commercial services. achieving excellence – a plan for change./file/a... · 2015-04-30 ·...
TRANSCRIPT
Achieving excellence – a plan for change.
Our Strategic Plan 2012-2016
Accommodation & Commercial Services.
Introduction
This document sets out the strategic direction for Accommodation and Commercial Services (ACS) to 2016. It summarises the context and drivers for future success, and sets out the solutions we will adopt to meet the opportunities and challenges we face, as well as the cultural shift we will undergo to effectively deliver them.
Universities in England are experiencing rapid and unprecedented change, and significant opportunities exist for some to seek greater differentiation. The University of Sheffield has developed a highly desirable proposition for students, which places the student experience at the heart of its future.
Unlike any other time in history, universities are becoming more commercially aware, and more sensitive to student opinion and demand. ACS is at the core of University life in Sheffield. We deliver services that touch students, staff and visitors every day – from accommodation to retail, hospitality to conferences. We have been at the forefront for leading innovation in the student residential experience following the completion of our £160m Student Residences Strategy, setting exceptionally high standards in the provision of student village living. This innovative approach will be a leading strategic theme for the future, ensuring continual improvement across everything we do, with our customers at the very centre.
This Strategic Plan shows how ACS will work towards achieving excellence in what will be an exciting yet uncertain time for universities.
Pat McGrathDirector of Accommodation & Commercial Services
Our Vision and Values set out our direction and goals, defining who we are, where we want to get to and how we will go about achieving it. They are in support of the University’s Mission ‘to discover and understand’ and its Vision to be one of the best universities in the world.
Our ValuesWe will work towards achieving our Vision by focusing on eight key Values or Themes.
Our VisionTo be recognised and chosen for delivering excellence.
Our Vision and Values
Enable staff to excel
Working in collaboration with others
Being business focused and
financially astute
Committing to ethical and environmental
principles
Understanding and responding to
customer needs
Providing a safe and secure
environment
Supporting students’ well-being
Continually striving to learn
and improve
A plan for change
From the objectives set out in the University’s Strategic Plan, we can identify six leading themes which support its Mission; To Discover and Understand.
The ACS Strategic Plan is built on these themes, and the outcomes will be measured against them during delivery.
In addition to these leading themes, the University’s six Guiding Principles help to underpin its long-term strategic decisions and future direction.
Achieving Excellence
Working Together
Cultivating Ambition
The ACS Strategic Plan is built around these themes and Guiding Principles, to ensure synergy with, and alignment to, the University’s strategic corporate planning, activities and processes.
Protecting the Future
Making a Difference
Leading the Way
Philanthropy
Widening Participation
Accommodation & Commercial
Services
Student Employability
InternationalisationPartnership
Working
Civic Engagement
Promote inclusivity, diversity and improve social mobility
Seek innovative opportunities to benefit the University, its students, the city and region
Create enduring partnerships and collaborations to enhance our own capabilities
Embrace different cultures, languages and customs for a global living and learning experience
Identify and support the development of skills and attributes for future careers
Establish within our students a culture of giving to increase donations which can be invested in the future
To Discover and Understand.
Our Strategic Plan
We have developed a Strategic Plan incorporating six core strategies. These strategies will support the University’s goals and strategic themes and our own Vision and Values, while remaining grounded in the continued provision of customer service excellence and the enrichment of the student experience.
Between 2012 and 2016, we will transform the way we operate. Leveraging our internal resources and core competences to improve performance – maximising commercial opportunities and innovating new approaches in the development of our products and services. The future direction of our organisation will embrace a number of distinct yet inter-related strategies:
The following pages contain a breakdown of each strategy and its deliverable activities, and how they align with and support the University’s Guiding Principles and Strategies, and the ACS Themes.
