jisc relationship management in higher education way forward meeting

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 1

Sustaining Relationship ManagementAfter the programme

Myles Danson Alan PaullSimon Whittemore Martin HaywoodSharon Perry Ian MooreLisa Corley Lauren CurriePaul Hollins Peter Kawalek


10.00 – 10.10 WelcomeIntroductions and Housekeeping

Simon Whittemore

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management

Objectives

To reflect on the successes and impact of the programme

To consider what challenges remain & explore strategies for dealing with them

In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sector

04/18/2023 | slide 3


Agenda

10:00 – 10:10 Welcome (Simon, Lisa & Sharon)

10:10 – 10:30 The journey so far (Myles)

10:30 – 12:20 Strand 2, Sharing RM &the student experienceStrand 3 Sharing Engaging Alumni using RM

12:20 – 12:50 CRM Handbook

12:50 – 13:40 Lunch

13:40 – 14:30 Surfacing impacts (Simon & CFs)

14:30 – 14:45 Resources for the future (Sharon & Lisa)

14:45 – 14:55 Coffee

14:55 – 15.45 Next steps forward (Simon & Myles)

15.45 – 15.55 Plenary & evaluation

16:00 Close

04/18/2023 | slide 4


10.00 – 10.20 The Journey So FarWhere have we come from?

Myles Danson


September 2010

04/18/2023 | slide 6


A Call for Projects

04/18/2023 | slide 7


Projects Appointed

CRM Handbook Huddersfield Univ , Teesside Univ

SLRM Progression / Retention Sheffield, Loughborough, Nottingham, Roehampton, Southampton,

Derby, North Glasgow College , UEL/AMOSSHE

Alumni EngagementBrunel, Hertfordshire, Aston, UWIC, Kent, Surrey, Glasgow

04/18/2023 | slide 8

04/18/2023 | slide 9

Programme Designed


RM Projects Innovate

04/18/2023 | slide 10


Programme Level Outputs Emerge

Briefing papers Managing your customersDraft of ‘Crib Sheet’ Just Enough (to get started in) Relationship Management

Critical Friend Papers; Lauren ‘Service Design in HE’, Peter ‘Future of Alumni Engagement’

BCE CRM Handbook (AURIL Conference Launch)

CASE Conference

Compendium of Good Practice in Relationship Management

Webinar in January 2013

Overview of RM (Good practice Guide)

CETIS Conference Session on RM Compendium

04/18/2023 | slide 11


Project Outputs Emerge

Case Studies (Progression / Retention) / Report (Alumni)

Videos

Impact Analysis

Programme Evaluation / Completion Report (questionnaires)

Financial Report (JISC budget template)

CRM Handbook

04/18/2023 | slide 12


RM Programme: Context Activities and Outputs

04/18/2023 | slide 13

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 14

10.35 – 12.20 Sharing the RM Experience

Break out; Projects and Critical Friends


12.20 – 12.50 The CRM Handbook

Strand 1


12.50 – 13.40 Lunch


13.40 – 14.30 Evaluation and Impact Panel

Simon Whittemore


Why Assess Impact?

1. Learning and Improvement Optimise and inform current and future interventions

- Help achieve success by advising on current plans - Promote evidence-based learning that informs future plans

2. Accountability Provide accountability for JISC investments

- Assess the impact of the investment- Assess value for money and fitness for purpose

3. Project Value Ability to demonstrate value internally

- Gain senior management support- A case for future investment

04/18/2023 | slide 18


Key principles

Self-evaluation– embedding the evaluation discipline at all levels

Measurement of change – baselines – indicators: evidence of change

Determining attribution – specific impact of JISC funding of the project

04/18/2023 | slide 19


JISC Invested in RM to:

Help professionalise mgt of business-critical relationships

Save costs, eliminate inefficiencies and improve processes

Help institutions avoid purchasing costly /divisive systems before business processes & policies to benefit from them

Enhance understanding of processes and their interdependencies across departments and functions

Improve the customer/partner experience

Help institutions identify and deliver increased value for

– The institution itself

– The customer/ partner

04/18/2023 | slide 20


Some Target Benefits

an enterprise-wide approach to developing and maintaining strategic relationships; better connectedness internally;

enhanced capability and good practice in RM processes, and in managing the change and investment management implications;

ability to identify ‘at risk’ students in order to reduce non-completion rates and improve student retention rates;

mutually beneficial alumni engagement enabled by web technologies and innovative information management;

use of service design, service blueprinting and process modelling techniques to improve the customer experience;

improved student experience, whether campus-based/ remote;

improved experience for business and community partners

04/18/2023 | slide 21


Critical Friends’ Emerging Impressions

Alan Paull

Martin Haywood

Lauren Currie

Peter Kawalek

Ian Moore

04/18/2023 | slide 22


14.30 – 14.45 Resources for the Future

Sharon PerryLisa Corley


Overview of Resources

Just Enough RM Resource

Compendium of Good Practice

Pathways to Good Practice

Events

04/18/2023 | slide 24


Just Enough RM (to get started) Resourcehttp://rminhe.pbworks.com

04/18/2023 | slide 25

http://rminhe.pbworks.com/

http://rminhe.pbworks.com/

Compendium of Good Practice in RM

04/18/2023 | slide 26

Let’s Do It! (Let’s Service Design) –

Lauren Currie

Impact Analysis Evaluation Synthesis

(Critical Friends)

