JISC

The activities involved in developing and establishing the institution’s estate strategy.

Estate Management Planning

The activities involved in formulating plans to implement the institution’s estate strategy.

Estate Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its estate strategy.

Activities include: developing performance indicators and measurement mechanisms; measuring, monitoring and analysing performance; conducting formal reviews of performance and responding to the results, including preparing and implementing action plans to address under-performance or other issues raised.

Estate Management Policy Development

The activities involved in developing and establishing the institution’s estate management policies.

Estate Management Procedures Development

The activities involved in developing and establishing the institution’s estate management procedures.

Property Acquisition

The activities involved in acquiring ownership or use of properties by purchase, transfer, donation, lease or rental.

For obtaining legal advice associated with the acquisition of properties, use 20.6 Legal Affairs Management – Legal Interpretation & Advice Provision.

For drawing up legal agreements and other documents associated with the acquisition of properties, use 20.3 Legal Affairs Management – Contracts & Agreements Management.

For managing litigation arising from the acquisition of properties (e.g. compulsory purchase), use 20.5 Legal Affairs Management – Litigation Management.

For processing financial transactions associated with the acquisition of properties, use 28.7 Finance Management – Financial Accounting.

Property Development

The activities involved in developing properties to meet changing institutional needs or to comply with changing statutory or regulatory requirements.

Developing properties includes: changing the use of properties; constructing new properties; undertaking conservation or restoration work on existing properties; extending, altering and reconfiguring existing properties; decontaminating land.

Activities include: undertaking feasibility studies and consultations; developing specifications; drawing up building plans; obtaining planning consents; carrying out inspections of completed works and obtaining necessary certifications.

Property Maintenance

The activities involved in maintaining properties.

Activities include: conducting general inspections of properties; carrying out routine maintenance on properties; carrying out repairs to properties; preventing and exterminating pests from properties; carrying out inspections to determine the presence of hazardous materials in buildings or on land; removing hazardous materials from properties; undertaking ’making good’ works prior to disposal of properties.

For regular health and safety inspections, including routine inspections of hazardous substances (e.g. asbestos), use 25.11 Health & Safety Management – Health & Safety Inspection.

Property Disposal

The activities involved in disposing of properties no longer required by the institution through sale, transfer, termination of lease, auction, donation or demolition.

Activities include: obtaining valuations; undertaking surveys.

Property Compliance Management

The activities associated with complying with statutory or regulatory requirements relating to the ownership, occupancy and management of properties.

Activities include: conducting required internal inspections; facilitating inspections by enforcing authorities; ensuring the proper maintenance of legally required certification (e.g. fire certificates).

Property Security Management

The activities involved in planning, implementing and reviewing measures to protect properties from accidental or intentional damage and to prevent unauthorised access.

Activities include: conducting security inspections; conducting routine surveillance operations (e.g. guarding, patrol and CCTV surveillance) to prevent and detect unauthorised access to properties; responding to, and investigating, security breaches or incidents.

For installation of security equipment, use 27.13 Estate Management – Facility Development or 33.8 Equipment & Consumables Management – Equipment & Consumables Installation, depending on the type of equipment.

For disciplinary action resulting from security breaches by, or involving, institutional staff, use 29.14 Personnel Management – Employee Contract Management.

For disciplinary action resulting from security breaches by, or involving students, use 3.12 Student Administration – Student Disciplinary Case Handling.

For prosecutions resulting from security breaches or incidents, use 20.5 Legal Affairs Management – Litigation Management.

Property Leasing-out

The activities involved in leasing property to third parties.

For obtaining/providing legal advice associated with the leasing-out of property, use 20.6 Legal Affairs Management – Legal Interpretation & Advice Provision.

For legal support for the negotiation, establishment, maintenance and review of lease agreements, use 20.3 Legal Affairs Management – Contracts & Agreements Management.

For litigation arising from the leasing-out of property, use 20.5 Legal Affairs Management – Litigation Management.

For managing financial transactions associated with the leasing-out of property, use 28.7 Finance Management – Financial Accounting.

Facility Development

The activities involved in designing and fitting-out facilities within buildings.

Facilities include offices, teaching rooms, laboratories, workshops, storage facilities, grounds and common areas.

Activities include: specifying facilities requirements; drawing up interior design schemes; decorating; laying floor coverings; installing fixtures and fittings (e.g. lighting, floor coverings, internal decoration, furniture and furnishings).

For engaging design consultants, building contractors and other services, use the appropriate section of 35 Procurement.

