Banking Academy, Hanoi Quality Control and Management

Transmitted to: International Training Cooperation and Training Center (ITCC) of Banking Academy, Hanoi

Prepared for: Ms. Doti Chee (Lecturer) Banking Academy, Hanoi, Vietnam BTEC HND in Business (Finance) Unit 42: Quality Management

Prepared by: Tinkers Group

1. Vu Hong Minh (Owen) - Class: F02B - ID: F02-117 2. Nguyen Duc Hieu (Gavin) - Class: F02B - ID: F02-057 3. Le Duc Nhan (Peter) - Class: F02B - ID: F02-129 4. Nguyen Thuy Linh (Link) - Class: F02B - ID: F02-094

Number of Word in Main Body: 3,426 Submitted: 7th June 2011

Individual Report for Total Quality Management

To: From : Ms Doti Chee - BTEC Lecturer Vu Hong Minh (Owen) - Class: F02B - ID: F02 - 117 - BTEC Students International Training Program - Banking Academy of Vietnam 12 Chua Boc Str, Ha Noi Date: June 5th, 2011

After finishing Total Quality Group Assignment, I understand deeply about the quality control and management. Generally, I have learnt a lot of things about team work, and how to become a good leader in the group, and also motivate other members, in order to help and support them finish their task on time. The limitation is word length, so I focus mostly on application, and some information must be attached on appendix. In the assignment, I need to do outcomes 3c about the methods of consultation employed in one quality scheme to encourage participation by under-represented groups applicable to ITCC and I have assigned to do outcomes 4c about propose new systems or modifications to existing systems that could improve service quality with four main parts are application of concepts, apply standards, performance indicators, and feedback & review. Additionally I also make the introduction and prepare the structure of report. However, I also understand all parts in the assignment. Firstly, about outcomes 3c, I have mention about the definition of under-represented group, and pointed out two kinds of under-represented group in ITCC that includes internal such as students parent and external customers like part-timer. For example, Mr.Jeffery Lim, tutor. Moreover, to collect students feedback about operation, ITCC do survey in each semester. About under-represented group, for internal ITCC applies face to face, telephone, postal, group discussion, conferences and for external ITCC uses public meeting, media, based on 2

international standards EFQM. Furthermore, advantages or disadvantages of each method can help ITCC choose which methods are suitable for specific situation. On the other hand, I have advised ITCC should apply Investors in People (IIP) to improve the service quality. Therefore, ITCC can use business planning cycle with three factors: Plan, do, and review. Additionally, I also apply this quality standard in the ITCC and find the non-compliance to quality standards of ITCC as well as make recommendations. About performance indicator, I give specific situation of ITCC about past performance and the improvement when ITCC applies quality standard. In the part of feedback and review, I concentrate on quality circles based on the IIP systems. Finally, I see that I have gained more knowledge total quality management, and it is very helpful for me at the moment and in the future. I want to give Thank to teacher Doti for helping and guiding us to do this assignment. Thanking for the good cooperation of all members in the group, because this assignment can be the last chance we do assignment together.

Prepared by: Vu Hong Minh (Owen)

Individual Report for Quality Management

To: From : Ms Doti Chee - BTEC Lecturer Nguyen Duc Hieu (Gavin) Class: F02B ID: F02-057 BTEC Student International Training Program - Banking Academy of Vietnam 12 Chua Boc Str, Ha Noi Date: June 5th, 2011

Throughout quality management assignment 2 report, I am able to understand how to explore a range of quality controls and assess their benefits to customer as well as apply principles of quality management to improve the performance of ITCC in particular. Specifically, after this assignment, my team work skill and communication skill are improved significantly. In this assignment, I have assigned to do outcome 3b and a part of 4c with Owen. In addition, I also write conclusion and recommendation for this report. Besides, I also give supports for other members in my group when needed to help them to do their task. Therefore, I can understand all parts in the assignment. In outcome 3b, I create user survey and non-user survey in determining customers needs. I realize the importance of collecting information from survey as well as the benefits that survey can bring for ITCC. The content of user survey include: profile of user, the effectiveness of training program and facilities, the evaluation about instructors and lecturers and also students complaints and suggestions. On the other hand, the contents of non-user survey include the profile of non-user customers, reasons for non-use, barriers to access, perception of service and their expectation. The process of collecting information through survey is really an interesting challenge. At first time, it is quite hard for me to get information from customers, but after that it would be much easier. It can prove that my communication skill has been improved.

In outcome 4c, my part is to identify and apply all dimensions of service quality in ITCC. The most important dimensions include time, timeliness, courtesy, consistency, accessibility and convenience, accuracy and responsiveness. After that, I give some suggestions to improve ITCCs quality such as ITCC should start and finish course sooner in order to help students more convenient in recruitment scheme. Besides, the quality of facilities should be upgraded, and the communication between students and management staff should be improved as well. During the assignment, our group and I always look for information from books and reliable websites. It is really a useful tool for us to do assignment. In all meetings all members in our group discuss and ask questions. So, we can learn from each others and get deeply knowledge. Especially, thanks to enthusiasm support and useful advices of my lecturer, Ms. Doti, our group and I can complete the assignment in the right way and more effectively. Through this assignment, I can realize that quality management is an interesting subject and it is absolutely useful for my real life in the future.

Prepared by: Nguyen Duc Hieu (Gavin)

Individual Report for Total Quality Management

To: From : Ms Doti Chee - BTEC Lecturer Nguyen Thuy Linh (Link) - Class: F02B - ID: F02-094 - BTEC Students International Training Program - Banking Academy of Vietnam 12 Chua Boc Str, Ha Noi Date: June 5th, 2011

In the report, my role is as an quality executive in ITCC of Banking Academy and my responsibility is to use my knowledge and experience to explore a range of quality controls and apply principles of quality management to improve ITCCs performance. After forming the quality team, I was assigned to do task 3a and 4b; however I participated in all tasks to have more knowledge about quality management. I did not understand the requirement so I did redo task 3a four times. At first time, I just listed what ITCC do and lacked of analysis. At second time, I provided deeper current analysis but did not give conclusions or recommendation. At third time, I did not show clearly what theory I used. At fourth time, I listened carefully to my dear lecturer Ms Doti, she explained requirements carefully and enthusiastically, I also asked my friends in other classes. Went home, I spent hours to read carefully every word in the guideline, wrote an outline so finally I know what I have to do. I explain clearly that ITCC must provide detail information about its service such as opening time, price, location, etc because customers will use the information to compare with other competitors and concern about their demand. If they find out the involvement high, they will choose ITCC. Based on Buying Behavior Decision Making Process, I stressed that ITCC should provide customers appropriate and sufficient information right at the time they are in Information Search stage to attract them, influence their buying

behavior. I also provided a chart which showed clearly the importance and relevant of each information to customers and give recommendations to help ITCC enhance strengths and improve weaknesses. Being an education service, IIP is suitable for ITCC so I chose IIP for ITCC in task 4b. I set the scene, explained the rationale and reason why IIP suits with ITCC clearly. However, the challenge in task 4b is Process Involved. I spent three days to think about the flow chart which show clearly how stage of staff consultation support implementation of IIP in ITCC. I researched more on website and ask my group members. Finally I could complete my flow chart and analysis the rest stages such as requirement and commitment from staff, communication and reporting mechanisms, implementation, feedback and review as how they support ITCC implement IIP standard effectively. After accomplish the report, I gains a lot of useful and practical knowledge about quality management. I find it extremely interesting and helpful. I thank my dear lecturer Ms Doti for guiding me and thank my group members and my enthusiastic friends who always stand by me and help me to accomplish the assignment.

