1. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Managing Change at The University of the West Indies Vilma Clarke Resident Tutor/Head School of Continuing Studies, UWI Montego Bay, Jamaica

2. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ The University of the West Indies - Background - From 1948-1980’s UWI enjoyed a virtual monopoly of the higher education sector From inception the University was perceived as truly West Indian entity established to provide higher education for the development of the region Throughout the fifty years of existence UWI has continued to embrace this mandate as a principle mission It enjoys along with the West Indian Cricket team the distinction of being truly West Indian and the other surviving symbol of the federation and the attempt of West Indian nation hood

3. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Reasons for Change Political –Pressure from supporting governments Social –Issues of relevance –Demand for higher education in the region –Unsatisfied demand for university training –Pressures for access –Lifelong learning

4. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Reasons for Change Economic –Globalisation/change in international trade –Slow growth in regional economies –Devaluation of currencies –Financial Social –The need to preserve unique Caribbean cultural norms/forms

5. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Reasons for Change Technological –New information and communication Competition –Foreign and local universities –Other tertiary level institutions –Non-traditional institutions

6. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ The Goals of Change Produce a better quality graduate To attract high quality faculty and students To become more visible To become more student-centered To improve quality of teaching and research To improve physical facilities which support learning

7. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ The Goals of Change Cont’d To contribute to the development of the region To collaborate with other tertiary level institutions To set up strategic alliance with the private sector To diversify funding base/Resource generation Increased enrolment

8. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Change Agents Management Teams Strategy Committee Consultant Individuals with specific competencies

9. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Key Tools and Techniques Strategic Plans: 1997-2002; 2000-2005 Quality Strategy Marketing Strategy Estate Management Strategy Research Strategy Entrepreneurial/income generating strategy Human Resource Development Strategy Technology Strategy Outreach & collaboration strategy

10. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Dimensions of Change – Internal Weaknesses –Negative perception of UWI –Need for better customer service: internal & external –Changing entrenched attitudes –Aligning academic freedom with accountability –Inadequate communication processes –Slow decision-making processes –Overstretched physical facilities

11. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Dimensions of Change – Internal – Cont’d Strengths –International reputation in specialized areas – tropical medicine –50,000 graduates – potential source of support –Growth in overall enrolment –Professionalism of its medical faculty –Highly trained faculty –Financial support and commitment of Governments in the region

12. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Dimensions of Change – External Opportunities –Demand for UWI faculty as consultants –Growth in demand for higher education –NICT’s that if embraced will allow UWI to market globally Threats/challenges –A more discerning clientele with more choices –Public accountability for funds –Need to improve image –Need for support from private sector –Aggressive competition for students –Funding constraints

13. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Change Drivers Aggressive competition Student demands Survival technology

14. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Critical Success Factors Sense of urgency Effective communication Training Visible leadership and commitment by senior management Change in organizational culture Sharing the vision Support of key power groups (Faculty) Built-in stability (to reduce anxiety) Transparency Timeline Identifying the resources necessary Understanding & acceptance that change takes time: is costly Creating short term wins Sensitivity to staff – allay fears, counseling

15. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Benefits of Change Staff –More customer-oriented –Continuous learning Long-term development –Better trained and qualified graduates and more of them

16. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Benefits of Change Cont’d Students –Improvement in exam machinery –Clearer policies, rules and regulations –Access to better quality teaching –New student administration system –Greater use of technology to enhance learning –Access to counseling –Greater access to faculty –Better alumni relations –Increased access to distance and continuing studies

17. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Monitoring and Evaluation Feedback –Stakeholders, students, staff, wider university community –Wider Caribbean society –Continuous improvement for competitive advantage Performance Measures

18. ACHEA Conference July 2002 ‘The Challenge Of Quality for the Higher Education Administrative Professional.’ Getting there! No matter how good the plans for change the human element will always determine success Solution –Communication, communication, communication –participation