SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 19-20 OCTOBER 2017
PIER ONE SYDNEY HARBOUR
CONFERENCE GUIDE SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE
DAY 2: DRAFT PROGRAM Friday 20 October 2017
08:30 ARRIVAL Registration, Tea and Coffee on Arrival 08:45 WELCOME ACKNOWLEDGEMENT & RUN THROUGH OF THE DAY Steering Committee 09:00 OVERVIEWKEYNOTE SPEAKER Mr Darryl Carpenter Head, Integrated Services, Department of Internal Affairs, New Zealand Overcoming the challenges of digital transformation – lessons learned from the NZ Government MINOR SESSIONS 30 minutes 10:00 Minor Session: Minor Session: Minor Session: Minor Session: OurInnovation goal Powered is to provideby Skills a trulyThe Power innovative of Collaboration and value-for-moneyCollective Buying event Power for the sector,Powerful Communitiesby the sector. Innovation within: Using internal Title TBC Details to be confirmed Student-driven innovation for capabilities to create a sustainable The talk will finish on learnings from universities: A win for community service model other sectors that could be readily Anatoli Kovalev Program Manager, Wilna Joubert Group Manager, inform higher education. Office of the Deputy Vice Chancellor, Scheduling Services: Student and Dr David Bowser CEO, Curio UNSW Sydney BuildingEducation onBusiness earlier Services, successful Service building our capability as institutions, Acknowledgements Improvement Conferences at the however as the true experts, we Scheduling Services Group, Monash This Conference Guide is inspired UniversityUniversity of South Australia in 2012 encourage participants to be the by the Conference Navigator Guides and the University of Newcastle in drivers of their own learning. created by Ed Bernacki of The Idea 10:30 2013,MORNING the LH TEA Martin Institute ran Factory. This analogue innovation has its first Service Improvement and WORKSHOP MAJORS LEARNING OUTCOMES helped many people get more90 value minutes Innovation in Universities conference Workshop Major 1C: Workshop Major 1D: Workshop Major 2C: and ideasWorkshop from conferences. Major 2D: It is 11:00 in Melbourne in 2015 with guidance • Collaborate and share your stories one of a series of Navigator journals andThe supportPower of Collaborationfrom a steering groupThe Power of Collaborationof success (or failure),Skills For ideas Innovation for Skills For Innovation for managing ideas and solving ofCollaboration: senior university How to work sector with other leaders. Turning theory into changeaction: and expertiseThe sneaky with way your to create a culture of Develop, critique and grow your ideas. entities to create value and support transformation guidance innovation: using design thinkingchallenges. for This workshop will focus on the skills of With over 100 delegates attending, peers to create something new innovative thinking Ray Fleming Education Industry personal/professional transformation developing ideas, judging ideas and this two-day event was very well • Contribute to a post-conferenceand success www.InnovativeConferences.comcommunicating and presenting ideas. received.Vernon Crew The, Senior second Honorary annual ServiceSolutions Executive, Microsoft; and Fellow, LH Martin Institute; and publication on keyCarol issues Harding and Principal, Innoversitieswww.NavigatorNotebook.caEd Bernacki Innovationalist Improvement and Innovation in Wayne Hart Digital Transformation Sue Crew, Consultant, Adviser for Education,findings Microsoft from the conference UniversitiesVSEC Consultancy Conference was held proceedings in Brisbane in 2016 and it is back in • Develop a return to work action 12:30 again in Sydney in 2017. STUDY HALL Meet with your minors group to discussplan your toreflections implement and ideas your generated great by ideas the morning’s discussion, share your experiences from the This year, the conferencedifferent minors will sessions, be work on your action plans and brainstorm questions for this afternoons panel session Ed Bernacki and SCie taking on a new and innovative 13:00 LUNCH AND NETWORKING HOTSPOTS format. Our broad aim remains 14:00 PANEL DISCUSSION Innovation, collaboration and smart spending: how universities can build their communities Audience as experts: a champion from each of the four streams will present a recurring topic or theme identified within the breakout sessions before opening the discussion to the floor. Champions to give brief overview of main themes/issues identified throughout conference. Discussion then opens to preselected questions, and questions from the floor
15:00 KEYNOTE SPEAKER Professor Caroline McMillen Vice-Chancellor, University of Newcastle Australian Universities: Transforming and Transformational
16:00 REFLECTIONS Investing 30 minutes for a year of great ideas – Includes afternoon tea Goals for this session: 1. Brief wrap up of overall main themes / key take homes for those not in the room SPONSORS2. Action plans 3. Next steps – what happens post conference
16:30 CLOSE OF CONFERENCE
Special thanks to our International Guest and Gold Sponsor:
Special thanks to our Major Sponsors:
Special thanks to our Silver Sponsors:
Special thanks to our Special thanks to our Bronze Sponsor: conference collaborators:
LH Martin Institute www.lhmartininstitute.edu.au
2 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
ABOUT THE STEERING COMMITTEE
This conference is held by the LH Martin Institute and led by a steering committee made up of leaders and senior managers in Australian universities who have experienced or spearheaded the implementation of change and service improvements in their own institutions.
Mrs Suzanne Crew Prof Leo Goedegebuure him with the project management Former Head Academic Quality and Director, LH Martin Institute skills to successfully direct complex Analytics, University of New England Management institutional change processes. Until recently Sue was Director at the LH Martin Head, Academic Quality Institute, Professor Leo Dr Stephen Weller and Analytics at the Goedegebuure is active Chief Operating Officer, Australian University of New England in the field of higher Catholic University and Past President, (UNE). Previous to this education policy research Association for Tertiary Education she was Head, Strategy and Planning and management. Prior to his move Management at the same institution. Over the last to Australia in 2005 (University of A member of the Senior few months she has been advising New England, Centre for Higher Executive Group at new entrants to the higher education Education Management and Policy), the Australian Catholic sector in relation to strategy, Leo was Executive Director of the University, Dr Weller academic quality, and compliance. Centre for Higher Education Policy leads the Corporate Studies (CHEPS), at the University of Sue holds a Master of Tertiary Services Portfolio which is critical to Twente, Netherlands, Europe’s largest Education Management from the the achievement of the strategic and research centre in this field. University of Melbourne and has also operational priorities of the University. recently completed a Specialisation Leo’s research interests are in The Portfolio includes infrastructure; in Design Thinking from the Darden the areas of governance and information technology; properties; Business School, University of management, both at the systems marketing and external relations; Virginia, in the US. She is a mentor and institutional level, system student recruitment and client for both programs. She has an dynamics including large scale services; student administration; academic and practical interest in the restructuring policies, university- human resources; finance; planning nexus between quality and innovation industry relationships, and institutional & strategic management; and in tertiary education, change mergers. Most of his work has a governance & corporate services. About the Steering Committee management in tertiary education and comparative focus, both within and Dr Weller is also responsible for the applicability of behavioural science outside of Europe, which has resulted providing effective corporate in developing student communication in a strong international network. governance through the University and engagement strategies, He is an auditor for the Hong Kong Senate and Company in his role as particularly in relation to conversions Quality Assurance Council and has Company Secretary. from application to enrolment. been a member and rapporteur for With more than 20 years’ experience the OECD tertiary education review of in tertiary education across five Session details: New Zealand. universities in three states, Dr Weller Thursday 19 October Leo has worked as an expert on brings a wealth of experience to ACU. 1:30pm – 3pm governance and management in He holds a PhD in Organisational Workshop 1: Reality Check: Are Central and Eastern Europe, the Justice from Victoria University, a you equipped to be an effective Russian Federation, Africa, South East Master of Business Administration collaborative partner? Asia and South America on projects from the University of Technology, initiated by the European Commission, Sydney, a Master of Commerce, Friday 20 October the World Bank and UNESCO. Employment Relations from Western 11am – 12:30pm Sydney University, and a Bachelor During the period 1997–1999, Leo of Arts, Government and Public Workshop 2: Collaboration: How to spent a 3-year term in institutional Administration from the University work with other entities to create administration as deputy to the of Sydney. value and support innovative Rector Magnificus at the University thinking of Twente, the Netherlands, with Session details: primary responsibility for the teaching & learning portfolio. In this capacity Thursday 19 October he restructured the university’s 11:30am – 12:30pm education programs. This experience Panel Discussion: The power of not only furthered his overall collaboration: breaking down silos management skills, it also equipped to build stronger outcomes
