03 CRM Self Analyisis Tools


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03 CRM Self Analyisis Tools

  1. 1. JISC Project: CRM Self Analysis Tools Project Findings, Tools and Wider Applicability Dr Matthew Donaghy Project Manager
  2. 2. 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! Proposal Writing Skills for Scientists and Engineers
  3. 3. What did we deliver? Process Maps Self Analysis Tools (‘Easy to Use’, Open Source) On how different HEIs Focussing on how HEIs can (peripheral, tactical, think through people, strategic) manage their process and technology processes where CRM and issues prior, during or after BCE are concerned 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 Proposal Writing Skills for Scientists and Engineers
  4. 4. How did we do it? Team Work! Project Advisory Group (Academics, Staff, External Organisations) Process Mapping and Research! Project Manager • Over 20 Institutions (HEIs and FECs) • Peripheral, Tactical, Strategic Process Mapper / Process Mapping Tools Developer Support Proposal Writing Skills for Scientists and Engineers
  5. 5. 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 Proposal Writing Skills for Scientists and Engineers
  6. 6. An example.... Business Engagement – From University to Company End No Company Business/ Company Telephone/Email/ Yes Participation and Face-to-Face Financial Support Contact Agreement on Research/Project End No No Development University Business Funding Pre-Award Team Yes Team Opportunity for Sign Contract Post-Award Team Evaluation Research Project Monitor Start 3-6 Months Yes Submit Application Project approved? Department/ Academics Email/ School/ Discussion on the No Telefone/ Estblish Cooperate Carry out Research Completion of Research Project Research and Project Proposal Meeting Contact Partnership Project? Research Project Written Report Project Academics Yes 1 Students Research Student Working on the 2 Research Project End 3 Department Finance Receive Research Funding Proposal Writing Skills for Scientists and Engineers
  7. 7. 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). Proposal Writing Skills for Scientists and Engineers
  8. 8. An example.... Commercial Enquiries Enquiry received and details put on “My Projects” by the Commercial enquiry Regional enquiry commercial development team Skills/services search using “My Projects” Enquiry passed Already have a contact to commercial N within the university? development team Can university meet Regional customer N Knowledge N requirements? House Process Y Y Client and Consultant introduction Can the contact help Does the contact know N and discussions regarding proposal directly? anybody who can help? and delivery Y Proposal and contract sent Y Introduce useful contact Client accept Discussions and University Details put on Revise proposal proposal with “My Projects” and update cost client Request purchase order and start work Changes Y required? N Make enquiries and issue further instructions Carry out work Progre ss monitor ing Is the work N complete? Y Invoice issued and paid Proposal Writing Skills for Scientists and Engineers Feedback sought, project reviewed & records archived
  9. 9. Tools www.nottingham.ac.uk/gradschool/crm/ Proposal Writing Skills for Scientists and Engineers
  10. 10. Conclusion • Tools ‘testing’ • Wider applicability of tools Thank You! Proposal Writing Skills for Scientists and Engineers