ERIC Number: ED481344
Record Type: Non-Journal
Publication Date: 2003
Reference Count: N/A
Learning Excellence: How Do Learning Providers Measure Up to the Benchmarks of Service Excellence?
Owen, Jane; Robson, Andy; Yarrow, Dave; Appleby, Alex
In order for learning providers to become learning organizations, their services must be delivered effectively. The Learning PROBE (Promoting Business Excellence) was created for the learning and skills sector and was in use by nearly 100 colleges and work-based learning (WBL) providers by April 2003. PROBE has assisted 3000 organizations across the world in reviewing their performance and practices by measuring themselves against their peers, against world-class benchmarks of service excellence, and against the achievements and practices of organizations in other sectors. Key findings based upon the first 48 learning providers to complete the Learning PROBE benchmarking process are as follows: (1) the application of good practice leads to improved service and business performance; (2) none have yet achieved the standards of a "world-class" service organization, but 46% are contenders for this status; (3) good performance that is not underpinned by good practice has resulted in outcomes achieved at a high cost in financial and human terms; (4) strongest practices relate to the staff and their contribution to success; (5) colleges are results-oriented, with strengths apparent in business performance, productivity, and service quality; (6) similar patterns of strength and opportunity will likely characterize WBL providers; and (7) one of the weakest practice areas is continuous improvement. (Contains 6 figures, 10 tables, 8 references, and an appendix entitled "Taking Part in Learning PROBE.") (MO)
Descriptors: Adult Education, Adult Programs, Benchmarking, College Programs, Colleges, Educational Quality, Employment Practices, Foreign Countries, Organizational Culture, Organizational Effectiveness, Performance Factors, Performance Technology, Postsecondary Education, Program Effectiveness, Program Evaluation, School Business Relationship, Self Evaluation (Groups), Standards, Theory Practice Relationship, Total Quality Management
Learning and Skills Development Agency, Regent Arcade House, 19-25 Argyll Street, London W1F 7LS, United Kingdom (Ref. No. 1444). Tel: 020 7297 9000; Fax: 020 7297 9001; Web site: http://www.lsda.org.uk/home.asp. For full text: http://www.lsda.org.uk/files/pdf/1444.pdf.
Publication Type: Reports - Evaluative
Education Level: N/A
Sponsor: Learning and Skills Council, Coventry (England).
Authoring Institution: Learning and Skills Development Agency, London (England).
Identifiers - Location: United Kingdom