3 ABOUT THE STEERING COMMITTEE
Ms Janet Beard Mr Steve Paris Ms Lakshmi West Senior Honorary, Fellow LH Martin Executive Director, Students, Director, Service Improvement Group, Institute, University of Melbourne RMIT Vietnam Australian National University Janet Beard is an Steve Paris, Executive Lakshmi has over 20 experienced senior Director Students, joined years’ experience in manager and leader with the academic staff of various roles in the demonstrated capacity RMIT Vietnam in 2002 as Management Consulting, to design and implement a teacher of information Information Technology improved organisational arrangements management and technology. and Higher Education sectors. and services in the education sector, Following periods managing the Since joining the Australian National facilitate discussions to bring peoples’ university preparation program University in 2009, Lakshmi has led views together, and take people and the undergraduate information the delivery of several University wide through major change. technology program, in 2005 Steve end-to-end business transformational assumed the role of Academic Janet has a deep knowledge change projects aimed at increasing Registrar for the Vietnam campuses. and understanding of all aspects productivity and improving customer As student numbers expanded of university management and experience. Lakshmi has been a from hundreds to thousands, Steve administration from more than 30 member of University executive level oversaw the expansion of student years of experience in three Australian committees and has been Project services including administration, universities (Melbourne, La Trobe and Director for a number of service counselling, sports and recreation, Sydney). Her business improvement improvement flagship projects. career centre, learning support, and and change management expertise the on-campus residential centre. In 2014, Lakshmi was appointed to is informed by a successful track lead Digital Transformation at the ANU record in managing large and complex Prior to RMIT Steve held a number of and has successfully established an faculties as well as university-wide roles at the intersection of technology agile centre of excellence, delivering change programs. and media, primarily in software and key digitally transformed, streamlined, systems development. Experience in Janet works as a consultant in standardised and system integrated large television, weather information the sector and has undertaken processes to a customer base of circa services, and computer service consultancies and reviews of 30,000. organisations was interspersed with administrative, technical and co-founding technology companies. In 2017, Lakshmi has returned academic support services to lead the Service Improvement in universities, nationally and Opportunities in South East Asia led Group, delivering strategic initiatives internationally including the South Steve into business development across academic and professional Pacific, New Zealand and Indonesia. and technology training roles, first in service areas, embedding an the Apple channel, and more recently organisation wide approach to service co-founding and managing a web improvement. development operation in Vietnam. Prior to joining the ANU, Lakshmi Steve is a graduate of Victoria worked as a management consultant University of Wellington, New on various Accenture client projects Zealand, and of RMIT University’s in the areas of Superannuation, Educational Leadership and Banking, Shared Services and Management program. Telecommunications both in Australia and overseas.
4 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
CONFERENCE FORMAT
That’s right, it’s back to Uni! Participants will be asked to select a Major and a Minor to study over the two-day conference. Keynote sessions and in-depth workshops cover the main themes, while breakout sessions will be split into the Minor streams.
Between sessions, head to the Study Ideas Factories: During Q&A, with Improvised Panel: Join an Hall to brainstorm with your peers and the people at your table, discuss improvised panel session with problem-solve issues you are facing, questions for the keynote presenter your colleagues. A topic and three soundboard ideas and develop some and write them down on the cards corresponding questions will be actions for change. Participants are provided. Cards will then be collected drawn from a hat (or Pre-selected encouraged to join an ideas factory or by conference staff and selected for by vote), three volunteers will then networking table over meal breaks, or the presenter to answer. act as the panel, providing a quick volunteer for one of the audience led introduction and their roles and During meal breaks, check the sessions. experience before answering the signage around the venue to join a questions. Study Hall: This is your chance brainstorming or problem solving to meet with your majors group session on a topic of interest. to discuss your reflections and ideas generated by the morning’s Audience Led sessions: discussion, share your experiences from your different minor sessions, 5-by-5 Mini Pecha Kucha: work on your action plans and Prepare a quick 5 minute talk with 5 brainstorm questions for the panel accompanying PowerPoint slides to sessions. present to your peers. Think of this like a mini Pecha Kucha!
CONFERENCE THEMES Conference Format and Themes
INNOVATION COLLECTIVE THE POWER OF POWERFUL POWERED BY BUYING POWER COLLABORATION COMMUNITIES SKILLS Minor Major / Minor Minor Major / Minor With budget cuts looming The nature of universities What is the value of Many times we are asked, on the horizon, how is traditionally characterised reaching out? This theme “but what is innovation?” can we as institutions by competition, however builds on the notion of or “how do I innovate?” improve the efficiency in the context of open collaboration to look This theme challenges and effectiveness of innovation the realistation at the broader socio- the way we think about procurement practices grows that collaborating economic impact for the innovation and what that to gain the best value and sharing knowledge community when strong means in different contexts for money? This theme and information has a universities partner with within the sector, our lives explores the concepts very positive impact local stakeholders to foster and our work. Participants behind and methods on innovation and the inclusiveness and build will explore different for shared procurement effectiveness of individual a sense of community concepts of innovation, within the sector and what organisations. So what that reaches beyond the and learn new skills for savings can be made when can we learn from others? campus borders. innovation. we harness our collective This theme will walk buying power. through how universities partner with other universities, state and local governments, and industry and community organisations.
5 ABOUT THIS GUIDE
This Conference Guide has been developed in collaboration with Ed Bernacki of the Idea Factory. Use this guide as a regular notebook to jot down notes, quotes, insights and ideas throughout the conference.
You will notice as you flip through figures and key points which will help people you can’t remember? the guide that each session has a you defend a position or sell an idea. • Find a great idea, and did nothing dedicated notes page, separated into Listen for examples and anecdotes with it? sections to help you organise your that confirm and validate your notes and refer to them during the experience. If you answered yes to more than one Study Hall sessions. The final pages in of these questions, setting some pre- the guide will help you organise your Assessing your conference goals and challenges can great ideas and turn them into actions help you become a more effective Conference Participation conference participant. Think about the last conference, Taking notes with meaning: Having clearly defined problems to workshop or seminar you attended: Inspiration, information and validation: solve, or goals to meet will keep you listen for good quotes or stories • Did you make notes and never focussed, help you take better notes, that motivate you and that you can look at them again? listen for ideas and transform these share with others. Take note of facts, • Collect business cards from ideas into actions.