For installing equipment and consumables, use 33.8 Equipment & Consumables Management – Equipment & Consumables Installation.

Facility Maintenance

The activities involved in maintaining the internal decoration, fixtures and fittings in facilities.

Activities include: inspecting facilities; carrying out planned preventive maintenance works; carrying out repairs.

For maintaining equipment and consumables, use 33.10 Equipment & Consumables Management – Equipment & Consumables Maintenance.

Facility Security Management

The activities involved in planning, implementing and reviewing security measures to prevent unauthorised access to facilities.

Activities include: undertaking security inspections and surveillance operations to prevent and detect unauthorised access to facilities; responding to security breaches or incidents.

Facility Compliance Management

The activities associated with complying with statutory or regulatory requirements relating to the ownership, occupancy and management of facilities.

Activities include: conducting required internal inspections; facilitating inspections by enforcing authorities.

Facility Relocation Management

The activities involved in relocating facilities within the same building, or to other buildings.

For hiring removal contractors, use the appropriate section of 35 Procurement.

Finance Management

The function of managing the institution’s financial resources.

Finance Strategy Development

The activities involved in developing and establishing the institution’s finance strategy.

Finance Management Planning

The activities involved in formulating plans to implement the institution’s finance strategy.

Finance Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its finance strategy.

Finance Management Policy Development

The activities involved in developing and establishing the institution’s finance management policies.

Finance Management Procedures Development

The activities involved in developing the institution’s finance management procedures.

Financial Audit

The activities involved in conducting and responding to internal and external audits of the institution’s financial affairs.

Activities include: conducting internal audits; facilitating the conduct of external audits; reviewing and responding to the results of audits, including preparing and implementing action plans to address issues raised.

Financial Accounting

The activities involved in processing, recording, classifying and analysing information on financial transactions between the institution and third parties, and between the institution and its employees.

Activities include: accounting for income; accounting for expenditure; accounting for payments (other than salaries) to employees; accounting for payments to honorary appointees and other third parties.

For payment of employees’ salaries, use 28.13 Finance Management – Payroll Administration.

Management Accounting

The activities involved in monitoring and controlling the use of the institution’s financial resources.

Statutory Accounting

The activities involved in preparing the institution’s statutory accounts.

Internal Accounting

The activities involved in processing financial transactions between operating units, ie internal cross-charging.

Funding Administration

The activities involved in administering funds provided to the institution by third parties for specific purposes.

Funds include: funding allocations from the appropriate statutory funding body; research grants and other funds provided by research councils; funds provided by corporate research sponsors; scholarship funds provide by businesses, charities or private individuals.

Activities include: acknowledging receipt of funds; monitoring the use of funds and ensuring compliance with any prescribed or agreed terms and conditions; providing monitoring and other reports and information on the use of funds to funding providers.

For processing financial transactions associated with the receipt and disbursement of funds, use 28.7 Finance Management – Financial Accounting.

Budget Management

The activities involved in preparing and managing the institution’s annual revenue and capital budgets.

Activities include: monitoring actual against planned expenditure; virement.

Payroll Administration

The activities involved in administering the institution’s employee payroll.

Activities include: processing statutory payroll deductions; authorising and processing non-statutory and elective payroll deductions; transferring payroll payments; notifying employees of their employment-related tax liabilities.

Pension Contributions Administration

The activities involved in administering the institution’s employers’ contributions to pension schemes for employees.

For administration of employee contributions to pension schemes and other queries, use 29.16 Personnel Management – Pension Schemes Administration..

Tax Management

The activities involved in managing the institution’s tax affairs.

Tax includes Value Added Tax (VAT).

Activities include: preparing and filing tax returns.

Cash Management

The activities involved in managing the institution’s liquid assets.

Investment Management

The activities involved in managing the institution’s financial investment portfolio.

Asset Management

The activities involved in collecting, recording and analysing information about the value of the institution’s fixed assets for accounting purposes.

Activities include: recording the acquisition and disposal of the institution’s fixed assets; valuing assets and calculating depreciation; writing off assets prior to disposal; maintaining the institution’s asset register.

Personnel management

The function of managing the institution’s workforce as a whole, and the institution’s relationship with individual employees.

Employees means people employed directly by the institution on permanent or fixed-term contracts.

For employing temporary staff through employment agencies, use the appropriate section of 35 Procurement.

Personnel Strategy Development

The activities involved in developing and establishing the institution’s personnel strategy.

