Can anyone comment on the training side? Assessors recommend training, but how is it provided? Does the student have to chase up once the equipment arrives? Is the trainer alerted by assessor or supplier? Is the supplier also the training provider??? Does the assessor follow up to see if equipment and training has been provided?
I am surveying some 150 DSA holders at present but they've just gone home for Easter - all replies so far have implicated issues with training on the software
John
Dr John S Conway
Principal Lecturer /Disability Officer / Chair, Research Committee
Royal Agricultural college, Cirencester, Glos GL7 6JS
01285 652531 fax 01285 650219
http://www.rac.ac.uk/?_id=590
-----Original Message-----
From: Discussion list for disabled students and their support staff. on behalf of Nasser
Sent: Sun 3/25/2007 11:06
To: [log in to unmask]
Subject: Re: Computer suppliers
Alex
I am glad to hear everything you have said is exactly what I would like to
hear from every Do/Assessor/Trainer which is to engage with the suppliers to
improve their services. You have demonstrated that by actively helping and
training you have managed to turned them into an excellent company and
therefore more of the same would help others achieve the same goals as those
of Avantek.
I would also expect that other suppliers have had a similar relationship
with their Assessment centres/Trainers to develop such a quality system
otherwise it would be unthinkable that these suppliers would be getting any
referrals from these centres and thus would find it hard to survive in the
industry.
I would expect by you gathering of the information and feeding it back would
greatly help the suppliers who may have failed to fulfil parts of their
responsibility for the good of the students. Maybe in your own way you will
help to accelerate the process of raising the standards within this
industry.
I have no doubt QAG and Suppliers and all stake holders will support and
applaud you in this mission.
If you feel there are areas of improvement in my operation I would be
grateful for your feedback.
Best wishes
Nasser Siabi
Managing Director
Microlink PC (UK) Ltd
Direct: 02380 240 316
Mobile: 07870603128
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-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of alex larg
Sent: 24 March 2007 23:13
To: [log in to unmask]
Subject: Re: Computer suppliers
Nasser,
As an independent freelance professional I have a policy of trying to be
completely open and above board about my Business. I intend to, and try very
hard to, maintain my integrity so that when I work with (student or other)
clients, AT suppliers, LEAs, Assessment Centres and Universities, they know
that they can trust my professional, independent and uninfluenced opinion.
I buy my own equipment with nothing supplied by companies which may make me
feel obliged to use them as a supplier. I have my own professional insurance
and I want to maintain my freelance status with the Inland Revenue.
"...Much sooner than this..." I have only been an independent stakeholder
for about two and a half years and now I am in a much stronger position to
campaign for students' rights since I don't have ties or line management. I
answer to myself and my clients. (and if I didn't like their feedback I
could put it in the bin I guess - but I don't - I listen and try and
improve.)
I have worked with and advised a number of suppliers over the 10 years that
I have been in the business of advocating the rights of disabled students. I
have worked with Tony Lees at Avantek and helped his company develop
feedback forms, helped him to train professional trainers and also provided
disability awareness training for him and his company employees.
I personally feel that Avantek are an excellent supplier, who answer the
phone when you ring, who provide goods within a reasonable timescale and
who provide excellent follow up support if something goes wrong with a
machine supplied by them. I have seen from experience that their support is
prompt, sympathetic but not patronizing, fast, and on-site, which for a
disabled student is essential in my opinion. I am not saying Avantek is
perfect and we all have room for improvement, but I have provided a lot of
training for students who have been supplied with Avantek computers and this
is how I have this knowledge of Avantek's service provision. I am also sure
that some other companies out there do the same good work, again from
experience and client feedback.
However it is not my view but the students' views here that count surely. I
don't want to make assumptions and that is why I am seeking to gather
evidence which is relevant to disabled students' experiences in HE of DSA
and specifically in this case computer equipment supplied to them. Of course
this does and should extend to training. But as an independent trainer
working across the board with different suppliers machines, I feel well
placed to gather this evidence. People are writing to me off list, I have my
own personal experiences with numerous students over the years and I have
numerous friends and colleagues out there who are disability officers
(overworked and under-resourced) who often have to help pick up the pieces
with D/disabled students. (Again dis-forum members and associates please
let me know of your experiences and your students' experiences and support
me if you feel it is appropriate off or preferably on list. A - me too -
will do.)
I may be reinventing the wheel (my version is round by the way) but I am
doing this free of charge. I am trying to be open and above board and I am
willing to listen to what is said and to keep an open mind.
The Walt Disney philosophy is that:-
Rule 1 - the customer is always right.
Rule 2 - if the customer is wrong then see Rule 1.
That doesn't seem like a Mickey Mouse idea to me - it seems like forward
thinking and the best possible approach, especially when (disabled - social
model) customers are virtually forced to use this premium service in a
"cartel" type set up.