CONFERENCE DINNER
MCA: MUSEUM OF CONTEMPORARY ART AUSTRALIA 6:30PM THURSDAY 19 OCTOBER
Entrance West Circular Quay, The Rocks, address: Sydney NSW 2000 Australia
Pre-Dinner: Drinks and networking from 6:30pm.
Dinner: Please be seated by 7:00pm
6 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
DEFINE YOUR CONFERENCE CHALLENGES
ORGANISATION
What ‘wicked’ problem is my organisation currently facing?
What is one key idea, solution or tool my organisation could benefit from? Define your conference challenges
What potential partnership or collaboration is my organisation currently looking for?
7 DEFINE YOUR CONFERENCE CHALLENGES
PERSONAL
What topic am I particularly interested in learning about?
What is one key message, idea, solution or tool I hope to take back to my work?
Who am I hoping to meet? A peer in a similar role, a mentor, a soundboard?
8 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
THURSDAY, 19 OCTOBER 2017
08:30 ARRIVAL Registration, Tea and Coffee on Arrival 09:05 WELCOME TO COUNTRY Uncle Allen Madden 09:10 SETTING THE CONTEXT Dr Stephen Weller Chief Operating Officer/Deputy Vice-Chancellor, Australian Catholic University 09:25 NAVIGATING YOUR GREAT IDEAS TO TURN THEM INTO ACTIONS Mr Ed Bernacki Innovationalist 09:30 KEYNOTE SPEAKER Mr Ray Fleming Education Industry Solutions Executive, Microsoft Australia Insights, challenges and frameworks for future-proofing the Australian Higher Education Sector BREAKOUT SESSIONS 30 minutes 10:30 Audience led Minor Session Minor Session Minor Session: Mini PechaKucha Powerful Communities Innovation Powered by Skills The Power of Collaboration 5by5. Innovation through improvement: Crafting Community and Building Precipice: a case study in applied- Five delegates will present five slides Team BPI at UC Capability industry research leadership in five minutes on one of the Grace Bryant Senior Coordinator, James Phyland Business Analyst, connecting science and the arts conference themes. Don’t like Business Process Improvement The University of Melbourne for innovation. PowerPoint? Submit a poster instead. (Team BPI), University of Canberra Penelope Thomas Project Manager – Applied Industry Research for Innovation, Australian Film, Television and Radio School
11:00 MORNING TEA
11:30 PANEL DISCUSSION The power of collaboration: breaking down silos to build stronger outcomes Panel: Professor Pip Pattison Deputy Vice-Chancellor, Education, University of Sydney Ms Jane King Deputy Commissioner, Design and Change Management, Australian Taxation Office Mr Darryl Carpenter Head, Integrated Services, Department of Internal Affairs, New Zealand Chair: Dr Stephen Weller Steering Committee (SCie)
WORKSHOP MAJORS 90 minutes 12:30 LUNCH AND NETWORKING HOTSPOTS 13:30 Workshop Major 1A: Workshop Major 1B: Workshop Major 2A: Workshop Major 2B: The Power of Collaboration The Power of Collaboration Skills For Innovation Skills For Innovation Reality Check: Are you equipped to be Creating Shared Solutions to Unique The fundamentals of design thinking Know your style: innovation an effective collaborative partner? Problems and its power as a tool for and problem-solving Conference Agenda Vernon Crew Senior Honorary Dr David Bowser organisational innovation and Ed Bernacki Innovationalist problem solving Fellow, LH Martin Institute; and Sue Chief Executive Officer, Curio Crew Consultant, VSEC Consultancy Carol Harding Principal, Innoversities
MINOR SESSIONS 30 minutes 15:00 Minor Session: Minor Session: Minor Session: Minor Session: Innovation Powered by Skills The Power of Collaboration Collective Buying Power Powerful Communities Realising the potential for digital Exploring collaboration opportunities Vendor Q&A Giving Lilydale a heart: innovation in universities through technical research support Microsoft Australia Breaking down barriers and Peter Wiseman Partner, Nous Group services engaging with a hurt community Dr Rachael Morgan Project Andrea Read Manager Community Manager, Service Improvement Group, Relationships, Box Hill Institute Australian National University
15:30 STUDY HALL Meet with your minors group to discuss your reflections and ideas generated by the morning’s discussion, share your experiences from the different minors sessions, work on your action plans and brainstorm questions for this afternoons panel session. Goals for this session: 1) Capture key take homes and main themes from Day 1 Breakouts 2) Set up personal action plans Ed Bernacki and SCie
16:00 KEYNOTE SPEAKER Ms Jane King Deputy Commissioner, Design and Change Management, Australian Taxation Office Focusing on a Transformational Agenda 17:00 CLOSE OF DAY 1 18:30 CONFERENCE DINNER Pre-Dinner drinks and networking from 6:30pm Please be seated by 7:00pm
9 FRIDAY, 20 OCTOBER 2017
08:30 ARRIVAL Registration, Tea and Coffee on Arrival 08:45 WELCOME ACKNOWLEDGEMENT & RUN THROUGH OF THE DAY Steering Committee 09:00 KEYNOTE SPEAKER Mr Darryl Carpenter Head, Integrated Services, Department of Internal Affairs, New Zealand Overcoming the challenges of digital transformation – lessons learned from the NZ Government MINOR SESSIONS 30 minutes 10:00 Minor Session: Minor Session: Audience led: Minor Session: Innovation Powered by Skills The Power of Collaboration Improv Panel Powerful Communities Innovation within: Using internal Collaboration or Partnership: solving A topic and three corresponding Achieving more through partnership capabilities to create a sustainable problems and providing solutions questions will be drawn from a hat, than is possible in isolation: The service model Dr David Bowser CEO, Curio three volunteers will then act as the Smith Family’s partnerships with Wilna Joubert Associate Director, panel, providing a quick introduction, Australian universities Scheduling Services, Monash their roles and experience before Wendy Field Head of Policy and answering the questions and opening University, and Reshmee Gunesh, Programs, The Smith Family the discussion to the group. Principal Specialist, Business Transformation, Monash University
10:30 MORNING TEA WORKSHOP MAJORS 90 minutes 11:00 Workshop Major 1C: Workshop Major 1D: Workshop Major 2C: Workshop Major 2D: The Power of Collaboration The Power of Collaboration Skills For Innovation Skills For Innovation Collaboration: How to work with other Turning theory into action: The sneaky way to create a culture of Develop, critique and grow your entities to create value and support transformation guidance innovation: using design thinking for ideas. This workshop will focus on innovative thinking Ray Fleming Education Industry personal/professional transformation the skills of developing ideas, judging Vernon Crew, Senior Honorary Solutions Executive, Microsoft; and and success ideas and communicating and presenting ideas. Fellow, LH Martin Institute; and Wayne Hart Digital Transformation Carol Harding Principal, Innoversities Sue Crew, Consultant, Adviser for Education, Microsoft Ed Bernacki Innovationalist VSEC Consultancy
12:30 STUDY HALL Meet with your minors group to discuss your reflections and ideas generated by the morning’s discussion, share your experiences from the different minors sessions, work on your action plans and brainstorm questions for this afternoon’s panel session. Goals for this session: 1) Highlights from workshops 2) Capture key take homes and main themes from Day 2 Breakouts 3) Brainstorm questions for panel session after lunch Ed Bernacki and SCie
13:00 LUNCH AND NETWORKING HOTSPOTS 14:00 PANEL DISCUSSION Innovation, collaboration and smart spending: how universities can build their communities Audience as experts: a champion from each of the four streams will present a recurring topic or theme identified within the breakout sessions before opening the discussion to the floor. Champions to give brief overview of main themes/ issues identified throughout conference. Discussion then opens to preselected questions, and questions from the floor
15:00 KEYNOTE SPEAKER Professor Caroline McMillen Vice-Chancellor, University of Newcastle Australian Universities: Transforming and Transformational
16:00 REFLECTIONS Investing 30 minutes for a year of great ideas – Includes afternoon tea Goals for this session: 1. Brief wrap up of overall main themes / key take homes for those not in the room 2. Action plans 3. Next steps – what happens post conference
16:30 CLOSE OF CONFERENCE
10 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
SPEAKERS AND FACILITATORS
