Funded RM Projects

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This is a list of the JISC Relationship Management Programme: Phase 1 projects, which ran from July 2009 to April 2010. It includes links to project blogs, websites, videos, and outputs, where available. The original call for projects to submit proposals for funding for the JISC Relationship Management Programme 2009-2010 can be found at JISC Grant Funding 05/09 Relationship Management Call.

A collection of documents and templates and key dates for the JISC Relationship Management Programme: Phase 1 2009-2010 can be found at Deliverables for the JISC Relationship Management Phase 1 Projects (BCE CRM and SLRM, 2009-2010).

The synthesis of the findings from the Phase 1 Relationship Management Programme projects is now available: Relationship Management in UK Higher and Further Education – An Overview, PDF Format (3.64Mb).

Birkbeck University of London
Project: BELS (Birkbeck Employer Links System) Start: June 2009 End: April 2010 Case Study: [http://wiki.cetis.ac.uk/images/c/cb/ItsAllAboutTheCustomerCRM.pdf It’s all about the ‘customer’. Customer Relationship Management: Making Strategic Intent an Operational Reality – A Vision for Higher Education The Birkbeck Example, Birkbeck, University of London (PDF format, 1.09Mb)] by Nduka, N. 2010. Final Report: BELS Project: Final Project Report (PDF format, 468Kb) by Nduka, N. 2010. Description: This project will put into practice the self analysis framework developed as part of Phase 1 of JISC's BCE work. The BELS project will focus on Birkbeck as an example of CRM usage and maturity within an institutional context, focusing particularly on the shift from tactical to strategic. It will also demonstrate process improvement within Birkbeck.

Bournemouth University
Project: CRMBU: Application of Self-Assessment Tool Start: 13th July 2009 End: 22nd January 2010 Case Study: CRMBU Project: Case Study (PDF format, 1.19Mb) by Roushan, G., and McManus, T. 2010. Final Report: CRMBU Project: Final Project Report (PDF format, 854Kb) by Roushan, G., Hughes, L. and Warren, N. 2010. Description: Early research at Bournemouth University provided outline process mapping and stakeholder analysis of interactions in the BCE area of its activity. This project will review and extend the previous work and enable integration with ongoing strategic relationship marketing development. The proposed objectives will establish a process model, utilising the Self Assessment Tool, as a best practice approach to understanding the levels of adoption of CRM process at Bournemouth. The project will focus on developing a clear understanding of stakeholder interactions in BCE, initially establishing a set of process models for all BCE stakeholders. These process models will be analysed and refined to establish a model that can be used in support of the selection, developing and implementing of an institutional CRM System supporting BCE.

Coventry University
Project: Extending the CRM Self-Analysis Framework Start: June 2009 End: April 2010 Blog: Extending the CRM Self-Analysis Framework Blog Website: Extending the CRM Self-Analysis Framework Website Case Study: Extending the CRM Self-Analysis Framework: Case Study (PDF format, 958Kb) by Everall, L. and Louch, C. 2010. Final Report: Extending the CRM Self-Analysis Framework: Final Project Report (PDF format, 185Kb) by Everall, L. and Louch, C. 2010. Description: The implementation of the process improvement project will allow a number of Coventry University's newly formed external business units to pilot the self-analysis framework to speed up the CRM support process and enable them to identify any people, process and technology issues prior to their potential merger into a University CRM system. The self-analysis framework will be used as a diagnostic tool to inform consolidation and extend overall CRM usage. The aim of this project is therefore to connect and accommodate the BCE activity from these new business units in order to extend the current CRM implementation at Coventry University from tactical to strategic usage.