Invest in the residential estate to create exciting new opportunities for students, the University and the city
developing appropriate products and services to increase diversity and inclusivity
Create a foundation for change by investing in and encouraging creativity and the development of ideas
Develop innovative approaches to transform the
of commercial activities to enable increased investment in student facilities and services
Launch new cutting edge conferencing, events and retail facilities to enhance the customer experience
Implement initiatives to cultivate talent and improve management skills and competences to ensure we are a highly performing team
Investment Strategy
Market Development
Strategy
Accommodation & Commercial
Services
Product Development
Strategy
Innovation Strategy
Commercial Sustainability
StrategyEmployee
Culture Strategy
To be recognised and chosen
for delivering excellence.
Mar
ket
Dev
elop
men
t St
rate
gy.
Del
iver
able
sB
enefi
ts
A m
ore
tailo
red
appr
oach
to
mee
ting
the
dem
ands
from
Inte
rnat
iona
l and
PG s
tude
nts.
Ens
ure
a po
siti
ve li
ving
expe
rien
ce. I
mpr
ove
inte
grat
ion
wit
hin
the
Uni
vers
ity
com
mun
ity.
Wor
k in
col
labo
rati
on w
ith
Stu
dent
Ser
vice
s. E
nhan
ce t
he s
tude
nt e
xper
ienc
e
and
ensu
re im
prov
ed in
tegr
atio
n in
to t
he
Uni
vers
ity
com
mun
ity.
Wor
k in
col
labo
rati
on w
ith
Facu
ltie
s
(Tea
chin
g an
d Le
arni
ng).
Incr
ease
cus
tom
er
sati
sfac
tion
.
Mak
ing
a D
iffer
ence
.
Lead
ing
the
Way
.
Mak
ing
a D
iffer
ence
.
Prot
ecti
ng t
he F
utur
e.
Lead
ing
the
Way
.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Gro
w m
arke
t sh
are
and
incr
ease
sati
sfac
tion
of I
nter
nati
onal
and
PG s
tude
nts.
Inve
stig
ate
dedi
cate
d
Inte
rnat
iona
l and
PG
acc
omm
odat
ion.
Impr
ove
acti
viti
es a
nd e
vent
s ba
sed
on n
eeds
. Dev
elop
the
cat
erin
g off
er
for
inte
rnat
iona
l cui
sine
s an
d cu
ltur
es.
Inve
stig
ate
city
cen
tre
part
ners
hips
for
new
acc
omm
odat
ion.
Gro
w m
arke
t sh
are
of s
tude
nt F
amili
es
and
Cou
ples
acr
oss
our
busi
ness
acti
viti
es. I
ntro
duc
e a
new
ded
icat
ed
and
spec
ialis
t te
am, n
ew r
efur
bish
ed
prop
erti
es, i
mpr
oved
fam
ily s
ocia
l spa
ce,
bett
er c
omm
unic
atio
n.
Prov
ide
grea
ter
oppo
rtun
itie
s fo
r fle
xibl
e
resi
dent
ial c
ontr
acts
, var
iabl
e co
ntra
ct
leng
ths
and
star
t da
tes
to b
e ad
apta
ble
to c
hang
ing
stud
y pa
tter
ns a
nd c
ours
es.
Inte
rnat
iona
lisat
ion.
Part
ners
hip
Wor
king
.
Facu
ltie
s.
Inte
rnat
iona
lisat
ion.
Teac
hing
& L
earn
ing.
Con
tinu
ally
str
ivin
g
to le
arn
and
impr
ove.
Und
erst
andi
ng
and
resp
ondi
ng t
o
cust
omer
nee
ds.
Con
tinu
ally
str
ivin
g
to le
arn
and
impr
ove.
Und
erst
andi
ng
and
resp
ondi
ng t
o
cust
omer
nee
ds.
Und
erst
andi
ng
and
resp
ondi
ng t
o
cust
omer
nee
ds.
