New Standard

Aim

To recognise and celebrate the best organisations delivering training and development solutions to employers

Creating a quality mark to highlight the best organisations from which to access training

Setting a high bar for accreditation to encourage providers to aspire to greater flexibility, relevance and commitment to continuous improvement.

Benefits to HTP

A comprehensive framework through which to evaluate current strategies, approaches and results

Delivers a rigorous, independent assessment with feedback

Creates an opportunity for accreditation allowing HTP to stand out in the market

Links to Framework for excellence Provide external agencies with assurance of

the organisation’s commitment to quality

New Standard

Pilot Feedback Submission Verification Moderation Pass/conditional pass/deferral/fail

Part AResponding to the Needs of Employers as Customers

7 Criterion (sections) split into a number of Indicatorsdesigned to cover the employer’s journey from initial enquiry to impact post training.

A0 Strategy A1 Fundamentals (people, resources, marketing) A2 Responsiveness A3 Delivery A4 Ability to build effective relationships with

employers A5 Data – Measurements of provision A6 Performance review and improvement

Part B Developing and deploying products to address particular sector needs

Not currently available

HTP involvement Met with People 1st Member of Expert Panel

Relevance to CoVE

Scoring

Minimum score must be achieved in all areas

Sections are weighted – importance of data Data must be available for at least 3 years Employers will be contacted following

verification

A0 StrategyA0.1 Defining aims

Mission Statement(puts learners AND employers at the centre of what we do)

“HTP aims to raise participation and attainment through high quality training, particularly in the hospitality and service sectors, which meets the needs of learners and employer by developing innovative training solutions with its partners”

A0 StrategyA0.1 Define aims

The strategy for working with employers defines aims and approaches which are communicated to appropriate stakeholders

High level strategic objectives include a workforce development strategy

Ensure underpinning key objectives support the strategy

AO StrategyA0.2 Define Market

The strategy for working with employers includes an analysis of the market, key customer groups and sectors

Gathering labour market information (internal and external sources)

Analysis of LMI Communicate recommendations

A0 StrategyA0.3 Defining results

Setting measurable and time-bound objectives

Income from Employer Engagement The number of employers engaged in training

A0 StrategyA0.3 Defining Results

• Income from Employer Engagement• Income from WBT (funded)• Income from Commercial Training

• The number of employers engaged in training• Percentage of repeat business (achieved via quantity

and quality of provision)• Percentage of new or previous employers

• Targets are set annually (1 August to 31 July)

Strategy Simplified

Be flexible and innovative to meet the needs of learners and employers

Be responsive to LMI

Grow the business – income and engagement numbers whilst maintaining quality

Writing the Submission

All sections are written using a simple format

What we are trying to achieve How we are going to do it How effective are we being What are we doing in response to identified

strengths and weaknesses improvement

A1 FundamentalsA1.1 Manage People

A1.1 – The people arranging and delivering training solutions are reviewed regularly for performance and capability

Ensure familiarity with the staff recruitment and induction process

Ensure central recording authority is aware of all training – internal and external

Conduct and record appraisals etc

A1.2 Manage Resources

A1.2 The resources used to deliver training solutions are reviewed regularly for availability and quality

Comply with awarding body requirements Ensure documentation is completed and

appropriate action is taken and recorded Maintain high quality training materials in

accordance with service standards Audit, report and take action

A1.3 Manage information

A1.3 Employers are made aware, through appropriate information channels, of the range of training solutions available

Annual marketing strategy and plan Annual targets Ensure marketing materials are up to date All customer facing staff must be familiar with

the whole HTP portfolio of products available (that’s everyone!)

Record employer gossip and pass it on

A2 Respond

Responsive providers manage employers enquiries to understand their needs and identify the right solutions

Take a consultative approach CRMS Accurately and systematically record

contacts (CRMS) Adhere to Service Standards

A2.1 Manage Enquiries

An employer’s enquiry is handled promptly and flexibly and is reviewed regularly against standards of customer service

Let Admin know where you are Record and action all enquiries Check telephone messages and emails regularly and

respond CRMS weekly reports

A2.2 Understand Needs

An employer’s wants are established and underlying business needs identified to shape solutions

Consultative approach Training needs analysis Ensure clear (SMART) targets are agreed

and recorded Avoid duplication (know what you already

know)

A2.3 Manage referrals

A2.3 An employer is referred to appropriate alternatives when an appropriate training solution cannot be provided.

All enquiries by definition are HTP customers Partnership working arrangements Signposting

A2.4 Propose Solution

A2.4 Proposals for the delivery of a solution are based on SMART targets reflecting an employer’s business needs

Content and pricing agreed by Directors All proposals are approved by a member of

SMT Client Folders CRMS updates

A3 Deliver

Responsive providers deliver training solutions through clear communication and adaptive management of progress and emerging issues

A3.1 Prepare Delivery Team People involved in delivering training

solutions are briefed fully on the requirements and background of the employer before they begin working with them

A3.2 Prepare Customers

A3.2 The employer and its employees are given appropriate briefing before delivery of a training solution begins

Adhere to the HTP quality procedures Development audits

A3.3 Manage progress

A3.3 Training solution delivery is reviewed regularly for quality and customer service and the employer is informed of progress made

Ensure feedback forms (clients and trainers are completed and passed on)

Record on CRMS In learning lists must be checked Reviews must be fully recorded Includes the monitoring of length of stay, completion

rates, leaver figures and regional and national benchmarks

A3.4 Manage Feedback

A3.4 The employer’s feedback on training solution delivery is sought and acted upon promptly where appropriate

Customer complaints are dealt with at SMT or Director level.

HTP complaints procedures

A4 Relate The outcome targets agreed at the proposal stage

are reviewed upon delivery to identify and address the employer’s unmet business needs.

A4.1 The outcome targets agreed at the proposal stage are reviewed upon delivery to identify and address the employ’s unmet business needs. Ensure course critiques are completed in full 100% WBT employers are involved in target setting 100% employers receive a satisfaction survey Plus 100% of employers engaged in bespoke training

and 25% of WBT employers complete an in depth impact of training analysis

Last man out policy

A4.2 Review Manage relationships

A4.2 The relationship with an employer is managed and developed with contact maintained at appropriate intervals Targets are set for:

Presently engaged in training New or previous employers Amount of repeat business

A5 Perform Responsive providers comprehensively measure and

achieve satisfaction and impact for the employers they work with

A5.0 Achieve results A5.1 Satisfy employers A5.2 Impact employers

300 Points

Ensure responsibility for data is clear Ensure responsibility for recording and reporting is clear and

systematically followed Allocate responsibility for action and monitor

A6 Improve

Responsive providers review their performance in serving all employers and providing sector expertise to identify and pursue opportunities for improvement, innovation and learning

A6.1 Review performance Review performance against strategy

and in satisfying and impacting employers is reviewed at an appropriate level and as a result improvements are implemented

Systematic planning cycle Systematically measuring performance

against contract year targets. Responding to strengths and weaknesses Reporting responses to customers

6.2 Develop services The range and content of training

solutions offered continues to evolve and improve

CoVE employer forums Work with SSCs Piloting of new courses Dissemination of new product information

Summary

Ensure staff are fully conversant with all procedures

Identify measures to address areas of weakness

Challenge, discuss, share – AND RECORD

Be responsive to market dynamics, constantly moving forwards and not restrained by the strain of keeping

things fixed when all the world is in continual progress (especially in the world of training!!)