The employer responsiveness resource pack
- Introduction
- Module 1: Working with employers as customers
- Module 2: Developing flexible delivery
- Module 3: Developing responsive people and organisations
- Module 4: Partnership building for responsiveness
- A framework to measure and improve employer responsiveness (Aug 2009)
- A Glossary of terms used throughout the pack
For other resources attached to the employer responsiveness resource pack please see the library below.
- Case study (8)
- Guide (15)
- Checklist (9)
- Assessment Tools (2)
- Framework (1)
- Self-assessment (2)
Case study
Case study - Raising awareness of employer responsiveness across the college
Case study on how a college strategy to overcome the silo mentality and become more employer-responsive across the whole organisation. The Employer Responsiveness Framework is now available to download.
Case study - Service-level agreements (SLAs) for internal and external customers
Case study on how a college put service-level agreements (SLAs) in place. The Employer Responsiveness Framework is now available to download.
Case Study - Putting customer relationship management systems in place
A Train to Gain Improvement Project case study on blended learning, developing flexible, web-based resources for NVQ learners. The Employer Responsiveness Framework is now available to download.
Case study - Sutton Coldfield and effective customer care for employers
Case study describing how a college developed customer service standards for employers. The Employer Responsiveness Framework is now available to download.
Case study - Helping staff adapt to working with employers
A Train to Gain Improvement Project case study of a college producing quality-assured and standardised materials to help staff adapt to flexible, employer-facing provision. The Employer Responsiveness Framework is now available to download.
Case studies - Embedding literacy, language and numeracy with vocational learning
Three Improvement Project case studies on embedding literacy, language and numeracy including Skills for Life specialists, online learning and team teaching. The Employer Responsiveness Framework is now available to download.
The solutions focus approach
Checklist and case study on the solutions focus approach: a reflective questioning process using ‘what, where, why, who, how’ open questions
How providers on Improvement Projects are gathering and using labour market information
Examples of how providers are using LMI to help them understand employers’ needs
Guide
Applying the McKinsey 7S model to employer responsiveness
Example of how a curriculum area in a large FE college began using the McKinsey 7S model. The Employer Responsiveness Framework is now available to download.
Guidelines on developing customer relationship management systems
Guidelines on developing customer relationship management across organisations that can also be used to review existing systems. The Employer Responsiveness Framework is now available to download.
Key elements of a typical individual learning plan - Checklist
A checklist of the key elements of an individual learning plan covering personal and programme data, assessment outcomes, goals and contact information. The Employer Responsiveness Framework is now available to download.
Using information from tracking the customer journey
Checklist to identify shortfall in customer experience and how to improve this. The Employer Responsiveness Framework is now available to download.
A guide to developing effective customer service
Checklist on developing a customer-focused approach across an organisation from through training, service standards, monitoring quality and dealing with complaints
A sales toolkit
Description of contents of pack for sales staff providing step-by-step guidance to the sales process
How to do a forcefield analysis
Guidance on how to do a forcefield analysis identifying forces for and against change and using the results
How to do a SWOT analysis
Guidance on how to analyse strengths, weaknesses, opportunities and threats (SWOT) relating particularly to partnerships
Instructions for using the Directional Policy Matrix
Instructions for using a strategic planning tool (the Directional Planning Matrix) to analyse partners’ competitive advantage
Selling responsive provision to employers
A collection of scenarios, tips and checklists on sales techniques
Strategies for tracking the customer experience
Points to consider in stages of customer experience
The cultural web
Advice on how to use the cultural web approach to identify what needs changing in your organisation’s culture
Turning information into intelligence: checklist
Checklist that could be the basis of discussions about what labour market information should be collected and how it could be used
A culture for quality - forcefield analyses
Forcefield Analysis is a technique for analysing the forces that help or obstruct change. It can be useful as part of drawing up a strategic plan for culture change and for analysing what areas need to be focused on in any associated action plan.
Employer Responsiveness resource pack: A framework to measure and improve employer responsiveness
This section looks at the 'Framework to measure and improve employer responsiveness' and considers the quality criteria and review tools developed during the Improvement Projects
Checklist
The McKinsey 7S model
Checklist to assess an organisation’s state of functionality from strategy, structure, systems and style to shared values, staff and skills. The Employer Responsiveness Framework is now available to download.
Assess--Train--Assess: checklist
Checklist for Assess--Train--Assess -- an approach using existing knowledge, skills and learning goals to create a tailored programme that accelerates achievement
How responsive is your organisation?
Checklist to rate organisations’ responsiveness
Initial assessment - checklist
Initial assessment checklist covering process, contents, uses for information, engaging learners, management and confidentiality
Possible problems with partnership working: checklist
Checklist of possible problems and issues relating to partnership working and suggested ideas for resolving these
Service-level agreement (SLA) checklist
Checklist items that should be included in a service level agreement
Ways of working in partnership: checklist
This checklist describes feature of partnership working from loose arrangements to strategic ventures and enables partners to review how they are working
What individuals or teams could do to develop employer responsiveness
Checklist of strategies to develop employer responsiveness for individuals or teams
Tips for working at your partnership
Tips for working more effectively at various stages of partnership development%2C based on Tuckman’s theories
Assessment Tools
Development plan: sample extracts
Extracts from a development plan using views of stakeholders to establish priorities for improvement and create an action plan
Criteria for success in peer review
Criteria for success in peer review including confidence, trust, reciprocity, parity of status, active learning, leadership and management, organisational development and assessing impact
Framework
Examples of acceptable and unacceptable evidence
Examples of evidence derived from the Framework and Improvement Projects showing how acceptable evidence gives a specific picture of the level of performance while unacceptable is too vague
Self-assessment
How responsive to employers are you?
This checklist helps you to assess the responsiveness of your training and related services
The PEST (political, economic, social and technical) model
Description of a method to assess political, economic, social and technical factors that affect an organisation plus case study