Ed Bernacki will be given the opportunity to reflect In the last year Ray has spoken at Innovationalist, Canada on participation in other group and a number of conferences, including team based tasks to provide insight events run by Microsoft, such as Ed Bernacki helps people on how thinking style, and the nature the Australia Partner Conference, develop a greater capacity of participation, influences how we and external conferences including to innovate. Whether he innovate. Business Improvement in works as a part of team or Universities, Business Intelligence Friday 20 October an outside advisor, he is in Tertiary Education, University 11am – 12:30pm a source of ideas and inspires others Student Retention, and conferences to develop their skills and capacity to Workshop 2: Develop, critique and for University Library Directors and innovate. grow your ideas University IT Directors. Ed believes any team or organisation This workshop will focus on the skills Session details: can be an idea factory capable of of developing ideas, judging ideas creating new ideas anywhere and and communicating and presenting Thursday 19 October anytime to solve the challenges that it ideas. Using different tools and 9:30am – 10:30am faces. This takes some new skills and methodologies, participants will be Opening Keynote: Insights, perspectives to harness the creativity asked to explore how they react to challenges and frameworks for and conviction of people to act on a good or bad idea, and learn how to future-proofing the Australian their ideas. identify the missing piece that makes Higher Education Sector He walks the innovation talk by an idea stronger. Participants will then choose an idea to develop further, and Leading during Digital Transformation: creating innovative tools and models The experts are predicting that the to help others be more creative. receive tips and tools on how to grow the idea and present it. jobs of the future are going to be He has the skills to solve problems very different from the careers of effectively and elegantly. His thinking Proudly sponsored by Microsoft Australia, today – and this will impact both goes beyond simple models and 2017 International Guest and Gold Conference universities and your students. Using clichés. He shapes concepts into Sponsor data points and examples from the practical tools that prompt others to world around us right now, we will be more innovative in their thinking. look at the impact that this will have He has a great passion for public on people and organisations, and service. Ed has helped numerous then discuss how to lead through government departments with this the digital transformation and strategies and training. He wrote a KEYNOTE SPEAKER what technology and organisational guide on innovation for the Singapore change might mean. Ray will also Government. He has also written Ray Fleming share insights from Microsoft’s own
guides and provided the content for in- Education Solutions Executive, journey of change as the organisation Speakers and facilitators house innovation programs for SMEs. Microsoft Australia set out to move from a product-led to a service-led world, and will reflect on Ray Fleming is the Ed likes working inside organisations the cultural change that accompanied Industry Solutions Lead that need to enhance a culture of the journey. innovation with the skills for solving for Education in Microsoft problems and creating opportunities. Australia, and has spent Thursday 19 October His expertise is also in cognitive 30 years working within 3pm – 3:30pm diversity, starting with a simple the education ICT industry. Ray Minor: Vendor Q&A question: do all people think alike? moved to Australia in 2011 from The answer is obvious yet do our Microsoft UK and has been a senior With the Turnbull government having management processes recognise manager at a number of large announced this year that over and harness these differences? Education IT companies. Much of $3 billion in funding is set to be Ray’s work involves bridging the gap slashed from the Higher Education Session details: between the technology industry sector, it is now more crucial than Thursday 19 October and education – helping each side ever that Universities tighten belts 1:30pm – 3pm to better understand the other, and without causing great impact to creating stories that help both sides the quality of teaching, research Workshop 1: Know your style: to discuss the impact that IT could and community service. Join us in innovation and problem solving have upon education in the future. this session to explore the different avenues available to advance on your This workshop will focus on In the past, Ray has written for the understanding your style of problem- budget by leveraging the collective Times Higher Education Supplement buying power that Universities hold solving using the Basadur Profile. including writing a regular column. Opportunities will be provided for and thinking innovatively about Ray is a regular speaker at a range of business processes. Hear from a participants to explore their strengths, educational conferences – focusing discuss their thinking styles and then vendor about which considerations on the significance of IT, the role it should be made and gauge the in groups, discuss this concept with will play in the digital transformation ‘like-minded thinkers’. Using the tangible impact they’re having with of education and the impact on one Australian University. results from the profile, participants students’ future lives.
11 Friday 20 October belief that citizens deserve as good a Friday 20 October 11am–12:30pm service from government as they get 9:00am – 10:00am from anywhere else. Workshop: Turning theory into Plenary Session: Overcoming the action: transformation guidance Jane started her career as a teacher challenges of digital transformation and is a graduate of the Australian – lessons learned from the NZ Effective Digital Transformation: Ray Institute of Company Directors. Jane Government Fleming and Wayne Hart, Digital sits on a number of boards within the Transformation Adviser for Education ATO and other federal agencies. She in Microsoft’s global consulting team, KEYNOTE SPEAKER is also a non- executive director for will lead this workshop through Auscontact, the national industry body Professor Caroline McMillen an interactive process that will for customer experience in Australia. illustrate what the potential digital Vice-Chancellor, University of Newcastle transformation projects could be, Session details: using examples and case studies Professor Caroline of universities within Australia Thursday 19 October McMillen joined the and globally. They will discuss the 11:30am – 12:30pm University of Newcastle ideation, planning and measurement Panel Discussion: The power of as Vice-Chancellor and mechanisms that are used in collaboration: breaking down silos President in October 2011. education and across other industries to build stronger outcomes so that you can leave with a clearer Professor McMillen has dedicated picture of what best practice looks almost 30 years to the higher Thursday 19 October like, and how it may be adapted for education sector, holding leadership 4:00pm - 5:00pm your strategic needs. Wayne will also roles across research, innovation and discuss how to get other stakeholders Plenary Session: Transformational teaching. She holds a Bachelor of Arts on board for the journey, and keep Leadership and Mindsets for the (Hons) and Doctor of Philosophy from them with you throughout the Future of Work Oxford University, and completed her implementation of any strategic plan. medical training at the University of Cambridge. KEYNOTE SPEAKER In 1983, Professor McMillen moved KEYNOTE SPEAKER Darryl Carpenter to Australia to lecture at Monash Ms Jane King Manager Integrated Services & Better University. In 1992, she was Deputy Commissioner, Design and Public Services Result 10, Department appointed Professor, Chair and Head Change Management, Australian of Internal Affairs, New Zealand of the Department of Physiology Taxation Office Having spent much of at the University of Adelaide. In 2005, she accepted the position of Jane King joined the his early career as a Deputy Vice-Chancellor and Vice Australian Taxation professional outdoor President: Research and Innovation Office in 2007 as instructor and guide, at the University of South Australia, Deputy Commissioner, Darryl applied the many a position she held until her move to Customer Service and lessons he learnt to his work providing Newcastle. Solutions where she managed the strategic business advice in leadership, contact centre network (around 1500 strategy and transformational change As a biomedical researcher, Professor seats across 8 sites) and oversaw to the private sector, government and McMillen is internationally recognised the customer service strategy community organisations. for her work into the impact of for the ATO. Jane managed the Eventually becoming the CEO of the the nutritional environment before transformation of the ATO call centres NZ Mountain Safety Council, Darryl birth on the risk of developing into a multi-channel contact centre led that national organisation on a cardiovascular disease and obesity in environment serving its customers seven year transformation journey adult life. with most inbound interactions. delivering outdoor safety programmes Her research group has been funded In mid-2014, Jane was tasked with and services (many on behalf of continuously for two decades by leading the ATO’s Budget Response government) that continue today. both the Australian Research Council Program as well as being the project Darryl now leads the NZ Better and the National Health and Medical sponsor of a number of enabling Public Services Result 10 programme Research Council. She has published reviews. Jane undertook the Chief transforming citizens interaction with more than 200 publications and been Information Officer role for the ATO’s government. While positive progress invited to present at more than 70 Technology Group from November is being made, the challenge of international and national meetings. 2014 to December 2015. Jane has integrating services based around Professor McMillen is also currently recently been appointed as the citizen life events has only just begun the Chair of the Endocrinology, Deputy Commissioner for the Design – and so the next adventure begins. Reproduction and Development and Change Management capability Commission of the International across the enterprise. Session details: Union of Physiological Societies - the only Australian Chair on this Prior to joining the ATO, Jane worked Thursday 19 October international body. in senior roles in customer service 11:30am – 12:30pm for over 20 years with Telstra, the Over her career, Professor McMillen Brisbane City Council and various Panel Discussion: The power of has trained more than 50 Honours departments in the Queensland collaboration: breaking down silos and PhD students who have gone Government always driven by the to build stronger outcomes on to win national honours and