Doncaster College
Project: CRM ACCORD Start: July 2009 End: April 2010 Case Study: CRM ACCORD Project: Case Study - Implementing a CRM into a FEC (PDF format, 155Kb) by Child, J. 2010. Final Report: CRM ACCORD Project: Final Project Report (PDF format, 166Kb) by Child, J. 2010. Description: The aim of this project is to develop the strategy, processes and culture that utilses the CRM to optimise revenue and increase the value of employer engagement through complete understanding and fulfiment of customer needs. This is a challenge in a large and diverse organisation. Inevitably, in such a large organisation each academy has its own culture, however, to have an effective CRM it is widely acknowledged that there must be one methodology of operation. The project will initially focus on the detailed project plan and 'buy-in' by all Academies this will move rapidly to a stage which informs strategic decision making and benefits from the information provided by a CRM embraced by the whole organisation.

Knowledge House
Project: PRM4NE: Investigation into the Potential of a Collaborative CRM for HE and FE in the North East Start: 6th July 2009 End: 30th April 2010 Blog: PRM for HE and FE in North East England Blog Case Study: PRM4NE Project: Case Study (PDF format, 325Kb) by Badak, Z. 2010. Final Report: PRM4NE Project: Final Report (PDF format, 1.17Mb) by Badak, Z. 2010. Description: Investigation in to the potential of a collaborative CRM system for the Knowledge House collaboration of universities and FE colleges in the North East. Within a regional context the study will consider the capacity to interface with Business Support organisations. Knowledge House is a collaboration of the North East's six universities underwritten by Newcastle University, One North East, Newcastle College, Teesside University, and The KSA Partnership.

Loughborough University
Project: PIPaL (Process Improvement Pilot at Loughborough) Start: 29th June 2009 End: 2nd April 2010 Blog: PIPaL Blog Video: One Minute Introduction to PIPaL Case Study: PIPaL Project: Case Study (PDF format, 8.85Mb) by Hamilton, M., Lad, A., Addison, A., and Brown, S. 2010. Final Report: PIPaL Project: Final Report (PDF format, 441Kb) by Hamilton, M. and Brown, S. 2010.

Description: PIPaL will apply the JISC Self-Analysis Framework and will report back on the success of its approach and make recommendations for enhancements to the framework where these would be advantageous. The project will also consider alternatives based on "data mining" technology such as the Google Search Appliance.

Roehampton University
Project: CRM for FutureSkills in Creative Industries in London Start: 29th June 2009 End: 30th April 2010 Website: CRM for FutureSkills Website Case Study: Overview of the Self-Analysis Framework: Case Study and Appendices (PDF format, 1.96Mb) by O'Regan, S. 2010. Final Report: CRM for Future Skills in Creative Industries in West London: Final Project Report (PDF format, 862Kb) by O'Regan, S. 2010. Description: Joint project by two West London Universities, Roehampton University and Thames Valley University focussed on BCE with Creative Industries sector of West London, mapping the CRM requirements to implement Collaborative Course Design, Workplace Development and Knowledge Exchange.

University of Central Lancashire
Project: Partner View Start: 29th June 2009 End: 30th April 2010 Blog: Partner View Blog '''Website: Partner View website Case Study: Partner View Project: Case Study (PDF format, 352Kb) by Holifield, P. 2010. Final Report: Partner View Project: Final Report (PDF format, 166Kb) by Holifield, P. 2010. Description: Partner View is a project to pilot the CRM Self-analysis Framework in a large post '92 University with wide ranging partner and customer relationships. The project will test the various elements of the self assessment framework and will explore the sensitivities of introducing institution-wide CRM in the University. Proposals for a system together with process mapping and a business case will result from the project.

University of Huddersfield
Project: HERMeS (Huddersfield Enterprise Relationship Management e-Strategy): An Enterprise CRM from Localisation to Enterprise Visibility Start: 29th June 2009 End: 30th April 2010 Blog: HERMeS Blog Website: HERMeS Website Case Study: HERMeS Project: Case Study (PDF format, 373Kb) by Worsdale, G., Mitchell, K. and Flanagan, S. 2010. Final Report: HERMeS Project: Final Report (PDF format, 131Kb) by Mitchell, K. 2010. Description: To pilot the use and development of self analysis tools to inform the development of CRM use across Schools and support services within the University of Huddersfield.

