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JISC Relationship Management in Higher Education Way Forward Meeting
 

JISC Relationship Management in Higher Education Way Forward Meeting

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Projects from 16 UK Universities and one FE college gather to discuss their experiences using Service Design to enhance Student Retention, Completion and Satisfaction, Alumni Relationships and broader ...

Projects from 16 UK Universities and one FE college gather to discuss their experiences using Service Design to enhance Student Retention, Completion and Satisfaction, Alumni Relationships and broader customer relationship management

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  • Overview of ResourcesThe RM Programme will produce a number of resources:Just Enough RM ResourceCompendium of Good PracticePathways to Good Practicewhich will differ in size, authority and purpose and which will feed into a couple of planned events.
  • Just Enough RM (to get started) Resource - http://rminhe.pbworks.comA useful analogy would be a language learning resource: the Just Enough would give you the basics for a holiday, meeting and greeting, booking hotels etcA cluster of resources providing the minimum information to get people started in the area. A minimal, light-touch resource giving readers/users a generic overview of an area with one or two examples so they have just enough information to start their own improvement project in the given area. Just Enough is a ‘how-to’ kick-start enabler. Consisting of findings from Phase 1 of RM Programme – BCE CRM and SLRM (mostly at earlier stage of student lifecycle: application, enrolment, induction)Updates from this ProgrammeA quick way to find out about RM before delving deeper into more detailed resourcesComments are encouragedAvailable nowWill continue to be updated until the end of the CETIS RMSAS project
  • Compendium of Good Practice in RMThe compendium would also give you a rounded knowledge of the culture, grammatical knowledge, regional differences within the country etc. enabling you to move beyond being a consumer/tourist to being an active participant in the country and the culture (albeit temporary), able to make choices and adjustmentsA concise (i.e. no more than 30 pages) online compendium of good practice, covering the subject area for the wider sector. The Compendium attempts to act as a stand-alone, highly condensed online good practice guide covering the scope/territory in a reasonably complete way (OK, it can never be complete) so people can use and follow the guidance throughout their longer-term process of change implementation. The compendium will be stored by JISC InfoNet’ and will serve as an authoritative, stand alone guide on the matter (albeit will need updating probably every 2-3 yrs). It is a sort of condensed highly synthesised output from ‘research’ (the projects, analysis and synthesis of them, other inputs) written for the sector and publicly intelligible (unlike some other outputs of research which are written for peers).The star output!It will be developed as an InfoKit and will be hosted by JISC InfoNet with different ways to navigate through. It will also be available as a PDF for download.The following groups will input into the Compendium:Projects (green boxes):Case studies – these will be analysed and synthesised by Sharon (Strand 2) and Lou McGill (Strand 3), with examples being taken from the Case Studies identifying good practice, issues and benefitsVideos/audio – these will also be synthesised in conjunction with the Case Studies to ensure that all aspects have been captured. They will be hosted on JISC InfoNet’s BCE YouTube channelCritical Friends (blue boxes):Short commissioned articles: one by Lauren Currie (Let’s Do It! Let’s Service Design about using service design in HE/FE) to head up the Strand 2 section and one by Peter Kawalek (The Future of Alumni Engagement) for Strand 3Results from the Impact Analysis Evaluation being done by Alan Paull, Ian Moore and Martin Haywood – they will synthesise their findings from their contact with the projects and we’ll use any relevant parts as appropriateCETIS RMSAS:Intro/Exec Summary - of the overall issues, the purpose and nature of the work undertaken CRM Handbook Overview – a short section highlighting the CRM Handbook Resource developed by Strand 1 and putting it in contextConclusion/RecommendationsThe Compendium itself will then help to inform the following outputs:Pathway to Good Practice in RMWebinarJISC CETIS Conference session
  • Pathway to Good Practice in RMProvides more of a promotional/communications and marketing resource; i.e. it would advertise the benefits of following certain approaches and using particular (JISC) resources to learning the language (to continue the analogy) with very brief examples of those who have done so.A taster, comms and marketing document intended to pave the way to Compendium and Just Enough resourceWill be smaller at around 4 pagesHighlights the benefits and the business case to those we feel should be considering the area (a wide senior audience across the sector)It willinclude relevant examples from the sector such as quotes and illustrations from projects,headings such as context (where’s it come from, why would I want to do it), rewards (what are the wins), what we know already (what is it, why do universities need it, including project summaries and quotes), getting started (bulleted project steps and signposts to Just Enough and Compendium documentation), further information and resources.
  • EventsTwo events are also planned:Webinar – an overview of the findings of the RM Programme as a whole, open to everyone – likely to be in JanuaryJISC CETIS Conference session – similar to the webinar but face-to-face – likely to be end of February.
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JISC Relationship Management in Higher Education Way Forward Meeting JISC Relationship Management in Higher Education Way Forward Meeting Presentation Transcript