In o
rder
to
cont
inue
to
grow
suc
cess
fully
in t
he fu
ture
, we
mus
t at
trac
t an
d in
crea
se o
ur s
hare
of n
ew o
r ni
che
cust
omer
mar
kets
for
our
prod
ucts
and
se
rvic
es. T
his
focu
s on
mar
ket
deve
lopm
ent
will
ena
ble
us t
o ac
hiev
e gr
eate
r le
vels
of i
nteg
rati
on a
nd d
iver
sity
wit
hin
our
com
mun
itie
s, in
tur
n im
prov
ing
the
cust
omer
exp
erie
nce
and
incr
easi
ng s
atis
fact
ion.
Pro
duct
D
evel
opm
ent
Stra
tegy
.
Del
iver
able
sB
enefi
ts
Prov
ide
qual
ity
year
-rou
nd h
otel
sta
ndar
d
conf
eren
ce, m
eeti
ngs,
tra
inin
g an
d
resi
dent
ial f
acili
ties
for
the
Uni
vers
ity.
Enab
le a
ddit
iona
l com
mer
cial
opp
ortu
niti
es
wit
hin
the
city
, reg
ion
and
UK
. Gen
erat
e
surp
luse
s fo
r fu
ture
inve
stm
ent
in
enha
ncin
g th
e st
uden
t ex
peri
ence
.
Prov
ide
a qu
alit
y, c
usto
mer
-led
cat
erin
g an
d
reta
il off
er a
cros
s th
e U
nive
rsit
y to
sup
port
and
enha
nce
the
cust
omer
exp
erie
nce.
Enab
le o
ppor
tuni
ties
to
gene
rate
sur
plus
es
for
futu
re in
vest
men
t.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Wor
king
Tog
ethe
r.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Mak
ing
a D
iffer
ence
.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Laun
ch n
ew c
onfe
renc
e pr
oduc
ts t
o
incr
ease
com
mer
cial
opp
ortu
niti
es in
alig
nmen
t w
ith
the
Uni
vers
ity’
s fu
ture
requ
irem
ents
.
Laun
ch n
ew o
utle
ts a
s pa
rt o
f the
Uni
vers
ity’
s C
apit
al P
roje
cts
Esta
tes
Str
ateg
y to
pro
vide
hig
h qu
alit
y se
rvic
es
to s
uppo
rt s
tude
nts,
sta
ff, v
isit
ors
and
the
Uni
vers
ity.
Part
ners
hip
Wor
king
.
Civ
ic E
ngag
emen
t.
Facu
ltie
s.
Esta
tes.
Facu
ltie
s.
Con
tinu
ally
str
ivin
g
to le
arn
and
impr
ove.
Und
erst
andi
ng a
nd
resp
ondi
ng t
o cu
stom
er
need
s.
Wor
king
in c
olla
bora
tion
wit
h ot
hers
.
Con
tinu
ally
str
ivin
g
to le
arn
and
impr
ove.
Und
erst
andi
ng a
nd
resp
ondi
ng t
o cu
stom
er
need
s.
Div
ersi
ficat
ion
into
new
pro
duct
s an
d se
rvic
es p
rovi
des
us w
ith
real
isti
c op
port
unit
ies
to u
se o
ur e
xper
tise
and
cor
e co
mpe
tenc
ies
to e
nhan
ce t
he
cust
omer
off
er in
line
wit
h fu
ture
nee
ds. E
xcit
ing
oppo
rtun
itie
s ex
ist
for
us t
o di
vers
ify in
to n
ew, y
et r
elat
ed, s
ervi
ces
to s
igni
fican
tly
add
valu
e to
our
ove
rall
prop
osit
ion.
Ben
efits
Impr
ove
finan
cial
per
form
ance
. Gen
erat
e
surp
luse
s fo
r re
inve
stm
ent
in t
he
stud
ent
expe
rien
ce. C
reat
e em
ploy
men
t
oppo
rtun
itie
s fo
r st
uden
ts. C
reat
e an
exci
ting
pla
ce t
o w
ork
wit
h de
sira
ble
rew
ards
. Im
prov
e th
e cu
stom
er e
xper
ienc
e.
