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 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.
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.
Date: Thursday, 5 October 2017
Time: 9:30 to 16:30
Venue: Holiday Inn, 25 Aytoun Street, Manchester, M1 3AE
Member price: £245 +VAT
Non member price: £345 + VAT
What will I learn?
Following this workshop, you will:
– 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
– Understand models of service management and how these may be applied in real life contexts
What Professional Behaviours will I develop?
Who will be speaking?
Christopher has over 25 years of experience of work in the UK HE sector, providing leadership at a senior level in different HEI’s most recently as Director of Student Affairs, University of Greenwich, 2011-2017.
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.