Rachel Bury

Academic Liaison Manager – Quality, Communication and Marketingrachel.bury@edgehill.ac.uk@rachelriding

Helen JamiesonCustomer Services Managerhelen.jamieson@edgehill.ac.uk@jamiesonhelena

Presentation aims:

• Brief overview of Edge Hill University/Learning Services

• Overview of project MIDAS (Management and Information and Data Solutions)

• Key performance indicators – our case study

Edge Hill University• 13,500 FTE• University staff – 1,298• University status – 2006• Large provider of Teacher Education and Nursing

Learning Services• Library• LTD Team• SpLD Support• Media & ICT Support• Academic Skills• Research Support107 permanent staff

Our journey…..

• Customer Service Excellence

• Service standards

• Monitoring/stats/data

• Measuring impact – so what?

Objectives of MIDAS

•To define and create a shared understanding of what ‘management information data’ is in a HE context•To audit current practice for the collection of management information, both qualitative and quantitative, within Learning Services•To review stakeholders and their needs internally, both within the Service and University wide, and externally.•To investigate good practice in the collection of management information and data, including freedom of information/data protection issues •To review systems and software available to assist in the collection of management information and data•To explore alternatives for the centralised management of the collected data•To make recommendations and solutions for the future including the raising of staff awareness of the value and importance of information/data

• Intention to move to KPIs

Our approach to KPIs

• Research – lots of literature but predominantly business focus

• Academic libraries –what did we find?

• Project group formed reporting back to wider senior team

• Responsibility for KPIs embedded in a specific role

• Definition – What it means to us

• Should be based on the core values of your service/organisation – what are they?

• Our approach - experiential

• Balanced score card approach – Annual Monitoring Review

• Our ‘stab’ at KPIs

• Embedding into service planning and marketing with staff

• Key driver is a change in culture

• Road map for embedding statistics

• Dashboards

• Infographics

Next steps….

• Staff development – creation and use of dashboards, impact, how to use in conversations

• Plans for next academic year – communicate our KPIs looking at a number of channels

• Review with senior managers in September 2013

• Implement those metrics which are aspirational at the moment

• References and wider reading:

• http://www.sconul.ac.uk/page/performance-and-quality-resources

• David Parmenter. Key Performance Indicators for Government and non-profit agencies: implementing winning KPIs. John Wiley and Sons. 2012

• CGMA Tool. How to Develop Non-Financial KPIs. Nov 2012

Thanks for listening!!