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Mission Impossible?. Improving the reputation of service provision in enrolments and student finance at UWS. Large and decentralised physical environment Centralised administration model but not centrally located 3 Colleges/17 Schools model Recent amalgamation (2001). UWS: The Background. - PowerPoint PPT Presentation


  • Mission Impossible? Improving the reputation of service provision in enrolments and student finance at UWS

  • UWS: The BackgroundLarge and decentralised physical environmentCentralised administration model but not centrally located3 Colleges/17 Schools modelRecent amalgamation (2001)

  • UWS: History Lesson

  • Campus SizeCampusStudent HeadcountSize (HA)Parramatta828524.4Penrith7970203.5Bankstown587024.1Campbelltown4973154.8Blacktown300126.7Hawkesbury26231,280Off-Campus, Offshore and Other2442TOTAL35164

  • PenrithParramattaHawkesburyCampbelltownBankstownBlacktownExams and AssessmentAdmissionsE&SF(Local)Student CommunicationsStudent SystemsHQInternational OfficeE&SF (International)SecretariatFinanceExecutiveStudent CentreStudent Centre

    Student CentreStudent CentreStudent CentreStudent CentreITDResearch StudentHR & MarketingCapital WorksGraduation

  • Why Current Structure?Standardization Minimization of duplication of effort Could accommodate industrial issues from Amalgamation

  • Problems?Centralised Model = loss of connection to Academic unitsDifficulties with communicationHard to get units working collaboratively given geographical constraintsEnrolments and Student Finance unit under resourced at amalgamation/Student System implementation

  • Problems Cont.Tough new legislationConflicting approaches to Student fee management: Need to control the debt BUT be nice to the students

  • So colleagues, do we agree our campaign for taking the hard line is as follows?

    5 Final Reminders5 Final warningsLast final chanceVery last final ditch effortWe really mean it this time

  • PerceptionsAfter admission E & SF looks after

    Everything else because

    The word enrolled and student make for a good reason

  • Yes, thats rightwe take care of all the too hard baskets pertaining to any student who is enrolled regardless of when, how or whereyes we also bottle and sell fountain of enlightenment water in fact we are prepared to give it away to anyone whos interested.

    Hellosorry about thatyou were saying it all started when you were 3, tell me all about it

  • Reasons for ChangeChanging landscapesHESAVSUOnline Enrolments

  • Reasons for Change Pro-active not reactive Ability to plan ahead

  • Reasons for ChangeSpecific focus on client serviceMulti-skilling vs specialisationImproved efficiencies staff / $

  • ConstraintsThe need for optimismOpportunity knocks

  • ConstraintsIntroducing major change to structureSignificant change of locationMajor shift in how people work and the workplace set up

  • ConstraintsRestrictions in timeframeConflicting time priorities with HRDomino effect for location moveSystematic with recruitmentIts all in the timing

  • Selling the benefitsStaff ready for change not more of the sameOpportunitiesMulti skilling not specialists

  • StructuresOldCampbelltownHawkesbury

  • StructuresPenrithNew

  • Selling the benefits Co-LocationWorking together (give and take)Share and learn (reciprocal approach)Opportunity to broaden networks & career opportunities

  • Staff responseInvolvement from the startEnthusiastic for changeTravel some concernStructure to settle then co-locationGenerally well receivedCareer opportunities

  • RecruitmentInitial enthusiasm Some stressMajor disappointment for someTime and support needed for moving onStaff starting to settle into new positions

  • ImplementationIdentifying tasks of businessMatching tasks to teamsGetting started timing Transitional arrangementsReady, set go

  • Client Service teamMajor focusImplementation of service plan includingNew Query Management system Staff query phone numberStaff query email address

  • Client Service team - benefitsImproved service to staff and studentsReliable contact optionsMinimisation of duplication of student queriesAbility to track and follow up / monitor queriesAbility to analyse data for future improvementsAbility to make a major shift to reputation

  • But wait theres moreESFI unit to be restructured and co-locatedChange proposal for discussionAnticipated new structure and amalgamation will occur at the end of 2006

  • A look into the future