Sheffield Hallam University Http excellence shu ac uk

© Sheffield Hallam University Http: //excellence. shu. ac. uk

Fundamental Concepts Management by Processes and Facts People Development & Involvement Customer Focus Leadership & Constancy of Purpose Results Orientation Partnership Development Public Responsibility Continuous Learning, Improvement & Innovation © Sheffield Hallam University Http: //excellence. shu. ac. uk

The Simple Model People Processes Results Achieve better results through involvement of all the people in continuous improvement of their processes. © Sheffield Hallam University Http: //excellence. shu. ac. uk

EFQM Excellence Model Enablers People Leadership Policy & Strategy Partnerships & Resources Results People Results Key Customer Processes Performance Results Society Results Innovation and Learning © Sheffield Hallam University Http: //excellence. shu. ac. uk Copyright EFQM 1999

The Excellence Model Enablers How we manage our people How we manage and lead How we plan through processes How we manage partnerships & resources Results How we manage our processes and products and services People Results Key Performance Results Customer Results Society Results Innovation and Learning © Sheffield Hallam University Http: //excellence. shu. ac. uk Copyright EFQM 1999

EFQM Excellence Model Enablers Quality systems Process development eg enrolment, enquires, student information, financial information People Leadership Policy & Strategy Partnerships & Resources Processes Learning and teaching: validation, delivery, assessment Research and business development Course development Customer relationship management © Sheffield Hallam University Http: //excellence. shu. ac. uk

EFQM Process Linkages © Sheffield Hallam University Http: //excellence. shu. ac. uk

Process Model Development From Hierarchy. . . . to. . . Process Working © Sheffield Hallam University Http: //excellence. shu. ac. uk

Differences between… Management of Process Management by Process focus on individual process focus on holistic and integrated processes Process Process © Sheffield Hallam University Process Http: //excellence. shu. ac. uk

Structure, roles and responsibilities (Nortel) EFQM Excellence Model Vision/Mission Executive Management Core Process Model Objectives/Goals Process Owner (Sponsor) Process Overviews Process Manager Process Maps Procedures (ISO Documents) Responsibility Process Expert Document no. Issue no. © Sheffield Hallam University Process Practitioner Http: //excellence. shu. ac. uk

Qualitative Measurement A point would be mapped onto the satisfactory band for a product or service that meets most customer requirements and is produced by a process that is fairly effective. © Sheffield Hallam University Http: //excellence. shu. ac. uk

Identifying the key processes in the University © Sheffield Hallam University Http: //excellence. shu. ac. uk

Key linkages Mission Targets CSFs Key processes Sub-processes Activities/tasks Results © Sheffield Hallam University Http: //excellence. shu. ac. uk

SHU Process Model (Version 1) Management and Governance Processes Strategic Direction Setting • PEOPLE • KNOWLEDGE • RESOURCES • POLICY • STAKEHOLDER EXPECTATIONS Business Planning Performance Management & Review • PEOPLE • KNOWLEDGE • STAKEHOLDER EXPERIENCE • ACADEMIC OUTCOMES • RESEARCH SOLUTIONS Student Recruitment Student/Customer Services Learning, Teaching & Assessment Research & Business Development HR Management & Development © Sheffield Hallam University Facilities & Estates Learning Support Infrastructure processes ICT Http: //excellence. shu. ac. uk

SHU Process Model (Version 2) Management and Governance Processes Strategic Direction Setting Performance Management & Review Business Planning Recruit Student • PEOPLE • KNOWLEDGE • RESOURCES • POLICY • STAKEHOLDER EXPECTATIONS • PEOPLE • KNOWLEDGE • STAKEHOLDER EXPERIENCE • ACADEMIC OUTCOMES • RESEARCH SOLUTIONS Provide Induction “Engage” Student “Graduate” Student Research & Business Development HR Management & Development © Sheffield Hallam University Facilities & Estates Learning Support Infrastructure processes ICT Http: //excellence. shu. ac. uk

