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CSE & University of Bolton Library

CSE & University of Bolton Library. Our experience. The beginnings. ‘Quality hook to hang our hat on’ Continuous improvement Allows someone with a fresh viewpoint to come in and look at the organisation. History. Began looking at CharterMark in 2000

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CSE & University of Bolton Library

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  1. CSE & University of Bolton Library Our experience

  2. The beginnings • ‘Quality hook to hang our hat on’ • Continuous improvement • Allows someone with a fresh viewpoint to come in and look at the organisation.

  3. History • Began looking at CharterMark in 2000 • Two ‘champions’ set up within the department to investigate the award • First gained the award in 2002, re-awarded in 2005, compliance check in 2006 and then surveillance checks yearly until 2010. • Our last assessment was 2012 when we successfully achieved the standard as Library and IT services. This lapsed in 2013.

  4. Why do it? • Underpins everything we do and makes us question it! • Underlines the ethos that all staff are able to contribute to planning processes • By advertising that we have the standard, shows that we care • Leads to greater liaison and networking with other interested groups or holders

  5. Why do it? (2) • We give service users much more of an opportunity to comment on our services • They get to know us more as a service more as we work with them more closely • By having the standard they know we are committed to providing a great service • Service improvements have a direct benefit to the student experience

  6. Other Holders Leeds Met Leeds Huddersfield Anglia Ruskin Salford Uni University of Manchester Edge Hill DMU Cardiff Loughborough Lancaster (Professional services) Napier Leicester

  7. How will I be involved? • By contributing to the initial process (looking at the criteria, gathering evidence) • By identifying students and partners to speak to the assessor • By being part of the assessment process on the day

  8. Visit Schedule • Arrival • Meeting with SMT • Discussion on position statement and organisational structure • Assessment of any areas outstanding • Lunch • Observe the service • Staff focus group • Partner agency discussions • Customer focus group • Complaints officer • Reflection time for assessor • Closing Meeting

  9. What will I get asked? • Do you get chance to be involved in decision making? • Are you happy with the support you receive in terms of staff development? • If you has an issue (at home or work) could you approach your line manger in confidence?

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