Prepared by: Nguyen Thuy Linh (Link)

Individual Report for Quality Management

To: From : Ms Doti Chee - BTEC Lecturer Le Duc Nhan (Peter) Class: F02B ID: F02 - 129 BTEC Student International Training Program - Banking Academy of Vietnam 12 Chua Boc Str, Ha Noi Date: June 5th, 2011

In the assignment, I have assigned to do outcomes 3d, 4a. After finishing the assignment, I feel understand clearly and deeply the value of complaints procedures at two different centers as well as how each is used to improve quality. Through the assignment, my teamwork skill and communication skill are improved significantly. In addition, my time management skill is also improved because I have to submit four group assignments within 2 weeks. The limitation of the assignment is limit of words, so I focus on the application in ITCC, some information will be attracted in appendix. About outcome 3d, I have defined customers complaints as well as identify the importance of complaint handing. In addition, I also determined the value of complaints at two centers: external customers and internal customers. Moreover, I provide the steps of complaints procedures and flow chart to guild both staffs as well as students when complaints arise. About outcome 4a, firstly, I have defined self-assessment and identify the importance, purposes of the self-assessment to determine current state of health in ITCC. Then, I have provided a range of appropriate learning method as benchmarking, balanced scorecard as well as Malcolm Baldrige. I also commented on the validity of self assessment that is currently used in ITCC and recommend Benchmarking. After that, I determine current state

of health of ITCC through comparing with past performance, competitors, other same organization as well as industry standard. From that, current state of health of ITCC is determined clearly. Actually, I must face with a lot of difficulties when doing this assignment. However, all members in my group helped me so that I can finish my task. In addition, by some meetings, I can ask other members what I dont understand. During the assignment, I usually look for information from books and reliable websites. They are really useful tools for me to finish the assignment. Besides, I want to thank Ms. Doti because of her enthusiastic help. Thanks to his guide, I know the requirements of this assignment clearly and how to complete in the right way. Through this assignment, I can realize that total quality management subject is very useful for my job in the future.

Prepared by: Le Duc Nhan (Peter)

Executive Summary
ITCC offers a diverse array of innovative academic programs at undergraduate level, complementing on-campus educational opportunities and life-long learning environment. ITCC is a 4 year joint-degree programme of University of Sunderland in the UK with its partners including Tyndale Education Group (TEG) from Singapore, Edexcel and Banking Academy of Vietnam. Its purpose is to provide knowledge for student majoring in BankingFinance and Accounting-Financial Management. We are the quality executive in the international training program, Banking Academy, Hanoi. As a member of the quality team, the Quality Director has asked us to provide him a report outline on the following tasks: Assess information made available to customers and the importance given to effective marketing. Evaluate the benefit of user and non-user surveys in determining customer needs and examine the methods of consultation employed in one quality scheme to encourage participation by under-represented groups. Investigate the value of complaints procedures at two different centres and analyse how each is used to improve quality. Identify the role of self assessment in order to determine an organisations current state of health and explain the stages of staff consultation necessary for effective implementation of a quality scheme. Propose new systems or modifications to existing systems that could improve service quality.

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Table of Contents
4c. Propose New Systems or Modifications to Existing Systems that could Improve Service Quality...............................................................................................................................46

1. Introduction
1.1 Explain Basic Concept of Module The total quality concept as an approach to doing business began to gain wide acceptance in the United States in the late 1980s and early 1990s. However, individual elements of the concept such as the use of statistical data, teamwork, and employee involvement have been used by visionary organizations for years (Goetsch, 1997, p.1). Total Quality Improvement (TQM) is a set of management practices throughout the organization, geared to ensure the organization consistently meets or exceeds customer requirements. TQM places strong focus on process measurement and controls as means of continuous improvement (managementhelp,2011). Quality management systems are relevant to all organizations whether large or small, public or private, manufacturing or service. It can be applied to a single department right up to a large multi national (bsigroup,2011). 1.1 Aims/Purpose, Scope The purpose of this report is to assess information made available to customers and the importance given to effective marketing of ITCC, the benefit of user and

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non-user surveys in determining customer needs, and the methods of consultation employed in one quality scheme to encourage participation by under-represented groups. The report also investigate the value of complaints procedures at two different centres and analyse how each is used to improve quality, the role of self assessment in order to determine ITCCs current state of health, the stages of staff consultation necessary for effective implementation of a quality scheme, and propose new systems or modifications to existing systems that could improve service quality of ITCC. 1.2 Sources of Information The sources of information are quoted from slides, course books as well as reference books of total quality, and websites which are helpful for carrying out the report. 1.3 Limitation of Report The limitation of this report is word limit about 3,000 words, so this report will explain briefly in concept, and focus mostly in application. Besides, spending significant time to identify and research all information related to ITCC and quality management system is restricted.

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3a. Assess the Information Made Available to Customers and the Importance Given to Effective Marketing Base on the customers demand which is Banking and Finance training, training at University level and international standard, ITCC provide International Training Program. Therefore, the information ITCC should give to customers is about the program including opening times, location, price list, facilities, activities, staffing levels, etc. The given information is useful and important to customers. Firstly, customers will aware that ITCC has service similar with their need. Secondly, customers can use the information to compare with others competitors. While customers find out that ITCC is better than others and ITCC has high involvement with their demand, they will choose ITCC. It means customers use the given information to evaluate alternatives and make decision. For further understanding about Buying Behavior and Decision Making Process (Refer to Appendix 1). According to the chart explains the importance and the relevant of each information to customers (Refer to Appendix 2) there are some conclusions and recommendations.

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About preferred media, the information such as opening times, location, price lists, facilities, activities and staffing levels is publicized on mass media. Customers can get information easily and initiatively. If customers have any question or want more detail, customers can ask ITCC consultant staff or take a look at student handbook of ITCC. Overall, the way ITCC provide information to customers is rather good, customers can get needed information sufficiently and easily. The information may suggest or affect on peoples buying behavior.

About information, ITCC have both strengths and weaknesses and there are recommendations to help ITCC enhance strengths and improve weaknesses. ITCCs opening time is great, ITCC should broadcast it widely in mass media. ITCCs location is good but little, ITTC should expand, open more branches in big cities of Vietnam. ITCCs price list is competitive and value for money; ITCC should emphasis the competitive price of papers and provide compare with others program on website. ITCCs facilities are low quality and just nearly enough for requirements, ITCC should improve quantity and quality of facilities. ITCCs image relies on Banking Academy a lot so ITCC should build up its own excellent image by providing promised service and enhance promotion activities. Activities are special strengths of ITCC, ITCC should enhance them by providing library on websites, up-date videos, photos, articles about ITCCs activities and express marketing activities in high schools to attract young students who always interest in activities. In spite of much effort, ITCCs staffing is not really good, ITCC should provide training course for staff members, help them improve communicating and problem solving skills, to satisfy customers as well as working effectively with lecturers.

