make sure that we are reducing bureaucracy and making your life easier. We
also aim to be clear, succinct and accurate in our communications by using plain English and
avoiding unnecessary jargon.
Every year we set specifi c targets across a range of processes. This way we can drive
improvements in the areas most important to you. We will report back annually on our
performance against these targets, and will explain how we will be addressing any problems.
Your feedbackShould any element of our service fall below your expectations, we want to understand what
happened so that we can prevent a recurrence. We will apologise, and will do all we can to
put it right.
The best ideas come from our customers, so we will continue to seek your advice about what
matters to you most. We will make it easy for you to contact us, whether you have an enquiry,
a complaint, or a suggestion for improvement.
Greg FerrariCustomer Services Director
How we performed against our 2009/10 service targetsCustomer Service Statement
Where we fell shortWe didn’t meet all of our targets around complaints handling, delivery of exam papers
or reports publication. We’re committed to putting this right. We’ve been told that
sometimes it’s still diffi cult to get hold of subject experts. Our subject advisor and Ask the
Expert services have improved this, but we’re looking at ways of making our subject expert
services even better. We’re also working with AQA on a more customer-friendly Special
Considerations system. Many exams offi cers are also AQA customers, so it makes sense for
the two organisations to work together to create similar, easy-to-use, systems.
How
we
perf
orm
ed
KeyBelow target
On or above target
6
Exams offi cers and quality nominees have a vital role in ensuring the assessment process
runs smoothly and students get their results on time. There are a number of ways to
contact us.
Online enquiries
Whether you have a question, a complaint or some feedback, it’s easy to contact us online:
www.edexcel.com/contact
We ran our fi rst, free exams offi cer conference in July, and are investing in a lot more
face-to-face and online training for the exams offi ce community. To sign up to receive
a monthly exams offi cer newsletter, or to book a place on a training event, visit:
www.edexcel.com/examsoffi cer
Telephone enquiries
Our UK-based contact centre can help with queries about the administration of our
qualifi cations:
BTEC 0844 576 0026
NVQ 0844 576 0026
GCSE 0844 576 0027
GCE 0844 576 0025
The Diploma 0844 576 0028
Functional Skills 0844 576 0028
DiDA & other qualifi cations 0844 576 0031
Online Services 0844 576 0024(including Edexcel Online and computer-based testing)
International customers +44 (0) 1204 770 696
How quickly will my query be answered?
We aim to resolve as many enquiries as we can fi rst time. This means that if you call us
we’ll provide the answer during the call, and if you contact us online the fi rst response you
receive from us will provide a comprehensive answer.
Where this isn’t possible, we’ll keep you updated about how long it’s going to take us to
answer your question. We’ll always respond to your initial enquiry within two working days.
We provide dedicated, subject-specifi c advice for teachers and tutors.
Ask the Expert
The best way to receive guidance on delivering Edexcel specifi cations is to email our
specialists through the Ask the Expert service: www.edexcel.com/expert
Our subject advisors, assessment specialists and senior examiners receive these enquiries
directly, and we aim to provide a full response within two working days.
Telephone enquiries
Our subject advisors off er specialist
telephone support in the areas listed.
We’ll be expanding our range of subject
advisor lines during 2010/11. For all other
subjects you can call one of our main
qualifi cation lines listed on the page
opposite, or email an expert directly
through the Ask the Expert service
(above).
Art & Design 0844 576 0032
Business 0844 372 2187
English 0844 372 2188
Geography 0844 372 2185
History 0844 576 0034
ICT 0844 372 2186
MFL 0844 576 0035
PE & Sport 0844 576 0036
Science 0844 576 0037
Useful web links
Support for Exams Offi cers & Quality Nominees Support for Teachers & Tutors
� Interpreting specifi cations
� Finding teaching resources
� Using examiner, moderator and external verifi er reports
� Accessing subject specialists
� Making registrations and entries
� Gaining qualifi cation or centre approval
� Tracking and receiving exam materials and certifi cates
� Accessing results services
For more subject information:
www.edexcel.com/btec
www.edexcel.com/nvq
www.edexcel.com/gce
www.edexcel.com/gcse
www.edexcel.com/diploma
www.edexcel.com/functionalskills
www.edexcel.com/dida
To access teaching resources:
www.edexcel.com/publications
To analyse your students’ results:
www.edexcel.com/resultsplus
To book a place on a teaching
support course:
www.edexcel.com/training
Edexcel Custom
er Service Targets 2010/11This is to certify thatE
dexcelpledges to m
eet the following service targets in 2010/11:
CU
STOM
ER
EN
QU
IRIE
S
� W
henever you get in touch with us our service w
ill be personal. You can have a conversation with som
eone who w
ill resolve your enquiry � rst tim
e, or take responsibility for making sure it reaches a specialist for a prom
pt and authoritative response.
