Embed Size (px)
Citation preview
www.monash.edu.au
Peter Yates, Director, Services & Systems, Student and Staff Services Division
Staffing the delivery of high quality services for students
Group of Eight HR and IR Conference, 20 August 2004
2
Note:
• This presentation is based on 2003 statistics
3
Seven Practices of Successful Organisations
• Employment security• Selective hiring/ Hiring for team building• Self managed teams• Comparatively high compensation contingent on
organisational performance• Extensive training• Reduction of status differences• Sharing information
Putting people first in organisations, Jeffrey Pfeffer & John Veiga, The Academy of Management Executive, May 1999 v 13 i2 p37 (1)
4
The knowledge workforce
“In a traditional workforce, the worker serves the system; in a knowledge workforce, the system must serve the worker”
They’re not employees, they’re people, Peter Drucker, Harvard Business Review; Feb 2002, vol 80 Issue 2, p70, 8p, 3c
5
Why integrated services?
Key Result Area:
“developing quality, cost effective, client-centred mechanisms and structures for service delivery.”
6
Infrastructure: Services & Systems Group, SSS
Student Administration
• Admissions
• Scholarships
• Enrolments
• Fees
• Timetable Systems
Client Services
• Exams
• Graduations
• Service Centres
Business Improvements Projects Team
Occupational Health Safety &
Environment
HR Services HR Systems• Application
Development & Security
• Information Management & Support
Student Systems• Web Systems
• Data Integrity
• Reporting
Records & Archives
7
The Integrated Administrative System (IAS) Competency Centre Concept
• Originally set up as the IAS project office in 1998• Continues as an IAS competency centre
– Retains in-house competencies/corporate memory enhancing self reliance
– Evens out costs across time
– Reduces risk
– Provides career development opportunity
8
Monash University: Campuses
9
The Challenges for an Integrated Service Model at Monash
• De-centralised Organisational Structure• Disparate Business Procedures • Scale• Geography• Time zones• Different Faculty/Campus Cultures
10
INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strategy
Quality Initiatives
Systems Integration
Infrastructure
11
INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strategy
Quality Initiatives
Systems Integration Infrastructur
e
12
What is Integrated Service Delivery?
A single point of delivery when and where the student needs it via• counters (Service Centres)• telephone• email• websites • on-line facilities such as WES and eServices• ask.monash (inquiry management system)
Example:The Caulfield Service Centre delivers Student Admin services plus services for the faculties of Business and Economics, Information Technology and Art & Design together with Monash International. The ITS Helpdesk has also co-located in the Centre.
13
Quality Initiatives
• Student Administration & Systems Internal Review 2004
• AUQA audit 2005/6• SLAs• KPIs• Operational metrics• Satisfaction Measures (surveys etc)• Performance Management Scheme
14
Infrastructure: Campus Service Centres
15
Infrastructure: Caulfield Service Centre
16
Infrastructure: Caulfield Service Centre
17
Infrastructure: Caulfield Service Centre
Services ProvidedProduce • Academic transcripts• Student letters• ID Cards• Travel concessions
Process• Student forms• Enrolments• Payments
Provide general information & advice on
• Admissions• Courses• Examinations• Graduations• Scholarships• Fees
18
Infrastructure: Back Office vs Front of House
KEY CLIENTS
Current
Students
Prospective
Students
Public
Alumni
Faculty Student
Services Staff
Academic Staff
KEY CLIENTS
VTAC
ATO
DEST
Faculty Managers and
Officers
Other Central Admin
Monash International
Monash Research Graduate
School
Monyx
University Committees
Mainly Bulk Correspondence
Student Administration
ManagerGerard Toohey
Admissions Enrolments
Fees Scholarships
Client Services
ManagerTerry Hogan
Service Centres
Call CentresExaminations Graduations
19
The Service Concept: 2 years on
• The building was the easy part• Selection/induction for CSC Client
Services Officers• The quest for efficiencies/savings• Lack of faculty specific knowledge• Need for technical skill set
20
High tech vs high touch approaches• asponline.com: “Web support automation vs The Human
Support”
• QUT’s 70:20:10 split
• UTS: how much support is enough for Web enrolment?
