Archives for November 9th, 1998

PILOTING CHANGE IN LOCAL GOVERNMENT

Headlines, PublicNet: 9 November, 1998

Five authorities – Blackburn with Darwen, Devon, Redcar and Cleveland, Sheffield and Mansfield – are to participate in a pilot project over the next month to test out how to improve services across the whole of local government.The aim of this Local Government Association project is to inform plans for how the new improvement and development agency will operate once launched next Spring. The IDA will be charged with securing real and continuous improvement in the performance of local authorities.

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NATIONAL GRID FOR LEARNING AIDS TEACHERS TOO

Headlines, PublicNet: 9 November, 1998

More details have emerged about growth plans for the National Grid for Learning.Within the Prime Minister’s announcement of seven hundred million pounds for schools to support information and communications technology for UK schools, was news of further development of the Grid, with a section to be devoted for teacher use to improve teaching standards.

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FOCUSING LEARNING ON CUSTOMER SERVICE

Abstracts, PublicNet: 9 November, 1998

AN EXAMPLE FROM THE PUBLIC SECTOR Woods G, Lantsheer C, Clark R EThe Learning Organization, (UK), Vol 5 No 2 98Start page: 74 No of pages: 9

Reports research that indicates the training which has a ‘customer service’ focus produces different knowledge and organizational results from training which is job and task focused. Describes a training programme that focused on customer satisfaction, designed for the European Patent Office and assesses the success of this approach to training. Outlines the content of the training, which was designed to improve the way that people chair the oral hearings involving technical and legal disputes, and which focused on how the people involved in the hearings (the customers) were treated during the proceedings. Sets out the training methods used, including the use of role play and feedback, and explains the way that the learning is structured. Concludes that the training was very successful, achieving m ajor improvements in the way that the hearings were handled.

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