the faculties service excellence project: enhancing the service culture in academic administration...

Melissa Bradley, Chloé Gallien and Linda Lough

The Faculties Service Excellence Project: Enhancing the service culture in academic

administration at Kent

Welcome / Introductions

• Melissa Bradley, Faculty Administration Manager, University of Kent ([email protected])

• Chloé Gallien, Faculty Administration Manager, University of Kent ([email protected])

• Linda Lough, Faculty Administration Manager, University of Kent ([email protected])

AUA conference 25th March 2013

mailto:[email protected]



Session Outline

• Welcome and Introductions

• University of Kent context

• Development of Project Idea

• Implementation of Project

• Learning Points

• What Now?

• Questions

• Discussion


University of Kent – Context (I)

• Founded in 1965

• 19,665 students and 3,152 members of staff

• Locations in Canterbury, Medway, Brussels, Paris, Rome and Athens

• Three faculties (Humanities, Sciences and Social Sciences), comprising 19 academic schools and 3 academic centres.



Context (II)

• The Faculty Manager roles at Kent were created in 2009 as a consequence of a University wide administration review which recommended that all academic administration services should be brought together under one structure

• The purpose of the changes was to develop the efficiency, effectiveness and consistency of the University’s administration, provide a professional support structure and career development opportunities for administrative staff

• Previously many of the administrative functions in the 19 academic Schools had developed in an ad hoc fashion according to local contexts


Context (III)

• The Faculty Managers at Kent outlined 4 key aspirations:

Developing processes

Developing people

Developing connections

Developing strategic awareness

These linked to the University’s vision of:

• Operating in an efficient, effective, sustainable and professional manner, (Institutional Plan 2009-2012)

i


How the Service Excellence Initiative developed

• Request from a School for customer service training

• Discussion among Faculty Administration Managers in consultation with Learning & Development

• Interest from Schools; addresses three of key aspirations (processes, people and connections)

• Enhancing Service Excellence established as a high priority and the original idea evolved into agreement to run a year long initiative

• Establishment of Project Team and admin support

• Project notes and actions recorded by Project team


Service Excellence Initiative aims

• To provide wider access to different learning and development methods

• To facilitate joined up thinking and understanding e.g. breaking down silos

• To enable sharing of good practice across the different Schools and Faculties

• To provide a forum for staff to meet one another and put faces to names

• Above all to celebrate the service delivered by administrative staff to students and academics as well as to other professional colleagues

Service Excellence Initiative - ImplementationPhase 1- Half-day Conference


Academic Division - Service Excellence Conference, 12 January 2012 Keynes College Outline Plan for the day

9.00 Arrival and refreshments.Keynes Atrium(following sessions in KLT1 up to the break at 10.45)

9.15KLT1

Welcome and context Jon PinkAcademic Registrar

9.35 KLT1

Keynote session 1The Only Cake Shop In Town:The Language of Signs and First Impressions A talk with some audience participation looking at first impressions that service users may get, and how this may affect their attitude and behaviour.

Ash CharltonAce Training Courses

10.05KLT1

Keynote session 2Student perspectives on serviceRethinking roles in Higher EducationAn opportunity to understand new perspectives on student expectations and how different services and interactions relate to different aspects of the student experience.

Tom Ritchie President, Kent Union

10.25KLT1

Keynote session 3What does ‘Excellent Service’ really mean? Stories from a weary traveller This session presents contrasting examples of service seen from the service-user’s perspective. This draws on aspects relevant service at the university. How does this affect the way we should look at the service we offer?

Simon BlackHR Learning & Development, University of Kent

10.45BREAK refreshments + movement to seminar rooms for workshops

Academic Division - Service Excellence Conference, 12 January 2012 Keynes College Outline Plan for the day

11.00 WORKSHOP SESSIONS (note room allocations)Workshop

1AWorkshop

2AWorkshop

3AWorkshop

4AWorkshop

5AWorkshop

6AWorkshop

7AWorkshop 8A Workshop

9A11.10 Ash Charlton

KLT 5Providing Service Excellence to Service Users: Staying SaneInput and interactive activity

Sarah WilliamsCoralie NorwoodKS12Service philosophy at Commercial Services through the staff lifecycleTalk with questions

Alan FoxKS11Discovering tips for Improving Customer Service SkillsTalk with questions

Simon BlackKS15Improve service value and flow: where to startInput and interactive activity

Anne RushworthKS13Moments of truth: making a positive impressionInput and interactive activity

Farzin DeraviKS14Administrative service charter and shared MissionTalk with discussion

Tom Ritchie/ Cindy VallanceKS16Engaging students as co-producersInput and interactive activity

Jon PinkKLT6FISH philosophyDiscussionVideoQuestions

Mary Ann leLeanKS17Step Changes in a Service Culture; A Case Study from the Entertainment Industry Interactive workshop