12 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
fellowships and made significant The primary focus of Professor education leadership, governance contributions in diverse careers, Pattison’s research is the and management, with a particular including research, industry, medicine, development and application of interest in change capability dentistry, veterinary science and mathematical and statistical models development and institutional quality education. for social networks and network assurance, driven by substantial processes. Recent applications experience in auditing and working She has served on state government have included the transmission of with tertiary institutions seeking to groups focused on: building infectious diseases, the evolution position themselves in the higher innovation, climate change, of the biotechnology industry in education space. manufacturing and the resources Australia, and community recovery industry. Professor McMillen was following the 2009 Victorian bushfires. Session Details: a member of the Prime Minister’s Science, Engineering and Innovation Professor Pattison was elected a Thursday 19 October Council Working Group on Aboriginal Fellow of the Academy of the Social 1:30pm – 3pm and Torres Strait Islanders focusing Sciences in Australia in 1995. Workshop 1: Reality Check: Are on maternal and peri-natal health. She Professor Pattison was named on you equipped to be an effective has served as Chair of the Australian the Queen’s Birthday 2015 Honours collaborative partner? Research Council and National Health List as an Officer of the Order of and Medical Research Council’s grant This workshop will provide Australia for distinguished service to review panels. participants with the tools necessary higher education, particularly through to assess their own organisational Professor McMillen is committed to contributions to the study of social ability and readiness to engage in and building collaborative partnerships network modelling, analysis and maintain beneficial collaborations. between universities, government, theory, and to university leadership industry and communities that and administration. Two quick case studies will be directly contribute to the economic, provided to set the scene and environmental, social and cultural Session Details: the opportunity then offered to participants to undertake a ‘reality health of Australia. Thursday 19 October check’ of their own organisational 11:30am – 12:30pm Session details: strengths and weaknesses and Panel Discussion: The power of to share their learning with fellow Friday 20 October collaboration: breaking down silos participants. 3pm – 4pm to build stronger outcomes While this is the first of two Closing Keynote: Australian sequential workshops on the theme Universities: Transforming and of the power of collaboration, it is also Transformational Dr Vernon Crew designed as a stand-alone event at Senior Honorary Fellow, LH Martin the conference. Institute and Principal, VSEC Professor Philippa Pattison AO Consultancy Friday 20 October PhD Melbourne, FASSA Vernon is a Senior Fellow 11am – 12:30pm Speakers and facilitators Professor Philippa (Pip) of the L H Martin Institute, Workshop 2: Collaboration: How to Pattison was appointed continuing a career in work with other entities to create Deputy Vice-Chancellor education at all levels and value and support innovative (Education) at the University in a variety of contexts, thinking in Sydney in June 2014. working in the United Kingdom, Zambia, Hong Kong and Australia, This workshop will provide As Deputy Vice-Chancellor all for substantial periods, together participants with an overview (Education), Professor Pattison is with short-term consultancies and of alternative approaches to responsible for the University’s secondments elsewhere in Africa, collaboration and real-life examples of strategy and vision for teaching and North America, Asia and the Pacific how these tactics can be an effective learning and students’ educational Rim. His experience includes driver of innovation. experience. She oversees institution- teaching in schools, vocational Participants will have the opportunity wide development of better support and higher education institutions, to consider how tactics identified in for student learning, including the long-term service as Principal of an the workshop, or indeed innovative University’s approach to curriculum international school in Zambia and tactics of themselves, might most renewal, new thinking in pedagogy, as Head of the School of English usefully be deployed as part of a learning and teaching analytics, at the principal teacher training whole-of-institution strategy. e-learning and quality assurance for institution in Hong Kong, founding learning and teaching. While this is the second of two Head of the Centre for International sequential workshops on the theme A quantitative psychologist by Education at the Hong Kong Institute of the power of collaboration, it is also background, Professor Pattison began of Education and Director, English designed as a stand-alone event at her academic career at the University Language and International Services the conference. of Melbourne, and has previously at the University of New England. served as president of Melbourne’s He holds a BA in Education and an Academic Board and most recently as MA and PhD in Applied Linguistics. Deputy Vice-Chancellor (Academic). His areas of interest are tertiary
13 Ms Carol Harding Friday 20 October In this workshop, participants will Innovation/Design Practitioner and 11am – 12:30pm learn how to use several frameworks to collaborate and co-design service Principal, Innoversities Workshop 2: The sneaky way to innovation. Drawing on the challenges create a culture of innovation: Carol has been Deputy as developed on MindHive in the lead using design thinking for personal/ Director of the Australian up to the conference, participants professional transformation and Innovation Research Centre will utilise the frameworks to develop success (AIRC) for the past decade practical skills and build groups to and has a deep passion for Many organisations are now offering address a shared service innovation. innovation and operating by design, staff both personal and professional not default. She is an innovation and development opportunities, often Friday 20 October design thinking practitioner, advisor, with a view to helping them create 10am – 10:30am trainer and design sprint master. She career and life visions and acquire has helped government, universities, generic skills that serve them well Collaboration or Partnership: business and community organisations in both areas of their lives. Enabling solving problems and providing - nationally and internationally - build staff to learn how to use design solutions capability in innovation, creative thinking to create success in their Universities can collaborate to solve thinking, design thinking and the personal and professional lives will common problems or partner to development of innovation programs. quite quickly have a significant ripple provide better solutions for industry, Carol’s major focus is on professional effect for organisations. Not only will government and other funders. In staff in the tertiary education sector staff become proficient as they apply this short presentation, we provide and she runs specifically tailored it in their own time to their personal a framework for the different ways workshops and other innovation/design challenges but they also will develop universities collaborate and partner related events. She also helps people a mindset which will enable them to to create greater shared value that use design thinking to design and live see opportunities for innovation and leverages the collective resources, their best life. improvement within their organisations expertise or assets of individual Carol is the Chair of the judging that were never obvious beforehand. organisations. This will be illustrated panel for the Association of Tertiary The result being a workforce of skilled through three case studies: Education Management/Campus and passionate innovators. This 1) Co-design and development of Review Best Practice Awards in the workshop will provide an overview of a shared technology platform for category of Excellence in Innovation how to use design thinking for ‘life’ the recruitment and management and an assessor for the Australian design and provide