� If you call us w
e’ll answer the phone w
ithin 20 seconds.
� Enquiries w
ill be answered fully at the � rst point of contact. O
n the occasions when this isn’t possible, som
eone will update you w
ith the progress of the enquiry w
ithin two w
orking days of � rst contact.
� C
omplaints w
ill be acknowledged w
ithin two w
orking days, and responded to fully within a tim
eframe acceptable to you.
APPR
OVA
LS
� If you are already successfully running B
TEC or N
VQ
programm
es at a UK
centre, you can get imm
ediate approval online for other program
mes at the sam
e level, or at a lower level.
� If you are applying for approval to offer B
TEC or N
VQ
programm
es for the � rst time, w
e will give you a � rm
decision on the outcom
e of your application within 20 w
orking days. If your application is unsuccessful, we w
ill provide detailed feedback to help, as w
ell as further support when you reapply.
� W
e will respond to appeals against approval decisions w
ithin ten working days.
RE
GIST
RAT
ION
S AN
D E
NT
RIE
S
� R
egistrations and entries will be processed w
ithin two w
orking days of receipt. We w
ill provide con� rmation of receipt and
processing, and details of any errors.
� Late aw
ard claims w
ill be processed, con� rmed and m
ade available online within 24 hours of receipt.
DE
LIV
ER
ING
EX
AM
INAT
ION
AN
D C
OU
RSE
MAT
ER
IAL
S
� O
rders made from
our publications catalogue will be despatched w
ithin three working days. If an item
isn’t in stock, we’ll update you
within three w
orking days to con� rm w
hen you can expect to receive your order.
� Q
uestion papers and other exam m
aterials will be delivered ten w
orking days in advance of a timetabled exam
.
� If there is anything m
issing in your delivery, we’ll correct this and send replacem
ent materials w
ithin two w
orking days of noti� cation.
RE
SULT
S AN
D C
ER
TIFIC
ATIO
N
� A
ll results and certi� cates will be delivered according to published tim
etables.
� W
e aim to m
eet early certi� cation requests wherever possible.
� A
ll replacement certi� cates w
ill be delivered within 20 w
orking days of receipt of a completed application.
POST-R
ESU
LTS SE
RV
ICE
S
� W
e aim to com
plete clerical checks within seven days.
� W
e aim to com
plete priority reviews of m
arking within ten days.
� W
e aim to com
plete reviews of m
arking within 14 days.
� W
e aim to com
plete the re-moderation of internally-assessed com
ponents within 28 days.
ASSE
SSME
NT R
EPO
RT
S
� G
eneral Quali� cations: A
ll principal examiner and m
oderator reports will be available by results publication dates.
� B
TEC/N
VQ
: All external veri� er reports w
ill be available within ten w
orking days of a centre visit (or agreed postal sampling date).
� Skills for Life assessm
ent decisions and external veri� er reports will be available w
ithin ten working days of the external veri� cation
date.
� K
ey Skills assessment decisions and external m
oderation/audit reports will be available w
ithin the � rst ten working days of the m
onth follow
ing the audit.
ISSUED
September 2010
10
Results Plus helps teachers help their students to get better grades. Each year, over 100,000 results
are analysed by teachers and subject heads to see exactly how individual learners performed. For more information, visit www.edexcel.com/resultsplus
1010101000000000000000000000000000000000
Edexcel Online: A New Approach
Edexcel Online is used 2-3 times a week, on average, by more than 50,000 users from over 6,000 centres. During 2010/11 we’re giving the service a complete makeover to make it more user-friendly, based on feedback we’ve received from customers.
Follow us on TM
@Edexcel
Raymond Bradford Charlie Chase Doyin Shonubi Barry Hayward Brij Ghedia
Ziggy Liaquat Bob Winnington Greg Ferrari
“My fi rst impressions of Edexcel, when they fi rst approached the ICS for support in May 2009, were of a friendly, well managed organisation who knew they had to change to improve their customer service proposition. I was struck by the determination to make a diff erence.”
Bob Winnington, Institute of Customer Services
Our Service Operations team work closely with centres to ensure that the administration of Edexcel qualifi cations is as easy as possible. Every exams offi cer we work with has a named advisor they can turn to for guidance and support, particularly around complex entry, registration or certifi cation issues.
ADMIN
MADE EASY