Stephanie Gerken HR Systems and Information Manager/ Strategic Projects Manager – Keele University
When we decided to embark on a CI programme here at Keele University, we knew we had to build our skills and expertise in this area. We needed to take a better approach to process review and improvement, but we also wanted to develop tools and techniques to help embed a sustainable CI culture.
We wanted to work with an organisation who could not only share their knowledge and expertise but with whom we could build a partnership, working closely together to the benefit of everyone involved. We were looking for a real collaboration.
Enter the University of Strathclyde Continuous Improvement team!
We immediately appreciated the fact that working with another university meant our challenges and sector-specific issues were recognised. Higher Education (HE) has many ‘quirks’ and not having to explain them and knowing they are understood is always helpful. The familiarity with both student and staff-related processes, HE ways of working and the sector culture was a real plus point for us.
Strathclyde recommended that we start our work together with the delivery of CI training to our professional services leadership group. This meant our most senior colleagues would not only have an insight into the methodologies and ideas their teams would be using but would also be well placed to help break down any barriers to change.
Following this, we trained around 40 CI Practitioners from across all areas of our professional services. Strathclyde delivered modules covering CI principles, process review tools and techniques and relevant leadership skills. The online sessions were interactive and fun and feedback from Keele colleagues was very positive. They enjoyed the training, found it both useful and relevant, and felt it would lead to significant change, not only to our processes but to our ways of working.
The formal training was supported by a series of follow-up coaching sessions. This is where the collaborative approach really came into its own. By working together on a group of priority projects, we could immediately put our learning into practice in a hands-on way.
Each session was aligned to a particular stage of the project framework. It included a brief review/refresher of key learning points, time for some practical work, and ended with reflections as a group to share ideas. The sessions were both practical and supportive, helping to move the project forward.
On a personal level, I have learned a lot by working closely with Strathclyde on the wider CI programme. It’s been helpful catching up regularly to talk about how I can support colleagues with their projects, how we can start to embed a CI culture across the University and how we can encourage everyone to embrace the ideas into their everyday work. It has at all times felt like a real partnership, one that I’m sure we will continue to grow and benefit from.
Graham Ross – Continuous Improvement Manager, University of Strathclyde
It has been a pleasure to have worked with Keele University on its CI programme. It has been a pleasure to collaborate with such a committed and enthusiastic team. We have learned a great deal from them and admire the continued development of their CI program. It has been a shared learning experience. Ongoing collaboration has helped us tailor the training and coaching to the specific needs of Keele University.
As Stephanie indicated above, the first phase involved training the senior leaders at Keele in CI principles and methodologies. The second phase involved coaching and supporting staff to put their learning into practice. The third phase will involve embedding a CI culture throughout the University.
The challenge of making an “in-person” experience into a “virtual one” was possible through the pragmatism and adaptability of the team at Keele. They have been willing to try out different approaches and have a great sense of where they want to get to. Participants' willingness to learn and adopt new ways of working has been impressive.
The CI programme will continue to be a success for many reasons. The enthusiasm of the staff is clear to see and experiencing it firsthand is a privilege. The partnership between Strathclyde and Keele has been strong and collaborative. There has been great support from the Senior Team which is a key ingredient to establish a CI culture in any organisation. There is clear ambition beyond this initial phase with plans to grow the CI approach across the University.
The CI methodology has the potential to improve the university's efficiency, effectiveness, and quality of service. Keele University recognises the importance of measuring the benefits of their CI program to track progress and make sure that they are getting the desired results.
We are excited to see the results of the programme in the months to come. We would like to thank Keele University for their partnership and support so far. We look forward to continuing our collaboration with them in the future.
