Auxiliary Services on

CampusEmerging Issues in Higher Education

Presented by Manny Cunard

Campus Life Concepts, LLC

Session Summary1. Mission and Role of Auxiliary Services on Campus

2. Emerging Issues on Campus ….2010 and beyond

Service Provision

Accountability

The Sophisticated and Savvy Student

Changing Technology

How Students Learn

3. The New College Student

4. Re-defining Auxiliary Services and the Profession: New

Models for the New Campus

5. Leadership Requirements for a New Campus

6. Some interesting Possibilities for the Future

Auxiliary Services on Campus

A contemporary approach to

providing necessary services

for the campus community

Setting the scene…

American Higher Education

Academic Affairs

Administration and Finance

Alumni Relations and Development

Student Affairs

AuxiliaryServices

Most common structure

Pressing Budget Issues on Campus

Reduced funding is requiring institutional

leadership to make difficult decisions about

what is important and what can be deferred

or reduced.

General Services and Campus Life Services

are expected today to be independent of

institutional funding. The auxiliary services

model is the most common approach to

assuring full cost recovery.

Mission and Role of Auxiliary Services on Campus

1. Respond to the service and product needs of all

constituencies on campus

2. Focus on quality, service and value in a

competitive environment

3. Respond to identified institutional financial

expectations

4. Identify best approaches to service provision

5. Other priorities?

Defining Auxiliary Services

1. Typically (but not always..) operates as a business

on campus

2. Entrepreneurial by nature

3. Profit is usually not the primary mission of

auxiliary operations, but “contribution” to the

general fund is often an institutional expectation.

4. Full Cost Recovery is expected (overhead and

G&A Fees)

5. Customer Service is an important priority

6. Active student involvement is an important priority

Typical Auxiliary Services on Campus

Bookstore Transportation

Housing / Residence Halls One Card programs

Dining Services Convenience Stores

Vending Operations Conference Services

Laundry Services Athletic Concessions

Parking Services OTHERS?

Printing and Copy Services

Emerging Issues in Higher Education:Public and Private Colleges and Universities

What is happening in Service Provision and Auxiliary Services?

Emerging IssuesWhat is happening in Campus Services and in

Auxiliary Services?

1. Privatization/Outsourcing of Services and Facilities

2. Accountability/Outcomes Expectations (funding impact)

3. Changing Values and ... the Business Savvy Student

4. Expanding Technology

Communications/Information

E-Commerce

5. New Learning Models

Distance Learning and “The Career University”

Fused Learning Environments

Emerging Issues in Higher Education…..

Our response to these pressing issues will play a critical role on setting our future…

Strategic Assessmentan important frame of reference

What if we did nothing ?

Our Core Mission & Values

Our Auxiliary Operations and Campus Services as

We Know Them

Our Commitment to Student Development

(a responsibility of all)

Student Governance, Leadership/Employment

Opportunities

Our Ability to Provide Services

Our Financial Base

A Preview of Our Future: No. 1

Privatization and outsourcing of services

The privatization of services, programs and

facilities management on campus is rapidly

changing the business of Higher

Education…

Re-Inventing the Profession

Privatizing the CampusContracted services…

The rapidly expanding decision to

privatize or outsource services and

programs on campus is considered to

be the single most significant issue for

auxiliary operations today…

Privatizing the CampusContracted services…

The rapidly expanding decision to

privatize or outsource services and

programs on campus is considered to

be the single most significant issue for

auxiliary operations today…

Privatizing the Campus

Contracted services…

New approaches to providing services and products

Campus Stores Security

Convenience Stores Printing Services

Postal Services Maintenance

Housekeeping Lands and Grounds

Halls of Residence Dining/Catering Operations

Parking Management Transportation

Information Technology Other Services?

Financial Services

Privatizing the Campus

Contracted services…

Special Services that are contracted on many campuses

Golf Course Management

Airport/Private Plane Management

Physical Plant and Facilities Services Management

Hotel Management

Conference Services Management

IT Support and Management

Financial Services Management (A/P, checks, etc.)

