Do suppliers not have feedback forms on their service also???

Seems like a simple auditing exercise to see who's got happy satisfied
customers.

I've just asked all our students to comment on the service they received
from suppliers - most common complaint is the time it takes to get the
equipment - is there within the system an expected timescale for the
various stages of the dsa processes?? Obviously students want it all
yesterday, preferably without filling in any forms so we need to know
what is reasonable to expect. I guess also the time of year will be a
factor?

John.


Dr John S Conway FGS FRGS MNADO FHEA
Disability Officer / Principal Lecturer in Soil Science / Chair,
Research Committee
Royal Agricultural College, Cirencester, Glos GL7 6JS
01285 652531 ext 2234 fax 01285 650219
http://www.rac.ac.uk/index.php?_id=590
email [log in to unmask]
  
  
 

-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of Bryan Jones
Sent: Thursday, March 22, 2007 4:10 PM
To: [log in to unmask]
Subject: Re: Computer suppliers

Hello Alex

All QAG listed and NNAC Assessment Centres are expected to obtain
feedback from students. And of course act upon that feedback where
necessary. The feedback information /forms must also be available to be
examined during a QAG Audit. With all due respect, why would Centres
pass this data on to yourself?


Bryan Jones,
Manager, Disability Support Services
& North London Regional Access Centre,
Middlesex University
Tel: 020 8411 5366
 

-----Original Message-----
From: Discussion list for disabled students and their support staff.
[mailto:[log in to unmask]] On Behalf Of Nasser
Sent: Thursday, March 22, 2007 3:22 PM
To: [log in to unmask]
Subject: Re: Computer suppliers


I will naturally be happy to send this message to the supplier's forum
as this affects all of us. I think in gathering such information it
would be extremely important for you to collate the data from both sides
of the fence as I am certain every supplier will contest the version of
the truth told by the students.

I hope the purpose of this exercise is to improve the quality of the
service and this can only be achieved by active participation of
suppliers and having the opportunity to reply to any unpleasant
accusations they may be facing from a dissatisfied student complaining
to their respective assessor/LEA/DO


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: 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






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