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 m.danson@jisc.ac.uk
Simon Whittemore s.whittemore@jisc.ac.uk
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 s.whittemore@jisc.ac.uk
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
j.swinbank@knowledgehouse.ac.uk
Roehampton University
Stephen O'Regan
s.oregan@roehampton.ac.uk
University of Hull
Chris Awre
c.awre@hull.ac.uk
York St John University
Andy Smith
a.smith@yorksj.ac.uk
University of Central Lancashire
Phil Holifield
pholifield@uclan.ac.uk
Doncaster College
Joan Faraday
joan.faraday@don.ac.uk
Birkbeck University of London
Nyeche Nduka
n.nduka@bbk.ac.uk
Bournemouth University
Adrian Cox
acox@bournemouth.ac.uk
University of Salford
Stephen Waterworth
s.d.waterworth@salford.ac.uk
University of Huddersfield
Denise Downs
d.downs@hud.ac.uk
Loughborough University
Sally Mason
S.A.Brown@lboro.ac.uk
Coventry University
Lorna Everall
l.everall@coventry.ac.uk
University of Wales Newport
Lee Jenkins
lee.jenkins@newport.ac.uk
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
s.frame@uel.ac.uk
Kingston College
Andrew Williams
andrew.williams@kingston-college.ac.uk
University College Birmingham
Melanie Shaw
m.shaw@ucb.ac.uk
University of Derby
Sue Morrison
s.morrison@derby.ac.uk
University of Hertfordshire
Nigel Culkin
n.culkin@herts.ac.uk
Goldsmiths, University of London
Geraint Fox
g.fox@gold.ac.uk
Swansea University
Simon Wright
s.w.wright@swansea.ac.uk
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
pah1@bolton.ac.uk
JISC CETIS
Scott Wilson – Technical Lead
scott.bradley.wilson@gmail.com
s.perry@bolton.ac.uk
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