Linking various approaches teachers' pedagogical mindset and moral perspectives
1 Vision/2 Approaches: Customer Expectations - University & Research Institute Perspectives
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Transcript of 1 Vision/2 Approaches: Customer Expectations - University & Research Institute Perspectives
1 Vision/2 Approaches: Customer Expectations - University &
Research Institute Perspectives
Allison WeberDirector, Gov’t & Non-Profit Grants/Contracts, Los Angeles Biomedical Research InstituteOffice of Research Administration
Patti ManheimDirectorUniversity of California, Los AngelesOffice of Research Administration
Region VI/VII Spring Meeting 2011
Customers/Clients
Who are the customers of Research Administrators?
What are the expectations of these customers ?
How have those expectations changed in the last 5-10 years?
IS IT EVEN POSSIBLE TO MEET
CUSTOMER EXPECTATION???
Customer Service
What is the purpose of customer service? Is it really necessary?What skills are necessary?
◦ The “standard skill set”◦ The “new and improved” skill set
Environment
How does environment influence customer expectation?
◦ The University Environment
◦ The Research Institute Environment
University Environment
Elements affecting Customer ServiceAn institution of higher education and
research, which grants academic degrees…Research Universities (RU/VH) 96 in the USResearch Universities (RU/H) 103Doctoral Research Universities (DRU) 83
UCLA
University
Customer Service Challenge / Solution
Communication – Developed defined procedures
Contract Negotiation Challenges – develop alternative
Streamlining a procedure
Research Institute Environment
Elements affecting Customer ServiceAn establishment endowed for doing research
Research Institute
Customer Service Challenge / Solution
Communication
Facilitating procedure – dividing responsibilities
Subcontracting
Meeting Customer Expectation
General Guidelines: (Adapted from J M 51 business errors)Focus: Pay more attention to your service model,
office organization and pay less attention to the external factors – lack of federal funding, state resources, campus politics. Keep your eyes on the road, and not the landscape.
Don’t throw the Hail Mary: Don’t make dramatic changes in haste. Work on the service tactics already in front of you. Keep moving and keep working at the tasks that have worked in your office. Don’t count on one change/element as a source of instant salvation.
Don’t Fret: tune up systems, make investments in training and education programs – investments that pay over time.
Meeting Customer Expectation
Meeting Customer Expectation
Check your model – what can you learn from your internal and external customers/clients: What is working and what can be improved. (e.g. Can you simplify what has become too complex?)
References
Jim Muelhausen, CPA, JD The 51 Fatal Business Errors, and how to avoid them, 2008 Mulekick Publishing 3rd Ed
Carnegie Classification of Institutions of Higher Education, 2007
Thank you!
Allison WeberDirector, Gov’t/Non-Profit Grant& Contracts, Office of Research AdministrationLos Angeles Biomedical Research InstituteResearch Administration [email protected]://www.labiomed.org
Patti ManheimDirectorOffice of Contract and Grant Administration (OCGA)University of California, Los Angeles11000 Kinross Avenue, Suite 102Los Angeles CA [email protected] http://www.research.ucla.edu/ocga/