Privatized or Outsourced services on your campus….

A Preview of Our Future: No. 1

Privatization and outsourcing of services

Required Skills

for effective Contract Management Assessment and Review

Selection Skills

Service Management

Financial Management

Staff Transition Issues

On-going Review

Negotiation Skills

Re-Inventing the Profession

A Preview of Our Future: No. 2 accountability

Government and Stakeholder Expectations

Greater Cost Control=Greater Efficiency

Outcomes Expectations will include Financial Penalties

Increased Revenue Generation to Support the

Core Academic Mission.. greater expectation from Auxiliaries

Eliminate Waste and Unnecessary Programs

Students expected to pay more…….

Re-Inventing the Profession

A Preview of Our Future: No. 3 changing values

The New Student:

Mature Consumer…..Tomorrow’s students will seek out what they want

Quality and Service are expectations…can our services respond?

They will not be satisfied with the traditional collegiate residential living experience

They will demand greater value for their money, particularly in books, sundries and food

They will make decisions re: institutions of choice based more on convenience, quality of life issues and value of services

Re-Inventing the Profession

The New Student Demography (U.S)

On Campus Today (US) - 16 million students (Full and part time)

44% over 25 years of age

43% part-time

75% work, average 25 hours/week

58% female

16% full-time, 18-22 years old

Next three to five years:

7-10% gain in total enrollment (conservative)

15% gain possible

Virtual matriculation is a reality

ACE

The New Student Demography

Future Growth Populations

Lower division students

Older, working adults

White, Hispanic youth

Graduate Students

20-24 year olds, male and female

Continuing professional learning, non-degree

Declining Populations

Graduate students

African American Students

25-34 year olds

International Students (changing…)

ACE

Students As Sophisticated Customers

College experience recedes in importance

Overshadowed by work, friends, familyLevine

From the college experience they want: Convenience

Quality and service

Value for cost

Premium on time and money

Pay for what I use (only)

Less interest in student governance

Students As Sophisticated Customers (Continued)

From college they want (continued)

Frequent parental involvement

Social life moved off-campus

Academics: by the book

Experience as customers shaped by the

rest of the economy

Personalization

Satisfaction and convenience

Speed

The New Campus Retail Environment

Our Customers75% say they ate fast food last week

47% shopped at a mall this month

78% of undergraduates have credit cards

Don’t want to wait in lines, don’t negotiate

bureaucracies well

Technologically precocious

70% surf the WEB everyday

Women: 58% of college population

The New Campus Retail Environment

Our Customers Average 19 yr. old spends $140 / week

Brand Conscious

Sophisticated shoppers

Value and price equation remains critical

Trend is back towards younger students

2007/8 close to 40% of students under 24

More general knowledge, but less like likely to exercise

discipline and focus

Expect that they should make “B”s

The New Campus Retail Environment

Our Customers Influenced by brands, once committed

demonstrate loyalty

Authentic, unassuming, respond to humor,

irony and the unvarnished truth

Most ethnically diverse group in collegiate

history

24/7 thinking

Cool over all else

Responding to the New Student:Implications for Auxiliary Services

Continued increase in Privatized/Outsourced

Housing

De-centralized retail sales of convenience

products, supplies, etc. “Local and Residential

Neighborhoods”.

Expansion of HRM (Home Replacement Meal)

programs. Campus Residential Restaurants

De-centralized activities programs?

Others?

Our time together tomorrow morning….

A preview of our futureTechnologyNew Learning Models

Campus Facilities

The fusion of Knowledge Age Activities

The idea of Fused-Use Facilities

New Leadership Requirementsin Auxiliary Services

Auxiliary Services on Campus

Emerging Issues in Higher

Education

Part 2

Presented by Manny Cunard

Part 2 CBMI 2010

A preview of our futureTechnologyNew Learning Models

Campus Facilities

The fusion of Knowledge Age Activities

The idea of Fused-Use Facilities

New Leadership Requirementsin Auxiliary Services

A Preview of Our Future: No. 4 technology

E-Commerce will change the way we do

Business

Bookstores will get smaller (the virtual

bookstore?)

