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The Faculties Service Excellence Project: Enhancing the service culture in academic administration at Kent, AUA conference
The document outlines the Faculty Service Excellence Project at the University of Kent, aimed at enhancing the service culture within academic administration. Initiated in response to a request for customer service training, the project focused on developing processes, people, and connections, culminating in various workshops and a showcase event to celebrate administrative staff efforts. Key learning points emphasized the importance of collaboration, continuous engagement, and adapting to feedback for future initiatives.
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The Faculties Service Excellence Project: Enhancing the service culture in academic administration at Kent, AUA conference
- 1. Melissa Bradley, ChloéGallien and Linda Lough The Faculties Service Excellence Project: Enhancing the service culture in academic administration at Kent
- 2. Welcome / Introductions •Melissa Bradley, Faculty Administration Manager, University of Kent (m.v.bradley@kent.ac.uk) • Chloé Gallien, Faculty Administration Manager, University of Kent (c.gallien@kent.ac.uk) • Linda Lough, Faculty Administration Manager, University of Kent (l.m.lough@kent.ac.uk) AUA conference 25th March 2013Page 2
- 3. Session Outline • Welcomeand Introductions • University of Kent context • Development of Project Idea • Implementation of Project • Learning Points • What Now? • Questions • Discussion AUA conference 25th March 2013Page 3
- 4. University of Kent– Context (I) • Founded in 1965 • 19,665 students and 3,152 members of staff • Locations in Canterbury, Medway, Brussels, Paris, Rome and Athens • Three faculties (Humanities, Sciences and Social Sciences), comprising 19 academic schools and 3 academic centres. AUA conference 25th March 2013Page 4
- 5. Context (II) AUA conference25th March 2013Page 5 • The Faculty Manager roles at Kent were created in 2009 as a consequence of a University wide administration review which recommended that all academic administration services should be brought together under one structure • The purpose of the changes was to develop the efficiency, effectiveness and consistency of the University’s administration, provide a professional support structure and career development opportunities for administrative staff • Previously many of the administrative functions in the 19 academic Schools had developed in an ad hoc fashion according to local contexts
- 6. Context (III) • TheFaculty Managers at Kent outlined 4 key aspirations: Developing processes Developing people Developing connections Developing strategic awareness These linked to the University’s vision of: • Operating in an efficient, effective, sustainable and professional manner, (Institutional Plan 2009-2012) AUA conference 25th March 2013Page 6 i
- 7. How the ServiceExcellence Initiative developed • Request from a School for customer service training • Discussion among Faculty Administration Managers in consultation with Learning & Development • Interest from Schools; addresses three of key aspirations (processes, people and connections) • Enhancing Service Excellence established as a high priority and the original idea evolved into agreement to run a year long initiative • Establishment of Project Team and admin support • Project notes and actions recorded by Project team AUA conference 25th March 2013Page 7
- 8. Service Excellence Initiativeaims AUA conference 25th March 2013Page 8 • To provide wider access to different learning and development methods • To facilitate joined up thinking and understanding e.g. breaking down silos • To enable sharing of good practice across the different Schools and Faculties • To provide a forum for staff to meet one another and put faces to names • Above all to celebrate the service delivered by administrative staff to students and academics as well as to other professional colleagues
- 9. Service Excellence Initiative- Implementation Phase 1- Half-day Conference AUA conference 25th March 2013Page 9
- 10. Academic Division -Service Excellence Conference, 12 January 2012 Keynes College Outline Plan for the day 9.00 Arrival and refreshments. Keynes Atrium (following sessions in KLT1 up to the break at 10.45) 9.15 KLT1 Welcome and context Jon Pink Academic Registrar 9.35 KLT1 Keynote session 1 The Only Cake Shop In Town: The Language of Signs and First Impressions A talk with some audience participation looking at first impressions that service users may get, and how this may affect their attitude and behaviour. Ash Charlton Ace Training Courses 10.05 KLT1 Keynote session 2 Student perspectives on service Rethinking roles in Higher Education An opportunity to understand new perspectives on student expectations and how different services and interactions relate to different aspects of the student experience. Tom Ritchie President, Kent Union 10.25 KLT1 Keynote session 3 What does ‘Excellent Service’ really mean? Stories from a weary traveller This session presents contrasting examples of service seen from the service-user’s perspective. This draws on aspects relevant service at the university. How does this affect the way we should look at the service we offer? Simon Black HR Learning & Development, University of Kent 10.45 BREAK refreshments + movement to seminar rooms for workshops
- 11. Academic Division -Service Excellence Conference, 12 January 2012 Keynes College Outline Plan for the day 11.00 WORKSHOP SESSIONS (note room allocations) Workshop 1A Workshop 2A Workshop 3A Workshop 4A Workshop 5A Workshop 6A Workshop 7A Workshop 8A Workshop 9A 11.10 Ash Charlton KLT 5 Providing Service Excellence to Service Users: Staying Sane Input and interactive activity Sarah Williams Coralie Norwood KS12 Service philosophy at Commercial Services through the staff lifecycle Talk with questions Alan Fox KS11 Discovering tips for Improving Customer Service Skills Talk with questions Simon Black KS15 Improve service value and flow: where to start Input and interactive activity Anne Rushworth KS13 Moments of truth: making a positive impression Input and interactive activity Farzin Deravi KS14 Administrative service charter and shared Mission Talk with discussion Tom Ritchie/ Cindy Vallance KS16 Engaging students as co- producers Input and interactive activity Jon Pink KLT6 FISH philosophy Discussion Video Questions Mary Ann leLean KS17 Step Changes in a Service Culture; A Case Study from the Entertainment Industry Interactive workshop 11.40 Movement time Delegates to leave feedback on workshops - session A Workshop 1B Workshop 2B Workshop 3B Workshop 4B Workshop 5B Workshop 6B Workshop 7B Workshop 8B Workshop 9B 11.50 (Repeat Sessions) Ash Charlton KLT 5 Providing Service Excellence to Service Users: Staying Sane Input and interactive activity Sarah Williams Coralie Norwood KS12 Service philosophy at Commercial Services through the staff lifecycle Talk with questions Alan Fox KS11 Discovering tips for Improving Customer Service Skills Talk with questions Simon Black KS15 Improve service value and flow: where to start Input and interactive activity Anne Rushworth KS13 Moments of truth: making a positive impression Input and interactive activity Farzin Deravi KS14 Administrative service charter and shared Mission Talk with discussion Tom Ritchie/ Cindy Vallance KS16 Engaging students as co- producers Input and interactive activity Jon Pink KLT6 FISH philosophy Discussion Video Questions Mary Ann leLean KS17 Step Changes in a Service Culture; A Case Study from the Entertainment Industry Interactive workshop 12.20 Movement time Delegates to leave feedback on workshops - session B (return to main lecture theatre KLT1) 12.40 KLT1 Plenary Session (return to main lecture theatre) Key service messages Clear next steps for teams 13.00 Close
- 12. Phase 1 -feedback and learning points AUA conference 25th March 2013Page 12
- 13. Phase 1 -feedback and learning points AUA conference 25th March 2013Page 13 • Timing of event good • Pros and cons of making it mandatory • Importance of logistics • Importance of clear instructions • Need for administrative support • Need to be ruthless with sticking with time • Participants particularly enjoyed participative workshops; felt too short • Not long enough?
