Appendix 3 to Quality Assurance Processes For Approved … · 2019-12-12 · Appendix 3 to Quality Assurance Processes For Approved Training Bodies Appendix 3 - 2 | P a g e females

Appendix 3 to Quality

Assurance Processes

For Approved Training Bodies

Appendix 3 - 1 | P a g e

Assessor Report

ATB Name: Advanced Riding Techniques Ltd (Company Registered Number 3492296)

ATB Number: 00653

ATB Quality Coordinator: Steve Manning

Assessor Name: Derek Sutherland

Date of Visit: 16 April 2019

Location of Visit: 61-63 Gatwick Road, RH10 9RD and

Silverwood Industrial Estate, Snowhill, RH10 3EN.

Quality Statement: This assessment report has been based on random sampling of evidence presented on the day of the visit and does not

exclude the possibility that areas of the business may not conform to all relevant legislation. The report confirms that the candidate and

business meet the requirements of MCIA RIDE accreditation only. It remains the responsibility of the business owner to meet their legislative

responsibilities. All assessor reports are subject to review by the Internal Quality Assurance team of MCIA RIDE.

Reaccreditation Report – Advanced Riding Techniques – 16 April 2019

The assessor arrived at 09.00 hours and departed at 13.30 hours. The first part of the visit took place in the ATB Admin Office, collocated with

P&H Motorcycles in Crawley and the second part at the training pad in Snowhill. The Admin Office is run by an administrator with a couple of

desks and PCs, used to run the Take a Byte software used to manage and control all motorcycle training. The assessor randomly sampled a

number of policy documents and found they are valid and up to date. The ATB training pad was extended a couple of years ago and is well laid

out and appeared clean and hazard free. There are 3 ISO containers on site used to store motorcycles and carry out low level repairs. There is

a classroom complex, which is based on a couple of modified ISO containers joined together. The classroom facilities included a number of

chairs, a couple of tables, a PPE store, a brew area, changing room and instructor area. There are separate washroom facilities, for males and


Assurance Processes



females located close to the classroom. The ATB has 18 motorcycles of which 4 are automatic and all are 5 years or under. There are 6 self

employed instructors of which 1 is down trained. There was training taking place on the training pad at the time of the visit.

Based on the evidence presented, the judgement of the assessor is that the ATB has met the Reaccreditation criteria.

Assessment Methods to be used

Observation x Work Product x Oral Questions Written Questions Discussion x

Project Case Study Skills Test RPL Other

Sites to be accredited (list all site addresses being considered for accreditation and include addresses of where

classroom sessions, and practical sessions are conducted):

1. Silverwood Industrial Estate, Snowhill, RH10 3EN (Theory and Practical)

2. 61 – 63 Gatwick Road, RH10 9RD (Theory and Practical)

3. Norfolk Pavilion Car Park, South of England Showground, Haywards Heath, RH17 6TL (Theory and Practical)


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ATB Effectiveness Summary Grid

Section Overall Effectiveness (RAG Rating)

Management

Quality Assurance

Safety

Training Delivery

ATB Effectiveness

Section One - Management

SERIAL RISK CONTROLS

Green = Outstanding & Fully Compliant

Amber = Good & Mainly Compliant (minor

action points)

Red = Requires Improvement & Not

Compliant

COMMENTS

(A comment must be included to support whichever box is highlighted)

Gold

Compliant+

Amber

Requires

Development

Red

Unsatisfactory

Green

Compliant


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M1.1 Does the ATB have in place

policies and procedures

appropriate to the size of the

ATB and are they supported

by senior managers,

instructors and/or assessors?

The ATB has in place a series of policy and procedural

documents. These are or have been amended and

are in the process of being uploaded to a central

electronic filing system. The assessor sampled the

following documents:

Health and Safety and Safe Practice Guide

Customer Service Pledge

Data Privacy Statement and Group Data

Protection Policy

Complaints Process

Quality Assurance

Agreement of Services

Recruitment and Induction

The documents were version numbered and dated,

mostly January 2019, except for the Complaints

Procedure which was dated October 2018.

