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Delivering Excellent High Quality Services

5 Oct, 2017

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Event overview

This engaging and participatory one-day workshop will allow you to develop your appreciation of service management concepts and theory, with an understanding of how these may be used in practice. You will use your own experiences as well as interactive exercises and case studies, to identify good practice and techniques in managing the delivery and development of excellent, quality services. The workshop will assist you in discovering how through values – based professional practice you can ensure that you and your teams provide best quality service to external and internal clients, and of building genuine and open long-term relationships in order to drive up service standards.

The workshop will combine short presentations with exercises designed to enable you to develop an appreciation of the features of services and the relationships between service users and service providers.  Service management concepts and models will be presented, such as the “Services Triangle” and “Gaps Model” of service analysis.  Exercises will facilitate reflection upon personal experiences, to allow participants to develop their understandings of what comprises excellent or quality service.  Presentations, exercises and case studies will assist you to undertake evaluations of the services that you currently provide, to assess new techniques which you may wish to apply, and to identify how you might formulate action plans for services development.

There will be a small amount of preparatory work ahead of the workshop. You will be asked to complete two short “service encounter journals” and a brief description of the services for which you are responsible. Templates will be provided.

Brief notes setting out some of the theoretical models and concepts will be provided to you to beyond the workshop.

Learning outcomes

By the end of the workshop you will:

  • Be able to define services and the main features of service management
  • Understand models of service management and how these may be applied in real life contexts
  • Have an appreciation of good practice and techniques for managing the delivery and development of excellent, quality services – both existing service portfolios and potential new portfolios
  • Be able to plan for changes and improvements in the services for which you are responsible

When and where?

Date: Thursday, 5 October 2017

Time: 9:30 to 16:30

Venue: Holiday Inn, 25 Aytoun Street, Manchester, M1 3AE

Prices:£245+VAT for AUA members 

            £345+VAT for non-AUA members


09:30 – 10:00  Arrival and registration

10:00 – 10:15  Welcome, Introductions, Objectives/Outlines for the Day

10:15 – 11:00 Services – key characteristics and concepts

11:00 – 11:30  Theory into Practice – how management theory and models might help our understandings

11:30 – 11:45  Refreshments

11:45 – 12:45  Service Encounters – reflections upon our own encounters, expectations of service and satisfiers/dis-satisfiers

12:45 – 13:30  Lunch

13:30 – 14:00  Service Analysis Tools – two possible approaches and models

14:00 – 15:00  Service Analysis – measuring quality and excellence – exercise and case study

15:00 – 15:15  Refreshments

15:15 – 16:15  Planning for Change and Improvement – translating learning into practice

16:15 – 16:30  Round-off and close


Christopher Hallas, Director of Student Affairs, University of Greenwich

Christopher has over 25 years of experience of work in the UK HE sector, providing leadership at a senior level in different HEIs most recently as Director of Student Affairs, University of Greenwich, 2011–2017.

His specialties are leading the delivery of corporate HE, with a focus on student and academic services and academic governance, and the development of associated strategy and policy. In his most recent senior roles he led the delivery of large scale services for students and staff, achieving national accreditations. At the University of Greenwich Christopher he also held the role of Senior LGBT+ Champion and led developments that resulted in the university becoming a Stonewall Top-100 Employer in 2016.

Christopher has been actively involved in the work of HE sector professional bodies, serving as a Trustee for the AUA for 10 years, 2003-2013, and as Chair for two years, 2010-2012. He also served as Chair of the ARC Professional Development Group and led the development of CPD initiatives arising from the findings of research on professional practice and development within the ARC community.  Christopher has delivered conferences, seminars and workshops within the HE sector on a regular basis.


You can use an AUA membership account, or a non-member account you have created in the past to make a purchase from the AUA (including bookings for UHR and ARC conferences). If you need to, you can create a new account.

To book your place, please go to the Event Booking Page.