Text book sales competition will continue to

grow (B&N; Amazon; Course web, etc.)

Traditional retail sales revenues on the

campus will continue to decline at

institutions that are not prepared

Re-Inventing the Profession

A Preview of Our Future: No. 5 new learning models

Technology will change the way we live, teach and learn

Distance Learning programs will continue to grow (Web instruction; Phoenix, NTU, MEU

Career focused higher education will become a priority for many

E-Books will become standard on campus (Bookstore and internet downloading)

Re-Inventing the Profession

A Preview of Our Future: The Campus Bookstore

Re-Inventing the Profession

Course materials 62.88% $6.771 billion

Computer products 10.35% 1.114 billion

Insignia merchandise 9.96% 1.073 billion

Other merchandise 6.27% .675 billion

Student supplies 6.25% .673 billion

General /trade books 4.29% .462 billion

100.00%

$10.768 billion NACS

New Learning Models….impact on sales

What we can expect in the next 5 years.

Pricing will grow at the rate of inflation

However, sales of textbooks in brick and mortar stores will decline at 2% a year...

On-line purchasing

Increased use of E-Books

University of PhoenixThe New Face of Higher Education

Statistics

Annual Revenues: 2005: over $410 million

National Coverage: @ 33 states and P.R. with more states pending

World coverage: Netherlands, Canada, UK

Growth:

1989: 5,400

2009 over 80,000

Re-Inventing the Profession

0

10000

20000

30000

40000

50000

60000

70000

1989 1993 1997 2002

Growth

Source: Univ. of Phoenix,

USA Today,

A Preview of Our Future: New learning models

Distance Learning

Distance Learning as a primary educational

choice will continue to increase significantly

in the next decade..

Is American Higher Education prepared to

initiate new learning models and new

technologies to respond to this shift?

Re-Inventing the Profession

A Preview of Our Future: New learning models

Distance Learning

Australia….20% of H.E. Revenues

Japan…technology is driving 24/7 learning

Re-Inventing the Profession

A Preview of Our Future: new learning models

If all this is true….

What will happen to the traditional auxiliary

operations and student services on our

campuses…to the student employment and

student development priorities that have been so

important in our past?

How can we continue to support the learning

experience?

Re-Inventing the Profession

Campus Facilities

The fusion of Knowledge Age Activities

The idea of Fused-Use facilities

New Leadership Requirements

Panel Discussion: Perspectives From the Field

Key Points for Discussion

Emerging Issues in Higher Education:

Creating new spaces for theAuxiliary Enterprise..

The impact of technology….

Technology

The Fusion of Knowledge Age Activities

Learning

Work

Personal

Development

Commerce

Expression of

Spirituality

Slide created by Don Norris

Recreation

Discovery

Contemplation

Entertainment

The Knowledge Age!

Physical learning places

will be everywhere.

Desktops

Private Spaces

Student Unions

Public Places

Academic Units

Classrooms

Community Learning

Centers

Homes of

Students

Laptops

Boardrooms

Dining Rooms

Halls of

Residence

The Campus of the New Millennium

Auxiliary Operations, Physical Plant and Facilities Implications

•

How do we create new spaces to support the fusion of knowledge and

the new learning enterprise

Our Role in the Learning Process

The new campus will require a different kind of service and physical space…….

Learning spaces will be everywhere

When a person can learn anywhere, anytime, the

nature of the “where” becomes a key determining

factor

Our Role in the Learning Process

The new campus will require a different kind of service and physical space…….

The nature and quality of the space becomes a critical

element of the learning “experience”

New construction and retrofitting of services and

facilities on campus will become a critical issue

Campus facilities will take on a very different look…..