The candidate explained that they no longer take card

payments, but use the Take a Byte virtual server. The

assessor reviewed the Take a Byte PCI DSS certificate

which is valid until May 2019.

M1.2 Is there in place a system to

regularly review and evaluate

The candidate stated that the review of procedures

normally takes place at the beginning of the year. This

has been supported by the sample of documents

undertaken by the assessor.


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the ATB policies and

procedures?

M1.3 Is an appropriate Quality

Assurance Policy in place

and being used?

The candidate produced a copy of the QA Policy,

version 2 dated January 2019. There were 6

objectives, the key ones are, dealing with complaints

within 5 days, 95% customer satisfaction by December

2019, pass rates as a minimum to be in line with DVSA

averages and updating instructor monitoring.

M1.4 Is there an appropriate Health

and Safety Policy?

The assessor reviewed the H&S policy, which is

posted in the training room and was reviewed in

January 2019.

A H&S poster is displayed in the training room at the

Silverdale site.

M1.5

or

M1.5G

Are there sufficient qualified

instructors within the ATB?

The candidate explained that there are 6 instructors of

which 1 is down trained. The instructors are self

employed and are required to provide their own

motorcycle insurance for business purposes. The

candidate records these details in a spreadsheet and

individual instructor files. The assessor sampled a

policy document for instructor Sue Parrish, which is

valid until 12/5/18. Instructors are covered by the

business Professional Indemnity document.

M1.6 Does the ATB have current

and valid insurance cover in

place?

The candidate produced a “Proof of Insurance

Certificate” issued by insurance company One Broker,

issued on 7/2/2019 and showed insurance cover for

Employer Liability, Public Liability, Professional

Indemnity and Fleet. The insurance is valid until

31/1/2020.


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M1.7 Is there an appropriate Data

Protection Policy in place?

The ATB has an appropriate Group policy document

which the assessor reviewed. The policy complied

with GDPR. The candidate explained that the Data

Capture Statement is included in the Take a Byte

course booking process, which was demonstrated by

the Administrator and the assessor reviewed.

The ATB is covered for ICO registered number

Z8262075 – expiry date 26/10/19.

M1.8 Is there a policy in place to

deal with complaints, appeals

and refunds?

The complaints procedure is explained on the website.

Records of complaints are stored in the Take a Byte

system, under Contact History. The assessor

reviewed a record for Paul Crocker who complained in

October 2018. There was no further action.

M1.9

or

M1.9G

Are there procedures in place

to monitor and record the

maintenance arrangements

for motorcycles used by the

ATB for training?

The ATB has 18 motorcycles all 5 years of age or

under. Daily checks are recorded in Take a Byte, with

faults reported to the Admin Officer, with routine

maintenance and repair carried out by the dealership

and records are held in individual motorcycle files,

which are held in the Admin office. The candidate

explained that the dealership has fully trained

mechanics. The assessor sampled motorcycle records

for GY18 GZT, GB16 CBU and GY64 ORA and found

them to include V5, repair and maintenance records.

The candidate stated that there have been no recent

KRTS customers.


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M1.10 Is there a procedure for

collecting feedback from

customers?

The ATB mainly uses the MCIA Ride feedback results.

They also encourage feedback through Google and

Facebook. Current results are Google – 4.9 out of 28

reviews and Facebook 4.8/5 from 60 people. The

Customer survey results were shared with the

candidate. The candidate demonstrated how he

consolidates the MCIA monthly return through Take a

Byte.

M1.11 Are the roles and

responsibilities of ATB staff

clearly specified?

The roles and responsibilities are laid out in Job

Descriptions. These are in place for the Instructors,

Operations Manager and administrator. A detailed list

of responsibilities is also specified in the Agreement for

Services Appendix 1, which all instructors are issued

with. There is also a set of instructor responsibilities

which specifies Start of Day, During the Day and End

of Day tasks, which includes safety checks across the

site.

M1.12 Does the ATB comply with

the regulatory requirements

of the sector and other

external awarding

organisations?

The assessor reviewed current DVSA approval letters

for 3 sites, which are held in the ATB Dropbox folder.

The most recent update was on 5/2/18 when the site

was expanded and is now approved for 10 trainees.