Personnel Management Planning

The activities involved in formulating plans to implement the institution’s personnel strategy.

Personnel Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its personnel strategy.

Personnel Management Policy Development

The activities involved in developing and establishing the institution’s personnel management policies.

Personnel Management Procedures Development

The activities involved in developing the institution’s personnel management procedures.

Workforce Planning

The activities involved in identifying the workforce competencies required to implement the institution’s strategic plan and planning to meet these requirements.

Activities include: analysing the size, composition, structure and competencies of the institution’s workforce; reporting on the composition of the institution’s workforce to the statutory authorities; developing job specifications for new posts, and conducting job evaluation exercises to determine grading and remuneration; reviewing existing job specifications and re-evaluating jobs.

Workforce Recruitment

The activities involved in recruiting employees to fill new or vacant jobs.

Activities include: authorising recruitment; advertising vacancies; handling enquiries about vacancies; processing employment applications; reviewing and responding to unsolicited employment applications.

Workforce Induction

The activities involved in developing and implementing induction programmes for new employees.

Activities include: developing general and job-specific induction programmes; administering induction programmes to ensure that all new employees complete the required programme.

Workforce Training & Development

The activities involved in training and developing the institution’s workforce.

Activities include: identifying and analysing workforce training and development needs; evaluating ways of meeting these needs; developing/selecting training and development programmes/events; monitoring take-up of training and development opportunities and events; collecting and analysing feedback on training and development programmes/events; measuring the impact of training and development programmes/events on the workforce and on business performance.

Workforce Performance Management

The activities involved in monitoring the performance of the institution’s workforce as a basis for developing reward schemes and dealing with general performance issues.

Activities include: collating and analysing staff performance assessments; reviewing and responding to the cumulative results of staff performance assessments.

Workforce Remuneration & Reward Management

The activities involved in developing and implementing workforce remuneration structures and reward schemes.

Workforce Welfare Management

The activities involved in providing support services (e.g. occupational health services) for staff.

Workforce Relations Management

The activities involved in managing the institution’s relationship with its workforce.

Activities include: developing and implementing mechanisms for communicating with, and consulting, the workforce; conducting workforce surveys and reviewing and responding to the results.

Employee Contract Management

The management of the institution’s contractual relationships with individual employees.

Activities include: maintaining complete and accurate records of individual employees’ recruitment, induction, performance, discipline, training and development, occupational health and welfare, leave, pensions and termination; providing employment references for current and former employees.

Industrial Relations Management

The activities involved in managing the institution’s relationships with trade unions and professional bodies representing its workforce.

Activities include: managing recognition and de-recognition of trade unions; managing communication and consultation with bodies conducting collective bargaining on behalf of the workforce.

Pension Schemes Administration

The activities involved in administering the institution’s involvement with pension schemes of which its staff are members.

Information Resources Management

The function of managing the information resources which are generated or acquired by the institution in the course of its work or to support its work.

Information Resources Strategy Development

The activities involved in developing and establishing the institution’s information resources strategy.

Information Resources Management Planning

The activities involved in formulating plans to implement the institution’s information resources strategy.

Information Resources Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its information resources strategy.

Information Resources Management Policy Development

The activities involved in developing and establishing the institution’s information resources management policies.

Information Resources Management Procedures Development

The activities involved in developing the institution’s information resources management procedures.

Data Protection Act (DPA) Compliance Management

The activities involved in managing the institution’s compliance with the Data Protection Act 1998.

Activities include: notifying the institution’s data controller details to the Information Commissioner; handling requests for personal information held by the institution, made under the Data Protection Act 1998.

For payment of fees for notification, use 28.7 Finance Management – Financial Accounting.

Freedom of Information Act (FOIA) Compliance Management

The activities involved in managing the institution’s compliance with the Freedom of Information Act 2000.

Activities include: developing, publishing and maintaining the institution’s Publication Scheme; handling requests for information held by the institution, including providing assistance to requesters; handling appeals against decisions to withhold requested information; handling complaints against the institution’s processes for handling requests for information.

Copyright Compliance Management

The activities involved in managing the institution’s compliance with the Copyright, Designs & Patents Act 1988.

Activities include: obtaining permission to copy material outside the scope of the Higher Education Licence Agreement; monitoring copying activities and taking part in surveys undertaken by the Copyright Licensing Agency (CLA); providing statistics required by the CLA; administering payments to collecting associations and any sampling undertaken to support payment calculations; assisting with inspections by copyright owners or their representatives.