The Future of Alumni

Engagement (Peter Kawalek)

Videos/Audio

Strand 2 Case Studies (Student

Retention)

Strand 3 Case Studies (Alumni

Engagement)

Intro/Exec Summary

CRM Handbook Overview

Just Enough

Conclusion/Recommendations

Good Practice in RM Webinar

JISC CETIS Conference


Pathway to Good Practice in RM

Paving the way

Context, Benefits, Rationale

Signposts to Just Enough and Compendium

04/18/2023 | slide 27


Events

Webinar

JISC CETIS Conference

04/18/2023 | slide 28


14.45 – 14.55 Coffee


14.55 – 15.45 Next Steps

Myles DansonSimon Whittemore


JISC EA Road to Value

04/18/2023 | slide 31

Explorer: researching, investigating EA, identifying potential change projects, developing a case

Adopter: planning, orienting, engaging with colleagues, designing a live project

Implementer: initial project under way, with training and support

Achiever: First results, impact and value evident - may be hard to quantify at this stage

Practitioner: EA is an established professional approach for strategic change and development

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | slide 32

Relationship Management: A Road to Value?C

US

TO

ME

R/

PA

RT

NE

R V

ALU

E

EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE

STRATEGY

Process Efficiency

Data Sharing

Policy Enablers

Change Mgt

Reporting & Bus. Intell.

INS

TIT

UT

ION

AL

BU

SIN

ES

S V

ALU

E

System interoperability

Service Design and Management

Innovative Customer Engagement


JISC Emerging Practices Initiative

Identifies related artifacts

Builds a curriculum

Offers a range of delivery methods

04/18/2023 | slide 33


Emerging Practices Initiative For RM

Break into Groups (30 minutes)

Construct an RM Road to Value (maturity stages, features, themes)

Identify the issues that need addressing eg

– Process Efficiency

– Data Sharing

– Policy Enablers

– Change Management

– Reporting and Business Intelligence

Map in resources you have used / developed

Identify any gaps!

04/18/2023 | slide 34

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | slide 35

Relationship Management: A Road to Value?C

US

TO

ME

R/

PA

RT

NE

R V

ALU

E

EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE

STRATEGY

Process Efficiency

Data Sharing

Policy Enablers

Change Mgt

Reporting & Bus. Intell.

INS

TIT

UT

ION

AL

BU

SIN

ES

S V

ALU

E

System interoperability

Service Design and Management

Innovative Customer Engagement


Feedback

10 minutes

04/18/2023 | slide 36


Moving from Project to Business Change

JISC Strategic ICT Toolkithttp://www.jiscinfonet.ac.uk/strategy/ict/

– organisations that deploy techniques to achieve stronger engagement with the strategic technology agenda are substantially more successful in delivering against their corporate goals

04/18/2023 | slide 37

http://www.jiscinfonet.ac.uk/strategy/ict/

SICT Diagram

04/18/2023 | slide 38

UCLAN Diagram

04/18/2023 | slide 39


What Next

JISC to consider building a EPI for an RM SICT Enabler

EPI for RM providing mechanism for projects to continue RM work

Projects to consider SICT with Senior Managers

SICT to demonstrate your strengths in RM and help with business change

SICT to demonstrate JISC opportunities elsewhere

04/18/2023 | slide 40


15.45 – 16.00 Plenary and Feedback

Myles DansonSimon WhittemoreSharon PerryPaul Hollins


Feedback

How did we do?

Objectives

– To reflect on the successes and impact of the programme

– To consider what challenges remain & explore strategies for dealing with them

– In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sector

Event evaluation form - http://www.surveygizmo.com/s3/975373/FinalRMJuly2012

04/18/2023 | slide 42


Thank You!

Wishing you all a safe journey home and a successful embedding of your project work so far!

Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management18/04/2023

© HEFCE 2012

The Higher Education Funding Council for England,

on behalf of JISC, permits reuse of this presentation

and its contents under the terms of the Creative Commons

Attribution-Non-Commercial-No Derivative Works 2.0 UK

England & Wales Licence.

http://creativecommons.org/licenses/by-nc-nd/2.0/uk

slide 44

jisc relationship management in higher education way forward meeting

Education

rm programmeto

simon myles

individual projects

welcome simon

programme level outputs

crm handbook huddersfield

engaging alumni

future sharon lisa