participants with of casual academic staff; 2) Sharing Public Sector Innovation Awards. some personal insight into the process. of grouped research metrics and performance data to collectively Session Details: establish best practice workload Associate Professor models; 3) Creation of a Community Thursday 19 October David Bowser 1:30pm – 3pm Operated Tertiary Education Centre Chief Executive Officer, Curio in the Upper Spencer Gulf region of Workshop 1: The fundamentals of South Australia design thinking and its power as a David combines his tool for organisational innovation strong analytical capacity, The talk will finish on learnings from and problem solving innate curiosity and other sectors that could be readily enthusiasm to develop inform higher education. Those organisations that truly master insights that can be the art of design thinking and embed embraced by organisations and readily it throughout their organisations, from implemented by staff. He advises Wayne Hart the leadership and culture through to clients in highly regulated sectors Digital Transformation Adviser for the end-services and products, have including education, financial services Education, Microsoft a proven and significant competitive and healthcare specialising in strategy, Wayne has gained advantage over those that don’t. Watch marketing, product development, and extensive experience out for the competitive advantage organisational change engagements. (over 20 years) working in that the first Australian universities to management, delivery and embed design thinking capability and David is currently CEO and Founder consulting roles. His primary mastery will have over the balance! of Curio, a collective of creatively focus is on digital transformation, digital This workshop will provide an overview inspired, intellectually curious service delivery and the alignment of of design thinking including some advisors, educators and product business and IT strategy within the validation about the success of design developers. Working across Education Industry. Wayne has assisted centric organisations. Participants education, health and financial service many organisations in the realisation will learn about its evolution and its sectors, Curio seek opportunities to of their strategic goals by combining mindset and process. We will walk solve problems and help organizations his visionary ability to formulate through a case study based on an make better decisions and design strategies, visions and tactics with his award winning design thinking project, better client experiences. architectural and delivery experience with participants having the hands-on Session Details: to develop realistic and pragmatic experience of using some of the tools program roadmaps. To achieve employed in the project. The case Thursday 19 October transformation success he utilises study will also provide insight into the 1:30pm – 3pm his commercial acumen, negotiation, difference between the outcome that Workshop: Creating Shared communication and influential skills to was actually achieved and that which Solutions to Unique Problems gain support, increase buy-in and take may have occurred if design thinking key stakeholders on the journey. had not been used.
14 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
BREAKOUT PRESENTERS
Wilna Joubert Reshmee Gunesh always been defined by technological Group Manager, Scheduling Services, Principal Specialist, Business innovation for communication and Student and Education Business Transformation, Monash University art. The Australian Film, Television Services, Monash University and Radio School (AFTRS) embodies Reshmee has worked the creativity and innovation inherent Wilna has worked in the in the higher education in both the arts and sciences as higher education sector sector for over fifteen demonstrated by several future- for over fourteen years in years. Starting as an focused, applied industry research a number of operational academic teaching projects that lie at this intersection. and management roles Marketing in undergraduate and MBA One such project is Precipice, a in events management, graduations, Programs, Reshmee moved into binaural narrative podcast recently examinations and timetabling most higher education management and launched as part of Vivid Ideas notably with Massey University, Bond has since demonstrated knowledge Sydney 2017. The innovation research University and Monash University. and experience in the development strategy and leadership model for Wilna is currently the Group and implementation of stakeholder this project serve as a case study by Manager, Scheduling Services, and engagement, change management, demonstrating three key components: part of the senior management marketing and communications strategies in the sector. 1 a specific approach to achieving team within the Student and innovation that is experimental Education Business Services Reshmee is currently Principal and iterative; Directorate which reports into the Specialist, Business Transformation at COO Portfolio. Her team delivers Monash University. The role provides 2 a ‘pan-collaboration’ profile of an services to both students and staff thought leadership and advice to the inclusive team spanning students, through the provision of timetabling senior management and influences academia, industry, organisational services and the development of the execution of transformation and international partnership; and process improvements through initiatives and projects for key 3 a model for the ‘digital the deployment of an Enterprise services at Monash University. dissemination’ of outcomes. Timetabling and Placements solution. She has a passion for technology- enabled service excellence, Penelope Thomas James Phyland understanding team capabilities and Project Manager – Applied Industry Business Analyst, Business Analyst, leveraging talent for optimal business Research for Innovation, Australian The University of Melbourne performance. Film, Television and Radio School Dr James Phyland is Abstract: A review of timetabling Penelope is Project a compulsive creative in 2015 revealed that the service Manager of Applied collaborator with many Breakout Presenters attracted the lowest student Industry Research years of experience satisfaction rating across student for Innovation at the working with faculties administration services at Monash. Australian Film Television and central university administrative How could we innovate using existing and Radio School (AFTRS). She has teams to effect organisational capability and new technologies to managed a number of research improvement. Initially focussed on enhance our students experience projects including VR Noir, Biometrics any project that saw the elimination while providing a more effective and for Audience Engagement, the of paper-based processing and the efficient timetabling service? AFTRS/CSIROData61 Portal, and scourge of filing, he now collaborates Precipice: a binaural narrative with others to build sustainable work This case study will take you through podcast created in collaboration with our journey of adopting an agile practices that are robust, documented Sydney Philharmonia Choirs, WNYC and flexible. framework and work practices in and BBC. Penelope’s interest is in reimagining a core business function bringing together global inclusive Abstract: Having undergone a – the development and delivery of teams to explore technology for massively disruptive organisational the university timetable. Moving from communication and art. Penelope restructure in 2014-2015, an 83 disparate professional staff to a has a BA in English Literature and opportunity arose to reframe priorities specialist team of 15, the Scheduling Theatre Studies, Graduate Diploma in and rebuild skills and capability within Services Improvement Program has Education, Master of Arts in Applied a distributed team of faculty-based created a student-centric function, Linguistics, Leading and Managing analysts who provided strategic and with a significant cultural mind shift Research (LH Martin Institute), and operational reporting to support key and skills uplift. Adopting agility in is a Master of Arts by Research decision makers. However, this had to core operations can reap tangible candidate (University of Sydney). be done at a time where community benefits and sustainable work cohesion across the business was practices that enable the realisation Abstract: There is an undeniable low because some staff had moved of any university’s growth ambitions. connectedness between the arts to new positions and now had new We are in the early days of our and science, yet with specialisation colleagues (who also were new and transformative journey and the signs occurring over time the two have had new colleagues), while others are both promising and rewarding. come to be thought of as polarised. had key allies who departed from This is not the case with screen and the organisation, and there were broadcast, which history shows have also a number of newcomers to the