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3b. Evaluate the Benefit of User and Non-User Surveys in Determining Customer Needs 3b.1 User Survey The respondents who answer user-survey are customers who directly use services at ITCC. In ITCC, users could be all ITCCs students. Because students opinion

is important and can affect directly to ITCC, so in order to understand their needs and expectation, the user-survey should be created for ITCC. The user-survey is provided to all students periodically, normally at the end of each semester. The content of user-survey include: profile of user, effectiveness of training program and facilities, the evaluation about instructors and lecturers and also students complaints and suggestions (Refer to Appendix 3,4).

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Chart 1: The benefit or user-survey in determining customer needs The reason for collecting these information is based on this; ITCC can identify clearly their strengths and weaknesses. Besides that, by conduct user-survey, ITCC can evaluate the level of customers satisfaction and also what they need and expect in future. Therefore, ITCC can make right decisions and provide better service for customers. 3b.2 Non-User Survey The non-user survey is method to collect opinion of those who do not use service at ITCC. Different to user survey, the contents of non-user survey include the profile of non-user customers, reasons for non-use, barriers to access, perception of service and their expectation ((Refer to Appendix 5,6,7).

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Chart 2: The benefit of non-user survey in determining customers needs The reason for collecting information from non-user survey is to help ITCC identify the barriers and reason why they do not use ITCCs service, and how their attitude and perception about ITCCs activities and extracurricular events is. ITCC also knows their general expectation, hence ITCC can improve their current operation in order to attract more customers in near future. Although non-users do not use service at ITCC, they still have impact on the images of ITCC and all of them are ITCCs potential customers. So, based on the results of

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survey, ITCC can realize their current weaknesses and barriers that prevent customers come to ITCC. Therefore, ITCC can set up a right and specific plan to improve their service. Specifically, ITCC should improve quality of training, remove unnecessary procedures and provide more scholarships or extracurricular activities. It will help ITCC encourage and convert non-users become users. 3b.3 Appropriate Learning Methods/Techniques Applied for Determining Customer Needs Actually, determining customer needs is a key action in order to gain customers satisfaction. So, to identify what the customer really values, there are 7 different methods. It includes: Qualitative techniques Core/key values Laddering Conjoint analysis Decision tree Correlation-based expectancy-value models Stated importance (mudvalley, 2011) In ITCC, the most appropriate method is core/key values and conjoint analysis could be applied in determining customer needs. In conjoint analysis method, ITCC provide

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customer survey with multiple choice question and two or more offerings. Then, based on offering they choose, ITCC can identify customers needs. About core/key values, ITCC will based on the most often offerings that customers chosen to identify the key values, it can help them determine customers needs and expectations. 3c. Examine the Methods of Consultation Employed in One Quality Scheme to Encourage Participation by Under-Represented Groups 3c.1 Define Underrepresented Groups Underrepresented groups do not have enough people with power to speak for them or to help them (Macmillan,2011). Underrepresented groups are also insufficiently or inadequately represented (thefreedictionary,2011). In ITCC, the underrepresented groups for external customers includes: Student parents who pay tuition fees for students, local students of Banking Academy, students from other similar programs like IBD. Under-represented groups for internal customers include cleaner, electrician, technician, asset manager, part-timer who work in ITCC about one semester like tutor, other lecturer for example Mr.Jeffery. 3c.2 Consultation Method and Quality Scheme Consultation plays an important role in management assistance, it provides ITCC changing in development strategy or to identify problems, and give solution for improvement services (Refer to Appendix 8). To make clear procedures, accuracy and quality management system, ITCC using questionnaires (surveys), ITCC do survey in each semester in order to collect students feedback about operation. For internal ITCC applies face to face,

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telephone, postal, group discussion, conferences and for external ITCC uses public meeting, media, based on international standards EFQM. When using EFQM, ITCC can orient to organization, staffs, and customers suit with both internal and external under-represented group. By contrast, ITCC can use time and resources reasonably, because the cost depends on the resources requirement. ITCC will base on self-assessment to find weakness and set policies and objectives to meet customers expectation. 3c.3 Advantages and Disadvantages of Consultation Method

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Each consultation methods has different advantages or disadvantages, based on nine elements of EFQM apply to consultation methods, ITCC can consider and uses suitable methods with condition of ITCC.

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3c.4 Conclude by Justifying To collect feedback of under-represented group, ITCC can use survey through face to face or postal. To notice internal customers, ITCC should use telephone because it very fast, easy to communicate. Besides, ITCC can make the conferences to discuss about the ITCC process and also uses group discussion to debate about the policy and strategy. Alternatively, media like Internet is best tool to advertise or communicate with external customers, to help them understand about ITCC program. Moreover, ITCC can apply public meeting to attract more customers and introduce new courses. There are the best ways to encourage the participation of ITCC under-represented group.

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3d. Investigate the Value of Complaints Procedures at Two Different Centers and Analyze how each is used to Improve Quality. 3d.1 Definition of Customers Complaint Customers complaints are expressions of dissatisfaction with a product or service, either orally or in writing, from an internal or external customer (qfinance,2011). Hard to believe, that the customer complaining to the firm about its product or service is the best thing that can happened to it

(smallbusinessboomers, 2011). 3d.2 The Importance of Complaints Handling Complaints handling is very importance because complaints offer ITCC an opportunity to correct immediately problems. In addition, they frequently provide constructive ideas for improving weak areas, upgrading services. Recognizing the importance of complaints handling, ITCC needs to establish effective and innovative systems for resolving consumer complaints. With a positive philosophy and a reputation for fair complaint-management, ITCC will have a competitive edge (customerexpressions, 2011). By talking back when they believe they have not received their money's worth, consumers give ITCC an opportunity to correct the immediate problem and restore goodwill. It is easy to see that consumers who complain about products and services continue to frequent the organization and use the services which they complain about if they believe the complaint was resolved fairly. If ITCC dont resolve the complaints, it will affect both the organization and customers. First, customers will loss of trust in ITCC. Therefore, the relationship between ITCC and 25

customers will become worse. Second, it will make customers dissatisfied, so it also affects ITCCs reputation. Actually, there are some customers who complain to ITCC, almost customers dont complain because they are skeptical about business's willingness or ability to resolve disputes fairly. Consumers simply withdraw their patronage and criticize the company or the product to others (customerexpressions, 2011). They will complain to their friends, family and total strangers. They will not give ITCC a chance to fix the problem that they see. They destroy ITCCs reputation and ITCC dont have a chance to respond. Therefore, ITCC needs to manage complaints carefully to save unwanted cost as investment cost in advertising to attract replacement customers or losing revenue from losing potential customers in the future. It is clearly that complaints tell ITCC how to do its job better by alerting management to problems that need prompt attention and correction. Therefore, ITCC must understand the importance of complaint handling because it will help ITCC improve continuously as well as avoid risks from complaints.