- 14. Service Excellence Initiative- Implementation Phase 2- Project identification AUA conference 25th March 2013Page 14
- 15. Phase 2 –feedback and learning points NEED to • Ensure buy-in at all levels • Identify and work with champions • Identify struggling teams • Provide more support • Continue communication AUA conference 25th March 2013Page 15
- 16. Service Excellence Initiative- Implementation Phase 3 AUA conference 25th March 2013Page 16
- 17. Phase 3 –feedback and learning points • Positive response to format • Provided discussion opportunities for all • Ideas, suggestions and disagreements • Timing of event • Location difficulties • Timing and layout crucial • Provide information on liquid café beforehand AUA conference 25th March 2013Page 17
- 18. Service Excellence Initiative- Implementation Phase 4 AUA conference 25th March 2013Page 18
- 19. Phase 4 –feedback and learning points • Participants thought timing of this good • Support given for preparation of posters • Run check-in sessions during the summer • Provide support for the project rather than just for preparation of posters • Make more use of champions to enthuse others AUA conference 25th March 2013Page 19
- 20. Service Excellence Initiative- Implementation Phase 5 - Poster Presentation Showcase AUA conference 25th March 2013Page 20
- 21. Service Excellence Initiative- Implementation Phase 5 - Poster Presentation Showcase AUA conference 25th March 2013Page 21 • A follow-up event for all the teams was planned form the beginning to share project case studies and disseminate good practice. • Evolved into a poster presentation showcase to share ideas, changes, results, projects and progress achieved over the past 9 months.
- 22. Phase 5 –feedback and learning points • Senior staff engagement • Enhanced visibility of academic administration • Use of Prizes and awards • More focus on the administrators rather than showcase • Ask attendees to ask more questions about the projects themselves • Change timing of the event • Earlier and repeat communication about the showcase • Ensure that ALL administrative staff attended AUA conference 25th March 2013Page 22
- 23. Service Excellence Initiative– Follow up • Focus on project dissemination and feedback • Surveyed all participants at the end of the initiative and recently held a review meeting of the project team AUA conference 25th March 2013Page 23
- 24. Aims and Outcomes •Involve as many staff as possible • Sustained project • Collaborative • Bring in outside perspective • Different types of learning sessions • Give staff opportunity to exchange and network • Make staff experience academic-type conference • Promote team-building • Strive for consistency while allowing for local context • Raise profile of professional support staff • Celebrate achievements AUA conference 25th March 2013Page 24
- 25. Challenges • Getting logisticssorted • Getting buy-in from Deans and Heads of School so that they would support the project and encourage their staff • Getting buy-in from staff • Taking staff out of their comfort zone into a type of event they had not experienced before • Getting staff to think about different ways of doing things and start a specific project despite workload • Keeping the momentum beyond the one year AUA conference 25th March 2013Page 25
- 26. Key Learning Points •Team approach rather than relying upon one individual and involving staff from across the University • Use champions more • Establish and adhere to a series of timelines/set tasks for Project Team and having dedicated administrative support • Be aware of peak pressure times in Schools and plan timing of events accordingly • Be flexible in response to participant feedback • Be supportive of staff who are being particularly challenged by the project • Importance of a project sponsor and capturing the story- Importance of communication and publicity before, during and after AUA conference 25th March 2013Page 26
- 27. Where to Now? •Build on what has been achieved • Spread the word • Biennial event • What do staff want? • Provide opportunity for staff to discuss and decide on the way forward AUA conference 25th March 2013Page 27
- 28. Round up andDiscussion QUESTIONS? SUGGESTIONS? AUA conference 25th March 2013Page 28
- 29. AUA conference 25thMarch 2013Page 29
- 30. Contact details • MelissaBradley, Faculty Administration Manager, University of Kent, 01227 823753, m.v.bradley@kent.ac.uk • Chloé Gallien, Faculty Administration Manager, University of Kent, 01227 823670, c.gallien@kent.ac.uk • Linda Lough, Faculty Administration Manager, University of Kent, 01227 827371, l.m.lough@kent.ac.uk AUA conference 25th March 2013Page 30