Previous RM Events

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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.

Sustaining Relationship Management Beyond the Programme
Date: 12 July 2012. Location: Manchester.

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.

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Using Service Design in HE and FE
Date: 17 November 2011. Location: Birmingham.

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.

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Relationship Management Programme Startup Meeting
Date: 18-19 April 2011. Location: Nottingham. Sessions included:


 * Overview of the JISC Relationship Management Programme - Myles Danson and Simon Whittemore, JISC
 * The RMSAS Project - Sharon Perry and Paul Hollins, JISC CETIS
 * Icebreaker - Myles Danson, JISC
 * The Relationship Management Love-In
 * Introduction to Action Learning - Myles Danson, JISC
 * Introduction to CAMEL - Paul Hollins, JISC CETIS
 * Reporting by Exception - Myles Danson, JISC
 * Cluster Allocations - Sharon Perry, JISC CETIS
 * The Importance of Alumni - Simon Whittemore, JISC
 * Service Design - Lauren Currie, Snook
 * Introduction to Service Design
 * Practical Service Design Session
 * Round-up of the Event

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ALT-C Conference Paper: Placing the Student at the Heart of the Process
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.

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JISC Conference Demo: The Processes and Pitfalls of CRM
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).

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Final Relationship Management Programme Meeting
Date: 25-26 March 2010. Location: York. 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:


 * Introduction and Overview - Paul Hollins and Sharon Perry, JISC CETIS.
 * Importance of the Projects and How They Will Feed into Future Work - Myles Danson and Simon Whittemore, JISC.
 * Presentations from the CRM Projects.
 * Presentations from the SLRM Projects.

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Service Design Event
Date: 18 December 2009. Location: Derby. An introduction to service design, including blueprinting, examples, and techniques. Sessions included:


 * Blueprinting and Other Techniques - Polina Baranova, University of Derby
 * The DERBI Approach to Service Design - Sue Morrison and Rachel Crane, University of Derby
 * Practical Session on Service Mapping - Polina Baranova, University of Derby
 * Smoothing the Service - Polina Baranova, University of Derby

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Introduction to Modelling Workshop
Date: 8 December 2009. Location: Birmingham. 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:
 * The Modelling Journey – Yvonne Howard and David Millard, JISC CE Team. A lightweight introduction to systems thinking, including a practical activity around SSM (Soft Systems Methodology) - see some of the models produced on the day - and a quick look at specific modelling tools and methods, including use case analysis, UML (Unified Modelling Language) and BPMN (Business Process Modelling Notation).
 * Putting Modelling in Context – Bill Oliver, JISC. A step-by-step walkthrough putting the mapping of business and institutional processes in context.
 * Introduction to ArchiMate – Wilbert Kraan, JISC CETIS. A brief overview of ArchiMate, along with some examples of it in action.
 * Panel Session – All Presenters

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Relationship Management Startup Event
Date: 29-30 July 2009. Location: Birmingham. 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:


 * Overview for CRM and SLRM Process Improvement Pilots - Myles Danson and Simon Whittemore, JISC
 * BCE/CRM/SLRM Quiz - Andy Stewart, JISC InfoNet
 * Are You Ready to Realise Your Benefits - Paul Bailey, JISC
 * CRM Issues in UK HEIs - Martin Haywood, The KSA Partnership with Matthew Donaghy, University of Nottingham, and Simon Whittemore, JISC
 * Relationships at Work: An Introduction ot the SLRM Landscape Study, Systems Thinking and Modelling Student Lifecycle Relationship Management - Alan Paull, APS Ltd
 * Relationship Management Evaluation - Matt Shreve, Curtis + Cartwright Consulting
 * The RMSAS Project - Paul Hollins and Scott Wilson, JISC CETIS
 * How Service Design Techniques Can Improve Projects in Education - Bill Hollins, Direction Consultants
 * Process Mapping and CRM - Matthew Donaghy, University of Nottingham.

There is also a list of speaker pen profiles available.

Image by drniels.

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