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3d.3 The Value of Complaints Procedures at Two Different Centers

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3d.4. Complaints procedure: the steps of complaints procedure and flow chart

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External Customer Complaints Handling Flow Chart of ITCC

Customers make complaints

Staffs have responsibility for listening customers complaints and taking actions immediately. Customers need to provide facts and evidences for their complaints

If customers satisfy

No

Yes

End of process

Customers can suggest their own solutions. The staffs will report customers complaints and their solutions to Ms. Thu Manager of ITCC

The manager and the staffs will discuss together to make decisions about those complaints

Unreasonable complaints and ITCC managers solutions are not unaccepted

Reasonable complaints; ITCC will take actions to improve areas which customers complaint

The manager will report to ITCCs Director

End of process

Customers will receive feedbacks after 1 week

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Internal Customer Complaints Handing Flow Chart of ITCC

ITCCs Staffs make complaints

The managers of ITCC can use framing questions to evaluate and assess the staffs complaints

Simple complaints; Direct Manager will be empowered to procedure solutions

Complicated complaints; Vice Director, Director and other advisors will discuss together to find out solutions

If customers satisfy

No

Yes

The customers can express opinions by sending letters to Director to resolve the complaints

The manager will use a period of two weeks for remedial action

The manager will give feedback in a week after the staffs send the complaints

End of process

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4a. The Role of Self-Assessment in Order to Determine an Organizations Current State of Health 4a.1. Definition and the Importance of Self-Assessment Self-assessment is a systematic and regular review of its own activities carried out by an organization, which compares the results against a model of excellence. Selfassessment results are used to identify and recognize best practice and to encourage innovation and improvement. It allows an organization to identify its strengths and weaknesses and to plan improvement activities (hrdictionary, 2011).

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4a.2. The Methods of Self-Assessment The methods of self-assessment are the ways which an organization applies to review its work and determine confusing areas which are still exist. ITCC is one of the best international training programs in Vietnam, so it also applied some methods to assess results for its work. From those results, ITCC can evaluate whether applied methods are effectiveness or not and determine the current state of health

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The validity of self-assessment

At the present, ITCC have applied benchmarking method. Although benchmarking method brings ITCC many advantages, the application isnt really effectively. Namely, ITCC still assess current state of health with
subjective, bias, one dimensional. About subjective, ITCC havent comparison with other competitors seriously. Therefore, ITCC still havent recognized the current situation. As a result, ITCC has lost competition advantage when they make policies that arent reasonable. About bias, when ITCC assess itself, there always exist biased opinions, so it will make ITCC disoriented. Thereby, it can see that ITCC can have unsuitable plans with current situation. Thereby, ITCC need assess its current state of health unbiased. From that, it can recognize weak areas to improve. About one dimensional, the self-assessment of ITCC is still one dimensional opinion. ITCC should research assessment of other competitors about it to know how really current state of health is. It also refers to more resource to have many dimensional. Base on that, ITCC will have a general view about the current situation.

4a.3. Current state of health of ITCC Comparison with past performance:

Currently, there are more and more students who join in ITCC every year. It can show that quality of education services of ITCC increase, so it can attract more customers. ITCC has more lecturers than in the past with high degree. Therefore, it can reduce workload for exist lecturers as well as avoid

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evaluating subjective, bias and one dimensional of lecturers. About facilities, although ITCC have improved facilities, it cannot meet both customers needs and standards for teaching and learning. About extracurricular activities, there are many activities which are hold, it help students become more active and confident. About students performance, ITCC requires higher quality for assignments, so it is hard to get higher mark; however, it helps improve students knowledge. About managers and staffs, they cannot solve students problems professionally and quickly. Improvement to against competitor

ITCC needs to carry out more advertising activities to attract more customers. To satisfy customers needs, ITCC also needs to upgrade facilities and equipments for teaching and learning. In addition, it should improve working methods of staffs and managers to be more effectively. To improve education quality, ITCC must ensure that it has enough lecturers to teach top-up years so that students can graduate timely. Besides, ITCC should have some more high quality programs to make advantage for students. Comparison with competitors

ITCC has weaker promotion system than other competitors. Facilities and equipments for learning and teaching are also limited. Although the tuition fee is less than other competitors, there are fewer majors for students choose in top up year than competitors such as IBD. In addition, administrators arent really professional to be able to solve students problems. ITCC havent stable lecturers staffs, it makes students feel worried about the program.

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Comparison with similar organization (National Economic University NEU) To assess current state of health of ITCC, it should compare with other competitors as IBD in NEU.

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Comparison with industry standards

To meet industry standards, self-assessment of ITCC must base on interview, survey. In addition, it needs to assess students through assignments or exams. Besides, ITCC should use record keeping method to manage time and the progress of students.

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4b. Explain the Stages of Staff Consultation Necessary for Effective Implementation of Quality Scheme Staff consultation is a process by which managers and employees of an organization sit together, discuss issues/problems through exchanging of opinion, ideas, information, etc, to find out the best solution for the organization. The key point here is that managers hold meeting flexibly to gather opinions of all people. 4b.1 Setting the Scene ITCC aims to become a top rate education program. Besides, in growing process, ITCC gets some problems which require ITCCs improvement. Thus ITCC chooses IIP and then the standard is implemented in all ITCCs activities. 4b.2 Explaining Rationale The national quality standard IIPs objective is to set a level of good, practice for improving an organizations performance through its people (Chee.D,2011,p1-3) Good quality employees will make a good quality organization so IIP is suitable for service business, especially education service as ITCC. When applying it, ITCC

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must base on three principles: Plan, Do, Review. For further understanding about IIP (Refer to Appendix 11).

4b.3 Processes Involved Feedback Have problems No problem

Officers record and report to managers Managers examine issues Provide strategy No strategy

Collect opinions Accomplish strategy Give instructions for subordinates

Unsuccessful Succeed Staff members hold flexible meeting to complete detail action plans Unsuccessful Succeed Implementation Support each others Performance Review

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End

Managers hold general meeting to

The graph above shows how staff consultation supports implementation of IIP in ITCC very well. It will be explained generally at the following stages. Take solving students complain as practical issue (Refer to Appendix 12). 4b.4 Requirements and Commitment from Staff ITCCs managers and employees must all be consulted on ITCCs objectives which is implementation of IIP. While people understand their aim and know how they can influence decision, the commitment is strengthened. Therefore, all ITCCs staff members must raise awareness about service quality and necessary activities they must do and must do accurately. Besides, ITCCs managers have to monitor people and processes of both individuals and group to ensure accomplishment of objectives. 4b.5 Communication and Reporting Mechanisms There are a lot of consultation methods (Refer to Appendix 13), however, ITCC just use most group discussion and in-depth interview in ITCCs meetings and written word such as reports to managers. Employees can show their findings in report and express ideas, opinions in discussions, ITCCs managers can use it to make decisions and appropriate directions/instructions. 4b.6 Keeping Team Updated and Engaged ITCCs team is always engaged due to instructions/directions from ITCCs general meeting; and updated regularly through small and flexible meeting among ITCCs employees and sometimes with managers. 4b.7 Implementation

