Customer Relationship Management (CRM) w/ Registrar’s Office (RO)

1. Customer Relationship Management (CRM) w/ Registrar’s Office (RO) Colin Bell Director, Enterprise Architecture, IST January 9, 2014

2. Fundamental Goal “Describe your business as if the Computer had never been invented.” • What is a Customer? • What are their relationships to the organization? • How does everything interact?

3. Two Core Models • Customer Relationship Management (CRM) • “Party” Model • Case Management (CM) • “Case” Model

4. Process • Interviews and Workshops with RO staff. • Capture organizational expectations and desired outcomes • Identify scenarios that are high-value / high-cost and capture a representative sample of work • Expand, Develop, and Test “Straw Models”. • Finalize Models. • Test Models in other areas. • Create an RFI/RFP for a CRM Pilot.

5. The modeling language… Semantic Modeling

6. Semantic Models (1) • Semantic Models clarify language and concepts: • Nouns in boxes • Verbs in connecting lines • Diagrams express conceptual relationships e.g.

7. Semantic Models (2) • Lines are relationships • Three types of relationships:

8. The fundamental models… Party modeL

9. Party Concept

10. Role Concept

11. Party Locations

12. Party Communications

13. The fundamental models… case model

14. Programs & Services • Program Characteristics: • A program recognizes needs of a target group. • A program identifies an outcome of reduced target group need. • A program designs services that create outputs which reduce the level of need in the target group. • Service characteristics: • A service delivers a valued output to a client. • A service output is measurable. (Think KPIs!)

15. Case Management • What is a Case? • A container (manila folder with number on top) • Contains relevant material for achieving desired outcomes • Coordinates Delivery • Of complex services • Or to achieve an outcome using multiple services • May include other sub-cases • What is Case Management? “A collaborative process that assesses a client’s needs, plans the required services, implements and/or coordinates services, and monitors and evaluates the effectiveness of the plan in achieving desired outcomes. This involves integrated delivery of services through the role of a case manager.” (OPS)

16. Case Types • A Case is of a particular type, e.g. • Admissions case (targets acceptance) • Term of Studies Case (targets term completion) • Program of Studies Case (targets degree) • Includes Term of Studies Cases • Includes Disciplinary cases • Disciplinary case (targets appropriate remedy)

17. Case Contents • Case Documents • Case Participants • With Relationships and “Locations” (Contact Info) • Case Delivery Plans • Case Outcome, e.g. • Targeted Degree • Term Results • Degree Grant

18. Case Contents (continued) • Case Activity Records • Case Events • Case Communications • Case Party Facility Relationships • Student Classroom Schedule • Equipment Usage

19. Timelines • Kick-off: • December 19th, 2013 • Creation of Straw Model: • Weekly sessions: individuals interviews and small workshops • to be scheduled over Jan-Feb 2014 • Build Final Model of CRM requirements for RO business processes • Build in Feb • RO Working Group review – to be scheduled in early Mar • Leverage Final Model: • March 2014+