Put customer experience at the heart of a positive performance and development culture for colleagues and learn new approaches to driving improvement in your role. This course is for professionals, who want to make a tangible difference over the coming year, by changing or establishing robust frameworks for quality and improvement, based on proven methods.
- Kick off with a virtual learning week, with the option to watch some pre-recorded videos in advance, to spread the workload.
- For the following months, you dig deeper, with our online learning modules and dedicated tutors for every cohort.
- Gain professional accreditation and a completion certificate at the end of the programme.
- All at the standard price of just £1,250+VAT per person - to support you in making change happen in your workplace.
Kick-off Week
At least 4 videos will be released, so you can watch before the kick-off week if you wish: The Quality & Improvement Cycle, The 4 Lens Model/Strategy pyramid, The Review & Assessment Framework and an Introduction to the ALP programme and how it will work. Then there will be 4 interactive sessions during the week
- Meet others in the cohort and discuss issues from the videos on the cycle and the 4 lens model.
- Look at how we drive improvement and discuss issues raised by the Review & Assessment Framework video
- Telling powerful stories & emotional engagement. This will require watching a video and undertaking a short exercise in advance (allow 1 hour in total for this prep). This includes an end-of-week review and celebration.
The 6 month programme includes:-
- Unlimited access, during the ALP, to our online learning modules and case studies
- Monthly interactive group discussions with the cohort of others (from different organisations)
- Support from Ian Robertson and Paul Smedley as course tutors – along with a guest panel of experienced practitioners at many of the group sessions
- A final workshop (may also be virtual) with new modules and the chance to share with each other your work during the programme
- Accreditation as a Specialist Professional at the end of the programme when you can demonstrate putting ideas into practice and sharing this with others in the group
Through the programme, you will:
- Learn how to put customer experience and quality at the heart of your operating model & culture.
- Understand how a fit-for-purpose monitoring & prioritisation framework can drive improvement and be able to apply this in your work.
- Learn how to drive powerful improvement, using data and feedback, for service recovery, process improvement and behavioural change.
- See what best practice looks like, with insight from practical examples, emerging trends and top tips, seeing how to avoid key pitfalls.
Course Date
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Start Date |
Location |
w/c 11th Sep 2023 |
Virtual Kick-off |
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Price
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Price |
£1250 |
*All prices exclude VAT |
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Enquiry Form
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Is this course right for you? To speak to a course leader, call us on 0333 123 5960. To book your place complete the form below.
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