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The staff consultation through meeting among ITCCs managers and employees supports implementation of IIP clearly. To support Plan-Developing strategy for improvement, ITCC managers must meet and discuss with officers to find out issues. To support Do-Taking actions, ITCCs managers and employees hold meetings to clarify about objectives, directions to conduct suitable action plan to accomplish the objectives. To support Review-Evaluation of the impact on the organizations performance, officers conduct review and report/discuss with managers about their finding managers can use the information to issues suitable policies for the up-coming period. Through stages of staff consultation, ITCCs people get many benefits. Managers understand their subordinates better and issue suitable policies to support and promote them. Employees also has chance to show off their talent, skills, experience and challenge themselves by new tasks, etc. Overall, people in ITCC improved themselves, support others better, work effectively; thus ITCCs performance will become better. 4b.8 Feedback and review It is important stage for ITCC to ensure that whether there are any gaps between plan and fact; in order to solve by appropriate solutions immediately.

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4c. Propose New Systems or Modifications to Existing Systems that could Improve Service Quality ITCC has established in 2007, and up to now ITCC have changed many times in quality management of education services, but the system also exists some limitations such as the control system is ineffective, management are slow to resolve student problem, staffing level is weak, employees are lacking of experiences, high staff turnover. Therefore, ITCC should apply Investors in People (IIP) besides EFQM standard. 4c.1 Application of Concepts ITCC can follow the business planning cycle of IIP. The Investors in People Standard is a business improvement tool designed to advance an organization's performance through its people (isotecksystems.co.uk,2008).

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Principles of Investors in People Firstly, developing quality plan, ITCC need to specify the requirement based on quality standard and students feedback. Secondly, taking action by control and detect the quality performance of ITCC, thirdly evaluate process to improve ITCC policy and go back to plan. It is quality continuous improvement focus on people of ITCC (Refer to Appendix 14). 4c.2 Apply Standard

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4c.3 Performance Indicators Compare with past, ITCC enrollment for last semester was more than 200 students, to follow the standard, ITCC should only receive 150 students, so the lower learner, the better enrollment and teaching, the quality of course will be higher. About benchmarking, the complaint solving was slow in the past compared with NEU was faster, but when ITCC apply IIP and focus on staff and students to improve continuously, the waiting time is reduced, and problem is solved as soon as possible.

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4c.4 Feedback and Review ITCC should follow the quality circles of IIP concept, and the management will make the plan according to feedback of people, ITCC will set objective base on customers requirement and also give policies for employees in future. Besides, ITCC need to collect data from lecturers about education quality. Hence, ITCC will evaluate and monitoring the effectiveness of IIP on the performance of program. 4c.5 Key Dimensions

50

51

2. Conclusion
In conclusion, based on the customers demand, ITCC provides to them useful information as opening times, location, price list, facilities, staffing level and so on. Besides, ITCC make user and non-user survey to determine customers needs. The benefit of these survey bring to ITCC is great because ITCC can identify their current strengths and weaknesses as well as reason and barriers that prevent customers come to ITCC. So, ITCC can give right decisions to meet both user and non-user customers needs and expectations. In order to collect feedback of under-represented group, ITCC can use survey through face to face or postal, use telephone to notice internal customers and use Internet to advertise or communicate with external customers, based on international standards EFQM. Next, complaints handling is very importance because complaints offer ITCC an opportunity to correct immediately problems. The value of complaints procedures at two different centres: internal and external customers. In next part, the role of self-assessment is to gain an insight into ITCCs operation, to find customers demand and to evaluate performance and plan for continuous improvement. At present, ITCC have applied benchmarking method. Next, we stage the necessary of staff consultation for effective implementation of IIP scheme. In the last part, ITCC can follow the business planning cycle of IIP and apply standard in performance criteria. ITCC will set objective base on customers requirement and also give policies for employees in future.

3. Recommendation
In order to improve quality management, ITCC should rearrange timetable to be suitable for students. ITCC should solve problems and inform students results quickly. Besides, ITCC should improve modern facilities and reduce the numbers of students in each class. Moreover, ITCC should have training activities for staffs to change their attitude as well as to create professional style for them. From point of this, they can support and solve students problem quickly and effectively. ITCC should maintain qualification of both assignment and examinations. In addition, ITCC should keep quality lecturers and recruit new lecturers to reduce workload for both current lecturers and students. Furthermore, ITCC should also perceive the importance of students complaints and suggestions; it can help them easier to meet customers needs and expectations in future.

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4. References
Goetsch, D and Davis, S., (1997). Introduction to Total Quality. 2nd ed. United States of America: Pretice Hall ITCC, (2011). Student Handbook 2010-2011. Vietnam: Banking Academy Chee.D. (2011). Quality Scheme 3 - Investors in People . Vietnam: Banking Academy. Macmillan, (2011). Underrepresented. Available from: http://www.macmillandictionary.com/thesaurus/british/underrepresented [Accessed 19th May 2011] Thefreedictionary, (2011). Underrepresented. Available from: http://www.thefreedictionary.com/underrepresented [Accessed 19th May 2011] acas.org.uk, (2011). Why are communications and consultation important. Available from: http://www.acas.org.uk/index.aspx?articleid=665 [Accessed 19th May 2011] isotecksystems.co.uk, (2008). Investors in People. Available from: http://www.isotecksystems.co.uk/investor.htm [Accessed 19th May 2011] tutor2u.net, (2011). buyer behaviour - decision-making process. Available from: http://tutor2u.net/business/marketing/buying_decision_process.asp [Accessed 19th May 2011] Mudvalley, (2011). Analysing customers needs, wants and values. Available from: http://www.mudvalley.co.uk/analysing-customers-needs-wants-and-values.html [Accessed 2nd June 2011] Managementhelp, (2011). Quality Management. Available from: http://managementhelp.org/quality/quality.htm [Accessed 9th April 2011] Bsigroup, (2011). Quality Management. Available from: http://www.bsigroup.com/en/Assessment-and-certification-services/managementsystems/Business-areas/Quality-Management/ [Accessed 9th April 2011] Qfinance, (2009). Definition of customer complaint. Available from: http://www.qfinance.com/dictionary/customer-complaint [Accessed 17th May 2011] Smallbusinessboomer, (n.d). Customer complaints are golden. Available from: http://www.smallbusinessboomers.com/customer-complaints-are-golden/ [Accessed 17th May 2011] Customerexpressions, (n.d). Why is Complaints Handling Important. Available from: http://www.customerexpressions.com/cex/cexweb.nsf/%28GetPages %29/c098e3e1b60af5ba85256ff2006a40ec [Accessed 17th May 2011]

