Employer Case Study Video Transcript

National Mobile Windscreens

Interview with Martyn Bennett, Director of Sales and Marketing for National Mobile Windscreens

Titles: City of Bristol College: your partners in business (contains City of Bristol College logo, which spins around to music)

(Shot of the outside of National Mobile Windscreens focuses on the National Mobile Windscreens sign. National Mobile Windscreens vehicle passes by. Martyn Bennett, Director of Sales and Marketing for Mobile Windscreens in his office with Mobile Windscreens advertising backdrop.)

Martyn Bennett: Weíre in the service industry; it's a very competitive marketplace and it's vital that we provide the right training and development for our team of people to help them deliver the results for the business now and in the future.

(Cuts to the vehicle workroom where an employee is working on a vehicle. There is another person working on a van windscreen. Then two employees place a window on a van. Then we see an employee cleaning a windscreen.)

Martyn Bennett: Weíve created a demand for training. People actually are coming forward now and saying, When do we get trained? Can we get trained on this particular aspect of the business? So the culture now is a culture of training.

(Cuts to Martyn Bennett in the office)

Martyn Bennett: Weíve grown by some 50% in the last three years which has been a marvellous result and we believe that training has been integral in this achievement.

(Cuts to the warehouse. Two employees are working: one in a truck and another working in the warehouse lifting windscreens. Cuts to one employee moving the windscreen to a different place in the warehouse. Then cuts to the other employee in his truck, moving equipment in the warehouse.)

Martyn Bennett: The partnership with Partners in Business has been very successful.

(Cuts to Martyn Bennett in his office)

Martyn Bennett: It will grow, it will get stronger. They (City of Bristol College) will deliver more and more training across all aspects of the business. Training is an integral part of our business plan for the future and because of the close connection between the delivery of results and investment in training we believe that it will be there for many years to come.

(Fade out and ends)

City of Bristol College

Video Transcipt of interview with Mike James, Director of Business Development, City of Bristol College

In his office:

My specific role is to make sure the College is responding to the demands of local and regional industry. Making sure the college is providing solutions for a demand-led programme rather than supply-led. Traditionally further education colleges supplied lots and lots of different qualifications, ranging from construction to hairdressing to agriculture, all sorts of things. But what we need to make sure now is that weíre not just providing qualifications because theyíre fundable but what weíre actually doing is providing business solutions.

I think the best opportunity that employers have to work with us over the next two years is on collaborative projects. Itís about bringing us on board to talk to us about what their human resource issues are. Letting us understand what the strategic aims and what their business really really needs to do. The role of Partners in Business within the City of Bristol College is to work with and discover how we can be best placed to provide flexible training long-term to local and large employers.

It is important that you invest in training because what you're actually doing is providing your firm with the flexibilities to respond in the future. Itís actually not so much about the here and now, it's about thinking about how youíre going to provide a competitive advantage for your organisation against those people who are quite able to or quite willing to take that business away from you.

The new quality standard is a kitemark, in the same way that BS5750 or the old ISO9000 was a quality standard. It actually sort of kitemarks us to say that we listen and we respond to the needs of the local community and the local businesses.

I think that in terms of challenges over the next two years one of the things that we'll need to do as a college is to use our expertise in making sure that weíre able to pick through the complex government funding and to join all those wires up in the background so that when the employers come to us what theyíve got is a simple solution to what is often a complex problem.

(fades out and ends.)

Computershare

Interview with Tim Parker, Head of Learning and Development at Computershare and employee, Stuart Hasell, Customer Service at Computershare

Titles: City of Bristol College: your partners in business (contains City of Bristol College logo, which spins around to music).

(Computershare flag blowing the wind. Cuts to Computershare sign. Cuts to a receptionist at the reception desk.)

Tim Parker: The company is a share registrar. We maintain the companiesí share registrars for our client companies.

(Cuts to Tim Parker in his office, flower image behind him)

Tim Parker: which are mainly constituents for the FTSE 100, FTSE 250, FTSE 350.

(Cuts to shots of the call centre offices, panning shot of the office)

Tim Parker: Essentially then we just maintain big lists of shareholder details. Our staff then work from their screens and bring up the next letter or the next piece of work.

(Cuts to one employee, then focuses on him. Cuts to Stuart Hasell in another office, with an image of flowers behind him.)

Stuart Hasell: Come in, log onto the computer, just wait for the calls to come through and when they come through it's usually to check a client's holding for a stock broker, information about upcoming dividends, that kind of thing.

(Cuts back to Tim Parker in the office)

Tim Parker: The NVQ enables our staff to actually get a really good understanding. They do customer service every day.

(Cuts to Stuart Hasell, customer service adviser, and a colleague with their headsets on, answering calls.)

Tim Parker: But it actually makes them think about what customer service is all about and we believe it adds to our retention of our staff and it also improves the skills within the business as well.

(Pulls back out to the whole call centre.)

Stuart Hasell: A lot of people didn't realise the simplicity of the course. They expect a lot of paperwork but thereís none of that involved so it's a simple way of getting a qualification. It's just getting rewarded for doing your job in a way.

(Cuts back to Tim Parker in his office.)

Tim Parker: For Computershare, Partners in Business has been extremely helpful and theyíve enabled us to get over 90 staff currently into the NVQ scheme so I would say theyíve been first class.

(Fade out and ends)