M1.13 Does the ATB maintain up-to-

date and accurate records of

learner achievement and

instructor activity?

Activity records are maintained in the “Take a Byte”

system.

The assessor randomly examined the DL196 entries

for the following:


Assurance Processes



Danny Ludlow certificate number 4484131 issued on

20/7/17, Christopher Benlow certificate number

4484134 issued on 29/7/17 and Anthony Michael

certificate number 4768955 issued on 12/3/19.

These records matched entries in Take a Byte.

M1.14 Has the ATB produced a

meaningful Self-Assessment?

The candidate produced an adequate self-assessment

prior to the visit.

M1.15 Is there an appropriate

procedure in place for the

recruitment and selection of

new staff?

The recruitment process is explained on the ATB

website. The ATB has an inset programme for

potential instructors followed by mentor training and

induction. The candidate explained that it is difficult to

find instructors and he has recently advertised in the

local area.

M1.16 Does the ATB ensure

information provided to the

public through published

literature, website or social

media is accurate and

complies with the CAP

advertising code?

The candidate acknowledges that the web site is now

out of date in many respects. However, there is work

in progress to update the website and the assessor

was able to review the progress of the new website,

which should be ready for launch at the end of the

summer programme.

There is KRTS marketing leaflets available in the

training classroom as well as in the dealership. The

candidate demonstrated the link form the ATB website

to the KRTS website. There is a large KRTS sign

mounted on the fence at the training site.

The ATB is a limited company number 3492296.


Assurance Processes



M1.17 Does the ATB have a system

for the booking of theory and

practical tests and

communicating these to the

customer?

The candidate explained that they book Theory Tests

as well as practical test. Trainees are notified of test

bookings through automatic letters issued through

Take a Byte. The assessor sampled a record for

James Terry who was sent an email letter on 20/3/19.

M1.18 Is the calculation of pass

rates clear and do they

outline the formula on which

the calculation was based?

The candidate still does not feel it necessary to create

any specific tools to measure performance, but he

does occasionally check success rates using the “Take

a Byte” system.

Section Two - Quality Assurance

SERIAL RISK CONTROLS COMMENTS


Green Amber Red

Gold

Q1.1 Is there a nominated Quality

Coordinator named in the

ATB?

The candidate is the nominated person. His Job

Description states that he has the responsibility for all

matters in the ATB including quality.

Q1.2 Does the ATB set aside time

for the delivery team to

formally discuss training,

The candidate explained that he plans to carry out 1

event per year. The Instructor Agreement for Services

document requires them to attend an annual training


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assessment and Quality

Assurance?

event. Day to day contact allows the candidate to

discuss ongoing issues.

The last staff meeting was held on 16/2/18 as part of

a training day.

The next planned date is 14/6/19 and the content is

shown in Take a Byte.

Q1.3 Are key roles within the

quality arrangements

identified within the ATB

organisational structure and

are they understood?

The individual Job Descriptions and Agreement for

Services include some requirement for quality issues,

such as record keeping, reporting, site checking. All

staff have a responsibility for checking bikes/site/PPE

Q1.4 Is there a process to induct

training staff into the ATB?

Including familiarisation with

externally accredited

programmes?

Induction is part of the recruitment process, plus an

Inset Day training programme, which is shown on the

web site and in the Agreement for Services

document. There have been no recent new staff

joining the organisation.

Q1.5 Has the ATB put in place a

process for staff

development which meets

the regulatory body

requirements and those of

other external agencies?

Attendance at development events is specified in the

Agreement for Services document. Each instructor

has a personal training folder that includes recent

activities. Records for Steve Manning and Dave

Stewart were checked and they included a record for

Steve Manning having attended MC Live and Dave

Stewart completing a Motorcycle Diploma Course.

The CPD forms follow the model issued by MCIA.

Q1.6 Is there a procedure which

specifies the requirement to

The Agreement for Services document specifies that

instructors are to be observed a minimum of 4 times


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observe the delivery of

training by all instructors,

across all sites used and the

names of learners trained by

instructors?

per year. Records are retained in individual instructor

files. However, the candidate explained that he had

to suspend any monitoring activities in the back end

of last year due to a member of staff walking off site,

leaving him with an issue in meeting customer

demand.

