Building Excellence and Innovation at Carleton University
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Transcript of Building Excellence and Innovation at Carleton University
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Building Excellence and Innovation at Carleton University
Ed KaneAssistant Vice-President
(University Services)
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Carleton University• Canada’s Capital University• Founded in 1942• Approximately 27,000 students (Bachelors,
Masters, Doctoral)• Six faculties• Comprehensive university• $338M operating budget• Research-intensive institution• “Ours the task eternal”
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Innovation is….
• Improved products, processes, services, technologies and ideas
• “Introduction something new”• What you do (need to do) when your platform
is burning• Questioning the status quo
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Challenges to Innovation
• Organizational structure • It comes with the territory• What’s in it for me?• It’s the way we have always done it• Lack of vision & commitment
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Innovation Barriers
• Punish failure • Reward complacency• Never ask your staff• Micromanage your organisation• Don’t make it part of performance reviews• Add concrete to the silo walls
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Innovation is driven and focussed on
• Market research• Perceived customer
needs• Innovation teams• Employees• Outsourcing
• Breakthrough• Significant
improvement• Small improvement• Service innovation
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The Carleton experience - Collaboration
• When was your best experience at Carleton?• Someone has to be leader• It does require agreement on the goal(s)• Cross functional teams• Moving from “ego” to “pride”
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What are we doing at Carleton?
• Office of Quality Initiatives• Cross functional teams• Strengths Based Approach• Benchmarking projects• Lean transformations• Ideas@Carleton• Service Excellence• Strategic planning• The Ripple Effect
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Some examples
• Academic Interdisciplinary offerings• Congress 2009• 25+ Benchmarking projects• Lean projects
• Setting Service Excellence standards• Strengths based change approach
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Implementation Progress
Health & Counselling
Email & Network Storage
Employee Wellness & Recognition
Residence Operations
Integrated Science Institute
Centralized Space Booking
Student Communication
0% 20% 40% 60% 80% 100%
77
33
58
90
25
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CompleteIn ProgressNot Started
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Embedding Staff Involvement
• Selection of participants• Selection of data collection• Empowerment of teams• Inter-team communication – no titles• Presentation of findings & recommendations• Responsibility of implementation• Onus on sustainability of change
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Questions?Go Ravens ...