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 m.danson@jisc.ac.uk
Simon Whittemore s.whittemore@jisc.ac.uk
Joint Information Systems Committee
S. Whittemore & M.Danson – JISC Relationship Management
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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
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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
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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
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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
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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
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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
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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
zeynel.badak@knowledgehouse.ac.uk
Roehampton University
Stephen O'Regan
s.oregan@roehampton.ac.uk
University of Hull
Vladimir Kislicins
v.kislicins@hull.ac.uk
York St John University
Laura Morrison
L.Morrison@yorksj.ac.uk
University of Central Lancashire
Phil Holifield
pholifield@uclan.ac.uk
Doncaster College
Pat Meadows
pat.meadows@don.ac.uk
Birkbeck University of London
Nyeche Nduka
n.nduka@bbk.ac.uk
Bournemouth University
Neil Warren
nwarren@bournemouth.ac.uk
University of Salford
Sandra Macpherson
s.e.macpherson@salford.ac.uk
University of Huddersfield
Graham Worsdale
g.j.worsdale@hud.ac.uk
Loughborough University
Sally Brown
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
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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
L.Cole@uel.ac.uk
Kingston College
Julia Rogerson
Julia.Rogerson@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
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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
Critical Friends:
Alan Paull
alan@alanpaull.co.uk
Mark Stiles
M.J.Stiles@staffs.ac.uk
Martin Haywood
martin@theksapartnership.co.uk
Chris Seow
seow@btinternet.com
Peter Kawalek
peter.kawalek@mbs.ac.uk
Thank you. Please spread the word!
Joint Information Systems Committee
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