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

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

3. 5 key areas of concern Process management
Customer service and communications
Online resources
Student membership
Marketing and business development

4. Project Caerus update
Debbie

5. 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Replacing current outdated customer, membership and qualifications systems with a modern and flexible system.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

6. 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

7. 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

8. 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

9. CIPD/Centres relationship and model
Debbie Johns
Centres Partnership Manager

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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’?