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Here is a list of events that have been held for the JISC Relationship Management Programme, as well as presentations by the JISC CETIS RMSAS team.
Date: 12 July 2012.
This was the final face-to-face event for all the projects in phase 2 of the JISC Relationship Management Programme to share their findings and to learn from each other.
Date: 17 November 2011.
This event will focus on the mid to latter stages of the service design approach, such as blueprinting and implementation/trialling of improvements. Exact details to be confirmed.
Date: 18-19 April 2011.
Date: 8 September 2010.
Location: ALT-C Conference, Nottingham.
Paper: Placing the Student at the Heart of the Process: Using student lifecycle relationship management and service design techniques to enhance the student experience (PDF Format - 177Kb)
Authors: Sharon Perry and Paul Hollins, JISC CETIS.
The Higher Education (HE) sector is currently under increasing pressure to respond to challenges from a number of quarters. Aside from the obvious economic factors, student expectations are also changing, particularly with regard to Information and Communication Technology (ICT). So how can the HE sector meet these changing (and challenging) expectations? One approach is to focus on the small-scale efforts that can be made to improve an institution’s effectiveness in enhancing the student experience.
This paper describes how using techniques traditionally associated with customer relationship management in the commercial sector can be used in conjunction with the student lifecycle to meet the changing expectations of the student. It should be considered as an early announcement of the research from several of the JISC Relationship Management Programme projects, which have been trialling service design as an approach to Student Lifecycle Relationship Management (SLRM). Examples of some of the small-scale technological changes made will also be provided. This approach places the student firmly at the heart of the process and may help institutions be more flexible, efficient and effective.
Date: 13 April 2010.
Location: JISC Conference, London.
Presentation: The Processes and Pitfalls of CRM (Powerpoint Format - 2.1Mb)
Presenter: Sharon Perry, JISC CETIS
This presentation put forward some of the findings from the RMSAS project and examined some of the issues relating to the adoption of CRM systems by HE institutions. The pitfalls and processes were described, alongside examples from some of the Relationship Management pilot projects. (There is further information about each slide in the "Notes" section of the presentation).
Date: 25-26 March 2010.
This was the final face-to-face event for all the projects in the JISC Relationship Management Programme to share their findings and to learn from each other. Sessions included:
Date: 18 December 2009.
An introduction to service design, including blueprinting, examples, and techniques. Sessions included:
Date: 8 December 2009.
Following on from a modelling discussion session that was held at the JISC CETIS Conference in November, this workshop focused on what modeling is and how it can be used. A blog post describes some of the soft systems methodology aspects. Notes written by Kamala Velayutham (JISC CETIS) are available. Sessions (with links to presentations) included:
Date: 29-30 July 2009.
This startup meeting for the BCE CRM (Business Community Engagement Customer Relationship Management) Process Improvement and SLRM (Student Lifecycle Relationship Management) Pilots introduced projects to CRM, SLRM, and the RMSAS (Relationship Management Support, Analysis and Synthesis) project team. Sessions included:
There is also a list of speaker pen profiles available.
Image by drniels.