Impr
ove
finan
cial
per
form
ance
. Cre
ate
empl
oym
ent
oppo
rtun
itie
s fo
r st
uden
ts.
Impr
ove
the
cust
omer
exp
erie
nce.
Mak
e
best
use
of i
nter
nal c
ompe
tenc
es.
Impr
ove
the
cust
omer
exp
erie
nce.
Incr
ease
stan
dard
s. E
nhan
ce t
he U
nive
rsit
y’s
repu
tati
on fo
r ha
ving
qua
lity
venu
es w
ithi
n
the
city
. Inc
ease
com
mer
cial
ity
from
conf
eren
ces.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Mak
ing
a D
iffer
ence
.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Mak
ing
a D
iffer
ence
.
Achi
evin
g Ex
celle
nce.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Stu
dent
Em
ploy
abili
ty.
Sup
port
ing
the
Stu
dent
Expe
rien
ce.
Stu
dent
Em
ploy
abili
ty.
Sup
port
ing
the
Stu
dent
Expe
rien
ce.
Part
ners
hip
Wor
king
.
Civ
ic E
ngag
emen
t.
Facu
ltie
s.
Bein
g bu
sine
ss fo
cuse
d
and
finan
cial
ly a
stut
e.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Bein
g bu
sine
ss fo
cuse
d
and
finan
cial
ly a
stut
e.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Wor
king
in
colla
bora
tion
wit
h
othe
rs.
Bein
g bu
sine
ss fo
cuse
d
and
finan
cial
ly a
stut
e.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Com
mer
cial
Su
stai
nab
ilit
y St
rate
gy.
Bein
g bu
sine
ss fo
cuse
d an
d fin
anci
ally
ast
ute
is a
n AC
S t
hem
e th
at r
eson
ates
str
ongl
y fo
r th
e fu
ture
suc
cess
of o
ur b
usin
ess.
Inve
stig
atin
g no
vel a
ppro
ache
s fo
r ho
w t
o ru
n ou
r co
mm
erci
al o
pera
tion
s w
ill h
elp
to e
nsur
e w
e ha
ve a
mod
el t
hat
deliv
ers
posi
tive
per
form
ance
and
hel
ps u
s co
mpe
te m
ore
effec
tive
ly
wit
h ou
r co
mpe
tito
rs t
o m
axim
ise
inco
me
gene
rati
ng o
ppor
tuni
ties
.
Del
iver
able
s
Cre
ate
a ne
w c
omm
erci
al c
ompa
ny t
o
ensu
re t
he fu
ture
fina
ncia
l sus
tain
abili
ty
of s
ervi
ces
to s
uppo
rt t
he U
nive
rsit
y an
d
its
futu
re g
row
th s
trat
egie
s.
Dev
elop
HR
, Fin
ance
and
Bra
nd s
trat
egie
s
for
the
new
com
pany
to
ensu
re s
ucce
ss.
Col
labo
rate
wit
h th
e S
tude
nts’
Uni
on t
o
impr
ove
our
cust
omer
ser
vice
off
er a
nd
finan
cial
per
form
ance
of t
he c
omm
erci
al
prov
isio
n in
the
new
Stu
dent
s’ U
nion
Build
ing.
Laun
ch a
con
sist
ent
conf
eren
ce
and
mee
ting
s pr
oduc
t off
er a
cros
s
the
Uni
vers
ity
cam
pus,
in li
ne w
ith
conf
eren
cew
ithU
S q
ualit
y an
d st
anda
rds.
Del
iver
able
sB
enefi
ts
Dev
elop
link
s w
ith
FE a
nd H
E pr
ovid
ers
in t
he
city
to
esta
blis
h a
new
sch
eme
to p
rovi
de
oppo
rtun
itie
s fo
r th
e de
velo
pmen
t of
car
eers
in
hosp
ital
ity
and
area
s re
late
d to
the
bus
ines
s.
