Quality Management Review Procedure

ITD Reception Procedure

ITD RECEPTION PROCEDURE

PURPOSE

To outline the practices used in the area of Main Reception in the Campus.

PROCEDURE

The resourcing and planning of the reception service is the responsibility of the Office Services Manager.

Main Reception

The primary aim of Main Reception is to provide a first contact service for visitors to the Campus. The main areas covered include:

 Maintaining the switchboard and directing calls  Greeting visitors and people with queries at the reception desk  Monitoring the fire and building alarms  Receipt of packages & tender documents  Emergency contact number for campus (ext 3333)  Monthly accounts for Reception fax are sent to ITD for charge back to the relevant departments  Liaison with Security personnel to continue reduced out-of-hours reception cover

This wide variety of duties is handled in a professional and service orientated way. Training is each area is given by the senior reception staff for each new employee in the area; refer to the Training Procedure for details. The area must be maintained in a neat and tidy condition at all times.

Where a problem occurs the Reception Supervisor is contacted and if required, she in turn can contact the Office Services Manager to resolve the issue.

Monitoring of Alarms

It is the responsibility of the Reception Staff to monitor the alarms based in the Reception Area. There is a documented procedure supplied by Buildings for this purpose. The ‘Fire Alarm Procedure Flow Chart’ is displayed in the Main Reception area. This procedure is referenced in the External Documentation sheet on the Web.

The ‘Fire Alarm System Log Book’ is completed each time a fire or burglar alarm is activated. This log book is provided by Chubb / Kirbys and is held in the Main Reception area. This log book is referenced in the External Documentation sheet on the web.

The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any paper material is the current version. Printed material is uncontrolled documentation. Page 1 of 3 Rev: 5 ITD Reception Procedure

Foundation Services Point

The main aim of the Foundation Service Desk is to provide first class support services for postgraduate research students and staff in the Research Office, as well as other staff from various departments. The main areas covered include:

 Initial point of contact for all visitors to Foundation Building Research Area and for people with queries.  Monthly accounts for fax and photocopier, which are then sent to ITD for payment by UL Accounts.  Sorting of all post delivered by ITD.  Providing support for printers, photocopier, scanner and faxes.  Issuing of photocopier cards  Booking of Seminar rooms in Research area.  Providing paper for printers, photocopiers and faxes as well as ordering paper for departments located in Foundation Building.  Emergency contact  Fire Marshall  Other ad hoc work as required.

Complaints on Reception Service

Where a problem occurs it should be initially dealt with by staff at the reception point involved.

If the issue that arises cannot be resolved satisfactorily for the complainant, they may speak directly with the main Reception Supervisor, or the ITD administrator for Foundation Services as appropriate.

The supervisor or administrator should direct the complainant to the ITD web page, where they can log their complaint for formal handling in the ITD Quality Management System.

Alternatively, problems with either reception service may be reported directly via the ‘Log Call’ on the ITD website.

RECORDS Records of activity in the Reception areas, such as bookings, visitors, are maintained while active only. Record Control Sheet for Tenders maintained by Reception. Fire Alarm System Log Book maintained by Reception.

The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any paper material is the current version. Printed material is uncontrolled documentation. Page 2 of 3 Rev: 5 ITD Reception Procedure

PROCESS VERIFICATION

Evaluation of process effectiveness is carried out using Internal/External Quality Audits and the Corrective Action process where the Reception procedure is found to be the source of the problem under investigation.

Key process indicators are monitored as per the Service Provision Procedure.

Revision No. Date Approved by: Details of Change 1 Feb ‘05 Mgt Team Initial Release 2 1 Jun ‘05 Kim O’Mahony Revised title for consistency and reformatted header info. Included info on Planning. 3 16 Oct ‘07 Kim O’Mahony Revised to include details of Alarm Monitoring. This was a recommendation from the NSAI audit in July. 4 22 Sept ‘08 Kim O’Mahony ‘Process Verification’ section updated to make reference to Key Process Indicators. 5 28 Mar ‘14 Mgt Team RMS Reference YC280041 - Reception do not have a photocopier AND their use of Record Control Sheet for Tenders

The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any paper material is the current version. Printed material is uncontrolled documentation. Page 3 of 3 Rev: 5