Imagine it… What would your ideal service be like? Whom would it serve and what would it do for them? Who would be involved in service delivery? What results would it be achieving? My ideal service How long will it take to achieve it, roughly? 1 hour 15 minutes total

Possible headings to think through EFQM Headings Leadership Strategy People Partnerships & Resources Processes, Products and Services

Plan it Maximum of 6 key things you need to have accomplished within the next year to move towards it

Plan it… SMART Objectives Specific Measureable Achievable Relevant (Realistic) Time bound Take each of the 6 points you jotted down and turn them into SMART objectives. May want to add or amend taking into account the previous suggestions. Turn paper landscape – down lefthand side

Your Plan Objective 1) 2) 3) 4) 5) 6)

Objective examples All staff know what they are doing in the new scheme, and deliver excellent service Web resources developed and valued by students Effectiveness of the unit / service valued by the university.

SMART Objectives Draft SMART All staff know what they are doing in the new scheme, and deliver excellent service Web resources developed and valued by students Effectiveness of the unit / service valued by the university. 100% of staff trained in new processes and feedback mechanisms in place by start of academic year. Website reviewed and plan of developments underway, in consultation with students by end of semester 1. Service / unit objectives agreed, with appropriate measures of effectiveness in place and communicated to stakeholders at the end of each academic year.

Your Plan Objective 1) 100% of staff trained in new processes and feedback mechanisms in place by start of academic year. 2) Website reviewed and plan of developments underway, in consultation with students by end of semester 1. 3) Service / unit objectives agreed, with appropriate measures of effectiveness in place and communicated to stakeholders at the end of each academic year. 4) 5) 6)

Plan it… Set goals For each objective, set goal for one year from now Add note about how you’ll know you’ve achieved it - measurement Work backwards – what will you need to have in place in 12 months? Then if you are going to achieve that, what will you need to have done in 6 months? Etc.

Plan it… Set goals Now set a goal for 6 months from now Then 3 months from now Then 1 month from now

Your Plan Objective Measure 1 month 3 months 6 months 1 year 1) Staff trained in new processes and feedback mechanisms in place by start of academic year. Training plan agreed with each staff member and working group for feedback set-up. Training underway and consultation being carried out on feedback. 50% of staff trained and feedback mechanisms being implemented. 100% of staff trained and feedback mechanisms working well. All staff achieve a good appraisal outcome and feedback from users is good. 2) Website reviewed and plan of developments underway, in consultation with students by end of semester 1. Working group set-up with approval from senior people. Website reviewed and improvements identified. Improvements progressing. Improvements completed and tested, with positive results. Students coming into the service/ unit have already used the website and are prepared to speak to someone in more depth. 3) Service / unit objectives agreed, with appropriate measures of effectiveness in place and communicated to stakeholders at the end of each academic year. Time planned for service / unit to meet to discuss / agree objectives and measurement. Objectives and measures agreed internally, in consultation with stakeholders and supported by senior people. Measurement process in place and working. Reports on the service circulated to stakeholder. Staff feel good about what the service / unit is doing and others outside the service/ unit regularly praise what is being achieved. 4) 5) 6)

Plan it… Stakeholders Revisit Stakeholder Map Barriers? Supporters? Which issues are within your scope? Which require influencing? Tactics you can use?

It is always wise to look ahead, but difficult to look further than you can see. Sir Winston Churchill