15 team. Who had the knowledge? Andrea Read Wendy Field Who was authorised to act? To lead? Manager Community Relationships, Head of Policy and Programs, The Who were the new gatekeepers Box Hill Institute Smith Family across the business? And what did it mean to be an expert in this Andrea is responsible for Wendy has more than environment, as staff turnover was building strong community 20 years’ experience positionally and organisationally relationships to enable the in management, high? This presentation will explore BHI Group to strengthen administration and the approaches used to craft a its focus on being an leadership across a collaborative, high trust community educational leader and enhancing range of environments, including of faculty-based analyst practitioners its scope of operations. This role the community sector, policy with a diverse range of talents underpins the enabling of educational and advocacy organisations and who needed to keep dynamically relationships and achievement of public service sectors at State and responding to internal and external commercial outcomes across all Commonwealth Government levels. business arms and is responsible for change forces at a time of turbulent Wendy initially trained as a social liaising with schools, local community transition. worker and spent several years groups, community services providers working with homeless people, and employers. Peter Wiseman primarily young people and chronically Andrea is passionate about education homeless women; later in her career Principal, Nous Group and has spent 17 years promoting she gained a second degree in Social Peter is experienced and growing the secondary market Sciences. and vocational training options in higher education Prior to joining The Smith Family for students in government TAFE and has led projects she held a number of leadership programs. Currently Andrea focused on system-level roles across a wide variety of policy is managing the Community arrangements, workforce and program areas in the Australian Relationships for Box Hill in Lilydale, cost analysis, regulatory frameworks, Government Department of Family, a role which awarded her the CEO strategic planning, course portfolio Housing, Community Services and award for Professional Excellence. design, operating model reviews, Indigenous Affairs (FaHCSIA). pricing strategy, business case Abstract: In 2014, Box Hill Institute Abstract: The Smith Family works in development, competitor analysis announced it was opening a 94 communities across Australia to and funding policy. He has led Community Campus in Lilydale, help disadvantaged young Australians education sector-wide reviews a suburb that sits on the urban/ to succeed at school so they can and major strategy and redesign rural fringe. It had previously had a create better futures for themselves. projects; including on school curricula university presence but its closure Our Learning for Life programs and university course architecture, had left a community feeling angry support over 38,000 children and financial performance, pricing and and isolated from education. functional operations. young people to participate more Whilst operating the small campus fully in their education by providing Abstract: Innovation can be we were laying the foundations of evidence-based programs and amplified by the application of digital a new way of engaging learners emotional, practical and financial technology. However the concept of and seeing if it would be viable to support throughout their schooling digital innovation is often met with take over the larger university site. and tertiary education. hesitancy. Across all sectors, people Make the community the life of the Developing strong and sustained lack confidence and are challengedby Campus. Don’t tell them but ask partnerships is key to us achieving our the idea of learning and then applying them. Don’t assume we know who mission. new technology in order to innovate. they are from research data. Find out But the benefits that can be achieved who they are through experience with This session will provide examples of through digital innovation are significant, them. how we partner with universities to: particularly in a university context. This presentation explores the • Deliver innovative, evidence- This discussion will explore the complexities of opening two based programs to support school potential of digital innovation in campuses in two years, the need engagement and achievement higher education referencing tangible for community engagement to examples of success. We will also • Develop collaborative research strengthen the ties and how internal that furthers our knowledge of explore some useful digital tools and systems struggle with the mere how they can be applied at different factors impacting on educational concept of community outside of the engagement skill levels to provide deeper insight education walls. and expand the realms of possibility • Provide opportunities for when it comes to problem solving and university students and staff to innovation. develop their social awareness through volunteering and mentoring opportunities.
16 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
Participants will explore the mutual Abstract: Cutting edge and Grace Bryant value of cross-sectoral partnerships, experimental research often requires Senior Coordinator, Business Process gaining a deeper understanding of how instrumentation and research Improvement (Team BPI), University we might approach such partnerships equipment that is not available of Canberra through an innovative lens and commercially, but instead must considering new ways we might be custom designed and built. Grace Bryant genuinely collaborate to add value to the lives of These services have traditionally believes in the the students with whom we work. been provided by mechanical and transformative power electronic workshops. The way these of higher education and workshops operate is changing, has dedicated the last 13 Dr Rachael Morgan from a purely inward focused service years to the support of the University Project Manager, Service delivery model to one with greater of Canberra. She spent a decade in Improvement Group, Australian emphasis on delivering services student-facing service environments, National University to external institutions as well as and more recently assisted to establish UC’s Business Process Rachael holds a PhD commercialisation opportunities. Improvement team. In 2017, UC’s from the Université The ANU is currently undertaking Team BPI received an ATEM award for Paris-Sud (France) a project to unify its Science governance and policy and were highly and a joint Bachelor’s instrumentation workshops and commended in the innovation category. and Master’s from the is exploring opportunities to Her own background is storytelling; University of Leeds (UK). Following foster and enhance collaboration through creative writing and illustration, her PhD, Rachael worked as a project between research institutions, which she sees as essential to specialist for Google before making private enterprise and with local innovation and improvement. the move to management consulting government, including CSIRO and where she focused on strategic the ACT Government. Of particular Abstract: Effective governance analysis, business transformation interest is understanding what reform can and does contribute to and modelling disruptive trends. Her skills the technical workforce will effective and efficient core business clients were in the higher education, need to support our future research processes aligned to strategic goals. energy and utility and government needs and how these skills can be Join Grace Bryant, Winner of the 2017 sectors. She is now a project developed in partnership with local Best Practice Award for Excellence in manager at the ANU where she is government agencies. Governance and Policy explain how dedicated to improving technical University of Canberra rationalised research support services. committee processes, improved decision making and increased transparency around capital planning. Breakout Presenters
17 OPENING KEYNOTE
Insights, challenges and frameworks for future-proofing the Australian Higher Education Sector Ray Fleming Education Solutions Executive, Microsoft Australia
Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
18 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
MINOR SESSION
PRESENTER: TITLE: THEME:
Insights and ideas: Quotes to remember:
Questions to ask: Actions: Minor session
Things to Research:
19 PANEL DISCUSSION
Professor Pip Pattison Ms Jane King Mr Darryl Carpenter Dr Stephen Weller Deputy Vice-Chancellor, Deputy Commissioner, Head, Integrated Services, CHAIR Education, University of Design and Change Department of Internal Sydney Management, Australian Affairs, New Zealand Taxation Office Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
20 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
WORKSHOP
FACILITATOR: TITLE: THEME:
Insights and ideas: Quotes to remember:
Questions to ask: Actions: Workshop
Things to Research:
21 MINOR SESSION
PRESENTER: TITLE: THEME:
Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
22 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
STUDY HALL
These reflective sessions are provided as an opportunity to discuss in groups findings from day one of this conference. Think about key take home messages: What will you tell your co-workers who couldn’t be here? Think about your conference objectives and what you learned today that can help you achieve those goals or address those challenges.
