JISC Project: CRM Self Analysis Tools

Project Findings, Tools and Wider Applicability

Dr Matthew Donaghy

Project Manager

Proposal Writing Skills for Scientists and Engineers

What was the vision?

To develop an open source self-analysis toolkit, empowering Higher Education Institutions (HEIs) to think through their people, process and technology issues before, during or after a Business and Community Engagement (BCE) orientated Customer Relationship Management (CRM) implementation.

In other words: Look before you leap!

Proposal Writing Skills for Scientists and Engineers

What did we deliver?

Process Maps

On how different HEIs (peripheral, tactical, strategic) manage their processes where CRM and BCE are concerned

Self Analysis Tools (‘Easy to Use’, Open Source)Focussing on how HEIs can think through people, process and technology issues prior, during or after CRM implementation. This means tools / diagnostics on:

• Linking CRM to BCE strategy• Change readiness• Process Mapping• Risk management (and scoring)• Thinking through security /

ownership• Implementation planning• Checklists

Proposal Writing Skills for Scientists and Engineers

Team Work!

How did we do it?

Project Advisory Group

(Academics, Staff, External

Organisations)

Project Manager

Process Mapper /

Tools Developer

Process Mapping

Support

Process Mapping and Research!

• Over 20 Institutions (HEIs and FECs)

• Peripheral, Tactical, Strategic

Proposal Writing Skills for Scientists and Engineers

What did we find (Process Maps)?

For ‘peripheral’ institutions, our process research found that many HEIs shared similar characteristics:

• Limited approach to information sharing

• Sporadic use of technology to maintain BCE contacts (but more of a localised ‘c-drive’ culture)

• Some interoperability between systems but nonetheless cultural issues in terms of a lack of willingness by schools or departments to share contacts and knowledge

Proposal Writing Skills for Scientists and Engineers

An example....B

us

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De

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en

t/

Ac

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em

ics

Un

ive

rs

ity

Bu

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es

s

De

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me

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Te

am

Fin

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De

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Funding

Opportunity for

Research ProjectStart

Telephone/Email/

Face-to-Face

Contact

Discussion on the

Research and

Project

Yes

No

Business Engagement – From University to Company

Email/

Telefone/

Meeting Contact

Academics

Agreement on

Research/Project

End

Sign Contract

Project Proposal

Pre-Award Team

Evaluation

Carry out Research

Project?

Receive Research

Funding

Research Student

Working on the

Research Project

Completion of

Research Project

No

YesPost-Award Team

Monitor

Company

Participation and

Financial Support

Research Project

Written Report

No

Yes

Submit Application

End

End

3-6 Months Project

approved?

Yes

NoEstblish Cooperate

Partnership

1

2

3

Proposal Writing Skills for Scientists and Engineers

What did we find (Process Maps)?

For ‘tactical / strategic’ institutions, our process research noted that:

• There is clear leadership embedded in the process (VC in HEI E);

• Strategic thinking and transparent policy development has supported information sharing approaches (HEI E and F on information sharing);

• There is ‘buy in’ to the processes (FEC As commitment to reducing departmental workload);

• Systems can be tailored to suit individual departments (HEI H have their own software support unit; FEC A are working towards CRM screens that appear ‘familiar’ to users).

Proposal Writing Skills for Scientists and Engineers

An example....

Commercial Enquiries

Uni

vers

ity

Y

N

N

Y

Y

N

Y

Regional enquiry

Y

N

N

Y

N

Introduce useful

contact

Client accept

Make enquiries and issue further

instructions

Proposal and contract sent

Progre

ss

monitor

ing

Details put on

“My Projects”

Is the work

complete?

Changes

required?

Request purchase order and start

work

Carry out work

Revise proposal

and update cost

Can university meet

customer

requirements?

Enquiry passed

to commercial

development

team Regional

Knowledge

House Process

Does the contact know

anybody who can help?

Already have a contact

within the university?

Can the contact help

directly?

Commercial enquiry

Discussions and

proposal with

client

Enquiry received and details

put on “My Projects” by the

commercial development

team

Skills/services search using “My

Projects”

Client and Consultant introduction

and discussions regarding proposal

and delivery

Feedback sought, project

reviewed & records archived

Invoice issued and paid

Proposal Writing Skills for Scientists and Engineers

Tools

www.nottingham.ac.uk/gradschool/crm/

Proposal Writing Skills for Scientists and Engineers

Conclusion

• Tools ‘testing’

• Wider applicability of tools

Thank You!