RM Startup Event 29th and 30th July 2009

Back to [http://wiki.cetis.ac.uk/Previous_RM_Events#Relationship_Management_Startup_Event.2C_29th_and_30th_July_2009.2C_Birmingham. Previous RM Events: Relationship Management Startup Event 29th and 30th July 2009 Birmingham].

Introduction
The Relationship Management Startup Event was held on Wednesday 29th and Thursday 30th July, 2009 in 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 to the RMSAS (Relationship Management Support, Analysis and Synthesis) project team.

Back to Top of Page

Overview for CRM and SLRM Process Improvement Pilots
Speakers: Myles Danson and Simon Whittemore, JISC Presentation: Overview for CRM and SLRM Process Improvement Pilots (PowerPoint format) Podcast: Overview for CRM and SLRM Pilots - MP3 format (around 22 minutes, 19.8Mb)'''

Myles Danson, JISC SLRM Programme Manager introduced the event and gave a run-down of the reporting requirements, which include:
 * project website
 * project blog
 * project plan
 * quarterly questionnaire
 * case studies
 * final report.

Simon Whittemore, JISC BCE CRM Programme Manager, then gave an overview of the Relationship Management programme. Simon defined Relationship Management, for the purposes of this programme, as "the processes, practices, information and systems involved in managing relationships (with beneficiaries of institutional services, rather than suppliers) so that educational institutions can derive benefits from a coherent approach to customer/partner value". There were several reasons for initiating this programme, including: underdevelopment of coherent processes and information flow in the education sector; interactions between student, employers, and the instituion are becoming increasingly important and can add mutual value; enhancement of the student experience can improve student retention; and to try and overcome some of the pressures of the current economic climate.

The definition of BCE (Business Community Engagement) was given as "the strategic management of relationships with external partners and clients, and of the associated services". Improving BCE can provide particular benefits for the institution, including:
 * efficiency (of information and resources);
 * cohesion (across departments and encouraging a shared purpose); and
 * sustainability (of market position).

Within BCE, there are six streams. CRM fits into the first: Enhancing Knowledge Management, which helps institutions to enhance their knowledge assets. So, within the JISC Relationship Management programme, there are 13 BCE CRM projects, complemented by 7 SLRM projects, and supported by the Support, Analysis and Synthesis Project.

BCE/CRM/SLRM Quiz
Speaker: Andy Stewart, JISC InfoNet Presentation: BCE/CRM/SLRM Quiz (PDF format)

Andy Stewart's fun and light hearted session to kick start the day introduced participants to the concepts of the BCE programme, CRM, and SLRM in the form of a quiz. Participants were given the opportunity to work with one another, sharing knowledge and further develop relationships internally to the programme with the opportunity to win a prize.

The questions were all designed to make one think about what CRM and SLRM really means. It started off fairly simply by asking participants to guess what various acronyms stood for and then expanded out into more complex questions based on JISC Study of Customer Relationship Management Issues in UK Higher Education Institutions (PDF format) and the SLRM Landscape Study (PDF format).

Andy has produced a leaflet which has links to the material used in the quiz. You can try the quiz again yourself and just in case you need to cheat, the answers are at the end!

Are You Ready to Realise Your Benefits?
Speaker: Paul Bailey, JISC Presentation: Are You Ready to Realise Your Benefits? Podcast: [http://wiki.cetis.ac.uk/images/d/d8/PaulBaileyRM.mp3 Are You Ready to Realise Your Benefits? - MP3 format (around 11 minutes, 10.6Mb)]''' This session explored how ready project teams are to realise the benefits of their projects to the wider sector. The focus was on the type of activities and outcomes projects will produce that can bring wider benefits, in terms of efficiency, effectiveness and economics, to the project team's own and other institutions. The chapter on "Successful Approaches to Benefits Realisation" (page 39) of JISC Emerge's A User-Centred Social Learning Media Hub: Supporting the Users and Innovation R&D Community Network (PDF format - 2.7Mb) may be useful.

CRM Issues in UK HEIs
Speaker: Martin Haywood, The KSA Partnership with Matthew Donaghy, University of Nottingham, and Simon Whittemore, JISC''' Presentation: CRM Issues in UK HEIs (PowerPoint format) Exploring the findings, analysis, benefits and lessons identified in the JISC Study of Customer Relationship Management Issues in UK Higher Education Institutions (PDF format).

Relationships at Work
An introduction to the SLRM Landscape Study, systems thinking and modelling student lifecycle relationship management Speaker: Alan Paull, APS Ltd Presentation: Relationships at Work (PowerPoint format) Podcast: Relationships at Work - MP3 format (around 41 minutes, 37.9Mb)

In this session, Alan Paull highlighted useful techniques from the SLRM Landscape Study (PDF format) and described the practical benefits of systems thinking, diagramming and process modelling techniques. The session was not technical (no specific process modelling knowledge was needed), and there was a Q&A session for participants to discuss issues around their project's approach to thinking about SLRM.

Relationship Management Evaluation
Speaker: Matt Shreeve, Curtis & Cartwright Consulting Presentation: Relationship Management Evaluation (PowerPoint format) Podcast: Relationship Management Evaluation - MP3 format (around 9 minutes, 8.1Mb)'''

This session provided an overview of the programme-level evaluation of the Relationships Management programme. This independent and impartial evaluation will support the education and research sector by providing feedback and lessons from the programme. The session identified the involved parties and their responsibilities, directed projects to sources of advice and support, and offered a number of pointers for easy and effective evaluation.

Back to Top of Page

Introduction to JISC
Speaker: Simon Whittemore, JISC''' Podcast: Introduction to JISC - MP3 format (around 5 minutes, 4.4Mb)

The RMSAS Project
Speakers: Paul Hollins and Scott Wilson, JISC CETIS Podcast: The RMSAS Project - MP3 format (around 16 minutes, 15.3Mb)

How Service Design Techniques Can Improve Projects in Education
Speaker: Bill Hollins, Direction Consultants Presentation: Bill Hollin's presentation is in three parts: Service Design Part 1 (PowerPoint format), Service Design Part 2 (PowerPoint format), Service Design Part 3 (PowerPoint format). Podcast: How Service Design Techniques Can Improve Projects in Education - MP3 format (around 42 minutes, 38.2Mb)

Most services are developed in an inefficient manner. By considering this as a 'design process' and by applying some design techniques, services can be produced that are both less expensive and more successful. Bill showed how to benefit from applying 'design' to services.

Process Mapping and CRM
Speaker: Matthew Donaghy, University of Nottingham''' Presentation: Process Mapping and CRM (PowerPoint format) Podcast: Process Mapping and CRM (Part 1) - MP3 format (around 16 minutes, 14.6Mb) Process Mapping and CRM (Part 2) - MP3 format (around 16 minutes, 14.7Mb)

This session highlighted some of the outcomes from some recent JISC funded work around process mapping and CRM. It looked at some of the process mapping insights and tools Higher Education Institutions and Further Education Colleges might use if they are thinking about mapping key processes in relation to CRM. It was also a practical session and focussed on: What is a process map? Why are they important for CRM? How can they improve CRM? How do we scope the process and put the map together? And, hints and tips (and tales from the field)! Please note that the content of this session was also useful for the SLRM projects.

End of Relationship Management Startup Event 29th and 30th July 2009: Back to Top of Page