The matrix Excellence Awards
“The matrix Journey has helped us to operate from the principle that we are all customers of the college. This has had a huge impact on our drive for excellence in customer service to our learners and external clients.”
Brockenhurst College
Click here to see what other organisations have to say about the matrix Standard
2007 Winners
Brockenhurst College
Brockenhurst College is a tertiary college, delivering an extremely broad curriculum to approximately 11,000 sixth form and further education learners.
It attracted the attention of the Judges this year for its outstanding work in progressing from Accreditation of Student Services back in 2004, to Whole College Accreditation this year. The college has used imaginative ways to embed the matrix Standard across the whole organisation, both strategically and operationally, which has transformed not only its IAG delivery, but its entire customer service approach.
They took the major step of using the matrix Standard as the core quality framework across all their Corporate Services, rather than the traditional OFSTED framework. This, coupled with an extensive training programme in IAG for staff from all the teaching and support functions, has built internal capacity, improved communications and helped retention, achievement and ‘overall success’ rates to sustain a ‘Grade A’. They now have 50 non specialist staff including tutors who have undertaken OCN qualifications in advice and guidance
Staff throughout the college now work as a genuine team, keeping their focus on the customer, and learner feedback has never been better.