Head of Endorsement and Frameworks CIPD Centres Workshop Debbie A John Head of Endorsement and Frameworks Autumn 2013

Agenda Progress since Centres Conference Online processes and systems (project Caerus) CIPD/Centres relationship and model Student membership proposition Qualifications review Context Your feedback

5 key areas of concern Process management Customer service and communications Online resources Student membership Marketing and business development

Project Caerus update Debbie

Project Caerus Replacing current outdated customer, membership and qualifications systems with a modern and flexible system. The key drivers for replacing our systems is their age and limitations, impacting customer service, operational efficiency and data quality. At the project’s core is having the right processes in place to improve customer experience and support our business for the future. © CIPD 2012

Project phases and timelines Phase one – Membership Phase two - Qualifications Phase three - Enhanced Go Live Nov 2013 Go Live July 2014 Go Live – early 2015 tbc © CIPD 2012

Review process As part of our online review process for phase two we’ve asked for your feedback: Focus groups at the centres conference Telephone and face to face interviews with centres Desk research to look at systems used by other similar organisations Workshops with internal teams Research with students © CIPD 2012

Development phases Centre Search Student Registration Extranet Phase 2 Enhanced search options, more search criteria, improved usability, improved centre listings Extend registration system to exam enrolments Introduce the ability for new student members to pay for a rolling year and renew on anniversary of joining Student Registration New online registration system that supports all student registration types, flexible payment options, reduced admin burden Extranet Maintain existing extranet Investigate short term ways of improving results submission New system to support centres and QA community online starting with online results submission © CIPD 2012

CIPD/Centres relationship and model Debbie Johns Centres Partnership Manager

Centres feedback Interviews with centres prior to centres conference Focus groups and sessions at conference Feedback forms completed after the conference Meetings with centre after the conference

Key findings Want a partnership approach with dedicated contact Better understanding of requirements for different centre types / different countries More opportunities to network More opportunities for engagement with CIPD research More flexible approval process Improve usability of website and centres extranet Provide more student induction support Help market the qualifications and promote HR as a career More support for new tutors

New approach Re-structuring of Wimbledon-based centres team Establishment of regional business development teams whose remit includes working in partnership with key centres to grow market for CIPD qualifications and membership, and better support students Ireland – Wendy Sullivan Scotland – Lee Ann Possibly London and Manchester Singapore and possibly Gulf

New account management system Centre type Large Private Training Providers Universities Colleges / Private Training Providers Region / Country South West, South East, London, West, East, North, Scotland & N Ireland, Ireland & International Scotland / Ireland / Wales / England / International CIPD Officer Allocated Centre Partnership Officer Supporting Officer

Centres team allocation Large Private Training Providers Charlotte Cope Nadisha Jayatissa Regions: Ireland, West, South West, East Michele Noble Universities Ausra Gabrilaviciute Colleges and Private Training Providers Scotland & N Ireland, North, South East, London, International John Duggan Philip Vermeulen

Approval process Previously Now SLAs CA1 and CA2 forms – new centres looking for approval CA2 form – existing centres looking to seek additional approval or make changes Now CA3 form – existing centre CA3(A) – approval for additional qualification CA3(B) – approval for a new location, new in-house programme CA3(C) – approval for changes to your organisation, staff, units or study mode SLAs CA3(A) – 4 weeks CA3(B) – 3 weeks CA3(C) – 2 weeks

Next steps Develop criteria and model for ‘premier centre’ status, based on quality of teaching and learning, and student support Purpose: Help employers and potential learners identify high quality providers Enable centres to differentiate themselves Supports quality enhancement - gives centres something to aspire to, or to maintain

Breakout group questions What criteria and branding could we use to differentiate centres, given all centres must meet CIPD’s approval requirements? Should we have different designations for awarded and approved centres? What additional marketing/business development support should CIPD provide to centres awarded ‘premier’ status’?