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])
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Session Outline
• Welcome and Introductions
• University of Kent context
• Development of Project Idea
• Implementation of Project
• Learning Points
• What Now?
• Questions
• Discussion
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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.
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Context (II)
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• 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
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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)
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i
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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
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Service Excellence Initiative aims
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• 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
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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
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Phase 1 - feedback and learning points
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• 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
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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
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Service Excellence Initiative - ImplementationPhase 3
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Phase 3 – feedback and learning points
• 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
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Service Excellence Initiative - ImplementationPhase 4
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Phase 4 – feedback and learning points
• 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
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Service Excellence Initiative - ImplementationPhase 5 - Poster Presentation Showcase
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AUA conference 25th March 2013
Service Excellence Initiative - ImplementationPhase 5 - Poster Presentation Showcase
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• 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.
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Phase 5 – feedback and learning points
• 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
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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
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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
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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
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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
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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
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Round up and Discussion
QUESTIONS?
SUGGESTIONS?
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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]
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