As of today, individual workshops with our stakeholder and partner organisations, which is another milestone in our project has been completed. Thanks to all involved and participated.
Next step in the New Year will be the amalgamation of all the input and information, which will also be published in a final report.
Have a great festive season!
Thursday 10 December 2009
Tuesday 1 December 2009
Report for our consultative stakeholder workshop is ready!
After a long and iterative process, we are pleased to publish and share our report for the consultative stakeholder workshop that we held in September. The remit was to reach a Consensus on the regional issues and priorities surrounding BCE CRM and PRM.
If you would like to have a look and even download a copy of our report, please click on the following link:
JISC BCE CRM - Knowledge House Stakeholder Workshop Report
If you would like to have a look and even download a copy of our report, please click on the following link:
JISC BCE CRM - Knowledge House Stakeholder Workshop Report
Tuesday 17 November 2009
Individual workshops with our stakeholders and partners are underway!
Following our consultative stakeholder workshop, which captured the regional perspective for our project, we are now undertaking individual workshop sessions with our stakeholders and partner institutions. During these workshops, we are using the following tools produced by Nottingham University during their CRM journey, which we have modified and tailored slightly to suit our stakeholders and partners:
- How will I consult my customers
- Analyse your customer group
- Changes that you wish to make to your customer group
- Self analysis check-list HE&FE version
- Self analysis check-list ONE&BENE version
- John King - One North East (Regional Development Agency)
- Louise Markham & Gillian Marshall - Business Link
- Julie White & Omar Al-Janabi - Newcastle University
- Mel Soulsby - Sunderland University
- Geoff Archer - Teesside University
- Jennifer Thompson & Jonathan Lee - Durham University
- John Wilkinson & Hazel Juggins - Northumbria University.
Friday 23 October 2009
Summary outputs from our consultative stakeholder workshop
The stakeholder workshop that we facilitated produced some interesting results re. Business and Community Engagement, CRM (Customer Relationship Management) and particularly PRM (Partner Relationship Management) challenges and issues in our region. Here is a quick summary:
Participants’ perceptions into current BCE CRM and PRM picture i.e. how well people, processes and systems are integrated:
Critical Success Factors (CSFs), which are the must haves/sub-goals:
CSF1: Quality and governance
CSF2: What’s in it for me/Regional buy-in
CSF3: Appropriate collaboration and sharing
CSF4: Cost/benefit/value
CSF5: Output/visibility
CSF6: Process fit
CSF7: Supportive culture
CSF8: Customer definition/focus
Key Business Processes (KBPs), i.e. what needs to be done to support the CSFs:
KBP1: Manage customer journey
KBP2: Identify project scope
KBP3: Assess financial impact
KBP4: Maintain communication
KBP5: Identify/understand mutual benefits
KBP6: Evaluate continuously
KBP7: Specify governance
KBP8: Comply mandatory protocols
KBP9: Specify partners' roles/responsibilities
KBP10: Stimulate customers
KBP11: Undertake pilot
KBP12: Allocate resources
KBP13: Identify metrics
KBP14: Understand regional initiatives
KBP15: Develop a PRM strategy from collective intelligence
Using our ETCH (Electronic Tool for Consensus and Homing-in) Tool developed at Teesside University, a detailed evaluation was carried out re. CSFs and KBPs in order to determine the pivotal KBPs, which are shown below:
In the coming weeks, we also need to carry out individual workshops with each partner institution. The aim of these workshops is to understand their relationships, markets, customers, systems in use, internal and external linkages, etc.
Participants’ perceptions into current BCE CRM and PRM picture i.e. how well people, processes and systems are integrated:
Critical Success Factors (CSFs), which are the must haves/sub-goals:
CSF1: Quality and governance
CSF2: What’s in it for me/Regional buy-in
CSF3: Appropriate collaboration and sharing
CSF4: Cost/benefit/value
CSF5: Output/visibility
CSF6: Process fit
CSF7: Supportive culture
CSF8: Customer definition/focus
Key Business Processes (KBPs), i.e. what needs to be done to support the CSFs:
KBP1: Manage customer journey
KBP2: Identify project scope
KBP3: Assess financial impact
KBP4: Maintain communication
KBP5: Identify/understand mutual benefits
KBP6: Evaluate continuously
KBP7: Specify governance
KBP8: Comply mandatory protocols
KBP9: Specify partners' roles/responsibilities
KBP10: Stimulate customers
KBP11: Undertake pilot
KBP12: Allocate resources
KBP13: Identify metrics
KBP14: Understand regional initiatives
KBP15: Develop a PRM strategy from collective intelligence
Using our ETCH (Electronic Tool for Consensus and Homing-in) Tool developed at Teesside University, a detailed evaluation was carried out re. CSFs and KBPs in order to determine the pivotal KBPs, which are shown below:
- Manage customer journey
- Maintain communication
- Stimulate customers
- Undertake pilot
- Develop a PRM strategy from collective intelligence.
In the coming weeks, we also need to carry out individual workshops with each partner institution. The aim of these workshops is to understand their relationships, markets, customers, systems in use, internal and external linkages, etc.
