1-4 WBL Customer Focus

Is a "customer focus" demand-driven culture in place, driven by a SMT which guides strategies for maximising employer and WB learner satisfaction and is reflected in the development and monitoring of Institutional and Faculty/School business plans for the WBL market?

• The Institutional WBL Marketing Strategy includes mechanisms for gathering and collating market research and intelligence data and includes reporting mechanisms for capturing data acquired at Faculty/School/Programme level.
• All WBL programmes are planned on the basis of evidence of need/ demand upon which realistic forecasts of take-up can be based
• A relationship management policy is in place which clearly identifies central and devolved responsibilities and recognises that sustainability is likely to be critically dependent on the close operational relationships developed between employers and the relevant faculty/school/programme.
• The design of CRM systems and processes has been reviewed to  ensure fitness of purpose for  WBL relationship management  (see also 1.10)
• IT systems, admin procedures, and the VLE have been reviewed and adapted as required to meet the needs of employers and WB learners (see also 1.10).
• A student experience enhancement and monitoring policy is in place which has been reviewed and adapted as required to meet the needs of employers and WB learners.
• Staff development policies are in place  for developing the  skills/personal qualities needed for establishing and sustaining  mutually beneficial relationships  with employers.

• Clear channels of  communication and appropriate points of contact centrally and locally are identified and mechanisms are in place to avoid areas of ambiguity or confusion in client contact
• All Staff involved in relationship management at sector, employer or learner level have the necessary interpersonal/communication skills, practical expertise and a customer-focussed and professional attitude appropriate for the building of sustainable client relationships.
• The distinctive learning and teaching strategies deployed  for WBL are clearly reflected in  procedures for monitoring and continuously the WB learner experience.