Placing the Student at the Heart of the Process: Using student lifecycle relationship management and service design techniques to enhance the student experience.

Hollins, Paul ORCID: 0000-0003-1739-9882 and Perry, Sharon (2010) Placing the Student at the Heart of the Process: Using student lifecycle relationship management and service design techniques to enhance the student experience. In: Creanor, L, Hawkridge, D, Ng, K and Rennie, F, (eds.) “Into something rich and strange” – making sense of the sea-change. The 17th Association for Learning Technology Conference (ALT-C 2010). Association Learning Technologies, pp. 62-69. ISBN 978-0-9566312-0-6

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Abstract

The Higher Education (HE) sector is currently under increasing pressure to respond to challenges from a number of quarters. Aside from the obvious economic factors, student expectations are also changing, particularly with regard to Information and Communication Technology (ICT). So how can the HE sector meet these changing (and challenging) expectations? One approach is to focus on the small-scale efforts that can be made to improve an institution’s effectiveness in enhancing the student experience. This paper describes how using techniques traditionally associated with customer relationship management in the commercial sector can be used in conjunction with the student lifecycle to meet the changing expectations of the student. It should be considered as an early announcement of the research from several of the JISC Relationship Management Programme projects, which have been trialing service design as an approach to Student Lifecycle Relationship Management (SLRM). Examples of some of the small-scale technological changes made are also provided. This approach places the student firmly at the heart of the process and may help institutions be more flexible, efficient and effective.

Item Type: Book Section
Additional Information: This conference paper was given at and published in the proceedings of the 17th Association for Learning Technology Conference (ALT-C 2010). Hollins,Paul and Perry,Sharon (2010) Placing the Student at the Heart of the Process: Using student lifecycle relationship management and service design techniques to enhance the student experience. In, Creanor, L., Hawkridge, D., Ng, K., Rennie, F. (Eds). “Into something rich and strange” – making sense of the sea-change. The 17th Association for Learning Technology Conference (ALT-C 2010). Held 7–9 September 2010, University of Nottingham, England. It has been made available under a Creative Commons Attribution-NonCommercial-2.0 UK: England & Wales license.
Uncontrolled Keywords: business process, re-engineering, challenges for education, changing services, design, distance learning, early announcement, early research, efficiency, JISC, learner expectations, learner voice, mitigating risk, process streamlining, quality improvement, responding to change, social networking, service design, student lifecycle relationship management
Divisions: University of Bolton Research Centres > Institute for Educational Cybernetics
Depositing User: Tracey Gill
Date Deposited: 18 Mar 2015 13:22
Last Modified: 08 Mar 2018 09:17
URI: http://ubir.bolton.ac.uk/id/eprint/669

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