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