Why?

Articulating values and behaviours for the staff in the Professional Services is important because it helps us to understand what is expected of us. Stating expected behaviour doesn’t produce it, but it does help set the context for all aspects of staff management, including recruitment, as basis for merit awards and promotion, as well as performance management.

In order to provide a more structured approach to the task of reflecting on service performance we signed up to the Investors in Excellence (IiE) initiative because it provided a framework for self-assessment across the elements of; Leadership, Policy and Strategy, People, and Partnerships and Resources. Each Corporate Service Division used the self-assessment to prepare a storyboard outlining their vision for excellent service and the areas for improvement across the four elements.  Divisions were asked to incorporate the outcome of their self-assessments into their annual planning activities. The work with the Investors in Excellence agency concluded with an audit of the whole of the Corporate Services, the outcome of which was considered at the first meeting of the Professional Services Management Team.

Initial Values and Behviours 

A couple of years ago several staff focus groups worked toegther to define the following shared behaviours, they have also been explored in the annual Corporate Services, and latterly, the Professional Services Forum presentations by the Registrar and Secretary:

Working together as a unified administration
For the common purpose, using our collective talents and recognising that only when we work together can we achieve our vision.

Always adding value
Being sure that what we do really does make a difference to teaching and research; we solve problems.

Taking responsibility
Understanding that if it is to be, then it’s up to me.

Customer focused
Recognising that what we do we do for the benefit of everyone connected with our University.

Understanding and integrity
Appreciate our unique culture, the traditions and values of the University and act with integrity, honesty, fairness and professionalism.

Behavioural framework

The University is also acting as a pilot centre for the AUA (Association of University Administrators) to further develop their behavioural framework.  In due course the framework will be tailored, using internal focus groups, to complment the work we've already done.