It’s only the beginningInduction and training at RMIT

Terrie HealyDeputy Director, Student Administration

Melinda MundayManager, Customer Service

Danielle BrownTraining and Quality Co-ordinator, The

Hub

Introductions

• Pre-induction

• Induction

• Training

• Quality outcomes

• The future

Topics

“Poor performance is

usually the result of poor induction and

training”

• Pre-induction

• Induction

• Training

• Quality outcomes

• The future

Topics

Training at the Hub

Date Activity Hub activity Training Training type

Jan 1st round VTAC

Enrolment Enrolment Online

Quiz

Feb 1st invoice run

Student payments

Finance Quiz

Mar Census dates

C’wealth Assistance

HESA Quiz

May Exams Clash exams Forms Face to face

Training and the academic calendar

Why do wehave quizzes?

Benefits

Results

What’s next?

Topics

• Pre-induction

• Induction

• Training

• Quality outcomes

• The future

The devious

plan

Quiz process

Why so

harsh?

Customer Service Benchmarking Australia

Email training

Monitoring service standards

Future

• Pre-induction

• Induction

• Training

• Quality outcomes

• The future

Conclusion

Questions?