  • Sustaining Relationship Management After the programmeMyles Danson Alan PaullSimon Whittemore Martin HaywoodSharon Perry Ian MooreLisa Corley Lauren CurriePaul Hollins Peter KawalekJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 1
  • 10.00 – 10.10 Welcome Introductions and HousekeepingSimon WhittemoreJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 2
  • Objectives To reflect on the successes and impact of the programme To consider what challenges remain & explore strategies for dealing with them In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sectorJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 3
  • Agenda 10:00 – 10:10 Welcome (Simon, Lisa & Sharon) 10:10 – 10:30 The journey so far (Myles) 10:30 – 12:20 Strand 2, Sharing RM &the student experience Strand 3 Sharing Engaging Alumni using RM 12:20 – 12:50 CRM Handbook 12:50 – 13:40 Lunch 13:40 – 14:30 Surfacing impacts (Simon & CFs) 14:30 – 14:45 Resources for the future (Sharon & Lisa) 14:45 – 14:55 Coffee 14:55 – 15.45 Next steps forward (Simon & Myles) 15.45 – 15.55 Plenary & evaluation 16:00 CloseJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 4
  • 10.00 – 10.20 The Journey So Far Where have we come from?Myles DansonJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 5
  • September 2010Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 6
  • A Call for ProjectsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 7
  • Projects Appointed CRM Handbook Huddersfield Univ , Teesside Univ SLRM Progression / Retention Sheffield, Loughborough, Nottingham, Roehampton, Southampton, Derb y, North Glasgow College , UEL/AMOSSHE Alumni Engagement Brunel, Hertfordshire, Aston, UWIC, Kent, Surrey, GlasgowJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 8
  • Programme Designed 7/12/2012 | slide 9
  • RM Projects InnovateJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 10
  • Programme Level Outputs Emerge Briefing papers Managing your customers Draft of ‘Crib Sheet’ Just Enough (to get started in) Relationship Management Critical Friend Papers; Lauren ‘Service Design in HE’, Peter ‘Future of Alumni Engagement’ BCE CRM Handbook (AURIL Conference Launch) CASE Conference Compendium of Good Practice in Relationship Management Webinar in January 2013 Overview of RM (Good practice Guide) CETIS Conference Session on RM CompendiumJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 11
  • Project Outputs Emerge Case Studies (Progression / Retention) / Report (Alumni) Videos Impact Analysis Programme Evaluation / Completion Report (questionnaires) Financial Report (JISC budget template) CRM HandbookJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 12
  • RM Programme: Context Activities and OutputsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 13
  • 10.35 – 12.20 Sharing the RM ExperienceBreak out; Projects and Critical FriendsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 14
  • 12.20 – 12.50 The CRM HandbookStrand 1Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 15
  • 12.50 – 13.40 LunchJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 16
  • 13.40 – 14.30 Evaluation and Impact PanelSimon WhittemoreJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 17
  • Why Assess Impact?1. Learning and Improvement Optimise and inform current and future interventions - Help achieve success by advising on current plans - Promote evidence-based learning that informs future plans2. Accountability Provide accountability for JISC investments - Assess the impact of the investment - Assess value for money and fitness for purpose3. Project Value Ability to demonstrate value internally - Gain senior management support - A case for future investmentJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 18
  • Key principles  Self-evaluation – embedding the evaluation discipline at all levels  Measurement of change – baselines – indicators: evidence of change  Determining attribution – specific impact of JISC funding of the projectJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 19
  • JISC Invested in RM to:  Help professionalise mgt of business-critical relationships  Save costs, eliminate inefficiencies and improve processes  Help institutions avoid purchasing costly /divisive systems before business processes & policies to benefit from them  Enhance understanding of processes and their interdependencies across departments and functions  Improve the customer/partner experience  Help institutions identify and deliver increased value for – The institution itself – The customer/ partnerJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 20
  • Some Target Benefits  an enterprise-wide approach to developing and maintaining strategic relationships; better connectedness internally;  enhanced capability and good practice in RM processes, and in managing the change and investment management implications;  ability to identify ‘at risk’ students in order to reduce non- completion rates and improve student retention rates;  mutually beneficial alumni engagement enabled by web technologies and innovative information management;  use of service design, service blueprinting and process modelling techniques to improve the customer experience;  improved student experience, whether campus-based/ remote;  improved experience for business and community partnersJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 21
