In an industry which is not used to change and can often be resistant to it, there must be a considered strategy in place for introducing transformation of any kind. When wanting to boost the value of shared services within an institution, it is first critical to ensure the foundations upon which change will lie are strong. In the case of university shared services, this will lie in the people and culture of the institution and their willingness and ability to work in a service orientated culture.
In this session Nicole will share her expertise as a transformation expert who has worked outside of the education sector. Thanks to her experience within other industries she has been able to introduce new perspectives to the change programs at Macquarie. Here she will outline the fundamental elements to consider when looking to improve service provision and embed the change into university practice.
How you will benefit:
- Understand the need for a unique approach to service delivery in higher education
- Discuss how to identify opportunities to refine and improve the service delivery model
- Learn strategies for placing service and customer experience at the core of shared services
- Gain insights into approaches to continuous improvement post-transformation