Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 1
Sustaining Relationship ManagementAfter the programme
Myles Danson Alan PaullSimon Whittemore Martin HaywoodSharon Perry Ian MooreLisa Corley Lauren CurriePaul Hollins Peter Kawalek
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 2
10.00 – 10.10 WelcomeIntroductions and Housekeeping
Simon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Objectives
To reflect on the successes and impact of the programme
To consider what challenges remain & explore strategies for dealing with them
In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sector
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Agenda
10:00 – 10:10 Welcome (Simon, Lisa & Sharon)
10:10 – 10:30 The journey so far (Myles)
10:30 – 12:20 Strand 2, Sharing RM &the student experienceStrand 3 Sharing Engaging Alumni using RM
12:20 – 12:50 CRM Handbook
12:50 – 13:40 Lunch
13:40 – 14:30 Surfacing impacts (Simon & CFs)
14:30 – 14:45 Resources for the future (Sharon & Lisa)
14:45 – 14:55 Coffee
14:55 – 15.45 Next steps forward (Simon & Myles)
15.45 – 15.55 Plenary & evaluation
16:00 Close
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 12 July 2012 | | Slide 5
10.00 – 10.20 The Journey So FarWhere have we come from?
Myles Danson
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
September 2010
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
A Call for Projects
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Projects Appointed
CRM Handbook Huddersfield Univ , Teesside Univ
SLRM Progression / Retention Sheffield, Loughborough, Nottingham, Roehampton, Southampton,
Derby, North Glasgow College , UEL/AMOSSHE
Alumni EngagementBrunel, Hertfordshire, Aston, UWIC, Kent, Surrey, Glasgow
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Programme Designed
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
RM Projects Innovate
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Programme Level Outputs Emerge
Briefing papers Managing your customersDraft of ‘Crib Sheet’ Just Enough (to get started in) Relationship Management
Critical Friend Papers; Lauren ‘Service Design in HE’, Peter ‘Future of Alumni Engagement’
BCE CRM Handbook (AURIL Conference Launch)
CASE Conference
Compendium of Good Practice in Relationship Management
Webinar in January 2013
Overview of RM (Good practice Guide)
CETIS Conference Session on RM Compendium
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Project Outputs Emerge
Case Studies (Progression / Retention) / Report (Alumni)
Videos
Impact Analysis
Programme Evaluation / Completion Report (questionnaires)
Financial Report (JISC budget template)
CRM Handbook
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
RM Programme: Context Activities and Outputs
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 14
10.35 – 12.20 Sharing the RM Experience
Break out; Projects and Critical Friends
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 15
12.20 – 12.50 The CRM Handbook
Strand 1
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 16
12.50 – 13.40 Lunch
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 17
13.40 – 14.30 Evaluation and Impact Panel
Simon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Why Assess Impact?
1. Learning and Improvement Optimise and inform current and future interventions
- Help achieve success by advising on current plans - Promote evidence-based learning that informs future plans
2. Accountability Provide accountability for JISC investments
- Assess the impact of the investment- Assess value for money and fitness for purpose
3. Project Value Ability to demonstrate value internally
- Gain senior management support- A case for future investment
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Key principles
Self-evaluation– embedding the evaluation discipline at all levels
Measurement of change – baselines – indicators: evidence of change
Determining attribution – specific impact of JISC funding of the project
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
JISC Invested in RM to:
Help professionalise mgt of business-critical relationships
Save costs, eliminate inefficiencies and improve processes
Help institutions avoid purchasing costly /divisive systems before business processes & policies to benefit from them
Enhance understanding of processes and their interdependencies across departments and functions
Improve the customer/partner experience
Help institutions identify and deliver increased value for
– The institution itself
– The customer/ partner
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Some Target Benefits
an enterprise-wide approach to developing and maintaining strategic relationships; better connectedness internally;
enhanced capability and good practice in RM processes, and in managing the change and investment management implications;
ability to identify ‘at risk’ students in order to reduce non-completion rates and improve student retention rates;
mutually beneficial alumni engagement enabled by web technologies and innovative information management;
use of service design, service blueprinting and process modelling techniques to improve the customer experience;
improved student experience, whether campus-based/ remote;
improved experience for business and community partners
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Critical Friends’ Emerging Impressions
Alan Paull
Martin Haywood
Lauren Currie
Peter Kawalek
Ian Moore
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 23
14.30 – 14.45 Resources for the Future