  • Critical Friends’ Emerging Impressions  Alan Paull  Martin Haywood  Lauren Currie  Peter Kawalek  Ian MooreJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 22
  • 14.30 – 14.45 Resources for the FutureSharon PerryLisa CorleyJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 23
  • Overview of Resources  Just Enough RM Resource  Compendium of Good Practice  Pathways to Good Practice  EventsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 24
  • Just Enough RM (to get started) Resource http://rminhe.pbworks.comJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 25
  • Compendium of Good Practice in RM Strand 2 Case Impact Analysis Studies (Student Evaluation Just Enough Videos/Audio Retention) Synthesis (Critical Friends)Let’s Do It! (Let’s The Future ofService Design) – Alumni Lauren Currie Engagement (Peter Kawalek) CRM Handbook Strand 3 Case Overview Studies (Alumni Engagement) Intro/Exec Conclusion/Recom Summary mendations Good Practice in JISC CETIS RM Webinar Conference 7/12/2012 | slide 26
  • Pathway to Good Practice in RM  Paving the way  Context, Benefits, Rationale  Signposts to Just Enough and CompendiumJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 27
  • Events  Webinar  JISC CETIS ConferenceJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 28
  • 14.45 – 14.55 CoffeeJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 29
  • 14.55 – 15.45 Next StepsMyles DansonSimon WhittemoreJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 30
  • JISC EA Road to Value  Explorer: researching, investigating EA, identifying potential change projects, developing a case  Adopter: planning, orienting, engaging with colleagues, designing a live project  Implementer: initial project under way, with training and support  Achiever: First results, impact and value evident - may be hard to quantify at this stage  Practitioner: EA is an established professional approach for strategic change and developmentJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 31
  • Relationship Management: A Road to Value? EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE Reporting & BUSINESS VALUE PARTNER VALUE INSTITUTIONAL Change Bus. Intell. CUSTOMER/ Policy Mgt Enablers Data Sharing Process Efficiency Service Design and Management Innovative Customer Engagement System interoperability STRATEGYJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 32
  • JISC Emerging Practices Initiative Identifies related artifacts Builds a curriculum Offers a range of delivery methodsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 33
  • Emerging Practices Initiative For RM Break into Groups (30 minutes) Construct an RM Road to Value (maturity stages, features, themes) Identify the issues that need addressing eg – Process Efficiency – Data Sharing – Policy Enablers – Change Management – Reporting and Business Intelligence Map in resources you have used / developed Identify any gaps!Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 34
  • Relationship Management: A Road to Value? EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE Reporting & BUSINESS VALUE PARTNER VALUE INSTITUTIONAL Change Bus. Intell. CUSTOMER/ Policy Mgt Enablers Data Sharing Process Efficiency Service Design and Management Innovative Customer Engagement System interoperability STRATEGYJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 35
  • Feedback 10 minutesJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 36
  • Moving from Project to Business Change JISC Strategic ICT Toolkit http://www.jiscinfonet.ac.uk/strategy/ict/ – organisations that deploy techniques to achieve stronger engagement with the strategic technology agenda are substantially more successful in delivering against their corporate goalsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 37
  • SICT Diagram 7/12/2012 | slide 38
  • UCLAN Diagram 7/12/2012 | slide 39
  • What Next JISC to consider building a EPI for an RM SICT Enabler EPI for RM providing mechanism for projects to continue RM work Projects to consider SICT with Senior Managers SICT to demonstrate your strengths in RM and help with business change SICT to demonstrate JISC opportunities elsewhereJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 40
  • 15.45 – 16.00 Plenary and FeedbackMyles DansonSimon WhittemoreSharon PerryPaul HollinsJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 41
  • Feedback How did we do? Objectives – To reflect on the successes and impact of the programme – To consider what challenges remain & explore strategies for dealing with them – In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sector Event evaluation form - http://www.surveygizmo.com/s3/975373/FinalRMJuly2012Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | slide 42
  • Thank You!Wishing you all a safe journey home and a successfulembedding of your project work so far!Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 7/12/2012 | | Slide 43
  • © HEFCE 2012The Higher Education Funding Council for England,on behalf of JISC, permits reuse of this presentationand its contents under the terms of the Creative CommonsAttribution-Non-Commercial-No Derivative Works 2.0 UKEngland & Wales Licence.http://creativecommons.org/licenses/by-nc-nd/2.0/ukJoint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12/07/2012 slide 44