www.monash.edu.au Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash University Gerard Toohey, Manager Student Administration, SSSD, Monash University Integrated services and systems at a large multi- campus institution – the Monash University experience ATEM Victorian Branch Conference, 7 May 2004
56
Embed
Www.monash.edu.au Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash University Gerard Toohey, Manager Student Administration,
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
www.monash.edu.au
Peter I Yates, Director, Services & Systems, Student and Staff Services Division, Monash UniversityGerard Toohey, Manager Student Administration, SSSD, Monash University
Integrated services and systems at a large multi-campus institution – the Monash University experience
ATEM Victorian Branch Conference, 7 May 2004
2
Why Integrated Services?
Key Result Area:
“developing quality, cost effective, client-centred mechanisms and structures for service delivery.”
3
The Challenges to Integration at Monash
• Decentralised Organisational Structure
• Disparate Business Procedures
• Scale
• Geography
• Time zones
• Different Faculty/Campus Cultures
4
Monash University Profile
• Nearly 50,000 Australian & international students
• 6 Australian campuses, 2 international campuses and 2 international centres
5
Monash University Profile 2003: Campus
6
Monash University Profile 2003: Enrolments
7
Monash University: Campuses
8
The Monash Vision
A virtual service centre encapsulating both physical AND online presence
9
Strategic Outcomes
• Four Es: Efficacy, Efficiency, Ethicality, Elegance• Single-point of delivery for multi-channel management• Integrity• Quality
10
Key Areas of Intent
Un
ivers
ity P
lan
s
Competitive advantage through the Monash student and staff customer
experience
Achieving self reliance
Preserving & building Monash image and reputation
Developing quality, cost-effective, client-centred mechanisms and structures for service delivery
Sustaining and developing Monash global operations
Support technology supported learning activities & developments
Sch
ed
ule
of
Serv
ices
Support Services Plan: 2002 - 2005 Learning & Teaching Plan Research Plans
Monash 2020K
ey R
esu
lt A
reas
D. Feedback and Quality mechanisms to monitor and improve the customer service experience
B. Integrated delivery of central, faculty and other Monash services
C. Knowledge/ information management systems across all services
A. Integrated systems to support service delivery
Portfo
lio o
f key B
usin
ess
Imp
rove-m
en
ts fo
r 2004
Performance Plans
Integrated Services Projects 2004
Caulfield Service Centre
Telephony solution for the Contact Centre
Knowledge & Inquiry Mgmt Projects 2004
Inquiry mgt system (ask.monash)
Content Management System
CRM
Quality Projects2004
Student Administration
Internal Review
HR Services Internal Review
OHS&E Compliance projects
Injury Prevention projects
Integrated Systems Projects (cont’d)Uni wide reporting Callista ConnectCredit Transfer DatabankeCart/eCommerce solutionHEIMSSyllabus + (Phase 3)OHSE SystemsMultimedia Training On-line form dev’tWeb PublishingWeb Site- restructure OdataCommunity Services Systems
Integrated Systems 2004HR SystemsAppts/Re-appts on-lineWeb based Timesheets/bankingSAP Training and EventsWorkcover & OHSEStaff Development Plans in SAPStaff Performance Plans in SAPMgrs Web based reporting Student SystemsCallista business improvementsScholarships and SponsorshipsCallista Research ModuleOn-line AdmissionsFees Subsystem Roll out of Course Rules Module, Course Completion, Graduations projectFurther roll out Progression module
11
INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strategy
Quality Initiatives
Systems Integration
Infrastructure
12
INTEGRATED SERVICE
Building blocks for Integrated Service
KM/IM Strateg
y
Quality Initiativ
es
Systems Integrati
on
Infrastructure
13
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.
14
Integrated Service Delivery
Enablers• Business model that includes SCM, SLAs, KPIs• Champions of the vision• Commitment from stakeholders• Ongoing discourse with University’s strategy
15
Integrated Service Delivery
Blockers• Disparate business processes for some functions• Need to achieve short term cost efficiencies• No cohesive information management strategy• Identify management issues with matching right
information to the right people• Problems with influences over whole university
service strategy
16
KM/IM Strategy
Knowledge Management – Tom Davenport
“…knowledge management has to be "baked into" the job. It's got to be part of the fabric of the work to import knowledge when it's needed and export it to the rest of the organization when it's created or acquired.”
• Attention: Is it worthy of somebody’s attention?
• Appetite: Is it something people are hungry for?
• Affiliation: Are others willing to share the knowledge with others?
17
Quality Initiatives
• Student Administration & Systems Internal Review 2004