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Support Staff Conference
CELEBRATE OUR CUSTOMERS
DELIVERING EXCELLENCE
Helen KeetchProgramme Coordinator
Delivering Excellence
Toilets
Fire Exit
First Aid
AGENDA
DELIVERING EXCELLENCE PROGRAMME EXPLAINED
PILOT PROGRAMME CHAMPION - PRESENTATION
INTERACTIVE EXCELLENCE EXERCISE
Mission, Vision and Values
SUPPORTING AND DEVELOPING OUR PEOPLE TO
DELIVER EXCELLENCE WITH COMMITMENT AND
PASSION
Earning less
Owe more
University of AmsterdamUniversity of ViennaUniversity of InnsbruckUniversity of OsloUniversity of CopenhagenUniversity of DebrecenUniversity of Helsinki
“Why come to Portsmouth if there are no graduate
opportunities?”
22-23,000 students
We as a University are not selling a product. We are selling our service, our promise and our ability, to not just be adequate,
but to be excellent.
http://www.port.ac.uk/departments/services/humanresources/managementandstaffdevelopment/DeliveringExcellence/
WHO ARE OUR CUSTOMERS ?
WHAT SERVICE STANDARDS DO
YOU HAVE IN PLACE ?
ARE YOU AWARE OF HOW YOUR
BEHAVIOUR IMPACTS THOSE AROUND YOU
? 2% OR MOOD HOOVER ?
HOW DO WE MEASURE OUR SUCCESSES ?
DELIVERING EXCELLENCE PROGRAMME OF EVENTS
1. Customer Insight