customers (pd ports) established 1852 (powell duffy steam coal company) based in ne – operates...
TRANSCRIPT
Customers (PD Ports) • Established 1852 (Powell Duffy Steam Coal Company) • Based in NE – operates throughout key UK ports with a growing
European presence• Owns & operates ports of Tees and Hartlepool • Major deep sea complex along NE coast • Large land owner • PD Logistics
PD ports provides a multi touch example of University andbusiness interaction involving consultancy, KTP, awarding of generalcredit, short UCPD’s, several Fds, top ups to degree status, currentlydeveloping graduate training scheme
PD Ports Their motivations:• Changes in ownership – resulting in fragmented (and limited) training &
development strategy• Training needs analysis – showed their skills gaps • Initial focus on up-skilling to Level 2 – health & safety etc – legislated • Recruitment difficulties (some very specialised skills required)• Prime location
Their challenges:• Required an enhanced induction process• Growing own staff – from school science schemes, to apprenticeship, to choice
of Fd, to Degree• Succession planning • Future focussed use of premises • Needed multiple levels/subjects – crossing academic schools
Teesside UniversityOur motivations:• Large employer • Interesting range of employees• ‘Open Book’• Pro-active Staff Development Manager • On our doorstep• Developing area – the riverside• Fitted university’s strengths • Had funding (at the time)Our challenges: • Patience with PD ports – it had to be right for them• Tenacity without pushing – keeping the mutual relationship going• Open mindedness and listening• Being prepared to accept that the victory (or relationship) may be lost• Involving colleagues – diplomatically/strategically
Messy Isn’t It? Account ManagersAcademic Registry Quality & StandardsAcademic Schools Student RecruitmentFinance Marketing
Reputation
Professional bodies
Own Provisions Profit Training budget
Fitness for PurposeTimeframes
Commitments Outcomes
Aspiration Quality Award Value
NewnessWork & Family
Invisibility AspirationVaried Expectations
External demandsFinance
Managing the ‘messiness’• Business toolkit that collectively stores:
o Processeso Documentation & formso Guides
• Contracts and learning agreements• CRMS• Account Managers
CRMS – Why we did it?The big filing cabinet - but cleverer!
Create & Record Customer
Information
Create & Record Customer
Information
Share with othersShare with others Creates Transparency
Creates Transparency
Builds Customer Intelligence
Builds Customer Intelligence
Allows targeted marketing and engagement
Allows targeted marketing and engagement
Produces Intelligent and accurate MI
Produces Intelligent and accurate MI
Data Protection Compliant &
Auditable
Data Protection Compliant &
Auditable
Reduces Duplication
Reduces Duplication
Standardises essential
information
Standardises essential
information
CRMS – How we did it?• Mapped the customer journey
• Identified critical steps for various types of projectso Created workflows to manage these
• Devised bespoke training workshops and manuals
• Made sure the ‘system’ matched the process (and was compatible with existing systems)
• Continuously analyse/monitor the information
•Now in phase 3 development
•Developed CRMS working groups that still exist
CRMS – How we use itEngageEngage
Create Records Create Records
DeliverDeliver
ReferReferDiagnose NeedDiagnose Need
Propose SolutionPropose Solution
MonitorMonitor
Feedback Feedback
What skills/characteristics are required?– Open mindedness– Awareness of complexities– Ability to understand/make connections– Widely networked with experts– Problem solving – Analytical– Intellectually curious & innovative – but, also patient and realistic
(sound familiar? A bit like a good graduate……….)
The Future • Labour market intelligence suggests we need to
continuously talk to companies http://www.teesvalleyunlimited.gov.uk/empskills/documents/TVJSU_report_final.pdf
• ‘Train the Trainer’ – type modules• Openness to hybridity – i.e. mix of providers• Keep working on seamless interface – i.e. hide the wiring • Develop/inform/support – our own colleagues
• Academic mentorship scheme• PgC module• Networks
• Increasing the scope of Customer First
Dr Ruth HelyerHead of Workforce Development (Research and Policy)Teesside [email protected] 384268
Lisa McKeownQuality Manager (Employer Engagement )Teesside [email protected] 384328