Re‐engineering customer services: University of Salford information services division

Abstract

PurposeThis paper describes the first steps in a process of service re‐engineering – business process re‐engineering (BPR) – in the information services division (ISD) of the University of Salford.Design/methodology/approachThis paper begins by describing the recent changes within HE and the impact of these changes to support services. The structure of ISD (and customer services within that) in the University of Salford is described, and the need for process change is analysed. The CRISP (Customer Resolution and Information Services Project) teams are then described, as are the principles behind the planned process mapping exercise. Finally, change management issues and customer relationships are discussed, as is our vision of a learning organisation.FindingsThe ISD will re‐engineer its key processes providing a customer‐focused service with resources directed specifically to where they are required. The process has already met challenges, even though its scope is just being defined. Those challenges include the complexity of the cultures that will need to be accounted for, the threats of a loss of momentum due to the need for thoroughness and fairness, and the need for planned communication and change management.Originality/valueThe scale of BPR being undertaken at the University of Salford is unmatched in the UK. This paper will begin the thought process for similar services who wish to focus what they do and the resources they use in providing that service.