For maintaining computer software licences, use 32.7 ICT Systems Management – ICT Systems Operations Management.

Records Management

The activities involved in managing the institution’s business records.

Records means documents and other items in any medium and format which are generated or received by the institution and retained as records of its activities and operations.

For providing records management services, set up a customised section using the framework in 36 Internal Services Management.

Activities include: creating and capturing records; organising, classifying and indexing records; storing records; controlling the retention of records; carrying out preservation or conservation work on records; organising the disposal of redundant records.

Archives Management

The activities involved in managing the institution’s archives.

Archives are institutional business records (see 30.9 Records Management) which have been selected for permanent preservation as historical archives.

Activities include: acquiring archives; organising, classifying, describing and indexing archives; storing archives; carrying out preservation and conservation work on archives; promoting archives as a corporate asset and research resource; de-accessioning and disposing of archives that are no longer considered suitable for preservation by the institution.

For managing collections of manuscripts, including collections of personal papers of academic staff, use 30.11 Information Resources Management – Collections Management.

For providing services to staff, students and others using the institution’s archives, set up a customised section using the framework in 36 Internal Services Management.

Collections Management

The activities involved in managing collections of artefacts, specimens, manuscripts or other items owned or otherwise held by the institution.

Activities include: selecting and acquiring collections by purchase; negotiating the acquisition of collections by donation or deposit; organising, classifying, describing and indexing collections; storing collections; carrying out preventative or remedial conservation work on collections; promoting collections as a corporate asset and as a research resource for staff, students and others; de-accessioning and organising disposal of collections that are no longer considered suitable for preservation by the institution.

For legal agreements and contracts relating to the acquisition of collections, use 20.3 Legal Affairs Management – Contracts & Agreements Management.

For providing services to staff, students and others using the institution’s collections, set up a customised section using the framework in 36 Internal Services Management.

Publications Management

The activities involved in managing collections of publications acquired or assembled by the institution to support its work.

Publications include third-party publications in all media and formats, and reference collections of in-house publications.

Activities include: reviewing and selecting publications to acquire by purchase, subscription or loan; classifying, cataloguing, indexing and maintaining publications; storing publications; specifying and, where appropriate, carrying out preventive or remedial conservation work on publications; monitoring the use of publications, and alternative sources of supply, to determine whether they should continue to be purchased, or whether items already held should be retained; organising disposal of redundant publications.

Intellectual Property Management

The function of managing the institution’s intellectual property.

Intellectual property includes patents, designs, trademarks and copyright.

Intellectual Property Management Strategy Development

The activities involved in developing and establishing the institution’s intellectual property management strategy.

Intellectual Property Management Planning

The activities involved in formulating plans to implement the institution’s intellectual property management strategy.

Intellectual Property Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its intellectual property management strategy.

Intellectual Property Management Policy Development

The activities involved in developing and establishing the institution’s intellectual property management policies.

Intellectual Property Management Procedures Development

The activities involved in developing the institution’s intellectual property management procedures.

Patent Management

The activities involved in establishing and managing patents to protect the institution’s investment in research and innovation.

Activities include: filing patent applications; monitoring the activities of others to identify infringements of the institution’s patents; assigning patents to third parties; licensing patents to third parties to generate income.

For engaging patent agents, use the appropriate section of 35 Procurement.

For paying patent agents’ fees, use 28.7 Finance – Financial Accounting.

For paying Patent Office fees associated with registering and managing patents, use 28.7 Finance – Financial Accounting.

For taking legal action against infringement of patents, use 20.5 Legal Affairs Management – Litigation Management.

Copyright Administration

The activities involved in handling requests from third parties for permission to use and/or reproduce material in which the institution owns the copyright.

Information & Communications Technology (ICT) Systems Management

The function of managing the institution’s ICT systems.

For providing ICT services to staff, students and other users of the institution’s ICT systems, set up a customised section using the framework given in 36 Internal Services Management.

ICT Systems Strategy Development

The activities involved in developing and establishing the institution’s strategy for the development, operation and management of ICT systems.

ICT Systems Management Planning

The activities involved in developing plans to implement the institution’s ICT systems strategy.

ICT Systems Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its ICT systems strategy.

ICT Systems Management Policy Development

The activities involved in developing and establishing the institution’s ICT systems management policies.

ICT Systems Management Procedures Development

The activities involved in developing the institution’s ICT systems management procedures.

ICT Systems Development

The activities involved in developing new ICT systems and re-developing existing systems.

