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Student and Enrolment Services Division Bridging Functions & Cultures • Dave Hannah – Associate Vice-President, Student & Enrolment Services (SESD) • Kelly McInnes – Registrar & Director, Academic Services and Financial Assistance Student and Enrolment Services Division “Leadership and organizational change are more like tending a garden than building a deck” Me Student and Enrolment Services Division The first bridge Reorganization of the Office of the Registrar and Student Affairs and Services (R.O.S.S.) Student and Enrolment Services Division Key Event – 2001 • Registrar announces retirement • AVP Student Affairs announces retirement Student and Enrolment Services Division Response Provost initiates review of both portfolios Student and Enrolment Services Division Context: The way we were… Student and Enrolment Services Division Office of the Registrar Provost & Vice-President Academic Associate Vice-President & Registrar Assistant Registrar Enrolment Services Assistant Registrar Enrolment Management Assistant Registrar Information Technology & Office Management Student and Enrolment Services Division Student Affairs and Services Provost & VicePresident Academic Associate Vice-President Student Affairs & Services Director Student Counselling Director Student Health Centre Director Disability Services for Students Director International Students’ Office Director Aboriginal Students Centre Director Retention Services Director Student Employment & Career Centre Director Emergency/ Gov’t Loans Student and Enrolment Services Division The Review: Principles of Redesign • Quality of student experience is the central focus • Coordinated and integrated approach to service • Accurate, complete, timely and easy-to-access and understand information • Design around simplified core service processes Student and Enrolment Services Division The Review: Process • • • • • Stakeholder group interviews (60) Literature review Summary of best practices One site visit Understand the student perspective: Student survey, focus groups (11) & lifecycle analysis Student and Enrolment Services Division Outcome • One organization • A new leader Provost & Vice-President Academic Associate Vice-President Student & Enrolment Services Director Student Awards & Financial Aid Director Recruitment & Admissions Director Student Record Services Director Student Firstop Director Student Support Services Director Student Development & Academic Success Director Information Technology, Communications & Research Student and Enrolment Services Division Key Event – 2002 The first Associate Vice-President of Student and Enrolment Services is hired Student and Enrolment Services Division Context • • • • • • • Background Opportunities & expectations Heaven and Hell Major transitions Initial experiences Marching orders R.O.S.S. – the good, the bad and the ugly! Student and Enrolment Services Division Response • Build a new, unified division from the “two solitudes” – Hire 7 new directors in first 3 months – Transition staff to new structure and positions – Invent and implement a “one-stop” – Prepare divisional integrated plan Student and Enrolment Services Division Outcomes • Practical considerations: – Structures – Classification of and changes to positions – Coordination and division of labour – Budget (a mess!) – Redefining business processes Student and Enrolment Services Division Outcomes • Philosophical/cultural considerations – Overcoming history – A tale of two cultures – Lack of a common vision & values Student and Enrolment Services Division The second bridge Reorganization of Student and Enrolment Services Division Student and Enrolment Services Division Key Events: April – June 2004 3 directors leave opportunity for change! Student and Enrolment Services Division Context • • • • • • • “Something is rotten in the state of Denmark” Too many directors Inequity of director portfolios Diversity of experience, skill, goals Agendas: individuals/units vs. “the common good” “Things fall apart; the centre cannot hold” A new model is needed Student and Enrolment Services Division Response • Workplace assessment by external HR consultant • Major restructuring of the Division Student and Enrolment Services Division Outcomes • A new model Enrolment Services Director Associate Vice-President Administrative Support Student Retention, Support & Development Director Registrar, Academic Services & Financial Assistance Director Aboriginal Students Centre Registrar International Recruitment & Admissions Disability Services Academic Services Student Health & Counselling Transfer Credit & Prior Learning Assessment Financial Assistance & Awards Student Employment & Career Centre Orientation Student Central Retention Services Domestic Recruitment & Admissions Global Commons Student Advocacy Open Studies Advising Information Technology & Communications - Manager Student and Enrolment Services Division Outcomes • More balanced director portfolios – this worked well • Alignment and commonality of directors background & vision • Leaner management structure, more resources at staff level • Consolidation of and collaboration between units • Nascent divisional culture emerges Student and Enrolment Services Division Outcomes • Continuing OD work with HR consultant – Focus on leadership, alignment, mission, values – Development of leadership team: Directors and Managers • Complete overhaul of divisional budget • Revised mission statement and divisional values Student and Enrolment Services Division Mission Statement 2002 SESD’s mission is to contribute to the University’s mission by providing leadership in creating and sustaining a student-centered environment that enhances the individual student’s experience, assists them in achieving their goals, and facilitates their education and personal development. Working collaboratively with others, we are committed to serving the University by optimizing enrolment and upholding institutional and professional standards. Now SESD’s mission is student success. Student and Enrolment Services Division Values 2002 In achieving our mission and vision we are committed to the following values: 1. 