oliver pritchard and kirsten black - service convergence at sunderland
DESCRIPTION
SCONUL Conference 20-21 June 2013, Dublin Workshop - Service Convergence – Values, Culture and Change, with Oliver Pritchard, Assistant Director, Student and Learning Support and Kirsten Black, Director, Student and Learning Support, University of Sunderland.TRANSCRIPT
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Service Convergence at Sunderland
Change
Culture
Values
Oliver Pritchard & Kirsten Black
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¿Puzzled?
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From 5 DepartmentsCreate a Single Service
No Director
No framework or
steer
Institutional upheaval
Partial rationale
Get on with it
Our Challenge
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Convergence?
Student Exp
Identity Effective
Best Fit
How?
Early thinking
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When are you going to restructure
Values as change agent
Design a glue layer: staff/teams
Build the organisational foundation
Inspiration and Impetus
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Why bother?
What are they good for?
Yucky?
Getting a handle on values
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Stepping on: values & cultural change in SLS
Personal Values
Workplace Values
Desired Culture
Shared Vision
Mission Next Steps
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Organisational values: early actions
Workplace issues Cultural aspirations
Getting to know others
Common ways of working
Working Groups
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Starting to make it stickComms & Briefings
Staff Dev
Appraisal Objectives
Embed
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sometimes it felt a bit like thisThen this would happen
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Making a meaningful differenceEmbody
Behaviours
Mgt
Staff
Performance
Appraisal
Expectations
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Outcomes & Impacts
Service Culture
• ULS Quality Model
• ITS Comms
• Values as DNA
{Re}Structure
ULS/ITS/WALTSLiberated Leadership
Sharing
SpacesDelivery modesValues-driven practice
SLS is the exemplar for cultural change at UoS
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Outcomes & Impacts
Deep cultural convergence
Positive test of staff vision
“The best thing we’ve done is SLS”
IIP
Surveys
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Benefits
Shared mission & common approach
Cross-working – by instinct
Values-informed service delivery
Values-informed service dev’ment
Confidence to walk the talk
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LearningEnergy & Motivationdltbgyd!
Critical mass is keyTake the wins where you can
Play for the long game
It’s not all uphill
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Puzzled
Ideas Catalyst Values
ActionsEmbed
Impacts Benefits Learning
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Dave Hitz - Are corporate values yucky? (19 Apr 2011) YouTube video, added by TEDxTalks [Online], Available at https://youtube.googleapis.com/v/MRdaHZrView?end=159 and https://youtube.googleapis.com/v/MRdaHZrView?start=873 (Accessed 16 June 2013)
Value Your Workplace Values: Humor at Work (19 Oct 2009) Youtube video, added by Michael Kerr [Online], Available at www.youtube.com/watch?v=u7Wilygp6j8 (Accessed 16 J
Groucho Marx, I’m against it (28 Jan 2010) Youtube video, added by mreffen1 [Online], Available at https://youtube.googleapis.com/v/xHash5takWU?start=7 (Accessed 14 June 2013)
Trapped on an escalator (22 Sept 2006) Youtube video, added by Khumpty [Online], Available at https://youtube.googleapis.com/v/uVN-7h4YiAs?end=98 (Accessed 4 April 2013)
The Office values – Microsoft UK Training with David Brent 1 (8 July 2007) Youtube video, added by cpdgeneral [Online], Available at https://youtube.googleapis.com/v/uVN-7h4YiAs?end=98
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1&3
Video Clips
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Information Sharing, Team Work
Continous Improvement
Customer Focus, Customer Satisfaction