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Paper 3.1
“Customers”
Pre-admission
Apply
Offer
Accept
Arrive and Study
Exams and Graduate
Alumni
Donors
Student Lifecycle v1.0
4 Faculties: • Business - 1k students (7% of total)• Engineering - 6k (41%)• Medicine - 3.4k (23%)• Natural Sciences - 4.4k (30%)
All Student Lifecycle – Draft BPM
DEMAND:• 14k UG applications pa• 23k PG applications pa• 9k UG students taught pa• 5.6k PG students res. & taught pa• £163m of fee income pa
RESOURCE:• 3.3k Academic staff (18%
teaching time)• 12.5:1 students / academic• 3.7k support staff• 3,000 student bedrooms
OPERATING MODEL:• 9 campuses, main at Sth Ken• Departments: 40+• Faculty Operations: 4• Registry: 1• Central Services: 1
Students • 87% overall satisfaction (NSS)• 0.68% leave pa• Graduating salary av. £31k pa
Quality• 42% UG offered places• 56% UG accept offers• 86% receive 1st or 2:1
3 geographic groups of students: • UK (52%)• EU (19%: most from France,
Germany, Greece, Italy, Spain)• International (29%: China, India, etc)
3 Student types: • UGT (62%)• PGT (18%)• PGR (20%)
REPUTATION:• “Imperial College London” brand• Research and Translation• Student surveys• UK league tables• International league tables• UK media• International media• High school staff• Social media• Parents, siblings, friends• Alumni
Further study at Imperial
Leave
• 3k UG arrive pa, 3k PGT, 1k PGR• 21% PG are part-time• 242 taught courses (110 UG, 132 PG)
• 2.5k UG degrees awarded pa• 2.6k PGT degrees awarded pa• 1k PGR degrees awarded pa
• 170K Alumni• TBA K contactable
• Interest in Imperial (prospectus, visit, etc)
• Interest in HE(HE study, STEM, etc)
• 4k pa
Don’t arrive
Don’t accept
1
Paper 3.1
“Customers”
Pre-admission
Apply
Offer
Accept
Arrive and Study
Exams and Graduate
Alumni
Donors
Student Lifecycle v1.0
UG Student Lifecycle - Draft BPM• Home & international reputation• Location & Cost• Courses & Course Reputation• Open Days, Campus Tours• Student Satisfaction i.e. League tables, NSS• Social Aspects, i.e. Union Opportunities,
Lifestyle, Sports & Activities, ICU clubs• High Fees = High Expectation• Value for money
• UCAS, Tests, Interviews• Application packs• Communication – speed, efficiency,
consistency, tone, quality, content• Setting expectations • Process bottlenecks• Answer students not parent• Resolve query don’t quote process
• Communication – what do students want? Facebook, social media
• Conversion from offer to acceptance to start
• Treating applicants as individuals not numbers
Arrival:• Keep in touch between offer & arrival• High Fee, demanding students, manage expectations• Campus Services & Union – Need joined up working• Credit Control, Induction to life, personal care, awareness• Shift from educate to commercial problem• Formal dinner for students with Staff• Departmental Welcome events• No benefit for Hall Seniors• Be realistic about living costs
Study:• Field Trips• Early links with prospective
employers• Lecture class size• Balance between lecture &
discussion type forums • Cut in student funding• Accommodation
• Must strike assessment balance• More personalised Graduation• Medical Graduation always in
evening - it should rotate• Make study blended learning
• Staff & Alumni involved in clubs & societies• Prospective employees• Excellent network for each other• Target individuals – course, involvement, clubs
& activities• They will donate if they value their College
education (might not be straight away)
Key contacts: Registry, Admissions Administrator / Assistant , Academic Tutor
Key measures:• Student feedback• Offers made to acceptance ratio• Nationality and gender of applicants• Degree classifications• Graduate destinations / salaries• Alumni engagement / donations
NSS Question Category 2013 rank
Teaching 51st
Assessment and Feedback 122nd
Academic Support 93rd
Organisation and Management 26th
Learning Resources 2nd
Personal Development 40th
Students' Union 25th
Overall 53rd
• 8.4k UK & EU UG applicants, 5.9k International pa (Engineering 46% UK & EU, Medicine 77%, FoNS 60%)
• 6.5 average applicants per UG place (Engineering 6.1, Medicine 8.1, FoNS 6)
• ~9000 UG students (stable)• 110 courses• ~2,500 degrees awarded pa. - 37% 1sts, 48% 2:1s, (Engineering
41, 46, Medicine, 33, 61, FoNs 36,45 )
Map created 12/05/14, revised following PUG 20/05/14
IMPROVEMENT PRIORITIES:• Communication with students & applicants• Quality, location and cost of accommodation• Joint up working between staff and ICU – are
we duplicating information?• Improved relations between Students,
Alumni & Staff• Improved systems and one source of
information
2
Paper 3.1
“Customers”