2. 3. 4. 5. 6. 7. 8. Learning & Growth Student-centredness Diversity Quality Service Teamwork & Collaboration Initiative Accountability FUN! Now SESD values: Integrity People Service Learning Collaboration Accountability Student and Enrolment Services Division The third bridge Integration of the Student Information System Division Student and Enrolment Services Division Key Event – 2007 Student Information System moved into SESD Student and Enrolment Services Division Administrative Support Associate Vice-President Enrolment Services Director Domestic Recruitment & Admissions Registrar, Academic Services & Financial Assistance Director Student Retention, Support & Development Director Registrar Aboriginal Students Centre International Recruitment & Admissions Academic Services Disability Services for Students Transfer Credit & Prior Learning Assessment Financial Assistance & Awards Student Health & Counselling Orientation Student Central Student Employment & Career Centre Global Commons Retention Services Student Advocacy ? Information Technology & Communications Manager Open Studies Advising Student Information Systems Director Technical Support Business & Functional Analysts ? Student and Enrolment Services Division Response A review is initiated by AVP, Student and Enrolment Services Division Student and Enrolment Services Division Context • SIS was established as an autonomous unit • Reported to Associate Vice-President, Information Technology • SIS was seen as a potential catalyst for change within the University Student and Enrolment Services Division Context • • • • Staffing challenges Budget challenges Role confusion What next?? Student and Enrolment Services Division The Review: Principles • • • • • • • • • Consultation Transparency Campus-wide focus Leveraging/evolving our systems Business-driven Functional approach Sustainability Fairness Values-based approach Student and Enrolment Services Division The Review: Process • established a Review Team • hired external IT consultant • April – June: consulted broadly with staff from within units, Divisional managers and staff, and cross-section of stakeholders from across the institution. • reviewed functions, structures, processes, staffing/ resource requirements, business/working relationships between the units, relationships with key stakeholders • 100 hours of consultations involving almost 300 people Student and Enrolment Services Division Outcome • A new model Enrolment Services Director Domestic Recruitment & Admissions Administrative Support Associate Vice-President Registrar, Academic Services & Financial Assistance Director Student Retention, Support & Development Director Registrar Aboriginal Students Centre International Recruitment & Admissions Academic Services Disability Services for Students Transfer Credit & Prior Learning Assessment Financial Assistance & Awards Student Health & Counselling Orientation Student Central Student Employment & Career Centre Global Commons Retention Services Student Advocacy Open Studies Advising Title, TBA Director Desktop Support Local applications Reporting Communications Student Information System (SIS) business & functional analysts SIS technical staff to central IT Student and Enrolment Services Division SESD Timeline New AVP 7 First Director of Directors Director of Work starts hired New Student Enrolment on second begin Director of Retention, work in hired multi-year Enrolment Support & integrated • New Dev elopment plan Structure SESD hired approv ed Sep 2001 Apr 2002 May 2002 Sep 2002 May 2003 Jan 2004 Fall 2004 Apr 2005 Fall 2005 ROSS SESD is Restructuring - • Hired Financial project formed Phase 1 Analyst • Budget reallocations • Restructuring Phase 2 2006 Fall 2007 June 2008 Managers Sept - SIS joins integrated to SESD team/work on Oct - SESD's Mission & Integrated Plan Values submitted Student and Enrolment Services Division Observations • We have bridged cultures and function three times since 2002 • Lots of key events in a relatively short time span Student and Enrolment Services Division Reflections on Bridging Functions & Cultures • It’s important to understand & honour the old cultures • Culture change takes time! (8-10 yrs?) • Known & trusted leaders must articulate the reasons for change • It doesn’t just happen – intentional action needed • Need to engage ALL levels of leadership team • Leaders need to understand where staff are at (change ready or change resistant?) • Role of tension, fear, anxiety Student and Enrolment Services Division Reflections on Bridging Functions & Cultures • Problems can be opportunities for positive change • Need to attend to implementation • Don’t ignore the budget! • We have more commonalities than differences • Importance of common mission and values & alignment! • There’s no perfect structure - it’s more important to have the right people in the right roles • Importance of ongoing OD & planning for leadership team Student and Enrolment Services Division Reflections on Bridging Functions & Cultures Thoughts on Reviews: • Ensure the right people are doing the review (internal) • Communicate! choose over instead of under • Maintain transparency but protect confidences • Provide lots of points of entry for staff to participate • Need to balance internal & external consultations Student and Enrolment Services Division The Future . . . • We have been heavily internally focused for 5-6 yrs • We need to attend more to our external stakeholders • We have broadened our notion of who our customers are Students . . . . Colleges, other administrative units? Student and Enrolment Services Division The Road goes ever on and on Down from the door where it began. Now far ahead the Road has gone, And I must follow, if I can, Pursuing it with eager feet, Until it joins some larger way Where many paths and errands meet. And whither then? I cannot say.