Futu
re p
roof
the
long
evit
y of
the
bus
ines
s.
Mot
ivat
e, n
urtu
re a
nd r
etai
n th
e be
st t
alen
t
in t
he s
ecto
r. P
rovi
de c
ost
effici
enci
es in
recr
uitm
ent.
Impr
ove
cust
omer
ser
vice
stan
dard
s.
Impr
ove
tim
e m
anag
emen
t an
d effi
cien
cy in
use
of r
esou
rces
. Im
prov
e th
e cu
stom
er
expe
rien
ce. P
rovi
de s
ervi
ce e
nhan
cem
ents
and
cost
sav
ings
.
Incr
ease
sta
ff m
otiv
atio
n. Im
prov
e te
am
perf
orm
ance
. Ena
ble
new
pro
ject
s to
be
deve
lope
d. E
nhan
ce s
kills
and
inte
rnal
capa
bilit
ies.
Cul
tiva
ting
Am
biti
on.
Mak
ing
a D
iffer
ence
.
Cul
tiva
ting
Am
biti
on.
Prot
ecti
ng t
he F
utur
e.
Achi
evin
g Ex
celle
nce.
Cul
tiva
ting
Am
biti
on.
Wor
king
Tog
ethe
r.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Cre
ate
Inte
rnsh
ip a
nd A
ppre
ntic
eshi
p
oppo
rtun
itie
s w
ithi
n th
e bu
sine
ss t
o
prov
ide
wor
k ex
peri
ence
for
stud
ents
and
the
com
mun
ity.
Cre
ate
a Ta
lent
Dev
elop
men
t Pr
ogra
mm
e
acro
ss t
he b
usin
ess
to e
ncou
rage
am
biti
on
and
mot
ivat
ion.
Impl
emen
t qu
alit
y ev
alua
tion
tec
hniq
ues
and
syst
ems
to e
mbe
d pr
oces
s
impr
ovem
ent
and
effici
enci
es t
hrou
ghou
t
the
busi
ness
.
Dev
elop
a h
igh
perf
orm
ing
man
agem
ent
team
and
enh
ance
com
peta
nces
wit
hin
the
busi
ness
.
Stu
dent
Em
ploy
abili
ty.
Civ
ic E
ngag
emen
t.
Part
ners
hip
Wor
king
.
HR
.
Stu
dent
Em
ploy
abili
ty.
Fina
nce.
HR
.
Wor
king
in
colla
bora
tion
wit
h
othe
rs.
Com
mit
ting
to
ethi
cal
and
envi
ronm
enta
l
prin
cipl
es.
Enab
le s
taff
to
exce
l.
Bein
g bu
sine
ss fo
cuse
d
and
finan
cial
ly a
stut
e.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Enab
le s
taff
to
exce
l.
Bein
g bu
sine
ss fo
cuse
d
and
finan
cial
ly a
stut
e.
Cul
tura
l C
han
ge
Stra
tegy
.
To s
ucce
ed in
an
unce
rtai
n an
d ch
alle
ngin
g fu
ture
env
iron
men
t, w
e m
ust
attr
act
and
reta
in p
eopl
e w
ith
ambi
tion
and
pro
vide
the
m w
ith
skill
s an
d su
ppor
t to
dev
elop
the
ir t
alen
t fo
r th
e be
nefit
of o
ur b
usin
ess.
Del
iver
able
sB
enefi
ts
Dev
elop
cus
tom
er-l
ed n
ew p
rodu
cts
and
serv
ices
. Int
erga
te b
rand
and
inno
vati
on
stra
tegi
es. I
mpr
ove
cust
omer
ser
vice
and
finan
cial
per
form
ance
. Bec
ome
a
prog
ress
ive
busi
ness
tha
t an
tici
pate
s ch
ange
posi
tive
ly t
hrou
gh it
s in
tern
al c
ultu
re.