Yours sincerely,
Alex
Alex Larg
[log in to unmask]
07931 561 877 or 07916 175 077
Freelance Assistive Technology Trainer
Freelance study needs assessor
Former Disability Officer
On 24/3/07 11:42, "Nasser Siabi" <[log in to unmask]> wrote:
> Tony
>
> Don't panic mate, he is saying you are one of the good guys, I say this
> because I know Alex is one old timers of this industry and he knows all
> the play makers and if he had any issues with your company or mine or
> Ian's he would have proactively contacted us to inform and resolve the
> problems much sooner than this. He does not strike me as being a type of
> person to want to wait for things to sort themselves out and he would
> rather make sure the student welfare came first and naturally he would
> kick some rear ends to make sure this happens immediately.
>
> So, I think if you have not heard or spoken to Alex before on major
> issues then you are not the type of supplier he is talking about. Would
> that be a good assumption Alex?
>
> best wishes
>
> Nasser
>
> Tony Lees wrote:
>
>> Whilst I am grateful to Alex for mentioning Avantek alongside such
>> illustrious company I am sure he did not mean to suggest that Avantek are
the
>> sort of supplier that would provide our student clients with less than
>> adequate machines, support, training or service. We are justifiably proud
of
>> and continually strive to maintain our consistent record of excellent
service
>> - see www.avantek.co.uk/dsa.
>> (rant over).
>>
>> Regards, Tony
>>
>> Avantek are the First DSA-QAG Quality Assured, Accredited Supplier.
>>
>> Tony Lees
>> Avantek Computer Limited
>> Computer Systems and Solutions; hand crafted by artisans for the
discerning
>> client.
>> St Peter's Road
>> Arnesby, Leics, LE8 5WJ
>> tel: 0116 247 8515
>> fax: 0116 247 8843
>>
>> http://www.avantek.co.uk
>>
>> e-mail disclaimer: http://www.avantek.co.uk/e_disc.htm
>>
>>
>>
>>> -----Original Message-----
>>> From: Discussion list for disabled students and their support
>>> staff. [mailto:[log in to unmask]] On Behalf Of alex larg
>>> Sent: 22 March 2007 14:12
>>> To: [log in to unmask]
>>> Subject: Computer suppliers
>>>
>>> Dear Colleagues
>>>
>>> I have worked as an AT Trainer, assessor and Disability
>>> Officer for around 10 years now. Over that time I have worked
>>> with hundreds of students and some of them seem to have been
>>> supplied with unsuitable computer hardware.
>>> This may be due to assessors not recommending appropriate
>>> kit: we all make mistakes - I have made and learnt from many
>>> myself, but this is not my concern here.
>>>
>>> It may, however, be due to the suppliers not providing
>>> adequate machines and/or not providing good and accessible
>>> follow up support to their clients.
>>>
>>> DSA-QAG has been set up, at virtually no cost I believe,
>>> to... Well I'm not sure what for, but the point is they have
>>> introduced a service level agreement (SLA) for suppliers who
>>> also have to pay for the privilege of supplying equipment as
>>> a percentage of their turnover. (I'm sure I will be kindly
>>> corrected for my incorrect facts within this paragraph by
>>> colleagues.)
>>>
>>> My point, when I eventually get there, is that DSA-QAG SLA,
>>> is dentally challenged, i.e. there is/are no teeth, or at
>>> least none that I am able to find. (see above.)
>>>
>>> What I would ask of you is to ask your colleagues and
>>> students for their feedback of experiences with suppliers
>>> such as Microlink, Iansyst, Avantek and other DSA suppliers
>>> as I wish to collate some information for evidence to take to
>>> DSA- QAG / DfES, as I fear from my experience some students
>>> may be receiving a less that satisfactory service.
>>>
>>> Of course positive feedback is welcome, but I have to be more
>>> concerned with the less satisfactory side of the service too.
>>>
>>> I am sending this message cross-forum, and so apologies for
>>> those receiving this a number of times.
>>>
>>> I also ask Nasser at Microlink, in his position as
>>> representative for suppliers and tier discussion group, to
>>> circulate this message on their list.
>>>
>>> Please pass this onto any other appropriate lists so we can
>>> obtain as wide feedback as possible. I am in the process of
>>> rejoining NADP (if they will have me) and so this has not
>>> gone to that list. Maybe someone at NADP could pass it on if
>>> that is deemed appropriate.
>>>
>>> I know that suppliers generally ask clients for feedback, but
>>> I feel that system may be slightly compromised and I don't
>>> know whether that information is published anywhere.
>>>
>>>
>>> Please contact me off-list with your replies.
>>>
>>> Thanks for you time.
>>> Best wishes,
>>>
>>> Alex
>>>
>>> Alex Larg
>>> Freelance Assistive Technology Trainer
>>> Freelance study needs assessor
>>> Former Disability Officer
>>>
>>>
>>>
>>>
>>>
>>>
>>> Sent using the Microsoft Entourage 2004 for Mac Test Drive.
>>>
>>>
>>>
>
Sent using the Microsoft Entourage 2004 for Mac Test Drive.
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