Activities include: specifying requirements; evaluating potential systems/solutions; installing systems; testing; commissioning; controlling changes; decommissioning.

ICT Systems Operations Management

The activities involved in operating ICT systems.

Activities include: monitoring performance; testing; reporting, investigating and resolving faults; managing system data storage, including backup, archiving and deletion; maintaining appropriate software licences.

ICT Systems Security Management

The activities involved in managing access to, and use of, the institution’s ICT systems by staff, students or other authorised users.

Activities include: opening and closing user accounts; monitoring use of systems to ensure compliance with institutional policies and relevant legislation; responding to security breaches or incidents; sanitisation of ICT hardware before disposal.

ICT Systems User Support

The activities involved in providing support to users of the institution’s ICT systems.

Users include employees and other staff, students and other authorised users.

Activities include: designing and delivering system-specific user training; handling user requests for specific support.

Equipment & Consumables Management

The function of managing equipment and consumables purchased by the institution.

Equipment includes instruments, tools, machines, plant, vehicles, interior fixtures and fittings, furniture and furnishings, personal protective equipment.

Consumables include stationery, janitorial supplies, decorating materials, cleaning materials, first aid supplies, food, uniforms and protective clothing.

Equipment & Consumables Management Strategy Development

The activities involved in developing and establishing the institution’s strategy for the acquisition, control and management of equipment and consumables.

Equipment & Consumables Management Planning

The activities involved in developing plans to implement the institution’s equipment and consumables management strategy.

Equipment & Consumables Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its equipment and consumables management strategy.

Equipment & Consumables Management Policy Development

The activities involved in developing and establishing the institution’s equipment and consumables management policies.

Equipment & Consumables Management Procedures Development

The activities involved in developing the institution’s equipment and consumables management procedures.

Equipment & Consumables Selection

The activities involved in selecting equipment and consumables.

Activities include: developing specifications of requirements; identifying sources of supply; evaluating and selecting items.

For acquiring equipment and consumables through purchase, lease or hire, use the appropriate section of 35 Procurement.

Equipment & Consumables Storage

The activities involved in storing equipment and consumables.

Activities include: monitoring storage conditions to ensure compliance with technical standards and/or legal requirements; monitoring the condition of items held in storage; maintaining the stock inventory; monitoring and maintaining stock levels; controlling the allocation/issue of items from storage.

Equipment & Consumables Installation / Commissioning

The activities involved in installing/commissioning equipment and consumables and, where appropriate, connecting and configuring them for use.

Activities include: conducting pre-commissioning inspections/examinations; conducting post-installation inspections/examinations to ensure compliance with technical standards and/or legal requirements.

Equipment & Consumables Inspection & Testing

The activities involved in inspecting and testing equipment and consumables to ensure compliance with technical standards and/or legal requirements.

Equipment & Consumables Maintenance

The activities involved in maintaining the institution’s equipment in sound working order to meet technical standards or legal requirements.

Activities include: undertaking planned preventive maintenance work on equipment; repairing equipment; modifying equipment.

Equipment & Consumables Disposal

The activities involved in disposing of surplus or redundant equipment and consumables.

Disposal may be by donation, sale or destruction.

Activities include: authorising disposal; identifying and evaluating alternative methods of disposal; undertaking cleaning/sanitisation of equipment and consumables prior to disposal; providing any necessary certification (e.g. of safety) or documentation (e.g. maintenance history) to recipients of sold or donated equipment and consumables; where appropriate (e.g. for vehicles), administering transfer of ownership of equipment and consumables and retaining necessary documentation.

For writing-off surplus or redundant equipment, use 28.18 Finance Management – Asset Management.

For managing the process of donating equipment and consumables to third parties, use 8.10 Public Relations Management – Donation Management.

For administering the sale of equipment and consumables, use 28.7 Finance Management – Financial Accounting.

For managing the process of destruction of equipment or consumables, use 26.12 Environmental Management – Waste Management.

Insurance Management

The function of assessing the institution’s liabilities and insurance needs and maintaining adequate insurance cover.

Insurance Strategy Development

The activities involved in developing and establishing the institution’s strategy for maintaining adequate insurance cover.

Insurance Management Planning

The activities involved in developing plans to implement the institution’s insurance strategy.

Insurance Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its insurance strategy.

Insurance Management Policy Development

The activities involved in developing and establishing the institution’s policies on insurance.

Insurance Management Procedures Development

The activities involved in developing the institution’s insurance management procedures.

