1. Background Established in 1990 – administer HEES Strong social & environmental values 2000 became employee owned Ltd Co. 2006 float on Stock Exchange – now FTSE top 250 company One of Sunday Times “best places to work for” 5,000 staff recruiting at 50 per week

2. The Service Excellence Continuum Results! Customer satisfaction Employee engagement Leadership excellence

3. Results! Customer satisfaction Employee engagement Leadership excellence Exec Directors Operations Directorate Middle Managers Supervisors Staff/induction Training Partnership eaga Masters Partnership eaga Masters Value for money Practical use Credible

4. Benefits to Newcastle Business School & Northumbria University Greater understanding of the challenges facing managers and leaders today in a fast growing organization Opportunity to test out current leadership research – is it applicable and useable by real leaders? Gathering of examples of real workplace practice, that can be used in other student learning activities (case studies & scenarios) Wider partnership arrangements: placement opportunities for students, guest speakers, joint presentations at conferences, full range of programmes

5. What has been learnt? Working together on the validation process – the importance of having clarity about what the organisation needs and what the HEI can deliver Where teaching is shared, ensuring it is seamless To be flexible about delivery methods and modes; arrangements for assessment submission To provide opportunities for student guidance, particularly around assessment requirements