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Customerexpressions, (n.d). A Critical Form of Communication. Available from: http://www.customerexpressions.com/cex/cexweb.nsf/%28GetPages %29/f0807e646e0c9bb885256ff20069fb8e [Accessed 17th May 2011] Hrdictionary, (n.d). Self-assessment. Available from: http://www.hrdictionary.com/definition/self-assessment.html [Accessed 20th May 2011] Comcarestandards, (n.d). What is the purpose of the self assessment. Available from: http://www.comcarestandards.com.au/cccs-and-quality-review-questions/107-what-is-thepurpose-of-the-self-assessment.html [Accessed 20th May 2011] Balancedscorecard, (n.d). Balanced Scorecard Basics. Available from: http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Defa ult.aspx [Accessed 21st May 2011] Churmura, (n.d). Malcolm Baldrige Systems Perspective. Available from: http://churmura.com/business/management-business/malcolm-baldrige-systemsperspective/31235/ [Accessed 22nd May 2011] proveandimprove.org, (n.d). Investors in People Standard. Available from: http://www.proveandimprove.org/new/tools/investorsinpeople.php [Accessed 22nd May 2011] oldham.gov.uk, (n.d). Summary of consultation methods. Available from: www.oldham.gov.uk/methods.pdf [Accessed 22nd May 2011]

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5. Appendix
Appendix 1: Buying Behaviour and Decision Making Process There is process of consumer buying behavior which includes of five stages.

(tutor2u.net, 2011) Stage determines the buying decision of customers is Information Search. Firstly, if customers cannot find information about your product/service, they will not know about your product/service and they will switch. Thus, it is importance for ITCC to identify customers at the stage and provide needed information to raise their awareness that ITCC is here to serve you. Secondly, what information ITCC provide is also importance and relevant not only to Information Search, but also Evaluation of Alternatives. If the information comes to customers early and appropriately and sufficiently, customers will be attracted. Besides, customers have enough data to compare with other competitors to determine which is the most suitable option for them. After that, customers will make buying decision. Who takes the initiative to provide information to customers often be chosen while the followers have less opportunity to impress in customers mind because customers are diving in a large number of information and options. Therefore, ITCC should provide appropriate and sufficient information to customers right at the Information Stage.

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Appendix 2: The Importance and Relevant of Each Information to Customers Information Opening time Media Education or students/you th websites and forums Importance - Customers need a class which has adequate timetable with their demand e.g not interrupt other plans of customers. - Customers need a near location to go easily. Leaflet - Customers want a modern location to stay comfortably and work effectively. Current situation - ITCCs opening time is variety; customers can choose the most suitable one. Recommendation Show the detail of opening time in preferred media.

Location

- ITCCs location is Banking Academy in Expand, open more Hanoi where has good security, convenience for branches in big cities of study and training and high standard life Vietnam. environment. Customers can stay and work comfortably and conveniently. - ITCC just locates in Hanoi. It is difficult for customers in other cities enter the program.

Brochures

Price lists

Poster

- Customers want high quality low price service.

- High quality of service is adequate with price so almost customers feel value for their money.

Emphasis competitive price on papers. Provide compare with others program on website.

Notice boards

- Price and quality also relates to value - Price is lower than other competitors so for money. Customers can compare with customers extremely satisfy. other competitors to choose the most suitable one. - Customers want modern and comfortable working environment. - Not modern like advertised.

Facilities

Careerorientation or

- Improve quality and quantity of facilities

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introduction courses

- Facilities relates to value for money. Customers can compare with other competitors to choose the best one.

- Some facilities are too old or broken. Customers feel not value for their money, they dissatisfy and may switch - ITCC emphasis Banking Academy-famous University, Banking and Finance and international standard-hot trend on mass media well and attract a lot of customers. - Poor facilities and unfriendly staff, not similar with advertisement, makes ITCCs customers dissatisfy because of paying a lot of money and receiving uncomfortable feeling. - Improve facilities - Provide training course for staff members to satisfy customers and gain their loyalty. - Enhance promotion activities - Provide library on websites, up-date videos, photos, articles about ITCCs activities - Express marketing activities in high schools - Provide training course for staff members to satisfy customers.

Image

Consultant staff

- Customers want to use famous brand service because it raise pride of customers - Good image often refers to high quality-guaranteed service/products so customers will feel value for their money

Student handbook

Activities

Student handbook Consultant staff

- Customers, especially youth, want activities which is chance to show off their talent, raise pride and impress in their CV. - Activities provide opportunities to practice soft skills and gain more experience.

- ITCCs activities are variety and exciting. They help student improve skills very well and gain much experience; raise peoples awareness about ITCC; impress ITCC culture, value, reputation, etc in customers mind; attract a lot of people.

Staffing level

Consultant staff

- Customers want to be respected and served enthusiastically.

- Unfriendly staff, not like advertisement, makes ITCCs customers dissatisfy because of receiving lie and disrespect; paying a lot of money and receiving uncomfortable feeling.

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- Staffing refers to value for money.

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BTEC HND PROGRAMME Appendix 3: User survey

Feedback form
Student name Date : _________________________________________ (optional) : _________________________________________ Grade 2: Disagree Grade 4: Agree Grade 3: Neutral Grade 5: Strongly agree Module/Courses: _________________________________________ Rating guide: Grade 1: Strongly disagree

THE EFFECTIVENESS OF TRAINING PROGRAMME 1 2 3 4 The course achieved its stated objectives The coverage and depth of the course were adequate The policies of programme were reasonable The duration of the course was suitable 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5

THE EFFECTIVENESS OF FACILITIES 1 The teaching aids (projectors, microphone, audio visual) and 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 59

training equipment were meet students and lecturers needs 2 The number of students in class was suitable for learning 1 3 The training environment was conducive for learning 1 THE EFFECTIVENESS OF INSTRUCTORS AND LECTURERS 1 2 The lecturer had good knowledge and practical understanding of the subject matter The lecturer was able to maintain interest of the students during 1 1

3 4 5

the class The lecturer was effective in communicating ideas and concepts to students The tutor class is necessary and sufficient for students The supporting staff members (Technicians/Administrators) are helpful and enthusiastic

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

OTHERS COMMENTS OR SUGGESTIONS: _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _______

***Thanks for your cooperation***

Appendix 4: The Level of Customers Satisfaction

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The chart above shows the level of customers satisfaction in some questions in the user survey. Based on the chart, ITCC can identify their course achieved its objectives in general with 3.6 score. Besides, the duration of the course seems to be unsuitable enough for students. So, ITCC should review and improve it better. More specially, some students assess that the teaching equipments is old and unable for use as well as the size of class is too big. It is shown through surveys result (only 2.4 and 2.6 score respectively). Therefore, ITCC should improve the quality of teaching equipments as projectors, microphone, and audio visual by repair or replace new one for students. Moreover, the number of students in class should be reduced. It will help students can understanding lessons more quickly and effectively. On the other hand, once cannot deny that the lecturer had good knowledge and practical understanding of the subject matter (3.4 score). In addition, because students learn all subjects in English, so it is necessary for them to have tutor class to understand deeply about lectures. ITCC has meet students needs in this area. Almost students like and satisfy with the quality of tutorial class, so the score is high with 4.2 points. However, about the effectiveness of supporting staff members, it is not good enough, with only 2.8 score. Some students complain that the announcement was not provided clearly for them. Hence, ITCC should change it to meet customers expectation in future.

