RM Final 260310
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Transcript RM Final 260310
JISC Relationship Management
After all, we are social animals
Simon Whittemore and Myles Danson
Part One: Context, objectives and benefits
Final Projects Meeting, 26 March 2010, York St John University
Myles Danson [email protected]
Simon Whittemore [email protected]
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | | Slide 1
Reminder: 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
18/07/2015 | slide 2
RM Programme – support and guidance provided
Consistent, reliable and ever-present support from CETIS RMSAS
Advice from Programme Managers on issues, deliverables etc.
Provision of:
– CRM Self-analysis Framework
– Quick guide to Service Design for HE (Derby expertise)
– Process modelling workshop
– Self- evaluation crib sheet
Advice and guidance from critical friends
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | slide 3
Managing processes to deliver services to the ‘customer’
INSTITUTIONAL PROCESSES
service offers
customer/ partner
WIDENING PARTICIPATION
PRE-APPLICATION
ADMISSIONS
courses,
placements etc.
ENROLMENT
students
INDUCTION
TEACHING AND LEARNING
PASTORAL CARE
EMPLOYABILITY
ASSESSMENT
GRADUATION
?
POST-GRADUATION
cpd
LIFELONG LEARNING
consultancy
research contracts
public events
information, facilities
EMPLOYER ENGAGEMENT
KNOWLEDGE TRANSFER / EXCHANGE
PUBLIC & COMMUNITY ENGAGEMENT
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
alumni
businesses
public, third sector
community & cultura
18/07/2015 | slide 4
Recap: why JISC Relationship Management (1)?
To help professionalise management of business-critical relationships
To save costs, eliminate inefficiencies and improve processes
To help institutions avoid purchasing costly and divisive systems which
do not fit business process requirements
To enhance understanding of processes and their interdependencies
To help institutions identify and deliver value for
– The institution itself
– The customer/ partner
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | slide 5
Recap: why JISC Relationship Management (2)?
To enhance the student experience – all types of students
Changing demographics – older/ remote students, Leitch targets etc
To focus on the customer dynamic
– Knowledge exchange + employer engagement: similar challenges
Economic pressures – partnerships necessary to survive + thrive……
Benefits of well-managed long-term relationships
– eg student-alumnus-employer
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | slide 6
Additional benefits of the RM projects
Identify skills requirements of effective relationship management e.g.
– Partnership management skills and protocols
– Service management skills and protocols
– Business process improvement skills – analysis, mapping etc.
Identify opportunities to provide new or enhanced services in areas not
currently covered by information systems (e.g. UCLAN)
– student placements and interest in jobs
– promotion of staff expertise
Explore new techniques for enhancing the student and customer
experience in e.g. service design
Enhanced communication across departments and functions
Improved operational alignment to strategic objectives
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | slide 7
JISC Relationship Management Projects – Where and Who – CRM
(Updated Mar 10)
CRM Process Improvement Pilots (13): generally between 29/06/09 - 30/04/10
Knowledge House
(Led by Newcastle University)
Zeynel Badak
[email protected]
Roehampton University
Stephen O'Regan
[email protected]
University of Hull
Vladimir Kislicins
[email protected]
York St John University
Laura Morrison
[email protected]
University of Central Lancashire
Phil Holifield
[email protected]
Doncaster College
Pat Meadows
[email protected]
Birkbeck University of London
Nyeche Nduka
[email protected]
Bournemouth University
Neil Warren
[email protected]
University of Salford
Sandra Macpherson
[email protected]
University of Huddersfield
Graham Worsdale
[email protected]
Loughborough University
Sally Brown
[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
18/07/2015 | 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
Linsey Cole
[email protected]
Kingston College
Julia Rogerson
[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
18/07/2015 | 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
Critical Friends:
Alan Paull
[email protected]
Mark Stiles
[email protected]
Martin Haywood
[email protected]
Chris Seow
[email protected]
Peter Kawalek
[email protected]
Thank you. Please spread the word!
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
18/07/2015 | slide 10