£354

Customer-LED Service Excellence for Higher Education

Event Information

Share this event

Date and Time

Location

Location

Malmaison Hotel

Mailbox Birmingham

1 Wharfside St

Birmingham

B1 1RD

United Kingdom

View Map

Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

It’s time for something different:

Customer-LED Service Excellence for Higher Education.

Embedding a culture of excellence in higher education matters, and we are all working to achieve this for the benefit of students, staff and all our stakeholders. However, there is no quick fix to service enhancement in higher education - to make and sustain change requires engagement with all teams to develop heart-sets, mind-sets and skills-sets focused on service excellence.

This exciting event has been developed by three sector leading experts in the field of Lean Improvement, Service Design and Service Excellence: Susanne Clarke, Jean Mutton and Christine Stewart.

With a mix of presentations and hands-on workshops, this event will be an immersive experience that will allow you to enhance your skills, feed your passion for excellence and take back learning that will make a difference. This is only the start and there will be ongoing opportunity to join a network of like-minded people.

The day will combine the best of improvement philosophies such as Lean and Operational Excellence with a strong emphasis on developing tip-top services though collaboration, service testing and human-centred research techniques. Underpinning all of this will be insights into how to foster a culture of service excellence, driven by teams with a shared sense of purpose and built on a deeper understanding of human behaviours.

Programme

  • 09:00 Registration, Coffee and Networking - An opportunity to meet colleagues in a structured networking environment
  • 10:00 Welcome - An introduction to the day from Christine, Susanne and Jean
  • 10:15 Is It Me or Is It Getting Hot In Here? - Time to reflect on the context within which we work and the need to do things differently. Creating a group understanding or our strengths, weaknesses, opportunities and threats
  • 11:15 Break
  • 11:45 So Many Techniques, So Little Time! - Taking a more holistic approach to improvement and change. Creating the right environment in which to understanding what needs to be done and how to do it.
  • 12:45 Lunch
  • 13:30 Time to Roll Your Sleeves Up! – You will have the opportunity to attend all workshops in a rolling programme; each workshop has been designed to learn and do.
    Christine - If customer set the direction then we need to all be pointing the right way. Understanding and setting expectation.
    Susanne - What do we mean by organisational culture but more importantly what role can each of us play in making it right?
    Jean - Working with students to get it right. Here’s one I did earlier and here’s how you can do one of your own!
  • 16:00 We Came, We Saw, We Did. Now What? - Wrap-up and lessons learned. Plus how can we work together going forward?
  • 16:30 Developing Future Connections

Book early

We are limiting the number of participants to ensure we create a community feel, where we get chance to get to know each other and help to build collaborative networks that continue into the future.

The venue, the content and ethos have been intentionally designed to make this a great delegate experience and we look forward to giving you a warm welcome on 20th June 2018.

Tickets are priced at £295.00 (+ VAT) until 30th April

After 30th April, tickets will be £345.00 (+ VAT)

Organisers

Between them Susanne Clarke, CGMA, MA, MSc, Jean Mutton, BA, FAUA and Christine Stewart, BEng Hons, offer decades of experience in improving higher education in different ways. You can read their professional biographies here.

For More Information

Please visit: http://www.macresco.co.uk/c-ledse18/

Share with friends

Date and Time

Location

Malmaison Hotel

Mailbox Birmingham

1 Wharfside St

Birmingham

B1 1RD

United Kingdom

View Map

Refund Policy

Refunds up to 7 days before event

Save This Event

Event Saved