Pre-admission
Apply
Offer
Accept
Arrive and Study
Exams and Graduate
Alumni
Donors
Student Lifecycle v1.0
PGT Student Lifecycle - Draft BPM
• Brand awareness• League tables• Careers• Communication quality /
integration (digital)• Competitor analysis• USP• Marketing of courses
• Teaching quality / research• Course (product) design – modular?• Courses offered / explained• Information not data• Funding - scholarships• Fees• Value for money – added value? CPD• Employment prospects• Accommodation• Impressions of others (family, colleagues, friends)
• Open days• Reject & follow-up• Waiting list• Scholarships /
Interviews
• Put a face to it – named contact with cover / dept.• Ease of applying• 2 choices processed serially (one at a time)• Availability on course – ‘is it worth applying?’• Acknowledgement, feedback, timeliness• Data warehouse / CRM
• Pre-arrival:Fees paidEmployment / careers
• Day 1:RegistrationOrientationTimetableCommunityID badgesCollege e-mail
• Decline and follow• Alternative• Student Union• Welfare• Student services• Withdrawals – not
met conditions in time
• Conversion requirements –meeting conditions, funding, degree, ATAS, Visa, deposit
• Student reps• Teaching• Feedback• Facilities• Supervision: access to
tutors• Project availability• Links to employers• Check course meets
College strategic needs
• Don’t graduate• Appeal process – OI - PR• Ceremony
• Careers• Employer• Rankings survey /
feedback
• 18k PGT applicants pa (all PG = 5.8 per place (Engineering 6.9, Medicine 3.6, NS 4.6, Business 7.3).
• ~2,900 students• ~300 part-time• 132 courses• All PG places up 25% in last 5 years• ~2,600 degrees awarded pa
Key measures:• Student feedback• Offers made to acceptance ratio• Enquiries, open days, phone calls• Nationality and gender of applicants• Graduate destinations / salaries• Alumni engagement / donations
Map created 12/05/14, revised following PUG 20/05/14
IMPROVEMENT PRIORITIES:• Timetabling• Room management• Systematic MI to make decisions• Split of tutor time (management v
teaching)• Swift decisions• Strong communication• Annual cycle• Coping with increase in numbers• NHS funding in Medicine
3
Paper 3.1
“Customers”
Pre-admission
Apply
Offer
Accept
Arrive and Study
Exams and Graduate
Alumni
Donors
Student Lifecycle v1.0
PGR Student Lifecycle - Draft BPM
• Research portfolio• Meet academics• Word of mouth• Personal enquiry• Advertising• Scholarships (College PhD etc.)• Open days, joint with PGT –
effectiveness?
• ~4,800 PGR applicants pa (all PG = 5.8 per place (Engineering 6.9, Medicine 3.6, NS 4.6, Business 7.3)
• ~800 places pa• 80% former UGs / 20% other• 3,100 active students• ~300 part-time• All PG places up 25% in last 5 years• ~1,000 degrees awarded pa
• Funding:• Res. Councils• Doctoral training
account• Self funded /
scholarship• EU funded• Industrial case
scheme• Dept. Scholarship
Talent loss:• Timing,
funding, communication
• Overseas - poor / no induction
• EFL requirement (but courses)
• Missing candidates at UG level
• Arrival:• Welcome week in Oct• Other times = dependent
on supervisor / dept.
• Early Stage Assessment @ 8mths• MPhil, or PhD (95%)• Experimentation• Publications, citations,
contributors• Writing up• 3.5 to 4 years
Talent loss:• Run out of bursary• Supervisor leaves or
retires / student moves elsewhere or with them
• Vivas• Pass, or
corrections• Award• Publication?
• Academia / post-doc• Research Institute• Industry (in discipline)• Industry (other disc.)
Talent /Funding / Advocate loss:• Inadequate MI on alumni• Treated as all other
alumni• ‘Alumni fatigue’ –
connections with other HEIs / charities
• Key contacts: Dir. Of Post-grad Studies, Dir. of Admissions, Supervisor, other academics, Research peer group, Group administrator, other departments’ groups, with industry, UGs (supervising), Graduate School, Students’ unions
Critical success factors:• Relationship with
Supervisor• Size & dynamic of
research group• Facilities available
Key measures:• Are we recruiting the best (how to measure)?• Drop out rate• Identifying the ‘success’ generated – positions
of influence, eminent academia elsewhere, etc.
• Application form• 2 choices that can be
processed in parallel• Interview• Masters qualification?
Conversion requirements –meeting conditions, funding, degree, ATAS, Visa, deposit
Map created 12/05/14, revised following PUG 20/05/14
IMPROVEMENT PRIORITIES:• Reduce talent loss – timing, funding,
communication• Identify the best UGs for research• Good induction for internationals• Prepare for ‘working world’ (via Grad
School)• Effective open days
4
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