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JISC Relationship Management

Learn about JISC Relationship Management, its benefits for institutions and students, and how it improves processes to deliver value. Explore pilot projects and support provided by the RM SAS.

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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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