Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Transforming Student Services in Higher Education Link�ping University Electronic Press Conference Proceedings
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Title:
Transforming Student Services in Higher Education
Author:
Heather Madden: Cork Institute of Technology, Cork, Ireland
Download:
Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
041
Pages:
407-411
No. of pages:
5
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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At Cork Institute of Technology (CIT); there are many disparate actors; systems and processes involved in service delivery and too often employees work in silos with little or no understanding of the personal impact of the student journey. Traditionally in large organisations; the focus is often on the technology implementation while ignoring the importance of people and processes. As part of CIT’s plan to transform and streamline services for students in a higher education institution; a pilot project was initiated to re-design some key business processes within the student lifecycle. The design of services is well-documented; however there is a lack of research in regard to an inside-out service design approach used to transform the student experience in higher education. CIT have discovered that focusing on the on-stage and back-stage functions of the employee experience is just as important as the student experience in order to deliver great services.

Keywords: transform; higher education; student services

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Heather Madden
Title:
Transforming Student Services in Higher Education
References:

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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Heather Madden
Title:
Transforming Student Services in Higher Education
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