C Commercial Enterprise 6 Commercial Services Management

c commercial enterprise ======================= 6 commercial services management -------------------------------- the function of ma

C Commercial Enterprise
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6 Commercial Services Management
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The function of managing services provided by the institution to
students, staff, the local community, the general public or businesses
on a commercial basis to generate income.
Note: Activities 6.1–6.5 set out the framework for the overall
management of all commercial services within the institution.
Activities 6.6–6.14 set out a framework for the management of any
individual commercial service.
Commercial services include: childcare services; conference and
banqueting services; library and information services; technical
services (e.g. laboratory testing); consultancy services; training
services.
6.1 Commercial Services Strategy Development
The activities involved in developing and establishing the
institution’s strategy for the provision, management and development
of commercial services.
Description
Retention Period
Notes
Records documenting the development and establishment of the
institution's commercial services strategy.
Superseded + 5 years
Review for archival value
Consult Records Manager before disposal
6.2 Commercial Services Management Planning
Description
Retention Period
Notes
Records documenting the formulation of plans for the implementation of
the institution's commercial services strategy.
Superseded + 5 years
Review for archival value
Consult Records Manager before disposal
6.3 Commercial Services Management Performance Management
The activities involved in managing the institution’s performance
against the plans for implementing its commercial services 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.
Description
Retention Period
Notes
Records containing data on, and analyses of, performance against the
plans for the implementation of the institution's commercial services
strategy.
Current year + 1 year
Records containing reports of performance against the plans for the
implementation of the institution's commercial services strategy.
Current year + 5 years
Review for archival value
Consult Records Manager before disposal
Records documenting the conduct and results of audits and reviews of
the overall management of commercial services, and the responses to
the results.
Current year + 5 years
Review for archival value
Consult Records Manager before disposal
6.4 Commercial Services Management Policy Development
Description
Retention Period
Notes
Records documenting the development and establishment of the
institution's policies on the overall management and development of
commercial services.
Superseded + 5 years
Review for archival value
Consult Records Manager before disposal
6.5 Commercial Services Management Procedures Development
Description
Retention Period
Notes
Records documenting the development of the institution's procedures
for the overall management and development of commercial services.
Superseded + 3 years
6.6 Commercial Service Proposal Development
Activities include: drawing up a preliminary business plan for the
proposed service.
Description
Retention Period
Notes
Records documenting the development and evaluation of a proposal to
set up a commercial service: where a decision is made to proceed.
Life of service + 5 years
Review for archival value
Consult Records Manager before disposal
Records documenting the development and evaluation of a proposal to
set up a commercial service: where a decision is made not to proceed.
Last action on proposal + 5 years
Review for archival value
Consult Records Manager before disposal
6.7 Commercial Service Planning
Description
Retention Period
Notes
Records documenting the planning of the operation, management and
development of a commercial service.
Current year + 5 years
Review for archival value
Consult Records Manager before disposal
6.8 Commercial Service Performance Management
The activities involved in managing the performance of a commercial
service.
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.
Description
Retention Period
Notes
Records containing data on, and analyses of, the performance of a
commercial service.
Current year
+ 1 year
Records containing reports on the performance of a commercial service.
Current
year + 5 years
Review for archival value
Consult Records Manager before disposal
Records documenting the conduct and results of audits and reviews of a
commercial service, and the responses to the results.
Current year
+ 5 years
Review for archival value
Consult Records Manager before disposal
6.9 Commercial Service Policy Development
Description
Retention Period
Notes
Records documenting the development and establishment of policies on
the operation, management and development of a commercial service.
Superseded + 5 years
Review for archival value
Consult Records Manager before disposal
6.10 Commercial Service Procedures Development
Description
Retention Period
Notes
Records documenting the development of procedures for the operation,
management and development of a commercial service.
Superseded + 3 years
6.11 Commercial Service Quality Management
Activities include: setting service standards and monitoring
performance against these standards through internal measurement and
customer feedback.
Description
Retention Period
Notes
Records documenting the development and establishment of service
standards for a commercial service.
Superseded + 3 years
Records containing data on, and analyses of, the quality of service
delivered against the established service standards.
Current year + 1 year
Records containing reports on service quality.
Current year + 3 years
Review for archival value
Consult Records Manager before disposal
Records documenting the conduct and results of independent reviews of
service quality, and the responses to the results.
Current year + 5 years
Review for archival value
Consult Records Manager before disposal
6.12 Commercial Service Promotion
The activities involved in promoting a commercial service.
Activities include: designing promotional materials; liaising with
specialist staff on the production of promotional materials;
distributing promotional materials.
Description
Retention Period
Notes
Records documenting the development and assessment of promotional
campaigns and materials for a commercial service.
Superseded + 1 year
Promotional materials
While current
Review for archival value
Consult Records Manager before disposal
6.13 Commercial Service Delivery
The activities involved in delivering a commercial service.
The activities will vary according to the service being provided, but
are likely to include: preparing service proposals for prospective
customers; negotiating service agreements/contracts with customers.
With the exception of the records detailed below, institutions must
determine retention requirements for records generated by individual
commercial services on a case by case basis, taking account of:
- the type of service
- the legal and regulatory framework for providing particular types of
services
- the need to manage personal data on service customers in accordance
with the provisions of the Data Protection Act 1998
Description
Retention Period
Notes
Records documenting service proposals for prospective customers: where
the proposal is accepted.
Termination of contract + 6 years
Limitation Act 1980 c.58
Review for archival value
Consult Records Manager before disposal
Records documenting service proposals for prospective customers: where
the proposal is not accepted.
Rejection of proposal + 5 years
Records documenting service agreements/contracts with customers
Termination of contract + 6 years
Limitation Act 1980 c.58
Review for archival value
Consult Records Manager before disposal
6.14 Commercial Service Customer Relations Management
The activities involved in managing the institution’s relationships
with the customers of a commercial service.
Activities include: handling customer complaints; conducting customer
surveys.
Description
Retention Period
Notes
Records documenting the design and conduct of customer surveys.
Completion of survey + 3 years
Review for archival value
Consult Records Manager before disposal
Results of customer surveys: individual responses
Completion of analysis of survey responses
Results of customer surveys: summaries and analyses of responses
Completion of survey + 3 years
Review for archival value
Consult Records Manager before disposal
Records documenting unsolicited customer feedback on the service, the
internal handling of this feedback and the responses provided.
Last action on feedback + 3 years
Records documenting customer complaints about the service, the
internal handling of these complaints and the responses provided.
Last action on complaint + 6 years
Limitation Act 1980 c.58