UC&R Wales - Charter Mark event - 15th January 2007

Charter Mark – the University of Bolton story.

Dawn Grundy

Charter MarkThe University of Bolton’s perspective

• IntroductionIntroduction• Project managementProject management• The package we choseThe package we chose• So where do you begin?So where do you begin?• Getting users involvedGetting users involved• QuestionsQuestions

Charter MarkThe University of Bolton’s perspective

Our Story

What it means to us:

This award underpins our philosophy to provide excellent customer services for all our users, both within the University and in the wider community.

LSS (Learning Support Services) began the Charter Mark process in 1999.

First gained the award in 2002, and successfully re-accredited in 2005 and just had our ‘compliance check’ in December

Received our report back from the assessor and have scored 62 out of 63

Charter MarkThe University of Bolton’s perspective

About Us

LSS operates from two sites, converged service.

Five teams; Planning& Administration, Academic Liaison &Development, Collection Management, Learning Support Centres, and Serials & Electronic Development

53 members of staff, converged service.

Latest figures show 8734 students, 47% part-time, 53% full time. 8.2 % of students have specific needs.

Charter MarkThe University of Bolton’s perspective

Project PlanTimescale

Our latest submission timetable looked something like this!

Chose assessor December 2004

Deadline for teams criteria submission. March 2005

Collate evidence and write submission document May/June 2005

Pre-visit October 2005

Visit November 2005

Compliance check November 2006

Charter MarkThe University of Bolton’s perspective

Project Management

Current Charter Mark project team (much depleted) consists of :

Head of Learning Support Services

Learning Support Centres Manager.

Serials and Electronic Development Manager (Project leader)

Information Officer (me!)

All have clearly defined roles within the project group

Charter MarkThe University of Bolton’s perspective

The path we chose..

At last assessment we chose a pre-visit (1/2 day) and a full visit (full day)

The reasons behind that were The reasons behind that were

In control of our own destiny

Room for slippage

Gave us plenty of opportunity to get to know the assessor.

Got staff and students used to the process (and us!)

Charter MarkThe University of Bolton’s perspective

Getting started

Go on make that jump!

The first tentative steps must consist of: The first tentative steps must consist of: In control of our own destiny

Get together a keen and motivated project team

Research, research, research.

Then visit, visit visit

Use the resources you have (see above!)

Charter MarkThe University of Bolton’s perspective

Standards

Getting Started

Look at all areas of you serviceLook at all areas of you service

We gave the teams the responsibility of defining their own standards

Looked at all areas of the service

Made sure they were SMART

Monitoring of the standards.

Charter MarkThe University of Bolton’s perspective

Getting users involved

Well you’ve already began with your staff…

The first tentative steps must consist of:The first tentative steps must consist of:

Membership of project team essential at the beginning.

Use your staff’s strengths

Use the resources you have (see above!)

Keep close links with partner colleges, academics etc who you know value your service

Charter MarkThe University of Bolton’s perspective

What’s next?

Who knows?…

Well no one really but whatever happens, we intend to Well no one really but whatever happens, we intend to

Keep using it as a tool.

Develop an action plan from the findings

Keep collecting the evidenceKeep it fresh in everyone’s minds by being part of the staff induction

process, on PDP’s and a standing item on team agenda’s..

And be proud of our achievements

Charter MarkThe University of Bolton’s perspective

Contact Details

Dawn GrundyD.Grundy@bolton.ac.uk