A presentation about the Faculties Service Excellence Project which was designed to enhance the service culture in academic administration at Kent, AUA conference

1. Melissa Bradley, Chloé Gallien 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)
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3. Session Outline
• Welcome and Introductions
• University of Kent context
• Development of Project Idea
• Implementation of Project
• Learning Points
• What Now?
• Questions
• Discussion
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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.
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5. Context (II)
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• 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)
• The Faculty 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)
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7. How the Service Excellence 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
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8. Service Excellence Initiative aims
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• 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
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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
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13. Phase 1 - feedback and learning points
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• 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
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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
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16. Service Excellence Initiative - Implementation
Phase 3
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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
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18. Service Excellence Initiative - Implementation
Phase 4
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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
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20. Service Excellence Initiative - Implementation
Phase 5 - Poster Presentation Showcase
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21. Service Excellence Initiative - Implementation
Phase 5 - Poster Presentation Showcase
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• 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
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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
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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
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25. Challenges
• Getting logistics sorted
• 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
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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
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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
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28. Round up and Discussion
QUESTIONS?
SUGGESTIONS?
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29. AUA conference 25th March 2013Page 29

30. Contact details
• Melissa Bradley, 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
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