The ATB have designed their own document for the

purposes of assessing staff and the assessor

reviewed records for Karl Barker observed on 5/9/18

and 18/9/18, the reports were signed by both parties.

Steve Wood observed on 11/1/19 the form was

signed by both parties.

Q1.7 or

Q1.7G

Is there a procedure in place

to ensure that training

classrooms, facilities, and

external sites conform to

legal and regulatory

requirements?

There is a set of Instructor Responsibilities, which

lays down the site checks on a Start of Day, During

the Day and End of Day sequence. The instructors

are required to report any defect to the Admin Office.

There are separate male and female toilet facilities

adjacent to the classroom block. These were seen by

the assessor to be clean, with running water and

lighting. The training room includes appropriate

seating, desk space and there is some IT available for

trainees to use.

Fire extinguishers held in the training classroom and

are checked under arrangements with Interserve, with

the recent check carried out in February 2019. PAT

testing has been completed in February 2019, with

stickers showing on items. The candidate shared a

current Business Plan for the future, which includes

redeveloping the layout of the site with new


Assurance Processes



classroom and facilities. This plan could span 2 years

if approved by the board.

Q1.8

Or

Q1.8G

Does the ATB ensure that

PPE is available?

The ATB has a large selection of PPE available for

trainees to use, in various sizes. This includes

helmets, boots, gloves, all weather jackets and safety

trousers, helmets and hi viz bibs. The equipment

looked clean and neatly stored.

The equipment is stored in a separate storeroom,

which is very well laid out in a systematic way, with

jackets on hangers and gloves on hooks, boots neatly

stored in size and clean. There is a dehumidifier in

the room to help with drying equipment. There is

appropriate visor cleaning sprays and hygiene spray

for helmets.

The candidate has developed a specific PPE

checklist, which includes the numbers of each item,

date of check and there is a signature box for trainees

to sign for PPE. The process to document final

disposal of unwanted PPE is nearing completion. This

system is not yet in place.

Q1.9 Is the training equipment

used in a classroom or

external environment

appropriate and of a good

standard of maintenance?

The training room was very well equipped with IT

available for students to use. In addition, there were

table top road layouts covered in glass that students

and instructors can utilise.

There were also paper based training aids to support

CBT Element A with a selection of helmets and

different visors available. away.


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A flat screen monitor was available to show

presentations along with a number of white boards.

The room was presented in a very good condition.

Q1.10 Are the learners made

aware of the requirements of

the assessments?

The course syllabus is available on the ATB web site

and is shown in the training room.

Q1.11 Does the ATB carry out

evaluations of training

programmes and how is this

recorded?

The candidate explained that staff training days are

held once per year and the training programme is

planned to be discussed in the upcoming event in

June 2019. The ATB also carries out monitoring of

instructors to check that training is being delivered

correctly.

Q1.12 Does the ATB retain records

of all delivery undertaken?

The ATB uses the “Take a Byte” system to record all

delivery activity. The system also provides a facility

for instructors to add training notes.

Q1.13 Does the ATB provide

learners with their results in

a timely manner?

On successful completion of a course, the

administrator uploads the results onto “Take a Byte”

and an automatic congratulations letter is sent from

the system. Trainees are issued with a CBT certificate

immediately on successful completion. DAS students

are informed by the examiner at the conclusion of the

MOD 1 or MOD 2 test.

Q1.14 Are IT systems operated

and maintained correctly?

The assessor observed the Administrator and

candidate using the office-based systems in a

competent manner. Software maintenance is

provided by “Take a Byte”. Any issues are dealt with

by the candidate or if he is unable to fix something the

ATB can call on an IT firm, CN Consultant located in


Assurance Processes



Brighton who look after all the IT in the Group. The

system is normally backed up via the cloud and Anti-

virus is provided by Symantec Endpoint.

Section Three - Safety



Green Amber Red

Gold

S1.1 Is there a procedure in place

to ensure that training sites

are safe for training to be

delivered? This includes

classrooms as well as

external sites.