• The call centre implementation
• ask.monash on-line inquiry management
• Retiring email as a channel of inquiry
21
• A web based customer self-service information and inquiry management tool for current students and staff on Australian campus
• A searchable, integrated and dynamic knowledgebase covering a range of support services
• 24/7 self-service for improved accessibility to information
• Powered by RightNow™Technologies Service Centre
Case Study: The ask.monash system
22
2004 vs 2003 ask.monash Usage
Month Answers Viewed
2003 2004 %increase
January 6,712 11,659 74%
February 7,216 19,951 176%
March 6,892 12,136 76%
April 8,206 9,257 13%
May 5,707 8,335 46%
June 10,297 15,461 50%
July 14,911 40,163 169%
Total YTD 59,941 116,962 95%
23
Routed incidents from ask.monash to Service Centre
Incident Management
2003 2004 % increase
317 940 197%
464 1,232 166%
409 729 78%
352 319 -9%
360 321 -11%
411 694 69%
665 1,080 62%
2,978 5,315 78%
24
Case Study: Fees Unit Inquiries
2002/2003 2003/2004
Dec Jan Feb Dec Jan Feb
Phone1,318
1,098 na 275 633 1,214
Email 201 2,077 2,974 0 0 0
Self-Service 229 727 736 688 3,170 6,792
Tier 1 – CSC 7 37 41 145 429 513
Tier 2 – Fees 2 9 1 13 17 27
Tier 2 – Other na na na 6 14 12
% of inquiries self-served
18% 74%
25
Latest Thinking
• Back office concept/relocation of faculty offices to Service Centre
• New services being introduced
• “Food court” model vs integration (Bunnings) - a mix is likely
• “Learning Commons” concept• QUT’s service values concept
26
Metrics:
• “Not all that can be counted is worth counting. The things that really count can’t always be counted.”
27
Fish by Stephen Lundin
(The management philosophy of the fishmongers of the famous Pike Place fish market)
4 key points of the philosophy> Play> Make their day> Be present > Choose your attitude
28
Other thoughts/challenges
• Applicability of service model to HR and other service areas?
• Replication of the physical service centre in all service channels, Websites, telephony etc in all locations?
• Concentration on high yield areas vs a Uni-wide approach
29
Other HR issues
Recruiting> Promoting from within> Headhunting> Networks vs mates or PLUs> Methods of advertising> Developing perceptions of the institution as
an employer of choice > Speed in securing an appointment> Flexibility in package offerings
30
Managing Teams in a Change Environment• Increased pressures on existing staff
– “the existing staff are perfectly adapted to the way things used to be”
– Proactive recruiting of people who are required for the journey (the bus analogy)
• Managing poor performance– IR issues
• Recognition of achievement, non monetary rewards• Remuneration
– Market loadings/performance bonuses– Facilitating career development
31
Other Factors
– Induction programmes– Probation – Problems with flexible working hours and
seasonal work– Succession planning– Performance Management (see SSG
planning schema)
32
What matters to our staff: Student Admin and Systems Staff Survey – Aug 2004
– Management and Leadership– Human Resources and Physical Resources– Organisational Structure– Planning– Core Services– Learning Environment– Most Positive Aspects (Physical or Non-Physical) of
Your Work Environment– Aspects (Physical and Non-Physical) of Your Work
Environment which Could Be Improved
33
Questions
34
Berwick Campus
No of Students: 1,756
Off campus 2.3%
International 16.3%
Higher degree (research) 1.0%
Other postgraduate 0%
Undergraduate 99.0%
Location: Melbourne (Outer Urban)
35
Caulfield Campus
No of Students: 12,841
Off campus 9.8%
International 35.2%
Higher degree (research) 3.2%
Other postgraduate 36.7%
Undergraduate 60.2%
Location: Melbourne (Urban)
36
Clayton Campus
No of Students: 21,906
Off campus 7.5%
International 17.6%
Higher degree (research)10.1%
Other postgraduate 17.5%
Undergraduate 72.3%
Location: Melbourne (Urban)
37
Gippsland Campus
No of Students: 7,620
Off campus 71.9%
International 35.5%
Higher degree (research) 1.0%
Other postgraduate 20.0%
Undergraduate 79.0%
Location: Churchill (Rural)
38
Parkville Campus
No of Students: 912
Off campus 5.0%
International 12.0%
Higher degree (research) 5.0%
Other postgraduate 8.0%
Undergraduate 87.0%
Location: Melbourne (Inner City)
39
Peninsula Campus
No of Students: 3,125
Off campus 2.0%
International 13.0%
Higher degree (research) 1.0%
Other postgraduate 8.0%
Undergraduate 91.0%
Location: Frankston (Outer Urban)
40
Malaysia Campus
No of Students: 1,779
Location: Bandar Sunway, KL
41
Monash South Africa
No of Students:
approx 350
Location: Roodepoort, Johannesburg
42
London Centre
Location: The Strand, London
Facilitates research and teaching collaborations with UK and European institutions
43
Prato Centre
Location: Prato, Tuscany, Italy
An 18th Century palace that provides an ideal venue for conferences and study tours as well as a site for collaborative research developments.