11.40 Movement time Delegates to leave feedback on workshops - session AWorkshop

1BWorkshop

2BWorkshop

3BWorkshop

4BWorkshop

5BWorkshop

6BWorkshop

7BWorkshop 8B Workshop

9B11.50(RepeatSessions)

Ash CharltonKLT 5Providing Service Excellence to Service Users: Staying SaneInput and interactive activity

Sarah WilliamsCoralie NorwoodKS12Service philosophy at Commercial Services through the staff lifecycleTalk with questions

Alan FoxKS11Discovering tips for Improving Customer Service SkillsTalk with questions

Simon BlackKS15Improve service value and flow: where to startInput and interactive activity

Anne RushworthKS13Moments of truth: making a positive impressionInput and interactive activity

Farzin DeraviKS14Administrative service charter and shared MissionTalk with discussion

Tom Ritchie/ Cindy VallanceKS16Engaging students as co-producersInput and interactive activity

Jon PinkKLT6FISH philosophyDiscussionVideoQuestions

Mary Ann leLeanKS17Step Changes in a Service Culture; A Case Study from the Entertainment Industry Interactive workshop

12.20 Movement time Delegates to leave feedback on workshops - session B(return to main lecture theatre KLT1)

12.40KLT1

Plenary Session (return to main lecture theatre)Key service messagesClear next steps for teams

13.00 Close

Phase 1 - feedback and learning points


Phase 1 - feedback and learning points


• Timing of event good

• Pros and cons of making it mandatory

• Importance of logistics

• Importance of clear instructions

• Need for administrative support

• Need to be ruthless with sticking with time

• Participants particularly enjoyed participative workshops; felt too short

• Not long enough?

Service Excellence Initiative - Implementation

Phase 2- Project identification


Phase 2 – feedback and learning points

NEED to

• Ensure buy-in at all levels

• Identify and work with champions

• Identify struggling teams

• Provide more support

• Continue communication


Service Excellence Initiative - ImplementationPhase 3




• Positive response to format

• Provided discussion opportunities for all

• Ideas, suggestions and disagreements

• Timing of event

• Location difficulties

• Timing and layout crucial

• Provide information on liquid café beforehand

Service Excellence Initiative - ImplementationPhase 4




• Participants thought timing of this good

• Support given for preparation of posters

• Run check-in sessions during the summer

• Provide support for the project rather than just for preparation of posters

• Make more use of champions to enthuse others


Service Excellence Initiative - ImplementationPhase 5 - Poster Presentation Showcase


Service Excellence Initiative - ImplementationPhase 5 - Poster Presentation Showcase

• A follow-up event for all the teams was planned form the beginning to share project case studies and disseminate good practice.

• Evolved into a poster presentation showcase to share ideas, changes, results, projects and progress achieved over the past 9 months.



• Senior staff engagement

• Enhanced visibility of academic administration

• Use of Prizes and awards

• More focus on the administrators rather than showcase

• Ask attendees to ask more questions about the projects themselves

• Change timing of the event

• Earlier and repeat communication about the showcase

• Ensure that ALL administrative staff attended


Service Excellence Initiative – Follow up

• Focus on project dissemination and feedback

• Surveyed all participants at the end of the initiative and recently held a review meeting of the project team

Aims and Outcomes

• Involve as many staff as possible

• Sustained project

• Collaborative

• Bring in outside perspective

• Different types of learning sessions

• Give staff opportunity to exchange and network

• Make staff experience academic-type conference

• Promote team-building

• Strive for consistency while allowing for local context

• Raise profile of professional support staff

• Celebrate achievements



Challenges

• Getting logistics sorted

• Getting buy-in from Deans and Heads of School so that they would support the project and encourage their staff

• Getting buy-in from staff

• Taking staff out of their comfort zone into a type of event they had not experienced before

• Getting staff to think about different ways of doing things and start a specific project despite workload

• Keeping the momentum beyond the one year

Key Learning Points

• Team approach rather than relying upon one individual and involving staff from across the University

• Use champions more

• Establish and adhere to a series of timelines/set tasks for Project Team and having dedicated administrative support

• Be aware of peak pressure times in Schools and plan timing of events accordingly

• Be flexible in response to participant feedback

• Be supportive of staff who are being particularly challenged by the project

• Importance of a project sponsor and capturing the story- Importance of communication and publicity before, during and after


Where to Now?

• Build on what has been achieved

• Spread the word

• Biennial event

• What do staff want?

• Provide opportunity for staff to discuss and decide on the way forward


Round up and Discussion

QUESTIONS?

SUGGESTIONS?



Contact details

• Melissa Bradley, Faculty Administration Manager, University of Kent, 01227 823753, [email protected]

• Chloé Gallien, Faculty Administration Manager, University of Kent, 01227 823670, [email protected]

• Linda Lough, Faculty Administration Manager, University of Kent, 01227 827371, [email protected]