University of Hull
Project: CaRM Start: 1st July 2009 End: 30th April 2010 Blog: CaRM Blog at Hull Website: CaRM Website Case Study: CaRM Project: Case Study (PDF format, 1.43Mb) by Awre, C., Mays, V. and Kislicins, V. 2010. Final Report: CaRM Project: Final Project Report (PDF format, 476Kb) by Awre, C., Mays, V. and Kislicins, V. 2010. Description: The CaRM project will carry out a pilot project implementation of the use of the CRM Self-Analysis Framework, and deliver a case study describing the analysis and the outcomes from it. The work will be undertaken from a peripheral-tactical perspective, albeit in an institution that is aiming for a long-term strategic implementation. The project will also consider the cross-boundary issues, focusing on the relationships between the University and external businesses. The CaRM project will be undertaken in the context of existing preliminary work to implement a CRM system within two key departments at the University, the Business School and Logistics Institute, to assist them in their interactions with local businesses. The project will take advantage of this initial work to provide a basis upon which we will use the Self-Analysis Framework to identify a process for wider cross-institutional usage, maximising the value of using CRM overall.

University of Salford
Project: CRM for Business and Community Engagements Start: 29th June 2009 End: 31st December 2009 Case Study: CRM For Business and Community Engagement (BCE) - Self Assessment Framework: Case Study (PDF format, 482Kb) by Macpherson, S. 2010. Final Report: CRM For Business and Community Engagement (BCE) - Self Assessment Framework: Final Project Report (PDF format, 266Kb) by Macpherson, S. 2010. Description: This funding is being sought to support the continuing deployment of a Cross Departmental/Institutional CRM system, to support BCE activity. The funding will provide not only resource but the necessary tools to help the University move from a mix of peripheral and tactical positioning to a more strategic context. The initial phase of this project will be to confirm and benchmark the University's current position using the self analysis framework toolset. This will allow the University to provide baseline data for the continuing assessment and further deployment. Once this project has been completed, a further benchmarking exercise will be undertaken and its results and conclusions will be disseminated to other projects within this funding programme. The intention is for the University to continually assess effectiveness of its systems and processes towards BCE planning, management and co-ordination going forward post funding. This will also help inform the future strategic direction, focus and priorities for the University towards BCE.

University of Wales, Newport
Project: Newport CRM Process and Policy Development Start: 29th June 2009 End: 2nd April 2010 Case Study: Newport CRM Process and Policy Development Project: Case Study (PDF format, 652Kb) by Jenkins, L. 2010 Final Report: Newport CRM Process and Policy Development Project: Final Report (PDF format, 130Kb) by Jenkins, L. and Turnball, K. 2010 Description: The project will develop CRM processes and a policy for the University of Wales, Newport. By undertaking research into CRM and the various processes and systems used by various partners and stakeholders of the University, followed by an internal analysis to identify what partner information is gathered by each school/department and how it is recorded and used the project will seek to gain an understanding of the needs of the schools/departments our external partners and stakeholders to develop a University CRM process and policy to ensure that information is shared and in doing so increase the University's CRM process and usage maturity.

York St John University
Project: BCE CRM SAFE: Self Analysis Framework Engagement Start: 29th June 2009 End: 30th April 2010 Case Study: BCE CRM SAFE Project: Case Study (PDF format, 193Kb) by Smith, A. and Morrison, L. 2010. Final Report: BCE CRM SAFE Project: Final Project Report (PDF format, 1.01Mb) by Smith, A. and Morrison, L. 2010. Description: This project will use the CRM Self-analysis Framework to fast track York St John University's use of its newly installed CRM system to the strategic level. In doing so it will convert intangible assets (including business contacts and Alumni records) into contracts and donations. The project will focus on how to adopt the 'business philosophy' of CRM, rather than on how to implement the software system.

