University of Bolton, Deane Road, Bolton. BL3 5AB
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“At the University of Bolton, we take great pride in providing a quality, supportive learning environment for our students.”
Professor George E Holmes DL | President & Vice Chancellor
“...tutors are very supportive and you’re not just a student ID number, at this university you are an individual with a name.”
Ellisse Vernon | BSc (Hons) Adult Nursing
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Below are documents that have been used as part of the 2016 and 2015 CSE submission, which may be of use to those currently working towards CSE.
2016 Surveillance Visit
Stakeholder Analysis 2015/16-Careers Service, Academic Support & Student Services
Careers, Academic Support and Student Services have undertaken an analysis of its key stakeholders and worked with them to achieve their goals and objectives. The analysis has helped to compile service objectives, look at the needs of their stakeholders for website and communication purposes and consider the effort needed to sustain and build upon existing networks.
CSE expects organisations to compare the quality of their service by benchmarking with similar organisations. Below are some examples of benchmarking.
CSE focuses on Timeliness and Quality of Service. It expects organisations to set standards, measure performance and report back on performance.
The manager responsible for the Main University Reception Service undertook a survey between 1st December 2014 and 11th February 2014. The questions and an analysis of the results are below:
Bite-Size is an interactive programme of study skills delivered by Student Liaison Officers (SLOs) and Library staff. Its aim is to improve both skills and confidence. At the end of each semester, the SLOs ask students for their views and adapt the topics and delivery accordingly. The results for Semester 1 and 2 for the 2014/1 academic year are below:
The annual Library Satisfaction Survey took place between November 2014 and January 2015. The survey results and the Library's initial response to the results are detailed below.
In 2014 a number of Customer Service Excellence (CSE) Champions were recruited to support the CSE planning process. Champions were recruited from the Library, Student Services and Academic Support. A training schedule was put in place to support the Champions to ensure they understood their new role.
At the first training session in May 2014 we asked the Champions to work in small groups to answer the following three questions:
Feedback from the Champions was extremely useful and therefore it was decided that we would repeat the exercise with all staff across the three services to ensure that everyone was able to contribute their ideas and share their opinions.
Survey Monkey was used to send out a link to the questions and feedback was gathered anonymously. In the survey, an additional question was added to find out what people thought about our Service values, the purpose of which is to compile a Values Statement. The spreadsheet highlights all feedback received.
The comments in grey relate to the feedback from Champions within the training session. The comments in the unshaded boxes relate to the rest of the staff. Following on from the staff survey a new Communications Group has been formed which is made up of Team Leaders and Managers from across all three Services. As a result of staff feedback, a number of changes have since been made.
An example of a survey from the private sector.
Reading Lists Online enables students to access reading lists via Moodle or the Library website. It is possible to access resources such as e-books, e-journals and databases directly from the list; link directly to the Library Catalogue for availability and location of print titles and access Google Preview for print titles if available. Reading Lists Online facilitates effective access to academic resources for all students.
This exercise was undertaken by the Disability Service Manager to review the quality of a service provided by the third party organisations to disabled students.
The review addresses the following criteria: 1.2.1, 1.2.2, 1.2.3, 1.3.1, 1.3.2, 1.3.3, 2.1.2, 3.4.1.
Prepared by the staff of Academic Support as part of their CSE preparation
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University of Bolton, Deane Road, Bolton. BL3 5AB
Part of the University of Bolton Group
University of Bolton, Deane Road, Bolton. BL3 5AB
Part of the University of Bolton Group
