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Developing a good practice framework for Student Complaints - Caroline Drew
 

Developing a good practice framework for Student Complaints - Caroline Drew

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    Developing a good practice framework for Student Complaints - Caroline Drew Developing a good practice framework for Student Complaints - Caroline Drew Presentation Transcript

    • UNIT4 Business SoftwareIS THERE A CASE FOR A NATIONALIT SYSTEM TO SUPPORT STUDENTCOMPLAINTS ?Caroline DrewEducation Product Manager
    • UNIT4 Business SoftwareAGENDAComplaint HandlingInstitution Level Reporting of ComplaintsNational Level Reporting of Complaints
    • UNIT4 Business SoftwareSTUDENT – INSTITUTE - LOCAL CASE MANAGEMENTPaper based, complex, slow, costly, prone to errors, inaccurate dataNo visibility of complaint stagesAccessible to allFast, efficient, easy, effectiveClear and simpleResponsive, visible
    • UNIT4 Business SoftwareSTUDENT – INSTITUTE - LOCAL CASE MANAGEMENTSelf service accessible system - Web,Mobile etcPersonally responsive – text, email etcVisible tracking for the studentAutomated responsive systemAlerting - text, email, tasksVisible tracking with promptsStaged process
    • UNIT4 Business SoftwareAUTOMATED WORKFLOW PROCESS
    • UNIT4 Business SoftwareRECORDING THE COMPLAINT
    • UNIT4 Business SoftwareINSTITUTE LEADERSHIPRecognise the importance of effective complaints management as both atool and a source of information for service improvement.The right of students, alumni or applicants to raise issues of concernabout the services provided by the university.
    • UNIT4 Business SoftwareINSTITUTE LEADERSHIPAccurate, visible, easy to use dataKPI’s, Performance management, Outcome based objectivesIntegrated data
    • UNIT4 Business SoftwareNATIONAL COLLABORATIONSharing data on complaintsSharing process and service improvementsCommon data structureLinked Open dataCommon KPI reporting