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Appendix 5: Non-user survey

We are excited to hear from you. Please check the boxes that apply to you.

I.

Profile
1. Age of customers 18 21 22 25

2. Gender of customers Male Female

3. Customers occupation Student Worker Officer

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4. If you are student, which university are you studying at present?

5.

Other information Phone number: ________________________________________ E-mail address: _______________________________________

II.

Customers opinion
1. How can you know the International Training Corporation Center (ITCC) at Banking Academy? Family Friends Do not know 2. State the reason why do you not choose ITCC program for studying? ITCC fee is too expensive Lack of experience Distance ITCC promotional activities are not interested Other 3. What do you think which is the barriers to access ITCC? Complicated applying procedures Enroll examination is difficult Internet Leaflet

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 English requirement during course Other 4. What do you think about extra-curricular activities at ITCC? Strongly dissatisfied Dissatisfied Normal Satisfied Strongly satisfied 5. Would you like to receive any information about ITCC and its activities? Yes No

6. What are your suggestions or expectation about ITCC? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ ____***Thanks for your cooperation*** Appendix 6: Chart for Non-User Customers

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Appendix 7: Barriers to Access ITCC

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Based on the result of non-user survey, almost non-users are male and from 18-21 years old. And almost of them get information about ITCC at Banking Academy through friends. Next, through this survey, ITCC also identify the reasons to explain why they do not use service at ITCC. The most reason is the fee is quite expensive and ITCC lack of experience in management and operation. Besides that, the biggest barrier in non-user customers opinion is about the English requirement during the course. They do not have enough believe about their English skill, they think it will be difficult for them to study in an English environment like ITCC. The other barrier is about the difficulty in enrolling examination. In this survey, they also give their expectation at ITCC as the study fee will be reduced to be suitable for them as well as expand the scale to give more opportunities for them in near future.

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Appendix 8: Consultation Methods Employee communications and consultation are essentially about involving and developing people in an organization. Good communications and consultation are central to the management process and assume critical importance when dealing with changes in working practices and procedures. Employee communication and consultation offer many benefits although, done well, they require time and money (acas.org.uk, 2011). ITCC can use the checklist in order to achieve better communication and consultation with underrepresented group. Joint consultative committee constitution checklist When drafting the constitution of a joint consultative committee the following elements should be covered: The title and objectives of the committee. Its terms of reference the matters it can and cannot discuss and its powers. Its composition: (i) Employee representatives (number, constituents) (ii) Management representatives (iii) Co-option and ex-officio provisions (iv) Named deputies for representatives (v) Method for obtaining members, appointment, election, etc. Election procedure: (i) Who organises (ii) When held (iii) Qualifications of candidates and voters (iv) Nominations (v) Voting arrangements. The period of office of members and arrangements for their retirement. Electing/nominating officers of committee, that is: chairperson, secretary. Meeting arrangements: (i) Frequency, advance notice (ii) When and where held

(iii) Procedure for placing items on agenda (iv) Arrangement for minutes (v) Quorum (vi) Duration of meetings. Facilities for committee members: (i) Time off for liaising with constituents (ii) Payment while attending meetings. Reporting arrangements: (i) Publication of minutes (ii) Methods of reporting back (iii) Responsibilities of members. Method of altering constitution (acas.org.uk, 2011)

Appendix 9: Fours Key Steps to Apply Benchmarking methods

Appendix 10: Malcolm Baldride

Appendix 11: Investors in People Standard Primary purpose The Investors in People Standard is a business improvement tool designed to advance an organisations performance through its employees. It helps organisations to improve performance and realise objectives through the management and development of their people. It has three principles to which an organisation must subscribe and key indicators to work towards. An external assessor will look for evidence that these principles and indicators have been implemented throughout the organisation. Summary Investors in People (IIP) provides a flexible framework, which any organisation can use. It mirrors the business planning cycle (plan, do, review) making it clear for organisations to follow and implement in their own planning cycle. The framework is based on three main principles: 1. Plan developing strategies to improve the performance of the organisation. 2. Do taking action to improve the performance of the organisation. 3. Review evaluating the impact of its investment in people on the performance of the organisation. Each principle has clear indicators underpinning them. Plan 1. A strategy for improving the performance of the organisation is clearly defined and understood. 2. Learning and development is planned to achieve the organisation objectives. 3. Strategies for managing people are designed to promote equality of opportunity in the development of the organisations people. 4. The capabilities managers need to lead, manage and develop people effectively are clearly defined and understood. Do

5. Managers are effective in leading, managing and developing people. 6. Peoples contributions to the organisation are recognised and valued. 7. People are encouraged to take ownership and responsibility by being involved in decisionmaking. 8. People learn and develop effectively.

Review 9. Investment in people improves the performance of the organisation. 10. Improvements are continually made to the way people are managed and developed. Organisations pursuing the Standard then prepare their work against these criteria with support from a recognised Investors in People Adviser and guidance from detailed evidence requirements. External assessment is subsequently carried out to ensure the organisation has met these principles and underpinning criteria. The organisation can request an assessment at any time once it has decided to work towards the Standard. Supporting evidence for the assessment is gathered from a range of sources and is not necessarily paper based. Evidence may include verbal and observed feedback, for example, through one-to-one interviews with employees or staff appraisal. As long as the criteria are adhered to, there is complete flexibility in how the organisation seeks to improve its staff development. Once the organisation has been recognised as an Investor in People it is subject to regular reviews no more than three years apart. An organisation can be assessed on a more regular basis if it so wishes. IIP also offers a free online business support tool called IIP Interactive. It is designed to guide the user through development activities and help transform the performance of their organisation. Built into the tool is a diagnostic that provides a snapshot of the organisations current performance in relation to achieving the Investors in People Standard.

Potential benefits Investors in People is externally validated. It is widely recognised and the Standard acts as an independent stamp of approval for both prospective staff and potential customers. The Standard offers an organisation a method for improving its staff management, employee satisfaction, motivation and access to training and development. The focus on linking employees development and skills with an organisations overall strategies has the potential to result in gains in overall organisational performance. It can be part of an organisations process of improvement over a flexible time frame It dovetails well with other tools for measuring impact and assessing quality such as Social Accounting, the Business Excellence Model and PQASSO. The Investors in People Standard is inclusive, involving all people who work for an organisation in any capacity (for example, paid full-time, part-time staff, consultants and volunteers), particularly relevant to the diverse employment structures of many voluntary and socially enterprising organisations. The Investors in People Standard offers a recognised benchmark of an organisations employee management to external bodies as well as making an internal commitment to its staff to continually improve its standards over a long period of time. The Investors in People Standard is awarded indefinitely, subject to regular reviews no more than three years apart. Within this timeframe, organisations can choose how frequently they wish to be reviewed and informed on what progress has made since the last visit.

