JISC Projects
At the University we are pioneering the application of service design and improvement techniques to review our business process and enhance the student experience. Service design is an approach where the end-users, the students, are the main focus and the student experience is viewed holistically rather than concentrating on the individual processes which support service delivery. Using service blueprinting we have been able to identify key fail and wait points, drawn from the end-user feedback, which has enabled the project team to address these aspects of the service delivery and make improvements.
Successful application of service design and improvement techniques requires effective collaboration between academics, support and administrative staff of the university.
Quality services, designed with students, can offer an experience that differentiates the institution, exceeds expectations and fosters long-term relationships.
Derby has received funding from the Joint Information Systems Committee (www.jisc.ac.uk) for two projects, Development and Review of Business Interfaces (DERBI) July 2009 to April 2010, and Student Experience Traffic Lighting (SETL) March 2011 to August 2012. For further information see:
Further resources are available at:
http://wiki.cetis.ac.uk/SLRM_Specific_Resources
myderbi#aua2011 Heard great things about T G-T's talk yesterday, so sorry to have missed it - was it videoed by chance? 45 days agoreply
myderbi Listening to Lauren Currie talking about Snook #servicedesign#rminhe 45 days agoreply
myderbi 80% of companies think they run a great service - only 8% of customers agree #rminhe#servicedesign 45 days agoreply
