Strategic Objectives and Service Level Agreements

Core Objectives

The Language Centre reflects the specialist nature of the London School of Economics and Political Science itself, namely a world class institution where quality of research and teaching is paramount.

The strategic objectives of the Language Centre in relation to the School's Education Stategy 2015-2020 are as follows:

the teaching of English for Academic Purposes (EAP) to current LSE students to support their other academic studies
the provision of Degree Options in Linguistics and Literature, French, German, Mandarin, Russian and Spanish Language and Society
the support of staff development through providing both EAP teaching to part-time teaching staff and foreign language teaching to academic staff
the support of research students who require foreign language teaching for their research work
more general support in the form of advice on language teaching needs to staff and current students
the provision of an Institution Wide Language Programme of certificated short courses in a wide range of modern languages.

Non Core Objectives

to develop EAP programmes to provide and income stream for LSE
to develop EFL programmes to provide an income stream for LSE
to develop MFL programmes to provide an income stream for LSE
to develop opportunities for the provision of MFL tailored programmes to provide an income stream for LSE
expand existing programmes on LSE International Summer School
to work with LSE Student Recruitment to develop new markets
to be actively involved with 'widening participation at LSE

Structure of the Centre

Overview of the Language Centre

PowerPoint Presentation

Office Hours

Please check our Staff Contacts and Office Hours page for details.

User Satisfaction Surveys

A summary of the results of our user satisfaction survey can be found here. Our undergraduate courses are surveyed by the LSE Teaching Quality Assurance and Review Office (TQARO). The surveys here include everything else we do.

We have an annual user satisfaction survey (see below). However, you can also send instant feedback using this Instant Feedback Form. Please remember, if you prefer to speak to someone in person and are registered on a course with us, you can always speak with your teacher or go to office hours for the course in question to give your feedback or to talk about anything that concerns you about your course of language learning in general.

Service Complaints Procedure

We hope that you will be happy with your chosen course but if any circumstances arise with which you are not happy then we follow the LSE Service Complaints Procedure which provides a framework to help to resolve any issues.

To read this policy please see the Service Complaints Procedure.

Where it is appropriate to do so, a complainant should, in the first instance, attempt to resolve his/her complaint through informal discussion with those directly involved in its subject matter. If it becomes clear that the informal stage is not going to be effective, then the formal stages outlined in the proecure should be instigated at the earliest opportunity.

Service Level Agreements

Service Level Agreements
Description	Performance Target	Measurement
Document Authentication	Complete within 5 working days	Accounts and Client records
Translation	Depends on size and targets set with each individual client	Accounts and Client records
Proofreading	Complete within 5 working days	Accounts and Client records
Arrangement of a tailored tuition programme	Initial needs analysis appointment to be arranged within 5 working days	Accounts and Client records
Delivery for an individual or private group programme	Constant liaison with client to arrange mutually convenient timetable and bespoke programme with monitored development	Feedback from client
Dealing with enquiries (general)	Response within 24 hours	Repeat calls/contact from customer
Dealing with enquiries (specific)	Response within 72 hours, from a Language Co-ordinator or Assistant Co-ordinator.	Repeat calls/contact from customer
Invoicing (long term/contracted 1-2-1 clients only)	Invoice to be sent within 2 weeks of programme completion (or as agreed with client)	Accounts records
Customer retention for individual or group tuition	Establishment as the provider of bespoke language courses to the company	Customer & Accounts records
Raise awareness/market LSE Language Centre Course	Web Site, advertising in relevant publications. Close liaison with LSE Student Recruitment team and participation in recruitment open days/events	Growth in scheduled course registrations, income from additional services and number and source of enquiries
Provision of MFL Degree Courses	Modern Foreign Language Degree Courses	Questionnaires of Student Opinion of Teaching at the School conducted by TQARO in Michaelmas & Lent terms
Provision of Linguistics and Literature Degree Courses	Linguistics and Literature Degree Courses	Questionnaires of Student Opinion of Teaching at the School conducted by TQARO in Michaelmas & Lent terms
Provision of Pre-sessional EAP programme	Pre-sessional Programmes	Constant feedback from students during programme and formal questionnaire at end of each programme as well as annual Language Centre User Satisfaction Survey and Instant Feedback Form.
Provision of EAP Foundation programme	Foundation Programmes	Constant feedback from students during programme and formal questionnaire at end of each programme as well as annual Language Centre User Satisfaction Survey and Instant Feedback Form
Provision of Insessional EAP support to LSE students	EAP Insessional Support Programme	Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved
Provision of IWLP of certificated short courses	MFL Certificate Course Programme	Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved
Provision of MFL teaching to academic and part-time teaching or research staff.	To provide a tailored MFL programme on request. Initial needs analysis to be arranged within 7 days	Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved
Provision of English for Teaching Purposes programme	English for Teaching Purposes	Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved
Provision of a Language Summer School programme	Summer Languages	Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client.

Governance

Learning Support

Instant Feedback