Insurance Policy Management

The activities involved in taking out and maintaining insurance policies to meet legal requirements and to ensure adequate insurance cover for the institution’s assets and identified operational risks.

Activities include: reviewing, renewing, amending or terminating insurance policies.

For engaging insurance brokers, use the appropriate section of 35 Procurement.

For paying insurance brokers’ fees, use 28.7 Finance Management – Financial Accounting.

For paying insurance premiums, use 28.7 Finance Management – Financial Accounting.

Procurement

The function of acquiring ownership or use of goods, works and services through purchase or lease.

For acquisition of land and buildings, use 27.6 Estate Management – Property Acquisition.

For acquisition by donation, use 8.10 Public Relations Management – Donation Management.

Procurement Strategy Development

The activities involved in developing and establishing the institution’s procurement strategy.

Procurement Planning

The activities involved in developing plans to implement the institution’s procurement strategy.

Procurement Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its procurement strategy.

Procurement Policy Development

The activities involved in developing and establishing the institution’s procurement policies.

Procurement Procedures Development

The activities involved in developing the institution’s procurement procedures.

Supplier Approval

The activities involved in approving organisations or individuals as suppliers to the institution.

Supply Contract Tendering

The activities involved in tendering supply contracts above a predetermined value, or for other reasons, in accordance with institutional policy and industry or legal standards and methods.

Activities include: drawing up tenders and defining tender evaluation and selection criteria; issuing requests for tenders; controlling the receipt and opening of tenders received; evaluating tenders; reporting and publishing information about contracts awarded (e.g. in the Official Journal of the European Community).

Supply Contract Management

The activities involved in managing supply contracts with third parties for the supply of goods, works or services to the institution on a one-off basis or for a fixed period.

Activities include: drawing up supply contracts; negotiating revisions and extensions to contracts; monitoring supplier performance and taking appropriate action to deal with under-performance or other issues which arise during the life of contracts.

Purchasing Administration

The activities involved in purchasing goods, works or services where supplier approval or a formal supply contract is not required.

Activities include: setting purchasing authorisation limits; authorising purchasing; obtaining quotations or estimates; placing orders; taking delivery of goods, works or services and dealing with issues which arise.

Internal Services Management

The function of managing services operated by the institution to support its employees and, in some cases, its students.

Note: Activities 36.1–36.5 set out the framework for the overall management of all internal services. Activities 36.6–36.14 set out a framework for the management of any individual internal service.

Internal services include: mail services; janitorial services; printing and document production services; catering services; records management services; archives services; special collections services; library and information services; ICT support services; reception services; help-desk services; security services.

Internal services may be: managed and provided directly by the institution; specified by the institution but managed and provided by a third-party organisation under contract; managed and provided as a joint venture between the institution and other institutions.

Use this section for services which are managed and provided in an integrated way for both employees and students (e.g. library and information services). For services which are provided exclusively for students (e.g. student accommodation services) use 4 Student Support Services Management.

Internal Services Strategy Development

The activities involved in developing and establishing the institution’s strategy for the provision, management and development of internal services.

Internal Services Management Planning

The activities involved in developing plans to implement the institution’s internal services strategy.

Internal Services Management Performance Management

The activities involved in monitoring the institution’s performance against the plans for implementing its internal services strategy.

Internal Services Management Policy Development

The activities involved in developing and establishing the institution’s policies on the overall management and development of internal services.

Internal Services Management Procedures Development

The activities involved in developing the institution’s procedures for the overall management and development of internal services.

Internal Service Proposal Development

The activities involved in developing and evaluating a proposal to set up an internal service.

Activities include: drawing up a preliminary business plan for the proposed service.

Internal Service Planning

The activities involved in planning the operation, management and development of an internal service.

Internal Service Performance Management

The activities involved in managing the performance of an internal service.

Internal Service Policy Development

The activities involved in developing and establishing policies for the operation, management and development of an internal service.

Internal Service Procedures Development

The activities involved in developing procedures for the operation, management and development of an internal service.

Internal Service Quality Management

The activities involved in ensuring that the quality of an internal service is appropriate and consistently delivered.

Activities include: setting service standards and monitoring performance against these standards through internal measurement and customer feedback.

Internal Service Promotion

The activities involved in promoting an internal service.

Activities include: designing promotional materials; liaising with specialist staff on the production of promotional materials; distributing promotional materials.

Internal Service Delivery

The activities involved in delivering an internal service.

The activities will vary according to the service being provided.

Internal Service Customer Relations Management