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Goldsmiths, University of London
Project: GoSLuRP (Goldsmiths Student Lifecycle Relationship Pilot Project) Start: 29th June 2009 End: 30th April 2010 Blog: GoSLuRP Blog Project Plan: GoSLuRP Project: Project Plan (PDF Format, 591Kb) by Bragaglia, T. 2009. Case Study: GoSLuRP Project: Case Study (PDF Format, 264Kb) by Thomas, K. 2010. Final Report: GoSLuRP Project: Final Report (PDF Format, 5Mb) by Thomas, K. 2010. Description: GoSLuRP aims to review the experience of our students throughout their 'Lifecycle' at Goldsmiths and transfer our approach to managing our engagement with students and prospective students. Through this project we will explore two distinct aspects of the student lifecycle to map processes and redesign services, namely: We will explore these stages with distinct subsets of students who will provide us with the opportunity to explore more complex engagements and services as part of the lifecycle, namely students with non-traditional entry routes, international students and postgraduate students. This will enable us to identify synergies and differences that will inform our institution-wide strategies and fulfil the needs of particular cohorts.
 * Pre-enrolment: pre-application, application, pre-registration;
 * Post-enrolment: registration, induction, early retention interventions, personalised programme planning.

Kingston College
Project: KRADLE (Kingston Relationship Application for Data on Learner Engagement) Institution: Kingston College Start: 28th June 2009 End: 30th April 2010 Blog: KRADLE Blog Website: KRADLE Website Project Plan: KRADLE Project: Project Plan (PDF Format, 489Kb) by Rogerson, J. 2009. Case Study: KRADLE Project: Case Study (PDF Format, 367Kb) by Porter, B. 2010. Final Report: KRADLE Final Report (PDF Format, 207Kb) by Porter, B. 2010. Description: The KRADLE project seeks to exploit the opportunities provided by ICT systems to manage and enhance the relationship between Kingston College and its learners. It focuses on the integration of existing web applications to create a two-way information environment for learners before, during and after their period of active study within the institution. Key outputs will be dedicated student and staff-facing portal environment, based on the College's online information environment (KC Online). The project will utilise web applications such as XML to capture, manage, process and present data on learners at a variety of points in the student lifecycle. It will exploit a range of channels to present information to students that deepen and sustain their relationship with the College. These will include mobile devices (using podcasts and web-based SMS services), RSS feeds for presentation in user-selected web-based and client applications; and email alerts. Teaching, organisational and management staff will also have access to dynamic information resources, which will provide timely and context-sensitive updates on the body of learners that have an association with the College.

Swansea University
Project: EITM - Using Emotionally Intelligent Transaction Mapping to Reshape Student Lifecycle Interactions Start: 28th June 2009 End: 28th April 2010 Blog: EITM Blog Project Plan: EITM Project: Project Plan (PDF Format, 998Kb) by Morris-Luck, M. 2009. Case Study: EITM Project: Case Study (PDF Format, 4Mb) by Speight, A., Wright, S., and Morris-Luck, M. 2010. Final Report: EITM Final Report (PDF Format, 2Mb) by Morris-Luck, M. 2010. Description: Aim: "To enhance the student experience by informing the process of designing student lifecycle transactions through Emotionally Intelligent Transaction Mapping". This project will be an enhancement to the ongoing programme of work to professionalise student lifecycle interactions at Swansea University. It will seek to focus on:
 * ensuring the smooth implementation of the University's RTRT (Right Time, Right Format) project (which aims to modernise significant elements of the pre-enrolment and post-enrolment stages of the student lifecycle for 2009 entrants);
 * taking a student-focused approach to service design through Emotionally Intelligent Transaction Mapping;
 * blueprinting the pre-enrolment and post-enrolment stages of the student lifecycle to ensure that RTRF and the related Enhancing the First Year Experience project are cogent with other developments in student lifecycle interactions that the University has already implemented; and
 * ensuring that developments in student lifecycle interactions can be "future-proofed", particularly with respect to campus infrastructure developments.