Key insights: Ideas to develop:
Resources: Actions: Study Hall
Issues to manage:
23 PLENARY SESSION
Focusing on a Transformational Agenda Ms Jane King Deputy Commissioner, Design and Change Management, Australian Taxation Office
Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
24 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
PLENARY SESSION
Overcoming the challenges of digital transformation – lessons learned from the NZ Government Mr Darryl Carpenter Head, Integrated Services, Department of Internal Affairs, New Zealand
Insights and ideas: Quotes to remember:
Questions to ask: Actions: Plenary session
Things to Research:
25 MINOR SESSION
PRESENTER: TITLE: THEME:
Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
26 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
WORKSHOP
FACILITATOR: TITLE: THEME:
Insights and ideas: Quotes to remember:
Questions to ask: Actions: Workshop
Things to Research:
27 STUDY HALL
These reflective sessions are provided as an opportunity to discuss in groups findings from day one of this conference. Think about key take home messages: What will you tell your co-workers who couldn’t be here?. Think about your conference objectives and what you learned today that can help you achieve those goals or address those challenges.
Key insights: Ideas to develop:
Resources: Actions:
Issues to manage:
28 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
PANEL DISCUSSION
Innovation, Collaboration and smart spending: how universities can build their communities
Insights and ideas: Quotes to remember:
Questions to ask: Actions: Panel discussion
Things to Research:
29 CLOSING KEYNOTE
Australian Universities: Transforming and Transformational Professor Caroline McMillen Vice Chancellor, University of Newcastle
Insights and ideas: Quotes to remember:
Questions to ask: Actions:
Things to Research:
30 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
INVESTING 30 MINUTES FOR A YEAR OF GREAT IDEAS
TURNING IDEAS INTO ACTIONS:
1 Review your notes: look back through your notes, handouts, ideas and anything else you collected during the conference 2 Find the important ideas or insights 3 Sort your ideas! Pick the HOT ideas and the Big ideas, put the others on hold 4 Think about what resources you might need to turn your hot ideas into actions.
Hot Ideas: On hold: Turning ideas into actions Turning
Big ideas: Resources:
31 INVESTING 30 MINUTES FOR A YEAR OF GREAT IDEAS
STRATEGIC IDEAS:
1 What are you trying to achieve? 2 How will you communicate your initiatives? 3 Which problems are you trying to solve – define specific areas of focus 4 What resources are required? 5 How will you know if you have been successful? What will you measure?
Key insights: Key contacts:
Ideas to develop: Resources:
32 SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
NETWORKING
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions:
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions: Networking
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions:
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions: NETWORKING
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions:
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions:
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions:
Why is this person important?
Ideas discussed: BUSINESS CARDS
Follow up actions: SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE 2017
ABOUT THE LH MARTIN INSTITUTE
The LH Martin Institute for capacity in tertiary sector institutions — Find out more Tertiary Education Leadership and so that they may fulfill their missions Management was established in 2007 more successfully. We do this lhmartininstitute.edu.au with the vision to create a nationally by providing an integrated set of +61 3 8344 0756 and internationally recognised research, programs, events and hub of teaching and research on projects tailored to the needs of the [email protected] tertiary education leadership and sector’s academic and professional management. Our mission is to leaders. The LH Martin Institute is Join the LH Martin Institute for develop more effective governance as based at the Melbourne Centre for Tertiary Education Leadership and well as leadership and management the Study of Higher Education. Management discussion group
twitter.com/lhmartininst
facebook.com/lhmartininstitute
ABOUT THE MELBOURNE CENTRE FOR THE STUDY OF HIGHER EDUCATION
The Melbourne Centre for the Study We aim to deliver quality and — Find out more of Higher Education, or Melbourne innovation in each of these fields CSHE, conducts research and through our signature research melbourne-cshe.unimelb.edu.au development in the fields of higher themes, distinctive projects, practical +61 3 8344 4605 education teaching and learning, professional development programs research, engagement and leadership and special events. The Centre is part [email protected] and management. of The University of Melbourne. linkedin.com/company/ melbourne-centre-for-the-study- of-higher-education
twitter.com/melbcshe SERVICE IMPROVEMENT AND INNOVATION IN UNIVERSITIES CONFERENCE
DAY 2: DRAFT PROGRAM Friday 20 October 2017
08:30 ARRIVAL Registration, Tea and Coffee on Arrival 08:45 WELCOME ACKNOWLEDGEMENT & RUN THROUGH OF THE DAY Steering Committee 09:00 KEYNOTE SPEAKER Mr Darryl Carpenter Head, Integrated Services, Department of Internal Affairs, New Zealand Overcoming the challenges of digital transformation – lessons learned from the NZ Government MINOR SESSIONS 30 minutes 10:00 Minor Session: Minor Session: Minor Session: Minor Session: Innovation Powered by Skills The Power of Collaboration Collective Buying Power Powerful Communities Innovation within: Using internal Title TBC Details to be confirmed Student-driven innovation for capabilities to create a sustainable The talk will finish on learnings from universities: A win for community service model other sectors that could be readily Anatoli Kovalev Program Manager, Wilna Joubert Group Manager, inform higher education. Office of the Deputy Vice Chancellor, Scheduling Services: Student and Dr David Bowser CEO, Curio UNSW Sydney Education Business Services, Scheduling Services Group, Monash University
10:30 MORNING TEA WORKSHOP MAJORS 90 minutes 11:00 Workshop Major 1C: Workshop Major 1D: Workshop Major 2C: Workshop Major 2D: The Power of Collaboration The Power of Collaboration Skills For Innovation Skills For Innovation Collaboration: How to work with other Turning theory into action: The sneaky way to create a culture of Develop, critique and grow your ideas. entities to create value and support transformation guidance innovation: using design thinking for This workshop will focus on the skills of innovative thinking Ray Fleming Education Industry personal/professional transformation developing ideas, judging ideas and Vernon Crew, Senior Honorary Solutions Executive, Microsoft; and and success communicating and presenting ideas. Fellow, LH Martin Institute; and Wayne Hart Digital Transformation Carol Harding Principal, Innoversities Ed Bernacki Innovationalist Sue Crew, Consultant, Adviser for Education, Microsoft VSEC Consultancy
12:30 STUDY HALL Meet with your minors group to discuss your reflections and ideas generated by the morning’s discussion, share your experiences from the different minors sessions, work on your action plans and brainstorm questions for this afternoons panel session Ed Bernacki and SCie
13:00 LUNCH AND NETWORKING HOTSPOTS
14:00 PANEL DISCUSSION Innovation, collaboration and smart spending: how universities can build their communities Audience as experts: a champion from each of the four streams will present a recurring topic or theme identified within the breakout sessions before opening the discussion to the floor. Champions to give brief overview of main themes/issues identified throughout conference. Discussion then opens to preselected questions, and questions from the floor
15:00 KEYNOTE SPEAKER Professor Caroline McMillen Vice-Chancellor, University of Newcastle Australian Universities: Transforming and Transformational
16:00 REFLECTIONS Investing 30 minutes for a year of great ideas – Includes afternoon tea Goals for this session: 1. Brief wrap up of overall main themes / key take homes for those not in the room 2. Action plans SPONSORS3. Next steps – what happens post conference 16:30 CLOSE OF CONFERENCE
Special thanks to our International Guest and Gold Sponsor:
Special thanks to our Major Sponsors:
Special thanks to our Silver Sponsors:
Special thanks to our Special thanks to our Bronze Sponsor: conference collaborators:
LH Martin Institute www.lhmartininstitute.edu.au
lhmartininstitute.edu.au