Impr
oved
stu
dent
inte
grat
ion
wit
h m
ore
pers
onal
and
aca
dem
ic w
elfa
re s
uppo
rt a
nd
a gr
eate
r se
nse
of c
omm
unit
y. S
tron
g lin
ks
betw
een
acco
mm
odat
ion
and
the
acad
emic
expe
rien
ce. S
uppo
rtin
g th
e U
nive
rsit
y’s
recr
uitm
ent
stra
tegy
and
pro
posi
tion
thro
ugh
grea
ter
diff
eren
tiat
ion
agai
nst
com
peti
tors
. Sig
nific
ant
posi
tive
pro
file
and
reco
gnit
ion
wit
hin
sect
or fo
r be
ing
inno
vati
ve.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Achi
evin
g Ex
celle
nce.
Lead
ing
the
Way
.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Embe
d a
cult
ure
of in
nova
tion
and
crea
tivi
ty t
hrou
gh a
str
uctu
red
proc
ess
for
idea
s ge
nera
tion
link
ed t
o
unde
rsta
ndin
g cu
stom
er n
eeds
and
beha
viou
rs a
nd h
avin
g si
gnifi
cant
mar
ket
awar
enes
s.
Dev
elop
a L
ivin
g an
d Le
arni
ng s
trat
egy
to
crea
te a
n in
nova
tive
and
hol
listi
c ap
proa
ch
to t
he r
esid
enti
al e
xper
ienc
e th
at p
rovi
des
stud
ents
wit
h si
gnifi
cant
opp
ortu
niti
es t
o
lear
n, d
evel
op a
nd b
e en
gage
d. E
nsur
ing
that
res
iden
tial
life
bec
omes
em
bedd
ed
into
wid
er U
nive
rsit
y ac
tivi
ties
as
part
of
the
stud
ent
offer
.
Mis
sion
and
Vis
ion.
Sup
port
ing
the
Stu
dent
Expe
rien
ce.
Wid
enin
g Pa
rtic
ipat
ion.
Teac
hing
and
Lea
rnin
g.
Facu
ltie
s.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Inn
ovat
ion
St
rate
gy.
In t
he c
onti
nual
ly c
hang
ing
and
dyna
mic
env
iron
men
t in
whi
ch w
e op
erat
e, in
nova
tion
mus
t be
see
n as
a v
ital
asp
ect
of o
ur fu
ture
str
ateg
y. A
s a
serv
ice
prov
ider
, our
cus
tom
ers
shou
ld b
e at
the
hea
rt o
f eve
ryth
ing
we
do, d
rivi
ng c
reat
ivit
y an
d ch
ange
.
Inve
stm
ent
Stra
tegy
.
Del
iver
able
sB
enefi
ts
Impr
ove
qual
ity,
incr
ease
cho
ice
and
prov
ide
dive
rsit
y of
sty
le a
nd p
rice
poi
nt o
f
acco
mm
odat
ion.
Att
ract
bro
ader
cus
tom
er
segm
ents
and
ass
ist
wit
h aff
orda
bilit
y is
sues
.
Wor
k in
col
labo
rati
on w
ith
Uni
vers
ity
teac
hing
and
res
earc
h de
part
men
ts. P
rovi
de
wor
k ex
peri
ence
opp
ortu
niti
es fo
r st
uden
ts.
Enha
nce
the
stud
ent
livin
g ex
peri
ence
.
Prov
ide
com
mer
cial
opp
ortu
niti
es w
ithi
n th
e
loca
l com
mun
ity.
Achi
evin
g Ex
celle
nce.
Mak
ing
a D
iffer
ence
.
Wor
king
Tog
ethe
r.
