1. WELCOME CORPORATE SERVICES Wendy Courtney – November 2007

2. QUALITY & TRAINING TEAM RECRUITMENT EQUALITY & DIVERSITY TRAINING & DEVELOPMENT QUALITY ASSURANCE PROGRESS UPDATE

4. WORKING TOGETHER TRAINING CO-ORDINATORS INVESTORS IN PEOPLE ‘CHAMPIONS’ INDUCTION FACILITATORS TRAINING & DEVELOPMENT PROGRESS REPORT

5. TRAINING & DEVELOPMENT UPDATE ON T&D PROJECTS CS INDUCTION CENTRAL RECORDING SYSTEM

6. TRAINING & DEVELOPMENT CS INDUCTION WORKPLACE – CHECKLIST STAFF HANDBOOK TRAINING RECORD CARD EVALUATION CS INDUCTION ½ DAY CORE TRAINING ACTIVITIES

7. ½ DAY - CS INDUCTION WELCOME & THE BIGGER PICTURE UNIVERSITY SECURITY PENSION SCHEME EQUALITY & DIVERSITY TOUR & HISTORY HEALTH & SAFETY TRAINING & DEVELOPMENT LUNCH TRAINING & DEVELOPMENT PROGRESS REPORT

8. CS INDUCTION HEALTH & SAFETY EQUALITY & DIVERSITY FIRE SAFETY CUSTOMER SERVICE DISABILITY AWARENESS TRAINING & DEVELOPMENT CORE TRAINING ACTIVITIES

9. CENTRAL RECORDING SYSTEM STAFF - INVITED TO TRAINING TRAINING CURRENTLY RECORDED TRAINING CURRENTLY EVALUATED TRAINING CURRENTLY REPORTED TRAINING & DEVELOPMENT

10. UPDATE ON QUALITY PROJECTS CUSTOMER FIRST UK QUALITY ASSURANCE

11. CUSTOMER FIRST UK STAGE 1 - COMMITMENT STAGE 2 – CONSULTANT QUALITY ASSURANCE

12. WORKING TOGETHER CUSTOMER FIRST ‘CHAMPIONS’ QUALITY ASSURANCE

13. CUSTOMER FIRST UK REPORT FROM CONSULTANT CUSTOMER FIRST LAUNCH CUSTOMER RESEARCH PROGRAMME CUSTOMER COMPLAINTS POLICY CUSTOMER CARE TRAINING QUALITY ASSURANCE

14. HOSPITALITY SERVICES Hospitality Assured 21 st – 23 rd November 2007 QUALITY ASSURANCE

15. CORPORATE SERVICES QUESTION & ANSWER SESSION