Potential limitations

 Whilst implementing the Investors in People Standard can lead to improved relationships with customers, service users and other stakeholders, its primary focus is internal quality. It doesnt seek to directly address an organisations wider economic, social and environmental impacts. The Investors in People Standard focuses only on staff improvement and quality. It requires commitment from all employees including senior management and cannot be implemented without their involvement. As with some other tools, the Investors in People Standard has the potential to be costly for some third sector organisations, particularly if substantial changes need to be made following assessment. For an orgaisation to maintain the IIP mark, a re-accreditation process must be undertaken every three years.

Who can use the Investors in People Standard? Any organisation with two or more employees that wants to improve the skills of its workforce and encourage their commitment to become part of its vision can undertake the Investors in People Standard. Over 37,000 organisations have achieved it, many in the voluntary and third sector. Although co-operative organisations have successfully implemented the Investors in People Standard, they will need to be aware of its management approach to an organisations employees. What resources are needed? Leadership An individual or team can lead with the Investors in People Standard, though it will need support from management and all staff involved.

Proficiencies or skills No specialist skills are required to pursue the Investors in People Standard. An assessor will gather evidence, mainly through confidential one-to-one interviews with a staff sample. The organisation may choose to conduct a self-assessment in order to plan what it needs to do. This might involve social research methods such as surveys and interviews. An adviser may be able to help with self-assessment as part of the support package. Costs may be involved in implementing the Investors in People Standard. To ensure a consistent approach, IIP UK has set a maximum daily rate for assessment work. This rate is 750 per day. However, there may be regional variances. Assessment for organisations with up to 20 people usually takes 1.75 days. Larger organisations are assessed based on a percentage or sample of people. As a guide, an organisation with 50100 people should need between three and four assessor days, depending on the number of locations. Staff time The amount of time taken to become an Investor in People will depend upon what kinds of changes need to be made and the degree of management commitment. It is realistic to suggest that an organisation could achieve the Investors in People Standard within a year, but it may take up to two years. Timeframes are fairly flexible as the organisation itself determines when it is ready to be assessed. Whilst it is management led, it will require all staff to be involved in some capacity, for example in staff appraisals. For an organisation to maintain the IIP mark , the Standard is reviewed every three years. Courses, support, and information Initial support in the form of workshops and training is available to organisations through the Learning and Skills Councils and Business Links in England, Education and Learning

in Wales, Local Enterprise Company in Scotland or the Department for Employment and Learning in Northern Ireland and is usually free. The IIP UK website - www.investorsinpeople.co.uk is comprehensive and includes case studies of organisations working with IIP. IIP UK has awarded Champion status to a number of exemplar organisations that have been outstanding in promoting its values and principles and who have led by example in the way they manage and develop people. These organisations provide a mentoring service and host site visits to learn more about getting the most from the Investors in People Standard. Development, ownership and support The Investors in People Standard was developed in 1990 by the UK National Training Task Force in partnership with leading national, business, personnel, professional and employee organisations such as The Confederation of British Industry and The Trade Union Congress. The Investors in People Standard is promoted, developed and quality assured by IIP UK a non-departmental public body (NDPB) led by the UK Governments Department for Education and Skills. From its inception the Investors in People Standard has been reviewed every three years. A non-printable pdf of the Investors in People Standard is available at www.investorsinpeople.co.uk. A hard copy can be ordered for around 8 plus postage and packaging. Guidance is available to run through it yourself, but advisers are available and external assessment is needed to obtain the Investors in People Standard. (proveandimprove.org, 2011)

Appendix 12: Process of Solving Students Complain

Complaint

Officers record and report to managers Managers examine issues Provide strategy No strategy

Collect opinions Accomplish strategy Give instructions for subordinates

Unsuccessful Succeed Staff members hold flexible meeting to complete detail action plans Unsuccessful Succeed Implementation Support each others Performance Review At current, when students dissatisfy, they will come and complaint directly to Ms Thu and require solution. It is impossible for Ms Thu to answer immediately because of lacking information and research. Besides, it makes ITCC disorganized and unprofessional. By applying the process above, the performance will be improved. When students dissatisfy e.g about new fee policy, they will complaint to officers, officers will record it and report to ITCCs manager Ms Thu. Ms Thu will examine the problem, prepare some strategy options and hold the meeting with staff. Ms Thu knows how to allocate

End

Managers hold general meeting to

ITCCs resource to solve problem but may not understand clearly what students want. Officers contact directly to students, they understand students need and want. While they discuss, Ms Thu can choose the best solution which is balance for both students and ITCC benefits. Officers understand Ms Thus objective and strategy, they will propose action plan to achieve the aim. Ms Thu agrees and officers will implement, will take action. After implementation, officers will review. If there are any problems, they will come to Ms Thu to ask for more directions or hold other meeting to discuss, find out unsuitable point and change. After the process, ITCCs managers and employees improved at least communication and problem solving skills. And if there are any similar problems happen they will solve easily and faster. Thus ITCC will become more professional. Appendix 13: Staff Consultation Method Group discussions e.g. Focus groups Quality circles Voluntary Learning networks Stakeholder meetings Advantages Enables people to express why, not just what Discussion can follow the mood of the audience not prescriptive In groups, respondents can use each other as springboards Disadvantages Cannot be used to extrapolate results to whole population not statistically reliable Usually only meet for two hours When used For diagnostic research When you need to understand (reasons for attitudes/ behaviour) and generate new ideas

Useful for indepth analysis of how a service is perceived can help to include groups which are often excluded

In-depth interviews

In depth response - can probe to a greater extent good for sensitive subjects where people may not respond to a structured Can go to all residents since relatively inexpensive

One person may be reluctant to bare their soul without backup

Getting a feel for the issues Initial research for sensitive subjects

Among senior people

Written word letter/leaflet

Cannot control responses - they may not focus on the issue upon which you

To reach a wide audience whilst also ensuring that the information is clearly and consistently communicated

Can explain the Councils view and rationale for a

(oldham.gov.uk, 2011)

Appendix 14: The Investors in People Standard is based on three key principles: Plan Developing strategies to improve the performance of the ITCC. Do Taking action to improve the performance of the ITCC. Review Evaluating the impact on the performance of the ITCC.

Developing Strategies to Improve the Performance of ITCC 1. A strategy for improving the performance of the ITCC is clearly defined and understood. 2. Learning and development is planned to achieve the ITCC's objectives. 3. Strategies for managing people are designed to promote equality of opportunity in the Development of the ITCC's people. 4. The capabilities managers need to lead, manage and develop people effectively are clearly defined and understood. 5. Managers are effective in leading, managing and developing people. 6. People's contribution to the ITCC is recognized and valued. 7. People are encouraged to take ownership and responsibility by being involved in decision making. 8. People learn and develop effectively. 9. Investment in people improves the performance of the ITCC 10. Improvements are continually made to the way people are managed and developed. (isotecksystems.co.uk, 2008)