Transcript Slide 1

SLRM – Group 4
Kingston College
Swansea University
University of Derby
Goldsmiths, University of London
26th March 2010
Services
• are intangible
• have benefits
• are perishable (time and place dependent)
– cannot be stored or transported
• are inseparable from the service provider
• are often inconsistent or variable in quality
– especially personal services eg hairdressing
• cannot be owned
Blueprint for current enrolment
Version 2 – 06/11/09
Acronym Key:
SAS: Support and Advisory Service
ALF: Access to Learning Fund
DSRL: Derby Student Residential Ltd
QED: Quality Enhancement Department
SRF: Student Records & Fees
SSSD: Student Systems Support & Development
Stage
Open day
Application
1 day
Participants
Admissions,
faculty and
marketing
staff Student
and families,
SAS, ALF
and Bursary,
DSRL,
Finance
Receive
Offer
Up to 5 days
UCAS,
Admissions,
International
office,
faculties,
Careers
centre
Pg 1 of 2
NO
UCAS,
admissions,
Careers
centre,
faculties,
Internationa
l office
Visit Day
Acceptance
Confirm
place via
UCAS
Invite
to join
Uni
Invitation to
online enrol
Student views
enrolment pages
and enrols
online
Problem with
OLE
From end of August –
late September
YES
SRF
Problem
resolved?
Completion
of online
enrolment
Halls/
Accommodation
1 day
24 hours
Admissions,
Faculties,
Marketing,
Student and
families,
SAS, ALF
and Bursary,
DSRL
UCAS,
admissions
End of August
UCAS
admissions,
(DSRL)
Faculties,
admissions,
SRF, OLDL
team
Faculties/
Admissions
YES
Last weekend in September
Website
Website,
prospectus,
email,
phone call,
letters
Website,
paper form, in
person/
phone/letter/
email contact
Online,
paper
form
Website,
prospectus,
email,
phone call,
letters
Online,
paper
form
Online,
paper
form
Letters/
Joining
instructions
Website –
SSE and
info for
guidance
Email/
phone/
counter
support
1st day of Semester
Bus driver, gate
keeper, security
SRF
DSRL,
Finance
(students
can pay
here for
enrolment)
NO
Tangiable/
Intangiable
evidence
Arrival: On
campus
Website and email
Car parking, Uni bus,
directions, signposting,
gatehouse greet, exterior
of building and campus
groups
Student
drops out
of OLE –
Has to
SSE on
campus
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Back
Office
Support
Invitations,
dates and
times
agreed,
marketing
event
QED,
Programme
structure,
codes,
marketing, open
days,
information
provided,
programme
team, creating
curriculum,
validation,
VARSP, faculty,
admissions,
input into
UCAS, online
applications,
UCAS,
requirements of
entry
Admissions,
programme
team schedule
interviews,
send letters,
contact
student,
review
application
against entry
requirements,
put in offer/
reject into
UCAS system,
email student
offer
Invitations,
dates and
times agreed,
marketing
event
Admissions
email
acceptance of
place, student
accepts place
Results
received from
UCAS,
admissions
results
compared to
offers,
admissions
email confirm
place to
student,
Produce
faculty and
programme
specific
letters
Admissions
Matriculate
Admissions,
SRF, SSSD
UCAS,
Admissions,
PeopleSoft,
Clearing,
mass
matriculation
and term
activation,
fees build
SRF and
faculties
update
website in
regards to
enrolment/
inductions/
specific
information,
FPL have
their own
process/
web pages
Auditing
Email/
phone
support
Module
information
available
online
SYSTEMS
PeopleSoft Students
RMS
Admissions
Enrolment
schedule and
staff training,
rooming,
faculty
communicati
on, IT
support
Safe and secure
environment,
maintenance of exterior/
grounds, bus service,
other information
Kradle
Key Benefits:
Improved communication to applicants via the ‘Getting Ready to Study’ portal
Buy in at a senior management level for the importance of Service Design
methods
Increased knowledge and understanding of student perceptions and expectations
of the enrolment process
A cultural shift towards increased student participation in shaping college
objectives by embedding the ‘Student Voice’
54% increase
in online
application
take-up
57% conversion
rate from Open
Days
Swansea University – EITM
Project
 How emotions impact student experience
 Social Networking sites and impact on student
engagement.
 Improved communication with students – Right Time,
Right Format
Outcomes:
 Students preparedness for study & transition to HE.
 Use of enrolment/ induction and understanding what
students want. Eg: social 'team building events‘ (Focus
group/ Interview feedback)
 SMT acceptance and ownership of the project
 Importance of service design
www.swansea.ac.uk
DERBI Service Enhancement –
interventions for September 2010
•
•
•
•
•
•
•
Manage supply
Smooth the service by managing demand
Review Servicescape
Establish minimum service standards
Poka-yokes (mistake-proofing)
Improve communication (remove jargon)
Use SMS for password issue
Goldsmiths - GoSLuRP
Benefits Realisation
• Internal dissemination
• Cross departmental workshops/focus groups
• Continue Service Design/Blueprinting
• Student Records System implementation
• Engagement with Personal Tutors
• Extended Student Induction
Where’s the IT?
• Disjointed/ disconnected approach to IT systems
• Solutions don’t start at a specification of requirements
• Student Records Systems Development (On-Line
Enrolment)
• Data Quality (implications for module registrations,
assessments, alumni, HESA etc)
• Managing Student Communications
• Software Tools for Mapping etc (Visio, ArchiMate)
• Use of Social Networking Sites for Project Management
(Blogging, Twitter, Skype)
Collective Experience
• Moving forward the student experience
• Service design – knowledge, experience & tool
for change management
• Blue printing as a diagrammatic representation
of complexity
• Benefits realisation will be after the project
completes!
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