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COLLEGE BUSINESS MANAGEMENT INSTITUTE PRESENTATION
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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
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……….
___________________________________
___________________________________
___________________________________
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.
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?
______________________________________
______________________________________
______________________________________
______________________________________
General Discussion
New Auxiliary Operations
New Delivery Approaches
New Priorities
Expanded Financial Expectations
General Discussion
New Auxiliary Operations
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