Service Standards
It is part of the Quality Assurance Development Plan this year to introduce Service Standards for Business Support areas in the College.
The Importance of Service Standards
Service Standards are important for several reasons:
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They provide a set of performance criteria against which business support services may be measured by internal and external review.
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They provide a yardstick against which the service may measure its own performance and improvement, thereby providing a valuable tool for self assessment purposes.
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They provide an important opportunity for the team to discuss and agree what is desirable and possible in the performance of their jobs.
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They ensure that business support staff feel their contribution to the College is important and valued.
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Matching\sharing standards across different sections of the College as appropriate
Effective Service Standards
Effective service standards which are recognized and owned by the whole team will possess the following characteristics:
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Staff at all levels are consulted on and involved in the writing of the standards.
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Standards take into account the needs of internal customers and external customers.
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Standards take account of the strategic objectives of the College.
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In identifying quality characteristics, precise and measurable standards of service are specified.
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All obligations detailed in the College Charter are included.
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Targets set are demanding but achievable.
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Assessment of current standards delivery has taken place before improvement targets are set.
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High standards are maintained where current performance is satisfactory.
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Decisions are made as to how performance can best be monitored, when it will be done, and who is responsible for making sure that it happens.