In the past…we built facilities and spaces to respond to single or dedicated functions...

libraries, student unions, and classroom buildings for particular disciplines, administration buildings, residence halls, catering facilities.

In the future... we will need to create not multi-use, but fused-use facilities…we must merge recreation, service, learning and living.

Campus Facilities

Campus Facilities

Fused-use Spaces•Residence Halls will support interactive learning

•Dining Facilities will provide access to libraries

•Lounges will provide wireless access to the web

and to virtual classrooms.

Other Examples……….

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Campus Facilities

Fused-use Spaces

Campus Facilities

Fused-use Spaces

What about building community?

Can technology help to enhance a sense

of community on campus………your

thoughts??

We cannot forget…...The student’s experience at college is effected by much more than what takes place in the classroom…...

The experiences that result from the auxiliary

operations…. the services, spaces and programs

offered on campus… are critical to the positive

learning experience.

By providing effective services and responsive

facilities, our auxiliary services departments and

student services will continue to play an important

role in the learning process.

A diversion…..

How do we impact the learning

experience??

Active and Passive Learning

How do we impact the learning experience??

Active and Passive learning

Entertainment

•Watching a concert on

TV

•Watching a

documentary on the

Grand Canyon

Educational

•Discussing the concert

performance in class

•Learning about the Grand

Canyon in school

Esthetic

•Attending a live concert

.Viewing the Grand

Canyon from the rim

Escapist

•Playing an instrument

in a concert

•Descending the

Grand Canyon on foot

Active Participation

Immersion

(Involved in Sights, Sounds,

Smells)

Passive

Participation

Absorption

(Removed Observers)

Slide by Don Norris

Auxiliary Services Leadership Requirements for the New Millennium

What characteristics are required of

Auxiliary Leadership on our campuses in

the future? Collaboration/Partnerships

A strong business perspective

Business Savvy / Entreprenuership

Commitment to a quality student experience

Willingness to consider new ways of doing things.

A commitment to building community...

Auxiliary Services Leadership Requirements for the New Millennium

Building Community

Whatever we might accomplish in our departments…

whatever we might identify as long term goals or financial objectives for our organization….

Auxiliary Services Leadership Requirements for the New Millennium

…...We will not be truly successful in our

efforts unless we continue our commitment to

expanding and maintaining a strong sense of

community…

Without community…without a shared

common vision for the future….

Lose direction….

People assume that everyone will place

their own self-interest first

Auxiliary Services Leadership Requirements for the New Millennium

As leaders on our campuses, we need to work

to create an environment founded on a sense

of common good…….

….and that is what community is all about

Auxiliary Services Leadership Requirements for the New Millennium

Preparing for the Millennium..

A Final Look in to the Future

We all need to find the time to reflect on the meaning of the new auxiliary operation…the living, learning and social environments of the future....

Some Interesting and Provocative Possibilities for Our Future

After 4:00 pm , the dining services operations on

many college and university campuses will be

primarily HRM. (full meal take-out)

Within the 2 decades, traditional halls of

residence and traditional dining operations will

no longer be built on the campus.

Residence halls will become residential

neighborhoods, providing social programs,

recreation, restaurants, and convenience items.

More Interesting Possibilities for the Future

Wireless communications will be available to all students, at all locations....students will access electronic information modules via a life long access number……electronic downloading of academic texts will become the norm on campus.

Within the next decade, at least 50 % of the educational curriculum of higher education will be delivered through some form of distance learning

Within the next 5 years, undergraduate students will receive up to 30 % of their academic program through electronic transfer and distance learning delivery.

Implications for our cost recovery based services?

More Interesting Possibilities for the Future Your thoughts about the future?

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General Discussion

New Auxiliary Operations

New Delivery Approaches

New Priorities

Expanded Financial Expectations

General Discussion

New Auxiliary Operations

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General Discussion

New Delivery Approaches

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