Sharon PerryLisa Corley
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Overview of Resources
Just Enough RM Resource
Compendium of Good Practice
Pathways to Good Practice
Events
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Just Enough RM (to get started) Resourcehttp://rminhe.pbworks.com
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Compendium of Good Practice in RM
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Let’s Do It! (Let’s Service Design) –
Lauren Currie
Impact Analysis Evaluation Synthesis
(Critical Friends)
The Future of Alumni
Engagement (Peter Kawalek)
Videos/Audio
Strand 2 Case Studies (Student
Retention)
Strand 3 Case Studies (Alumni
Engagement)
Intro/Exec Summary
CRM Handbook Overview
Just Enough
Conclusion/Recommendations
Good Practice in RM Webinar
JISC CETIS Conference
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Pathway to Good Practice in RM
Paving the way
Context, Benefits, Rationale
Signposts to Just Enough and Compendium
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Events
Webinar
JISC CETIS Conference
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 29
14.45 – 14.55 Coffee
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 30
14.55 – 15.45 Next Steps
Myles DansonSimon Whittemore
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
JISC EA Road to Value
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Explorer: researching, investigating EA, identifying potential change projects, developing a case
Adopter: planning, orienting, engaging with colleagues, designing a live project
Implementer: initial project under way, with training and support
Achiever: First results, impact and value evident - may be hard to quantify at this stage
Practitioner: EA is an established professional approach for strategic change and development
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | slide 32
Relationship Management: A Road to Value?C
US
TO
ME
R/
PA
RT
NE
R V
ALU
E
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
STRATEGY
Process Efficiency
Data Sharing
Policy Enablers
Change Mgt
Reporting & Bus. Intell.
INS
TIT
UT
ION
AL
BU
SIN
ES
S V
ALU
E
System interoperability
Service Design and Management
Innovative Customer Engagement
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
JISC Emerging Practices Initiative
Identifies related artifacts
Builds a curriculum
Offers a range of delivery methods
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Emerging Practices Initiative For RM
Break into Groups (30 minutes)
Construct an RM Road to Value (maturity stages, features, themes)
Identify the issues that need addressing eg
– Process Efficiency
– Data Sharing
– Policy Enablers
– Change Management
– Reporting and Business Intelligence
Map in resources you have used / developed
Identify any gaps!
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | slide 35
Relationship Management: A Road to Value?C
US
TO
ME
R/
PA
RT
NE
R V
ALU
E
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
STRATEGY
Process Efficiency
Data Sharing
Policy Enablers
Change Mgt
Reporting & Bus. Intell.
INS
TIT
UT
ION
AL
BU
SIN
ES
S V
ALU
E
System interoperability
Service Design and Management
Innovative Customer Engagement
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Feedback
10 minutes
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Moving from Project to Business Change
JISC Strategic ICT Toolkithttp://www.jiscinfonet.ac.uk/strategy/ict/
– organisations that deploy techniques to achieve stronger engagement with the strategic technology agenda are substantially more successful in delivering against their corporate goals
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SICT Diagram
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UCLAN Diagram
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
What Next
JISC to consider building a EPI for an RM SICT Enabler
EPI for RM providing mechanism for projects to continue RM work
Projects to consider SICT with Senior Managers
SICT to demonstrate your strengths in RM and help with business change
SICT to demonstrate JISC opportunities elsewhere
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 41
15.45 – 16.00 Plenary and Feedback
Myles DansonSimon WhittemoreSharon PerryPaul Hollins
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management
Feedback
How did we do?
Objectives
– To reflect on the successes and impact of the programme
– To consider what challenges remain & explore strategies for dealing with them
– In particular to consider what the projects, JISC and Critical Friends can continue to do beyond the current funding period of the RM programme to sustain momentum, both for their individual projects (moving from ‘project’ status to ‘business change’) and for RM as an agenda across the sector
Event evaluation form - http://www.surveygizmo.com/s3/975373/FinalRMJuly2012
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Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 04/18/2023 | | Slide 43
Thank You!
Wishing you all a safe journey home and a successful embedding of your project work so far!
Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management18/04/2023
© HEFCE 2012
The Higher Education Funding Council for England,
on behalf of JISC, permits reuse of this presentation
and its contents under the terms of the Creative Commons
Attribution-Non-Commercial-No Derivative Works 2.0 UK
England & Wales Licence.
http://creativecommons.org/licenses/by-nc-nd/2.0/uk
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