1. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | | Slide 1 JISC Relationship Management Deriving Value from Strategic Relationships Simon Whittemore and Myles Danson Overview for CRM + SLRM Process Improvement Pilots Start-up Meeting, 29-30 July 2009, Aston Business School

2. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 2 What does JISC mean by Relationship Management? Supporting institutions in managing: The processes, practices, information and systems involved in managing relationships* To enable them to derive benefits from a coherent approach to customer/partner value. * Emphasis is on the beneficiaries of institutional services, rather than suppliers

3. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 3 Background to JISC Relationship Management Extension from Business and Community Engagement (esp. CRM), combination with Student Lifecycle Relationship Management (SLRM) Gradual convergence between enterprise-wide CRM for BCE + SLRM Formative work: –Initial CRM good practice event at Coventry in 2007: http://www.jisc.ac.uk/events/2007/06/crmpractice.aspx http://www.jisc.ac.uk/events/2007/06/crmpractice.aspx –Study: CRM Issues in HE by KSA Partnership http://www.jisc.ac.uk/media/documents/themes/bce/crmstudyfinalreport20070817.pdf http://www.jisc.ac.uk/media/documents/themes/bce/crmstudyfinalreport20070817.pdf –Study: Student Lifecycle Relationship Management by Delyth Chambers + Alan Paull http://www.jisc.ac.uk/publications/documents/slrmfinalreport.aspx http://www.jisc.ac.uk/publications/documents/slrmfinalreport.aspx Coherent processes, policies, practices, information flow + interoperability generally under-developed across sector in both areas; Potential benefits significant….. See CRM Phase 2: Self-analysis Framework…..

4. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 4 Why is JISC developing this new area of Relationship Management? To help professionalise management of business-critical relationships To help institutions add mutual business value Student-employer-institution interactions increasingly significant To enhance the student experience – all types of students Knowledge exchange + employer engagement: similar challenges Changing demographics – older/ remote students, Leitch targets etc Economic pressures – partnerships necessary to survive + thrive…… JISC Relationship Management Programme Managers: Myles Danson m.danson@jisc.ac.uk Simon Whittemore s.whittemore@jisc.ac.ukm.danson@jisc.ac.uks.whittemore@jisc.ac.uk

5. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 5 What we mean by Business and Community Engagement (BCE) Strategic management of relationships* with external partners and clients, and of the associated services. Covers 4 closely-related Strategic Areas*: Knowledge transfer/ exchange (KE) Employer Engagement (EE) Public/ Community Engagement (PE) Lifelong Learning (LL) Typically services such as: CPD, workforce development (EE); Consultancy, collaborative research (KE) Public lectures, events, festivals etc. (PE); Community-based learning (LL)

6. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 6 JISC Business and Community Engagement (BCE): Why? Wider benefits: Highly skilled, versatile workforce; innovative, sustainable business economy; cohesive and inclusive society. Institutional benefits Efficiency use of information + resources hence better effort-outcome ratio Cohesion cross-dept reporting, interoperability, cross-selling, shared purpose Sustainability market position, reduced gap: strategic intent-operational reality

7. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 7 JISC BCE Stream 1 (of six) – Enhancing Knowledge Management Target Benefits 1 ENHANCING KNOWLEDGE MANAGEMENT Supporting institutions in sustainable systems and ICT strategies for the enhanced management and exploitation of knowledge assets. Integrated management and exploitation of business critical knowledge assets for enhanced BCE; Easier reporting and more informed and resource-efficient strategic decision-making; More effective management and promotion of resultant knowledge/ expertise, offers and related business and market intelligence. http://www.jisc.ac.uk/whatwedo/programmes/bce.aspx JISC BCE Programme Manager: Simon Whittemore s.whittemore@jisc.ac.uks.whittemore@jisc.ac.uk

8. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 8 JISC Relationship Management Projects – Where and Who - CRM CRM Process Improvement Pilots (13): generally between 29/06/09 - 30/04/10 Knowledge House (Led by Newcastle University)Julie Swinbankj.swinbank@knowledgehouse.ac.uk Roehampton UniversityStephen O'Regans.oregan@roehampton.ac.uk University of HullChris Awrec.awre@hull.ac.uk York St John UniversityAndy Smitha.smith@yorksj.ac.uk University of Central LancashirePhil Holifieldpholifield@uclan.ac.uk Doncaster CollegeJoan Faradayjoan.faraday@don.ac.uk Birkbeck University of LondonNyeche Ndukan.nduka@bbk.ac.uk Bournemouth UniversityAdrian Coxacox@bournemouth.ac.uk University of SalfordStephen Waterworths.d.waterworth@salford.ac.uk University of HuddersfieldDenise Downsd.downs@hud.ac.uk Loughborough UniversitySally MasonS.A.Brown@lboro.ac.uk Coventry UniversityLorna Everalll.everall@coventry.ac.uk University of Wales NewportLee Jenkinslee.jenkins@newport.ac.uk

9. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 9 JISC Relationship Management Projects – Where and Who - SLRM SLRM Pilot Projects (7): generally between 29/06/09 - 30/04/10 University of East LondonSarah Frames.frame@uel.ac.uk Kingston CollegeAndrew Williamsandrew.williams@kingston-college.ac.uk University College BirminghamMelanie Shawm.shaw@ucb.ac.uk University of DerbySue Morrisons.morrison@derby.ac.uk University of HertfordshireNigel Culkinn.culkin@herts.ac.uk Goldsmiths, University of LondonGeraint Foxg.fox@gold.ac.uk Swansea UniversitySimon Wrights.w.wright@swansea.ac.uk

10. Joint Information Systems Committee S. Whittemore & M.Danson – JISC Relationship Management 08/09/2015 | slide 10 JISC Relationship Management – Support Analysis and Synthesis Project (RM SAS) Support, Analysis and Synthesis (01/08/09-31/07/10) JISC CETISPaul Hollins – Project Directorpah1@bolton.ac.uk JISC CETISScott Wilson – Technical Leadscott.bradley.wilson@gmail.com JISC CETIS Sharon Perry – Synthesis and Dissemination s.perry@bolton.ac.uk Plus other CETIS resources and ‘critical friends’ who are experts in CRM or SLRM area……. Thank you and enjoy the event!!