The Agreement for Services document, which is

issued to all staff, includes a checklist in Appendix 1

(Instructor Responsibilities). Staff are only required to

report to the candidate if something is identified which

could affect the delivery of training.

DEVELOPMENT POINT

The candidate must ensure that there is a formal

record of the site being checked, for example, either

through a check sheet, diary entry or other method

created by the candidate.

S1.2 Are the total number of

learners on the site in

accordance with the approval

for the site?

At the time of the visit to the Silverwood Industrial

Estate, there were no trainees on site. However, the

assessor confirmed that the site is approved for 10

learners, through the DVSA letter of approval.


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S1.3 Are instructors trained or

developed in carrying out site

safety checks?

The Agreement for Services document includes site

checking as a task for all instructors. Site checking

forms part of the Inset Day process.

S1.4 Does the ATB hold a current

Approval Letter for each site

used?

The assessor reviewed current DVSA approval letters

for 3 sites, which are held in the ATB Dropbox folder.

The candidate explained that most training is now

delivered at the Silverwood site.

S1.5 Does the ATB retain Health

and Safety records?

The ATB retains an H&S incident book at the training

site at Silverwood Industrial Estate. The assessor

reviewed the last entry which was dated 17/11/18

where a trainee fell off the motorcycle. The candidate

explained that with the introduction of new cleaning

chemicals he needs to produce a COSHH register.

Appropriate risk assessments are in place at the ATB

and follow the MCIA model.

S1.6 Does the ATB have a site

plan for each external site

and is it up to date?

The ATB has a site plan for each site, which were

available for review.

Section Four - Training Delivery



Green Amber Red


Assurance Processes



Gold

T1.1 Does the ATB hold a specific

course outline for each level

of course delivered by the

ATB? Is the design of the

course appropriate and in line

with current guidance?

The assessor was able to review course details for all

courses provided by the ATB, CBT and DAS. The

content was detailed and appropriate, in line with

current guidance.

T1.2 Are the resources used as

specified in the training

programme and are they of

an appropriate standard?

The assessor did not observe training taking place at

the time of reaccreditation. However, the assessor

did review the motorcycles in the store and these

looked clean and ready for use. There were a number

of coloured cones laid out on the area, which again

looked in good order. The option to select the type of

motorcycle is available during the Take a Byte

booking sequence.

T1.3 Are lesson plans generated,

used and are they of a

suitable standard?

The assessor reviewed the lesson plan documents for

CBT and found them to be detailed with clear

objectives and teaching points specified.

All lesson notes are contained in electronic folders

and they are supplied to the instructors on completion

of their induction process as well as being issued with

an ART branded folder with hard copies inserted.

The candidate explained that he is in the process of

updating and refreshing the lesson plans.

T1.4 Does the training delivery

follow the agreed course

The assessor was not able to observe any training

during the visit. However, the assessor has reviewed


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syllabus, structure, and

lesson plan/scheme of work?

instructor monitoring and there is no suggestion that

training delivery does not follow the agreed schedule.

T1.5 For those ATBs delivering

post-test training.

Are there qualified post-test

training instructors within the

ATB?

Dave Stewart - ERS 800796 Expires July 2019.

John Moore - ERS 800900 Expires February 2020.

MRTI programme includes Steve Manning, Dave

Stewart, who are still progressing with Paul Mostyn.

Comments from Assessor: The candidate was well prepared for the visit. I have not been to the ATB for a couple of

years, but I could see that there has been significant improvements in the management and presentation of the ATB.

Report was discussed with the following ATB Staff:

Name: Job Title:

Steve Manning ATB Owner/Manager/Instructor

The following personnel were seen during the visit:

Name: Job Title:

Rebecca Balchin Administrator

Recommendation for next visit (‘x’ as appropriate): Onsite Remote (Reaccreditation only)

x


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Accreditation Actions Table

Serial

Number

SMART Target Target Date for

Completion

No actions

IMI Programme Actions Table

Unit Number SMART Target Target Date for

Completion

No actions

Documents

Appendix 3 to Quality Assurance Processes For Approved … · 2019-12-12 · Appendix 3 to Quality Assurance Processes For Approved Training Bodies Appendix 3 - 2 | P a g e females