SHU Process Model (Version 3) Management and Governance Processes Set Strategy & Plan Business Review & Assess Performance Manage Strategic Alliances Create, Acquire and Transform Knowledge • PEOPLE • KNOWLEDGE • RESOURCES • POLICY • STAKEHOLDER EXPECTATIONS Acquire and Educate Students Manage consultancy, innovation, commercial activity and spin outs Manage and develop staff © Sheffield Hallam University Manage and develop information Comms Resources Manage Financial Resources Manage Marketing Infrastructure processes • PEOPLE • KNOWLEDGE • STAKEHOLDER EXPERIENCE • ACADEMIC OUTCOMES • RESEARCH SOLUTIONS Manage Physical Resources & Customer Services Http: //excellence. shu. ac. uk

Acquire and Educate Students 1. Recruit Students (taken to be all recruitment processes that involve engagement with an individual, ie. from enquiry onwards) 2. Induct Students 3. Teach & Deliver Academic Programmes 4. Support Learning 5. Assess & Graduate Students © Sheffield Hallam University Http: //excellence. shu. ac. uk

SHU Process Activity • Organisational Development: Task Team and Programme Board: strategic development, project management • Process Review: enrolment, timetabling, enquiry management, student finance • Facilities Directorate: Smart Management • Human Resources: process review prior to system update • Academic Registry: process identification, restructuring, cross-School working • Finance Directorate: process identification • Quality Systems Management and Enhancement • Sport and Leisure Management, Centre for Sport and Exercise Science, Materials Research: process identification and Review © Sheffield Hallam University Http: //excellence. shu. ac. uk

Process Deployment(SHU) SHU © Sheffield Hallam University Http: //excellence. shu. ac. uk

Process Deployment(SHU) SHU Schools © Sheffield Hallam University Http: //excellence. shu. ac. uk

Process Deployment(SHU) SHU Partnership Academics Admin Schools © Sheffield Hallam University Http: //excellence. shu. ac. uk

The Relationship Journey Uneven Relationship Hierarchical Status Power Functionalism Win/lose Us/them Competitive Exclusive Command/control Independence Low morale Poor behaviour towards others NIH, NIMBY Customer dissatisfied © Sheffield Hallam University Negotiated Relationship Cooperative Relationship Holistic Holonic Empowered Cross-process working Win/win Partnership Co-operation Inclusive Involving Supportive Interdependence High morale Respect for all Good practice sharing Customer delighted Http: //excellence. shu. ac. uk

The Relationship Journey Uneven Relationship Negotiated Relationship Crisis of Purpose Complacent Coercive (Win/Lose) Hierarchical Thinking Cooperative Relationship Joint Continuous Improvement (Win/win) Joint Interests Positional (Involvement) (Old Crisis Policies) of Initial Trust Adversarial (Defensive) Crisis of Interdependence Process Thinking Copyright John Carlisle Partnerships © Sheffield Hallam University Http: //excellence. shu. ac. uk

Leadership & Partnership Principles Shared culture Processes Leadership style Shared Learning Processes Values Shared vision & goals Knowledge/ Communication Processes Shared Effort KPIs/ Measures Processes Shared Information Source: Institute of Management © Sheffield Hallam University Http: //excellence. shu. ac. uk

EFQM Excellence Model Process Impact Enablers Leadership Results People Results Policy & Strategy Customer Results Partnerships & Resources Processes Key Performance Results Society Results Innovation and Learning The EFQM Excellence Model is a Registered Trademark © Sheffield Hallam University Http: //excellence. shu. ac. uk

4 Quadrant Thinking (after Ken Wilber) Self Knowledge • personal values • leadership style • attitudes • beliefs • commitment Meaning-making • shared values • shared vision • ethics/integrity • myths/legends • shared history • morale and energy © Sheffield Hallam University Peak Performance • personal capabilities • competencies • decisions • performance • motivation Strategy and Design • business strategy/design • organisational design • processes • policies & procedures • performance measures • managing information Http: //excellence. shu. ac. uk