Service standards

A set of service standards makes explicit your level of service and will inform employers’ expectations The service standards sets out what an employer and their learners can expect from you the training provider and it explains what action they can take if your service fails to deliver what you have promised. It is not a legal document but it should outline your intention and provide customers with a clear procedure for dealing with problems if they encounter any.

Customer Care

The sorts of information you need to consider when developing a set of service standards are:

• The provider accords a status to employers as customers equivalent to that bestowed upon learners
• The provider sets quality standards for the provision of direct services to employers
• The provider sets quality standards for assuring the employability/ work-readiness of learners
• Quality standards for employer engagement are defined within a provider charter
• There is a formal process for dealing with employer enquiries and complaints

www.s4s.org.uk

Materials

Case Study (1) | Checklist (1) | Framework (1) |

Case Study (Showing 1 of 1 available)

•   Case study: Service-level agreements (SLAs) for internal and external customers  (62 KB)
  Released: 06/12/2007 Downloadable file
  Case study on how a college put service-level agreements (SLAs) in place
  

Back to top

Checklist (Showing 1 of 1 available)

•   Service-level agreement (SLA) checklist  (76 KB)Downloadable file
  Checklist items that should be included in a service level agreement
  

Back to top

Framework (Showing 1 of 1 available)

•   Quality Audit Documentation  (82 KB)Downloadable file
  A quality audit for work-based learning provision provided by Blackburn College and cross referenced to the Common Inspection Framework. [2006: More recent resources now available]
  

Back to top

Show all materials for this page