JISC Project: CRM Self Analysis Tools and Process Mapping  Project Findings and Tools Dr Matthew Donaghy Project Manager
What was the vision? <ul><li>To develop an open source self-analysis toolkit, empowering Higher Education Institutions (HE...
What did we deliver? <ul><li>Process Maps </li></ul><ul><li>On how different HEIs (peripheral, tactical, strategic) manage...
How did we do it? <ul><li>Process Mapping and Research! </li></ul><ul><li>Over 20 Institutions (HEIs and FECs) </li></ul><...
What did we find (Process Maps)? <ul><li>For  ‘peripheral’  institutions, our process research found that many HEIs shared...
An example....
What did we find (Process Maps)? <ul><li>For  ‘tactical / strategic’  institutions, our process research noted that: </li>...
An example....
Tools <ul><li>www.nottingham.ac.uk/gradschool/crm/ </li></ul>
Next Steps  <ul><li>Finished project end of Jan 09 (on time and on budget) </li></ul><ul><li>Dissemination </li></ul><ul><...
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JISC Project: CRM Self Analysis Tools and Process Mapping

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Overall project update. 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. Matthew Donaghy: The University of Nottingham

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Transcript of "JISC Project: CRM Self Analysis Tools and Process Mapping"

  1. 1. JISC Project: CRM Self Analysis Tools and Process Mapping Project Findings and Tools Dr Matthew Donaghy Project Manager
  2. 2. What was the vision? <ul><li>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. </li></ul><ul><li>In other words: Look before you leap! </li></ul>
  3. 3. What did we deliver? <ul><li>Process Maps </li></ul><ul><li>On how different HEIs (peripheral, tactical, strategic) manage their processes where CRM and BCE are concerned </li></ul><ul><li>Self Analysis Tools (‘Easy to Use’, Open Source) </li></ul><ul><li>Focussing on how HEIs can think through people, process and technology issues prior, during or after CRM implementation. This means tools / diagnostics on: </li></ul><ul><li>Linking CRM to BCE strategy </li></ul><ul><li>Change readiness </li></ul><ul><li>Process Mapping </li></ul><ul><li>Risk management (and scoring) </li></ul><ul><li>Thinking through security / ownership </li></ul><ul><li>Implementation planning </li></ul><ul><li>Checklists </li></ul>
  4. 4. How did we do it? <ul><li>Process Mapping and Research! </li></ul><ul><li>Over 20 Institutions (HEIs and FECs) </li></ul><ul><li>Peripheral, Tactical, Strategic </li></ul>Team Work!
  5. 5. What did we find (Process Maps)? <ul><li>For ‘peripheral’ institutions, our process research found that many HEIs shared similar characteristics: </li></ul><ul><li>Limited approach to information sharing </li></ul><ul><li>Sporadic use of technology to maintain BCE contacts (but more of a localised ‘c-drive’ culture) </li></ul><ul><li>Some interoperability between systems but nonetheless cultural issues in terms of a lack of willingness by schools or departments to share contacts and knowledge </li></ul>
  6. 6. An example....
  7. 7. What did we find (Process Maps)? <ul><li>For ‘tactical / strategic’ institutions, our process research noted that: </li></ul><ul><li>There is clear leadership embedded in the process (VC in HEI E ); </li></ul><ul><li>Strategic thinking and transparent policy development has supported information sharing approaches ( HEI E and F on information sharing); </li></ul><ul><li>There is ‘buy in’ to the processes ( FEC As commitment to reducing departmental workload); </li></ul><ul><li>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). </li></ul>
  8. 8. An example....
  9. 9. Tools <ul><li>www.nottingham.ac.uk/gradschool/crm/ </li></ul>
  10. 10. Next Steps <ul><li>Finished project end of Jan 09 (on time and on budget) </li></ul><ul><li>Dissemination </li></ul><ul><li>Tools ‘testing’ (July 09) </li></ul><ul><li>Thank You! </li></ul>

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