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Putting the Customer First

The University of Bradford was the second in the UK to achieve the Customer First Standard back in 2005. This quality assurance framework underpins the University's knowledge transfer activities and is applied to all our business and community relationships. The framework focuses on our customers and their interface with and experience of the University and the services we deliver.

• Customer Relationships
• Market Awareness
• People
• Benefits for our Customers
• Benefits for the University
• Benefits for our Funding Partners

Customer Relationships

Focuses on how we build relationships with our customers, identifying their needs, fulfilling their requirements, and referring them to other providers as and when appropriate. It also ensures that practices are in place to deal with any problems our customers may experience.

Market Awareness

This is concerned with the University¿s understanding of the marketplace as the basis for segmenting it for relevant and targeted marketing and communication, and the provision of existing and development of new or improved services. It also looks at how we work in partnership with others providers.

People

Focuses on the people in our organisation providing support to customers: are they able to diagnose customer requirements accurately; are they able to broker relationships with other providers; do we have effective recruitment practices in place to ensure that we recruit the most appropriate people; do we use up-to-date training to support our staff?

Benefits for our Customers

• The delivery of services our customers want and need
• Reduced confusion in our customers' minds by clearer positioning of the University in relation to other providers
• Signposting customers as appropriate to other providers
• Longer-term and more in-depth relationships
• Enabling the University to deliver what we say we will deliver

Benefits for the University

• A structured method to develop existing and new support services
• The ability to improve and adapt services to better meet our customers' needs
• A means to refer customers to appropriate partners
• A means for the University to build capacity to support development
• Enhanced internal team approach and empowered communication to encourage collaboration between schools and other parts of the University

Benefits for our Funding Partners

• A means of assessing the delivery competence of providers
• A method of building quality assured delivery capacity within the provider network
• The opportunity to capture good practice and improve collaboration amongst providers
• A means of ensuring that support provision is able to meet future market needs