Paper 3.1

“Customers”

Pre-admission

Apply

Offer

Accept

Arrive and Study

Exams and Graduate

Alumni

Donors

Student Lifecycle v1.0

4 Faculties: • Business - 1k students (7% of total)• Engineering - 6k (41%)• Medicine - 3.4k (23%)• Natural Sciences - 4.4k (30%)

All Student Lifecycle – Draft BPM

DEMAND:• 14k UG applications pa• 23k PG applications pa• 9k UG students taught pa• 5.6k PG students res. & taught pa• £163m of fee income pa

RESOURCE:• 3.3k Academic staff (18%

teaching time)• 12.5:1 students / academic• 3.7k support staff• 3,000 student bedrooms

OPERATING MODEL:• 9 campuses, main at Sth Ken• Departments: 40+• Faculty Operations: 4• Registry: 1• Central Services: 1

Students • 87% overall satisfaction (NSS)• 0.68% leave pa• Graduating salary av. £31k pa

Quality• 42% UG offered places• 56% UG accept offers• 86% receive 1st or 2:1

3 geographic groups of students: • UK (52%)• EU (19%: most from France,

Germany, Greece, Italy, Spain)• International (29%: China, India, etc)

3 Student types: • UGT (62%)• PGT (18%)• PGR (20%)

REPUTATION:• “Imperial College London” brand• Research and Translation• Student surveys• UK league tables• International league tables• UK media• International media• High school staff• Social media• Parents, siblings, friends• Alumni

Further study at Imperial

Leave

• 3k UG arrive pa, 3k PGT, 1k PGR• 21% PG are part-time• 242 taught courses (110 UG, 132 PG)

• 2.5k UG degrees awarded pa• 2.6k PGT degrees awarded pa• 1k PGR degrees awarded pa

• 170K Alumni• TBA K contactable

• Interest in Imperial (prospectus, visit, etc)

• Interest in HE(HE study, STEM, etc)

• 4k pa

Don’t arrive

Don’t accept

1

Paper 3.1

“Customers”

Pre-admission

Apply

Offer

Accept

Arrive and Study

Exams and Graduate

Alumni

Donors

Student Lifecycle v1.0

UG Student Lifecycle - Draft BPM• Home & international reputation• Location & Cost• Courses & Course Reputation• Open Days, Campus Tours• Student Satisfaction i.e. League tables, NSS• Social Aspects, i.e. Union Opportunities,

Lifestyle, Sports & Activities, ICU clubs• High Fees = High Expectation• Value for money

• UCAS, Tests, Interviews• Application packs• Communication – speed, efficiency,

consistency, tone, quality, content• Setting expectations • Process bottlenecks• Answer students not parent• Resolve query don’t quote process

• Communication – what do students want? Facebook, social media

• Conversion from offer to acceptance to start

• Treating applicants as individuals not numbers

Arrival:• Keep in touch between offer & arrival• High Fee, demanding students, manage expectations• Campus Services & Union – Need joined up working• Credit Control, Induction to life, personal care, awareness• Shift from educate to commercial problem• Formal dinner for students with Staff• Departmental Welcome events• No benefit for Hall Seniors• Be realistic about living costs

Study:• Field Trips• Early links with prospective

employers• Lecture class size• Balance between lecture &

discussion type forums • Cut in student funding• Accommodation

• Must strike assessment balance• More personalised Graduation• Medical Graduation always in

evening - it should rotate• Make study blended learning

• Staff & Alumni involved in clubs & societies• Prospective employees• Excellent network for each other• Target individuals – course, involvement, clubs

& activities• They will donate if they value their College

education (might not be straight away)

Key contacts: Registry, Admissions Administrator / Assistant , Academic Tutor

Key measures:• Student feedback• Offers made to acceptance ratio• Nationality and gender of applicants• Degree classifications• Graduate destinations / salaries• Alumni engagement / donations

NSS Question Category 2013 rank

Teaching 51st

Assessment and Feedback 122nd

Academic Support 93rd

Organisation and Management 26th

Learning Resources 2nd

Personal Development 40th

Students' Union 25th

Overall 53rd

• 8.4k UK & EU UG applicants, 5.9k International pa (Engineering 46% UK & EU, Medicine 77%, FoNS 60%)

• 6.5 average applicants per UG place (Engineering 6.1, Medicine 8.1, FoNS 6)

• ~9000 UG students (stable)• 110 courses• ~2,500 degrees awarded pa. - 37% 1sts, 48% 2:1s, (Engineering

41, 46, Medicine, 33, 61, FoNs 36,45 )

Map created 12/05/14, revised following PUG 20/05/14

IMPROVEMENT PRIORITIES:• Communication with students & applicants• Quality, location and cost of accommodation• Joint up working between staff and ICU – are

we duplicating information?• Improved relations between Students,

Alumni & Staff• Improved systems and one source of

information

2

Paper 3.1

“Customers”

