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Customer Liaison
   The Salford Journey




Carol Hughes
Acting Associate Director & Head of Liaison Services   UCISA – 22...
Outline of Session

• Background Context - Information & Learning Services (ILS) at
  Salford
            what our service...
Corporate                                                      e Resources
  CONTEXT                  Repository
         ...
ILS customers


                                                              *
                                          ...
Internal Customers




                                                           5
          Transforming the experience ...
KEY AIM OF
Liaison and Support Unit



To ensure that ILS services
and resources meet the needs
of our customers and that ...
Evolving Structure
                             Liaison and Support (2003- 2007)
                                         ...
Initial Relationship Management
      Enabling and Facilitating




Any time, Any place, Anywhere



                     ...
Liaison Services
                               December 2007
                         RELATIONSHIP MANAGEMENT
           ...
Key Responsibilities

•   Relationship management and customer account planning
          Collation and action on Customer...
Definition of Customer Plans



 A series of actions designed
 to achieve the efficient and
 effective delivery of
 inform...
Holding up the mirror


•   Here is what we are doing for you – is it what you want?
•   What are you planning that will r...
Customer Planning Template


• Service Catalogue (Service Desk stats)
• Training stats –
• Info Lit stats & VLE usage stat...
Issues with Liaison structure and
with Customer Plans

STRUCTURE
• Inequity of staffing
• Inequity of student experience
•...
Overarching Liaison Objective
         --- Achieving Synergy


             Business Model

    People                    ...
Questions?


• C.Hughes@salford.ac.uk (until 31st July 2009)




                                                    16
  ...
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Customer Liaison - The Salford Journey

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Presentation at the UCISA 'Customer Liaison - A Framework for HE' event on 22 April 2009
Carol Hughes, Acting Associate Director & Head of Liaison Services, Information & Learning Services, University of Salford

Published in: Education, Business, Technology
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Transcript of "Customer Liaison - The Salford Journey"

  1. 1. Customer Liaison The Salford Journey Carol Hughes Acting Associate Director & Head of Liaison Services UCISA – 22nd April 2009 Information & Learning Services
  2. 2. Outline of Session • Background Context - Information & Learning Services (ILS) at Salford what our services are who our customers are • How we initially organised to liaise with customers (2003 - 2008) • Ongoing Development - tools we utilise Service Desk (service catalogue) Relationship Management skills Customer Account Planning • Lessons learned along the way • Still on the journey – Liaison & Support 2009 2 Transforming the experience through excellence
  3. 3. Corporate e Resources CONTEXT Repository PDP Divisional External Responsibilities Resources and Collections SIS VLEs VIRTUAL Finance Identity HR Learning Manage- Timetabling Repository ment CRM etc. Faculty IS Student Office Service Office Desks Learner Centred Business Systems Peers Office External Tutors Clients Learner Research Community Buildings AV and Print Physical Services Environment Documents Networks Learning Telephony PHYSICAL Mobility Materials Books IT Equipment (h/w & s/w) Printed Materials Support & 3 Training Tony Lewis, Director, ISD Feb 07
  4. 4. ILS customers * V I Research for the Real World S MISSION * I O N Finance HR Estates * Information Services 4 Transforming the experience through excellence
  5. 5. Internal Customers 5 Transforming the experience through excellence
  6. 6. KEY AIM OF Liaison and Support Unit To ensure that ILS services and resources meet the needs of our customers and that they have the knowledge and skills to exploit them fully 6 Transforming the experience through excellence
  7. 7. Evolving Structure Liaison and Support (2003- 2007) Associate Director Research, Faculty A Faculty B Faculty C Faculty D Administration Enterprise and Partnerships Liaison Liaison Liaison Liaison Liaison Manager Manager Manager Manager Manager Liaison Manager Training 3 Liaison Officers Liaison Officer IT Liaison 3 Liaison Liaison (Research) Officer 2.5 Liaison Officers Officer Officers Learning advisor 1 X Skills Dev 1 IT Liaison Manager Officer IT Liaison Learning Information IT Liaison (Enterprise & 3 Business Officer advisor Assistant 4 x ICT Skills Officer Partnerships) Systems Trainers Trainers Information 1 Learning Learning Assistant 1 x Information advisor 0.5 Learning advisor Skills Trainer Advisor 0.5 x Training Administrator CS3 7 Transforming the experience through excellence
  8. 8. Initial Relationship Management Enabling and Facilitating Any time, Any place, Anywhere 8 Transforming the experience through excellence
  9. 9. Liaison Services December 2007 RELATIONSHIP MANAGEMENT Head of Liaison Services Carol Hughes (Offices of VC& Registrar ILS) r Liaison Manager Liaison Manager Liaison Manager Liaison Manager Liaison Manager Dean A Dean B Dean C Dean D Executive Director of Director PVC (Academic) Exec Director of Executive Student Enterprise & Finance, Director of Information Development Director of Estates & Student Services Exec Director of Property Director of Human Director of Services, Performance & Commercial Director of OHSS Resources Planning Services Director of Head of Change Governance & PVC (Research), Management Compliance Services ICT Liaison Officer ICT Liaison Officer 1 ICT Liaison Officer ICT Liaison Officer ICT Liaison Officer
  10. 10. Key Responsibilities • Relationship management and customer account planning Collation and action on Customer Feedback Initial Requirements gathering Communications & Liaison • Training & User Support Inductions (all staff and students) Training (Business Systems and ICT) • Information skills development & delivery • Collection development (software, information resources) Alignment with learning/research/enterprise strategies • On-going support for programmes and learning Validation, audit, accreditation visits 10 Transforming the experience through excellence
  11. 11. Definition of Customer Plans A series of actions designed to achieve the efficient and effective delivery of information services which satisfactorily meet customers’ current and developing needs. 11 Transforming the experience through excellence
  12. 12. Holding up the mirror • Here is what we are doing for you – is it what you want? • What are you planning that will require our help? • If you want our service changing – Request for Change • Service Desk call reports – training issues? • What are your long term strategic priorities? Impact of longer term developments – larger projects and helping with business case and establishment of Project teams • What do you want that is new – Requests for Development • Why are you not using what we provide? (evidence with Stats) • Agreement on priorities for next period and review quarterly by monitoring against plan 12 Transforming the experience through excellence
  13. 13. Customer Planning Template • Service Catalogue (Service Desk stats) • Training stats – • Info Lit stats & VLE usage stats • Project progress reviews • Info Resources budget • NSS Issues & APR issues • Agreement on University Drivers/strategic objectives • Your priorities (new developments) • Our priorities • Negotiation 13 Transforming the experience through excellence
  14. 14. Issues with Liaison structure and with Customer Plans STRUCTURE • Inequity of staffing • Inequity of student experience • Lack of resilience SKILLS • Relationship management skills • Measuring Expectations PROCESS • Liaison Services not fully embedded in Service Desk • Value of Value added • Backing of all units 14 Transforming the experience through excellence
  15. 15. Overarching Liaison Objective --- Achieving Synergy Business Model People Process Systems INFRASTRUCTURE 15 Transforming the experience through excellence
  16. 16. Questions? • C.Hughes@salford.ac.uk (until 31st July 2009) 16 Transforming the experience through excellence

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