@chriscobblondon [email protected]. shared services >300 institutional customers. 1½...
TRANSCRIPT
@chriscobblondon [email protected]
Shared Services
•>300 institutional customers.•1½ million students on Moodle platforms•Nexus Enterprise Service Bus• Agresso hosting
• >50 institutional customers• largest careers service in Europe• >25,000 employers
• 12 institutions• >52,000 students• Coursera
Organisational Approachescost sharing and profit share
subscription subsidised by entrepreneurial activity
commercial terms with target surpluses
market rates tempered by core values/mission
Employment Issues• Embedding:
– Alignment to customer strategies.– Understanding the customer– Identity & Loyalties
• Ownership:– Direction – Priorities– Governance
KPMG Project• Develop a taxonomy of all services• Identify candidate services• Define the proposition• Assess the demand • Develop business models:
• CSG’s• “For Profit” Partners
STUDENT LIFECYCLE
In h
ouse
Sha
red
serv
ice
Out
sour
ced
to p
riva
te
sect
or
Out
sour
ced
to H
E
inst
itutio
nN
ot A
pplic
able
RE
SU
LT
Recruitment
Prospectus Development 0
Personalised Prospectus Printing 0
Standard Prospectus Printing 0
UK Prospectus Distribution (standard mail = in house) 0
International Prospectus Distribution (standard mail = in house) 0
Phone/Online Enquiries 0
Social Media and Digital Marketing 0
Design and Maintenance of Recruitment WebPages 0
Open Days Organisation 0
Open Days Delivery 0
HE Engagement/Widening Participation Events 0
Arranging Guided Visit/Accommodation Tours 0
Creation and Maintenance of Virtual Tours 0
Summer Schools 0International Recruitment - Selection, Contract and Performance Management of Overseas Agents 0
Overall score for Recruitment NOT APPLICABLE 0
Application and Admission
Student Communication (Customer Relationship Management) 0
UCAS Applicants (data transfer to admissions system) 0
Direct Applicants (data capture and transfer to admissions system) 0
Interview/Audition Scheduling and Management 0
Assessment of Applications 0
Processing Decision/Formal Offer 0
Clearing Process 0
Application Processing 0
Assessment of Applications 0
Bursary Management 0
Language Testing/Verification 0
Qualification Verification 0
Comparative Evaluation of International Qualification 0
Reference Checking 0
Visa Support 0
Fees Invoicing 0
UKBA Compliance Management 0
Overall score for Application and Admission NOT APPLICABLE 0
Student Records
Programme Registration and Enrolment 0
Module Enrolment 0
Student Data Management 0
Progression Management 0
Exception Handling (e.g. programme changes) 0
Overall score for Student Records NOT APPLICABLE 0
Retention Management
Metrics Monitoring to Identify Failing Students 0
Intervention Management 0
Overall score for Retention Management NOT APPLICABLE 0
Student Complaints Management/Resolution
Complaint Acknowledgement and Registration 0
Complaint Investigation 0
Student Mediation Services 0
Management of Decision/Hearing 0
Appeal Acknowledgement and Registration 0
Decision Review and Appeal Determination 0
Management of Case with OIA 0
Overall score for Student Complaints Resolution NOT APPLICABLE 0
Examinations – Exams and Coursework
Exam Scheduling 0
Exam Venue Booking 0
Exam Invigilation 0
Student Exam Registration 0
Exam Script Digitisation & Marking Workflow 0
Exam Script 1st Marking 0
Exam Script 2nd Marking 0
Transcript Production / Communication of Results 0
Results Recording/Administration 0
Overall score for Examinations NOT APPLICABLE 0
Graduations and Awards
Venue Management 0
Invitation Management 0
Gowns Hire 0
Photography 0
Catering 0
Facilitation of Graduation Day 0
Certificate Printing 0
Certificate Distribution 0
Confirmation of Attendance at the University 0
Confirmation of Qualifications 0
Overall score for Graduations and Awards NOT APPLICABLE 0
Alumni - Development Office
Alumni Career Mentoring 0
Alumni Contact, Data Research and Management 0
Management of Alumni Special Interest Groups and Chapters 0
Develop and Monitor Peer Networking 0
Alumni Magazine (preparation, publication and distribution) 0
Alumni Events 0
Directories & Year Books (creation, subscription and distribution) 0
Annual Fund Calling 0
Overall score for Alumni NOT APPLICABLE 0
Overall score for Student Lifecycle NOT APPLICABLE 0
Next Steps• Business Modelling• CSG’s• Governance Approval