Pre-admission

Apply

Offer

Accept

Arrive and Study

Exams and Graduate

Alumni

Donors

Student Lifecycle v1.0

PGT Student Lifecycle - Draft BPM

• Brand awareness• League tables• Careers• Communication quality /

integration (digital)• Competitor analysis• USP• Marketing of courses

• Teaching quality / research• Course (product) design – modular?• Courses offered / explained• Information not data• Funding - scholarships• Fees• Value for money – added value? CPD• Employment prospects• Accommodation• Impressions of others (family, colleagues, friends)

• Open days• Reject & follow-up• Waiting list• Scholarships /

Interviews

• Put a face to it – named contact with cover / dept.• Ease of applying• 2 choices processed serially (one at a time)• Availability on course – ‘is it worth applying?’• Acknowledgement, feedback, timeliness• Data warehouse / CRM

• Pre-arrival:Fees paidEmployment / careers

• Day 1:RegistrationOrientationTimetableCommunityID badgesCollege e-mail

• Decline and follow• Alternative• Student Union• Welfare• Student services• Withdrawals – not

met conditions in time

• Conversion requirements –meeting conditions, funding, degree, ATAS, Visa, deposit

• Student reps• Teaching• Feedback• Facilities• Supervision: access to

tutors• Project availability• Links to employers• Check course meets

College strategic needs

• Don’t graduate• Appeal process – OI - PR• Ceremony

• Careers• Employer• Rankings survey /

feedback

• 18k PGT applicants pa (all PG = 5.8 per place (Engineering 6.9, Medicine 3.6, NS 4.6, Business 7.3).

• ~2,900 students• ~300 part-time• 132 courses• All PG places up 25% in last 5 years• ~2,600 degrees awarded pa

Key measures:• Student feedback• Offers made to acceptance ratio• Enquiries, open days, phone calls• Nationality and gender of applicants• Graduate destinations / salaries• Alumni engagement / donations

Map created 12/05/14, revised following PUG 20/05/14

IMPROVEMENT PRIORITIES:• Timetabling• Room management• Systematic MI to make decisions• Split of tutor time (management v

teaching)• Swift decisions• Strong communication• Annual cycle• Coping with increase in numbers• NHS funding in Medicine

3

Paper 3.1

“Customers”

Pre-admission

Apply

Offer

Accept

Arrive and Study

Exams and Graduate

Alumni

Donors

Student Lifecycle v1.0

PGR Student Lifecycle - Draft BPM

• Research portfolio• Meet academics• Word of mouth• Personal enquiry• Advertising• Scholarships (College PhD etc.)• Open days, joint with PGT –

effectiveness?

• ~4,800 PGR applicants pa (all PG = 5.8 per place (Engineering 6.9, Medicine 3.6, NS 4.6, Business 7.3)

• ~800 places pa• 80% former UGs / 20% other• 3,100 active students• ~300 part-time• All PG places up 25% in last 5 years• ~1,000 degrees awarded pa

• Funding:• Res. Councils• Doctoral training

account• Self funded /

scholarship• EU funded• Industrial case

scheme• Dept. Scholarship

Talent loss:• Timing,

funding, communication

• Overseas - poor / no induction

• EFL requirement (but courses)

• Missing candidates at UG level

• Arrival:• Welcome week in Oct• Other times = dependent

on supervisor / dept.

• Early Stage Assessment @ 8mths• MPhil, or PhD (95%)• Experimentation• Publications, citations,

contributors• Writing up• 3.5 to 4 years

Talent loss:• Run out of bursary• Supervisor leaves or

retires / student moves elsewhere or with them

• Vivas• Pass, or

corrections• Award• Publication?

• Academia / post-doc• Research Institute• Industry (in discipline)• Industry (other disc.)

Talent /Funding / Advocate loss:• Inadequate MI on alumni• Treated as all other

alumni• ‘Alumni fatigue’ –

connections with other HEIs / charities

• Key contacts: Dir. Of Post-grad Studies, Dir. of Admissions, Supervisor, other academics, Research peer group, Group administrator, other departments’ groups, with industry, UGs (supervising), Graduate School, Students’ unions

Critical success factors:• Relationship with

Supervisor• Size & dynamic of

research group• Facilities available

Key measures:• Are we recruiting the best (how to measure)?• Drop out rate• Identifying the ‘success’ generated – positions

of influence, eminent academia elsewhere, etc.

• Application form• 2 choices that can be

processed in parallel• Interview• Masters qualification?

Conversion requirements –meeting conditions, funding, degree, ATAS, Visa, deposit

Map created 12/05/14, revised following PUG 20/05/14

IMPROVEMENT PRIORITIES:• Reduce talent loss – timing, funding,

communication• Identify the best UGs for research• Good induction for internationals• Prepare for ‘working world’ (via Grad

School)• Effective open days

4