Case Studies

Case No 1

Evaluation of Telephone based English Language Assessment Tool for use within the NHS. Assignment for DfES/GOSWThe assignment objectives were:

· To liaise with the technical supplier of the screening tool – Ordinate Inc. Based in USA

· To liaise with the NHS Basic Skills Lead to establish and coordinate a method of providing access to the tool

· Supporting the management and process of screening staff

This project involved three, sometimes concurrent, linked activities spread over a period of 7 weeks following the initial meeting with the NHS lead involving the procurement of the Ordinate Set 10 testing tool and liaison with Ordinate staff in the USA. The identification of suitable subjects to test the tool, and the testing process including liaison with the NHS lead, learning-coordinators and line managers in the field.

Subjects were either tested locally by the consultants, or where this was not practical, groups of subjects were briefed by a consultant, test papers and identification numbers issued, and subjects encouraged to complete the test within a given time scale.

In total 152 subjects were identified of whom 130 (86%) completed the test. Test subjects came from worldwide but were dominated by Eastern Europeans, Middle Eastern, Indian and Phillipino nationals. Language ability ranged from 1 or 2 months to lifelong exposure to English. Many subjects, including those engaged in ancillary tasks were highly educated in a wide range of subjects and skills.

Whilst our study confirmed that the Ordinate test system would be a very useful tool in testing English language ability in it’s present, unaltered form, It was recommended that that a number of points be taken into account to enhance and improve the process should the Department for Education and Skills (DfES) wish to continue evaluating this medium.

As a result of our evaluation of the Ordinate telephone based English Language Test we concluded that there was a clear indication of correlation between the test results and results from a benchmarking sample of both objective and subjective alternatives. It was recommended that the Ordinate test, rather than the telephone assessment tool, should now be fully evaluated in a controlled way against the English for Speakers of Other Languages (ESOL) standard

A clear correlation, together with a total simplicity of access and use, w indicated that the tool was fit for purpose and should be considered for wider use in the testing of English language ability.

Case No 2

This case study concerns a family owned, rapidly expanding mail order and fulfilment service company employing approximately 80 staff in a joint operation involving call centre, mail order processing centre and warehouse/packing services.

The Company wished to introduce staff reviews throughout the workforce with a view to encouraging staff development, capitalising on strengths and dealing with weaknesses to ensure overall effectiveness and efficiency. Priory Consulting Ltd proposed a 3 stage assignment involving Development of process and systems, Undertake Skills Audit and provision of Personal Review Training to the Management Team of Directors, General Manager and Departmental Supervisors, all who would have a key role in implementing and undertaking individual reviews.

Additionally, Priory proposed to use a number of change management techniques to ensure acceptance and ownership of the change process.

The assignment involved the review of performance management processes and the drafting of a proposed appraisal scheme which was discussed and developed with the Directors and General Manager.

Part of the assignment was to provide essential training in support of the new process and this was undertaken with the assistance of an amateur actress to provide the participants with quality role-play opportunities.

Such was the success of this assignment that the company approached Priory to ensure that managers who may, in the future, be involved in the administration of various procedures including discipline, poor performance and grievance, are familiar with the relevant codes of practice and trained to action them as required.

This assignment included the following tasks; Review and edit staff handbook as necessary.

Prepare procedural flow charts in support of staff handbook and ACAS code and prepare and present training to consolidate knowledge and techniques.

Training was provided to ensure that managers were familiar with the requirements of the ACAS code of practice, the Staff Handbook and relevant legislation and included the following factors; Understanding the need for sound procedures and different courses of action as necessary for Discipline, Poor Performance and Sickness Absence. Debate severity and sanction and attitude v competence. Undertake a case study including role-play to reinforce learning.

Again an amateur actress was engaged to help with the provision of quality role-play.

Case No 3

The subject is a residential care home providing care for aged, mentally and physically infirm residents. There are also a number of self-contained units for elderly residents who do not require high levels of care. The Home is IiP accredited and Priory Consulting Ltd has done work for this client in the past.

The assignment involved the provision of employment law and procedural advice relating to discipline and dismissal following a serious incident involving accidental death. The circumstances of the case required a significant management investigation and Priory engaged an associate to undertake this task.

Following the investigation meetings were held with the Owner and assistance given to ensure procedurally correct actions were taken and full consideration given to a reasoned decision making process.

Case No 4

This company provides holiday accommodation on a number of sites and employs a core of fulltime site managers and maintenance staff and a large number of seasonal employees during the holiday season.

Following an initial approach Priory Consulting Ltd was commissioned to provide the Company with Statements of Employment Terms together with policies and procedures to cover Discipline, Grievance, Poor Performance and Sickness Absence. Additionally we were asked me to review conditions of employment and residency for staff that are required to live on site. These various documents were combined in order to provide a staff handbook that would be available to all staff.

The process involved the review of existing contracts and statement of terms and conditions. Drafting new documents for discussion with Owner/Directors and advising on implementation processes. Development of, and provision of training.

This aspect of the assignment was completed over a period of 2 months and included contracts of employment for existing staff including TUPE provision and also for new staff. Advice was given to enable to owners to commence negotiations with staff regarding harmonisation of terms and conditions.

In accordance with accepted practice, training for all staff was undertaken to ensure understanding and compliance with newly introduced disciplinary and poor performance procedures.