JISC Project: CRM Self Analysis Tools and Process Mapping Project Findings and Tools Dr Matthew Donaghy Project Manager

What was the vision? To develop an open source self-analysis toolkit, empowering Higher Education Institutions (HEIs) to think through their people, process and technology issues before, during or after a Business and Community Engagement (BCE) orientated Customer Relationship Management (CRM) implementation. In other words: Look before you leap!

To develop an open source self-analysis toolkit, empowering Higher Education Institutions (HEIs) to think through their people, process and technology issues before, during or after a Business and Community Engagement (BCE) orientated Customer Relationship Management (CRM) implementation.

In other words: Look before you leap!

What did we deliver? Process Maps On how different HEIs (peripheral, tactical, strategic) manage their processes where CRM and BCE are concerned Self Analysis Tools (‘Easy to Use’, Open Source) Focussing on how HEIs can think through people, process and technology issues prior, during or after CRM implementation. This means tools / diagnostics on: Linking CRM to BCE strategy Change readiness Process Mapping Risk management (and scoring) Thinking through security / ownership Implementation planning Checklists

Process Maps

On how different HEIs (peripheral, tactical, strategic) manage their processes where CRM and BCE are concerned

Self Analysis Tools (‘Easy to Use’, Open Source)

Focussing on how HEIs can think through people, process and technology issues prior, during or after CRM implementation. This means tools / diagnostics on:

Linking CRM to BCE strategy

Change readiness

Process Mapping

Risk management (and scoring)

Thinking through security / ownership

Implementation planning

Checklists

How did we do it? Process Mapping and Research! Over 20 Institutions (HEIs and FECs) Peripheral, Tactical, Strategic Team Work!

Process Mapping and Research!

Over 20 Institutions (HEIs and FECs)

Peripheral, Tactical, Strategic

What did we find (Process Maps)? For ‘peripheral’ institutions, our process research found that many HEIs shared similar characteristics: Limited approach to information sharing Sporadic use of technology to maintain BCE contacts (but more of a localised ‘c-drive’ culture) Some interoperability between systems but nonetheless cultural issues in terms of a lack of willingness by schools or departments to share contacts and knowledge

For ‘peripheral’ institutions, our process research found that many HEIs shared similar characteristics:

Limited approach to information sharing

Sporadic use of technology to maintain BCE contacts (but more of a localised ‘c-drive’ culture)

Some interoperability between systems but nonetheless cultural issues in terms of a lack of willingness by schools or departments to share contacts and knowledge

An example....

What did we find (Process Maps)? For ‘tactical / strategic’ institutions, our process research noted that: There is clear leadership embedded in the process (VC in HEI E ); Strategic thinking and transparent policy development has supported information sharing approaches ( HEI E and F on information sharing); There is ‘buy in’ to the processes ( FEC As commitment to reducing departmental workload); Systems can be tailored to suit individual departments ( HEI H have their own software support unit; FEC A are working towards CRM screens that appear ‘familiar’ to users).

For ‘tactical / strategic’ institutions, our process research noted that:

There is clear leadership embedded in the process (VC in HEI E );

Strategic thinking and transparent policy development has supported information sharing approaches ( HEI E and F on information sharing);

There is ‘buy in’ to the processes ( FEC As commitment to reducing departmental workload);

Systems can be tailored to suit individual departments ( HEI H have their own software support unit; FEC A are working towards CRM screens that appear ‘familiar’ to users).

An example....

Tools www.nottingham.ac.uk/gradschool/crm/

www.nottingham.ac.uk/gradschool/crm/

Next Steps Finished project end of Jan 09 (on time and on budget) Dissemination Tools ‘testing’ (July 09) Thank You!

Finished project end of Jan 09 (on time and on budget)

Dissemination

Tools ‘testing’ (July 09)

Thank You!