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JISC Relationship Management

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.

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JISC Relationship Management

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  1. JISC Relationship Management After all, we are social animals Simon Whittemore and Myles DansonPart One: Context, objectives and benefits Final Projects Meeting, 26 March 2010, York St John UniversityMyles Danson m.danson@jisc.ac.uk Simon Whittemores.whittemore@jisc.ac.uk

  2. 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 Partnershiphttp://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…..

  3. 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

  4. WIDENING PARTICIPATION PRE-APPLICATION ADMISSIONS ENROLMENT INDUCTION TEACHING AND LEARNING PASTORAL CARE EMPLOYABILITY ASSESSMENT GRADUATION POST-GRADUATION Managing processes to deliver services to the ‘customer’ students INSTITUTIONAL PROCESSES customer/ partner service offers courses, placements etc. LIFELONG LEARNING alumni businesses EMPLOYER ENGAGEMENT public, third sector community & cultural ? cpd consultancy research contracts public events KNOWLEDGE TRANSFER / EXCHANGE information, facilities PUBLIC & COMMUNITY ENGAGEMENT

  5. 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

  6. 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

  7. 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

  8. JISC Relationship Management Projects – Where and Who – CRM(Updated Mar 10) • CRM Process Improvement Pilots (13): generally between 29/06/09 - 30/04/10

  9. JISC Relationship Management Projects – Where and Who - SLRM • SLRM Pilot Projects (7): generally between 29/06/09 - 30/04/10

  10. JISC Relationship Management – Support Analysis and Synthesis Project (RM SAS) • Support, Analysis and Synthesis (01/08/09-31/07/10) • Critical Friends: Thank you. Please spread the word!

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