RM Overview start-up
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Transcript RM Overview start-up
JISC Relationship Management
Deriving Value from Strategic Relationships
Simon Whittemore and Myles Danson
Overview for CRM + SLRM Process Improvement Pilots
Start-up Meeting, 29-30 July 2009, Aston Business School
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | | Slide 1
What does JISC mean by Relationship Management?
Supporting institutions in managing:
The processes, practices, information and
systems involved in managing relationships*
To enable them to derive benefits
from a coherent approach to customer/partner value.
* Emphasis is on the beneficiaries of institutional services, rather than suppliers
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 2
Background to JISC Relationship Management
Extension from Business and Community Engagement (esp. CRM),
combination with Student Lifecycle Relationship Management (SLRM)
Gradual convergence between enterprise-wide CRM for BCE + SLRM
Formative work:
– Initial CRM good practice event at Coventry in 2007:
http://www.jisc.ac.uk/events/2007/06/crmpractice.aspx
– Study: CRM Issues in HE by KSA Partnership
http://www.jisc.ac.uk/media/documents/themes/bce/crmstudyfinalreport20070817.pdf
– Study: Student Lifecycle Relationship Management by Delyth Chambers + Alan Paull
http://www.jisc.ac.uk/publications/documents/slrmfinalreport.aspx
Coherent processes, policies, practices, information flow +
interoperability generally under-developed across sector in both areas;
Potential benefits significant….. See CRM Phase 2: Self-analysis
Framework…..
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 3
Why is JISC developing this new area of Relationship Management?
To help professionalise management of business-critical relationships
To help institutions add mutual business value
Student-employer-institution interactions increasingly significant
To enhance the student experience – all types of students
Knowledge exchange + employer engagement: similar challenges
Changing demographics – older/ remote students, Leitch targets etc
Economic pressures – partnerships necessary to survive + thrive……
JISC Relationship Management Programme Managers:
Myles Danson [email protected]
Simon Whittemore [email protected]
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 4
What we mean by Business and Community Engagement (BCE)
Strategic management of relationships*
with external partners and clients,
and of the associated services.
Covers 4 closely-related Strategic Areas*:
Knowledge transfer/ exchange (KE)
Employer Engagement (EE)
Public/ Community Engagement (PE)
Lifelong Learning (LL)
Typically services such as:
CPD, workforce development (EE); Consultancy, collaborative research (KE)
Public lectures, events, festivals etc. (PE); Community-based learning (LL)
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 5
JISC Business and Community Engagement (BCE): Why?
Wider benefits:
Highly skilled, versatile workforce; innovative, sustainable business economy;
cohesive and inclusive society.
Institutional benefits
Efficiency
use of information + resources hence better effort-outcome ratio
Cohesion
cross-dept reporting, interoperability, cross-selling, shared purpose
Sustainability
market position, reduced gap: strategic intent-operational reality
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 6
JISC BCE Stream 1 (of six) – Enhancing Knowledge Management
Target Benefits
1 ENHANCING KNOWLEDGE MANAGEMENT
Supporting institutions in sustainable systems and ICT strategies for the
enhanced management and exploitation of knowledge assets.
Integrated management and exploitation of business critical
knowledge assets for enhanced BCE;
Easier reporting and more informed and resource-efficient strategic
decision-making;
More effective management and promotion of resultant knowledge/
expertise, offers and related business and market intelligence.
JISC BCE Programme Manager: Simon Whittemore [email protected]
http://www.jisc.ac.uk/whatwedo/programmes/bce.aspx
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 7
JISC Relationship Management Projects – Where and Who - CRM
CRM Process Improvement Pilots (13): generally between 29/06/09 - 30/04/10
Knowledge House
(Led by Newcastle University)
Julie Swinbank
[email protected]
Roehampton University
Stephen O'Regan
[email protected]
University of Hull
Chris Awre
[email protected]
York St John University
Andy Smith
[email protected]
University of Central Lancashire
Phil Holifield
[email protected]
Doncaster College
Joan Faraday
[email protected]
Birkbeck University of London
Nyeche Nduka
[email protected]
Bournemouth University
Adrian Cox
[email protected]
University of Salford
Stephen Waterworth
[email protected]
University of Huddersfield
Denise Downs
[email protected]
Loughborough University
Sally Mason
[email protected]
Coventry University
Lorna Everall
[email protected]
University of Wales Newport
Lee Jenkins
[email protected]
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 8
JISC Relationship Management Projects – Where and Who - SLRM
SLRM Pilot Projects (7): generally between 29/06/09 - 30/04/10
University of East London
Sarah Frame
[email protected]
Kingston College
Andrew Williams
[email protected]
University College Birmingham
Melanie Shaw
[email protected]
University of Derby
Sue Morrison
[email protected]
University of Hertfordshire
Nigel Culkin
[email protected]
Goldsmiths, University of London
Geraint Fox
[email protected]
Swansea University
Simon Wright
[email protected]
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 9
JISC Relationship Management –
Support Analysis and Synthesis Project (RM SAS)
Support, Analysis and Synthesis (01/08/09-31/07/10)
JISC CETIS
Paul Hollins – Project Director
[email protected]
JISC CETIS
Scott Wilson – Technical Lead
[email protected]
[email protected]
JISC CETIS
Sharon Perry – Synthesis and
Dissemination
Plus other CETIS resources and ‘critical friends’
who are experts in CRM or SLRM area…….
Thank you and enjoy the event!!
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
17/07/2015 | slide 10