Wednesday 16 September 2009
We held our consultative stakeholder workshop yesterday
Everything went according to plan and we held our consultative stakeholder workshop yesterday. We had attendees from One North East, Business Link, all the universities in the region, Newcastle College, Knowledge House and KSA Partnership. The consensus was that it really was a great opportunity to discuss issues and priorities around Business and Community Engagement in the region and there were some great comments and feedback from the partipicants, which made it a worthwhile experience for all of us.
You could use the following links to download the workshop presentations.
You could use the following links to download the workshop presentations.
Thanks to everyone for attending and contributing to the workshop. Also, a big thank you to Laura and Lynnsey at Knowledge House administration and support team for pulling it all together.
Wednesday 9 September 2009
One week to go for our stakeholder workshop
This workshop is one of the critical milestones for our project in terms of capturing the perspectives of all re. the Business and Community Engagement in the region. So far, majority of the stakeholders have confirmed their attendance. Here is the agenda for the day:
- 9.00-9.15 Registration and coffee
- 9.15-9.20 Welcome and overview of the day - Julie Swinbank, Knowledge House
- 9.20-9.40 Background to JISC BCE CRM - Martin Haywood, KSA Partnership
- 9.40-9.45 Workshop introductory presentation - Zeynel Badak, Knowledge House
- 9.45-12.30 Workshop facilitated by Zeynel Badak (Coffee break midway), which will capture Critical Success Factors and Key Processes for BCE
- 12.30-13.00 Lunch
- 13.00-14.00 Evaluation of priorities (Attendance optional).
Tuesday 11 August 2009
Consultative stakeholder workshop
After emailing our project plan to Scott and Sharon at RMSAS, now we can get on with organising a workshop for our project stakeholders on 15th September 2009 between 9.00-14.00 at Knowledge House HQ so that we could:
- Understand process boundaries between FE and HE partners and regional stakeholders such as the regional RDA One North East (ONE) and Business Link
- Capture perceptions, issues and priorities of all stakeholders.
The outputs from the workshop will help us understand the current picture in Business and Community Engagement (BCE) so that we can confirm future activities and make recommendations in order to formulate the way forward for a Collaborative Business and Community Engagement and Partner Relationship Management (PRM).
The workshop will include presentations and a facilitated interactive exercise to capture perceptions from workshop participants.
Bring it on!
Meeting with KSA Partnership
Martin Haywood of KSA Partnership is coming up to Knowledge House on 13th August . Martin gave a good general insight and overview to the involvement of KSA in the BCE CRM during the Relationship Management Event in Birmingham. The report that they published for JISC was also a useful resource so surely Martin will provide some good input to our discussions regarding the stakeholders workshop too.
Thursday 6 August 2009
Project plan
As requested by Sharon, we have emailed our draft project plan to Scott today. I hope it doesn't require major changes.
We are on Twitter!
We are on Twitter as KHouseUK. Still trying to get used to it and just 3 tweets so far.
Tuesday 4 August 2009
Things to remember from the JISC Relationship Management Conference
In a nutshell, it was an excellent event at a great venue and thanks to all involved in organising it and of course the presenters and participants for making the effort to be there! The contents of the days were really useful and relevant to the projects and the opportunity to share experiences was the jewel on the crown.
Summary points:
- It is all about creating synthesis, building up capacity and enabling take up.
- Neverthless, look before you leap!
- Identify and analyse the stakeholders and then involve them in the process.
- Ask others and share your experience to learn more.
- Get on and use Twitter and other useful sites as much as you can.
- Relationship Management is not just software or technology so beware!
Good luck and let's make it happen!
Tuesday 21 July 2009
We are on Skype!
We are on Skype as KnowledgeHouseNE. Our project team will be delighted to share our BCE project experience and learn from others within the JISC Community. Please add us to your contacts.
The Relationship Management Startup Event
The Relationship Management Startup Event will be held on Wednesday 29th and Thursday 30th July, 2009 in Birmingham. Zeynel from our project team will be representing us during the event. Please click here for further information about the event.
Support is available from the RMSAS team
JISC CETIS RMSAS (Relationship Management Support, Analysis and Synthesis) Project is delivering support, analysis and synthesis services to the BCE CRM (Business Community Engagement Customer Relationship Management) Process Improvement Pilots and to the SLRM (Student Lifecycle Relationship Management) Pilots. Please visit their wiki for further information.
Invaluable information on JISC CETIS website
JISC CETIS (Centre for Educational Technology & Interoperability Standards) provides support and advice on educational technology and standards. Please see their website for educational technology news, resources, comment and analysis, as well as information on community events, etc.
Tuesday 7 July 2009
Intended outcomes
Intended outcomes for the project set by JISC include:
- Better connectedness between the Business and Community Engagement (BCE), central resources and functions to enable enterprise-wide approach to developing and maintaining strategic relationships and partnerships.
- Increased understanding of how to enhance efficiency and generate business value through Customer Relationship Management (CRM) and Partner Relationship Management (PRM) approaches, in support of strategic Business and Community Engagement.
- Increased understanding of different operational processes and use of ICT systems that are employed by Further Education (FE) and HE (Higher Education) institutions.
Project background
During May 2009, Joint Information Systems Committe (JISC) announced a call for pilot projects under the theme of Customer Relationship Management (CRM) for Business and Community Engagement. Knowledge House responded to this call and following its successful bid for grant funding, this project has been initiated in North East England.
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