Un
iver
sity
St
rate
gies
Un
iver
sity
G
uidi
ng
Pri
nci
ples
AC
S Th
emes
Str
ateg
ic P
lan
Act
ivit
ies
It is
ess
enti
al t
hat
we
cont
inue
to
inve
st in
our
faci
litie
s. W
e ha
ve a
n in
dust
ry-l
eadi
ng s
tude
nt r
esid
enti
al o
ffer
tha
t ha
s no
w s
et t
he s
tand
ard
for
othe
r un
iver
siti
es, b
ut s
ome
of o
ur c
ompe
tito
rs a
re q
uick
ly c
losi
ng t
he g
ap. T
o m
aint
ain
our
stro
ng c
ompe
titi
ve a
dvan
tage
, we
will
pro
gres
s ne
w a
nd e
nter
pris
ing
deve
lopm
ents
wit
hin
our
exis
ting
infr
astr
uctu
re b
y co
ntin
uing
to
inve
st a
nd c
reat
e ex
citi
ng o
ppor
tuni
ties
for
grow
th.
Inve
stm
ent
of £
10m
in r
efur
bish
ing
the
who
le o
f the
Uni
vers
ity’
s re
tain
ed
resi
dent
ial e
stat
e (1
,00
0 b
eds)
.
Dev
elop
alt
erna
tive
ent
erpr
ise
init
iati
ves
for
the
use
of r
esid
enti
al e
stat
e as
sets
.
Wid
enin
g Pa
rtic
ipat
ion.
Inte
rnat
iona
lisat
ion.
Part
ners
hip
Wor
king
.
Stu
dent
Em
ploy
abili
ty.
Civ
ic E
ngag
emen
t.
Con
tinu
ally
str
ivin
g to
lear
n an
d im
prov
e.
Und
erst
andi
ng a
nd
resp
ondi
ng t
o cu
stom
er
need
s.
Prov
idin
g a
safe
and
secu
re e
nvir
onm
ent.
Wor
king
in c
olla
bora
tion
wit
h ot
hers
.
Thes
e S
trat
egic
Pla
n ac
tivi
ties
will
form
the
bas
is o
f ann
ual o
pera
tion
al o
bjec
tive
s fo
r ea
ch a
rea
of o
ur b
usin
ess,
in t
urn
bein
g de
velo
ped
into
per
sona
l goa
ls a
s pa
rt
of o
ur S
taff
Rev
iew
and
Dev
elop
men
t S
chem
e. T
his
embe
ds o
ur S
trat
egic
Pla
n in
to d
ay-t
o-da
y ta
sks
and
help
s ou
r pe
ople
to
clea
rly
iden
tify
how
the
y co
ntri
bute
to
the
suc
cess
ful d
eliv
ery
of o
ur a
ctiv
itie
s, t
he a
chie
vem
ent
of o
ur V
isio
n, a
nd u
ltim
atel
y, t
o th
e ov
eral
l suc
cess
of A
CS
.
Conclusion
We believe that by pursuing these strategies, we can ensure a sustainable and profitable future for our organisation in a period of opportunity and change.
Being adaptive to emerging external and internal environmental conditions through a process of continuous review and improvement must become a natural culture in our strategic planning. Each strategy will be monitored and measured for the successful delivery of key milestones against our desired goals, responding to changing situations as they are predicted or emerge.
As well as measuring success against our strategies, we will ensure the overall success of our operational performance against agreed Key Performance Indicators (KPIs). Setting out demonstrable and measurable targets for improvement, the KPIs cover four important aspects of our business.
Our Finances – the achievement of financial budgets delivering a surplus
Our Products – the achievement of room occupancy targets in excess of 98%
Our People – the achievement of high levels of overall employee satisfaction
Our Customers – the achievement of high levels of overall customer satisfaction
Being progressive, flexible, focused, and continually striving for improvement and innovation, will provide an outstanding service for our customers and a solid platform for future sustainable success.
We will deliver excellence.
This Strategic Plan covers the period 2012-2016 and embodies our approach to ensuring a successful future for our business as an integral and essential part of the University of Sheffield. If you have any further questions for any of our teams, please
don’t hesitate to get in contact with us.
www.sheffield.ac.uk/acs