CIPD Centres Workshop

Debbie A JohnHead of Endorsement and Frameworks

Autumn 2013

Agenda

Progress since Centres Conference• Online processes and systems (project Caerus)• CIPD/Centres relationship and model• Student membership proposition

Qualifications review• Context• Your feedback

5 key areas of concern

Debbie

Project Caerus update

• Replacing current outdated customer, membership and qualifications systems with a modern and flexible system.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

Project Caerus

© CIPD 2012

Project phases and timelines

© CIPD 2012

Phase one – Membership Phase one – Membership

Phase two - Qualifications

Phase three - EnhancedPhase three - Enhanced

• 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

Review process

© CIPD 2012

Development phases

© CIPD 2012

Centre Search

Student Registration

Extranet

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

Phase 2 Phase 3

New online registration system that supports all student registration types, flexible payment options, reduced admin burden

Enhanced search options, more search criteria, improved usability, improved centre listings

Maintain existing extranetInvestigate short term ways of improving results submission

New system to support centres and QA community online starting with online results submission

CIPD/Centres relationship and model

Debbie JohnsCentres Partnership Manager

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

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

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

New account management system

Centres team allocation

Approval process

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

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’?