Case Study 1

Assignment for DfES/GOSW Evaluation of Telephone based English Language Assessment Tool for use within the NHS

The 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 3, 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 confirms that the Ordinate test system would be a very useful tool in testing English language ability in it’s present, unaltered form, It is 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 have concluded that there is a clear indication of correlation between the test results and results from a benchmarking sample of both objective and subjective alternatives. It is 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, would indicate that the tool is fit for purpose and should be considered for wider use in the testing of English language ability.


Case No 2 - TUPE, Contracts, Terms and Conditions

The Company provides holiday accommodation on a number of sites. The company 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.


Case No 3 - Management development

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 4 - Support and Advice

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 current 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 5 - Project Management

Priory Consulting was engaged by the Skills for Life Unit in the South West to coordinate and project manage SWAN, a numeracy project based in the SW.

The Government has developed an aspiration to bring at least 95% of the population to functional level in numeracy (Entry Level 3) by 2020. The Learning and Skills Council is the Government’s major body for funding post-compulsory education and training and has been tasked with driving this forwards. Funds are usually distributed through recognised colleges and training providers, but on this occasion funding is available to any organisation that can engage with individuals as the aspiration will require innovative ways of engaging with people across communities.

The ways that improvements can be made are many, one approach is to encourage people to engage in imroving their skills through 'taster' programmes. Funding was made available to offer very short “taster” programmes to people who might benefit from improved skills in this area. These were offered by a range of organisations in a range of venues and the “taster” experiences were described and marketed in a variety of ways. According to circumstances they were presented as “managing credit cards”, “coping with debts”, “helping your kids through GCSE maths”, “maths for yachtmaster chartwork”, etc.

Priory was responsible for coordinating the efforts of the adviser throughout the region, liaison with Centres and all aspects of budget management. Priory also undertook the post project evaluation, providing feedback to the SfL team in Plymouth.

Case No 6 - Charity Business Review

Priory Consulting was approached through the Charity Days network to undertake a business review for a local charity as well as advise on, and develop a succession plan.

We approached this assignment by fully understanding the background to the charity and its particular method of operation.

The Charity was founded in 1992 to provide for the local population in need of financial assistance and receives primary funding through donations from two, currently independent, charity shops and distributes grants to local individuals in need who are referred to the charity by professionals. The Charity also makes grants to local organisations and charities.

The Charity has grown steadily since it’s founding and income has also steadily increased along planned lines. Income is through the shops and donations of items for sale. This business model is considered to be unique within Great Britain.

The two independent charity shops, which provide the main income stream, are operating in a competitive market, with other mainstream, and high profile, charity shops in close proximity. However, we established that the trend is positive with both outlets currently showing small increases in turnover.

Part of the brief was to look at the companion charities operating the shops and review whether there was scope for expansion. There are options to open further retail outlets in surrounding areas. However, opening additional outlets will, for maximum efficiency require the Charity to obtain CIO status as well as restructuring to provide a business focus.

We also looked at the management structure and considered whether there is scope for change to improve efficiency and also look to future governance.

After review, we considered that a major change would be the appointment of a (possibly part time) salaried CEO/COO. we also considered that the appointment of 2 trustees to take responsibility for Retail Operations, and Treasurer would be advisable. The Chairman of Trustees will be a separate position to ensure impartiality and to provide sound governance along with the Board of Trustees. Incorporation will mean that Trustees will assume the role of Non-Executive Directors of the Limited Company.

 
Shop Managers will be required to take a more pro-active role including, with necessary training, responsibility for the day to day management of finance. 

The key weaknesses, which need to be addressed, are concerned with the management of the Charities and volunteers as well as threats imposed by the current economic climate and the effect at both ends of the charitable cycle. Threats are likely to impact on the generation of, and distribution of funds. Mitigation of these risks involves the review of the retail operation, to maximise income and minimise costs.

The review concludes that the Charity meets all legal and governance requirements and is well run in it’s current form.

 
The review further concludes that there are risks associated with the ongoing management of the Charity and risks associated with the current economic climate.
To minimise the risks a number of recommendations were made.