University College Birmingham
Project: Student Lifecycle Mid Point: Teaching, Learning and Assessment Feedback Start: 29th June 2009 End: 30th April 2010 Blog: Birmingham SLRM Blog Website: Birmingham SLRM Website Project Plan: Student Lifecycle Mid Point Project Plan (Word Format, 233Kb) Case Study: Student Lifecycle Mid Point Case Study (Word Format, 136Kb) Description: The project aims to enhance the sector’s knowledge of student lifecycle relationship management at the stages of teaching and learning processes and pastoral care by carrying out a feasibility study into the expansion of the existing electronic assessment tracking system to include the recording and provision of assessment feedback for students; thus providing a student centred process for reflection on feedback, facilitating improvements in performance and achievement, whilst also enabling tutors to provide enhanced pastoral care.

The project will allow UCB to evaluate students' perspectives and preferences more thoroughly, allowing further consideration to be given to the effective management of student relationships within this institution. It will also enhance student lifecycle relationship management at UCB by researching the feasibility of improving the overall quality of the student experience, the efficiency and effectiveness of our administrative processes and assessment feedback.

University of Derby
Project: DERBI (Development and Enhancement Review of Business Interfaces) Start: 29th June 2009 End: 30th April 2010 Blog: DERBI Project Blog Website: DERBI Project Video: DERBI (Development and Enhancement Review of Business Interfaces) Project Plan: DERBI Project: Project Plan (PDF Format, 406Kb) by Mutton, J. 2009. Case Study: DERBI Project: Case Study (PDF Format, 134Kb) and Appendix A: Blueprint of student transition (PDF format, 64Kb) by Morrison, S. and Mutton, J. 2010. Final Report: DERBI Project: Final Report (PDF Format, 181KB) by by Morrison, S. and Mutton, J. 2010. Description: The project will improve the quality of the student experience from pre-entry to readiness to engage in learning and teaching. Enrolment, as the point at which an individual’s status changes from an applicant to a student, is considered to be significant point for which a review of service design and student relationship management would be beneficial for the JISC community.

University of East London
Project: CABLE (Creating a Better Learning Experience) Start: 29th June 2009 End: 30th April 2010 Blog: CABLE Project Blog Project Plan: CABLE Project: Project Plan (PDF Format, 516Kb) by Reid, S., West-Robinson, R., McMcManus, J., Gbaja, S., Cole, L. and Wilkinson, R. 2009. Case Study: CABLE Project: Case Study (PDF Format, 237Kb) by Reid, S. 2010. Final Report: CABLE Final Report (PDF Format, 1Mb) by Reid, S., West-Robinson, R., McMcManus, J., Gbaja, S., and Cole, L. 2010. Description: CABLE is a partnership project between the University of East London and ICS, Ltd, a commercial provider of distance learning. The overall aim of this project is to create a better learning experience for distance learning students. CABLE will focus on the pre- and post- enrolment stages of the student lifecycle. The project will identify where efficiencies can be gained in the processes that constitute these stages, in order to direct more resource and attention towards the quality of the actual student experience. The primary focus will be to create a single source of truth that will enable both partners to improve the student experience. Technology will be utilised, where appropriate, to achieve this aim.

University of Hertfordshire
Project: Strengthening SLRM for Enterprise Students Start: 29th June 2009 End: 30th April 2010 Project Plan: SLRM for Enterprise Students Project Plan (PDF Format, 400Kb) Case Study: SLRM for Enterprise Students Case Study (Word Format, 5Mb) and SLRM Strategy (PDF Format, 2Mb) Final Report: SLRM for Enterprise Students Final Report (Word Format, 430Kb) Description: With the support of key UEN (University Enterprise Network) partners Microsoft and the NCGE (National Council for Graduate Entrepreneurship), the University of Hertfordshire would like to address the challenge of an integrated SLRM system that takes the needs of enterprise students into account.

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