1. JISC Project:
CRM Self Analysis Tools
Project Findings, Tools and Wider
Applicability
Dr Matthew Donaghy
Project Manager

2. What was the vision?
To develop an open source self-analysis
toolkit, empowering Higher Education
Institutions (HEIs) to think through their
people, process and technology issues
before, during or after a Business and
Community Engagement (BCE) orientated
Customer Relationship Management (CRM)
implementation.
In other words: Look before you leap!
Proposal Writing Skills for Scientists and Engineers

3. What did we deliver?
Process Maps Self Analysis Tools (‘Easy
to Use’, Open Source)
On how different HEIs Focussing on how HEIs can
(peripheral, tactical, think through people,
strategic) manage their process and technology
processes where CRM and issues prior, during or after
BCE are concerned CRM implementation. This
means tools / diagnostics
on:
• Linking CRM to BCE strategy
• Change readiness
• Process Mapping
• Risk management (and scoring)
• Thinking through security /
ownership
• Implementation planning
• Checklists
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4. How did we do it?
Team Work!
Project Advisory Group
(Academics, Staff, External
Organisations)
Process
Mapping and
Research!
Project Manager • Over 20 Institutions
(HEIs and FECs)
• Peripheral, Tactical,
Strategic
Process Mapper / Process Mapping
Tools Developer Support
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5. What did we find (Process Maps)?
For ‘peripheral’ institutions, our process
research found that many HEIs shared similar
characteristics:
• Limited approach to information sharing
• Sporadic use of technology to maintain BCE
contacts (but more of a localised ‘c-drive’ culture)
• Some interoperability between systems but
nonetheless cultural issues in terms of a lack of
willingness by schools or departments to share
contacts and knowledge
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6. An example....
Business Engagement – From University to Company
End
No
Company
Business/
Company
Telephone/Email/ Yes Participation and
Face-to-Face Financial Support
Contact
Agreement on
Research/Project
End
No
No
Development
University
Business
Funding
Pre-Award Team Yes
Team
Opportunity for Sign Contract Post-Award Team
Evaluation
Research Project Monitor
Start 3-6 Months
Yes
Submit Application Project
approved?
Department/
Academics
Email/
School/
Discussion on the No
Telefone/ Estblish Cooperate Carry out Research Completion of Research Project
Research and Project Proposal
Meeting Contact Partnership Project? Research Project Written Report
Project
Academics
Yes
1
Students
Research Student
Working on the
2 Research Project
End
3
Department
Finance
Receive Research
Funding
Proposal Writing Skills for Scientists and Engineers

7. What did we find (Process Maps)?
For ‘tactical / strategic’ institutions, our process research
noted that:
• There is clear leadership embedded in the process (VC in
HEI E);
• Strategic thinking and transparent policy development has
supported information sharing approaches (HEI E and F on
information sharing);
• There is ‘buy in’ to the processes (FEC As commitment to
reducing departmental workload);
• Systems can be tailored to suit individual departments
(HEI H have their own software support unit; FEC A are
working towards CRM screens that appear ‘familiar’ to
users).
Proposal Writing Skills for Scientists and Engineers

8. An example....
Commercial Enquiries
Enquiry received and details
put on “My Projects” by the
Commercial enquiry Regional enquiry
commercial development
team
Skills/services search using “My
Projects”
Enquiry passed
Already have a contact to commercial
N
within the university? development
team Can university meet Regional
customer N Knowledge
N requirements? House Process
Y
Y
Client and Consultant introduction
Can the contact help Does the contact know
N and discussions regarding proposal
directly? anybody who can help?
and delivery
Y
Proposal and contract sent
Y Introduce useful
contact
Client accept
Discussions and
University
Details put on Revise proposal
proposal with
“My Projects” and update cost
client
Request purchase order and start
work
Changes
Y
required?
N
Make enquiries and issue further
instructions Carry out work
Progre
ss
monitor
ing
Is the work
N
complete?
Y
Invoice issued and paid
Proposal Writing Skills for Scientists and Engineers Feedback sought, project
reviewed & records archived

9. Tools
www.nottingham.ac.uk/gradschool/crm/
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10. Conclusion
• Tools ‘testing’
• Wider applicability of tools
Thank You!
Proposal Writing Skills for Scientists and Engineers