Service Excellence Masterclass for T.H.E Third Years

Third year T.H.E students recently enjoyed a Service Excellence masterclass given by Pete Macartney from North of England Excellence (NoEE). The masterclass was part of their module on Managing Quality in Service Organisations and covered the EFQM Excellence Model and how it works in theory and practice, Lean Six Sigma and the ISO Quality Standards.

NoEE is a not for profit membership organisation formed in 2007 from the merger of Excellence North West, Excellence Yorkshire, and the North East Quality Group, organisations which date back as far as 1994. They work with organisations of all sizes from the public, private and voluntary sectors to help them achieve their strategic objectives and improve business performance. They work
in partnership with the British Quality Foundation (BQF), Chartered Quality Institute (CQI), and EFQM, the national and international bodies for excellence and quality, to help organisations achieve outstanding business results. NOEE also recognises Excellence via the very prestigious North of England Excellence Award, the North of England Business of the Year Award, and the North of England Special Category Awards. Module tutor Lynn Train was a Lead Assessor for the North of England Excellence Award for over 10 years.



UCLan has had links with NoEE for a number of years and they sponsor a prize for the T.H.E graduate who gains the highest marks in this module, coupled with the demonstration of a passion for Service Quality.

Module Tutor Lynn Train said: ‘An understanding of the EFQM Excellence Model is invaluable for current and future managers. The students learned some useful, transferable skills from this masterclass and this can only enhance their employability prospects.’