Learning Resources

Abstract: A university’s strategic plan sets out its intent to reach higher, innovative levels to be considered prominent, a market leader, or universally recognized for excellence. By engaging employees as “owners” they can actively manage the forces and operational processes during plan implementation, monitoring, and controlling. Working with data-based performance metrics aids employees—and even students— in decision-making to evaluate options that affect performance thereby influencing the outcome. This session provides insight into KSU’s approach on engagement across the university.

Abstract: University strategic planning is typically well structured with attention to both process and outcomes. However, plans are frequently not implemented in an equally process-driven manner. As a result, the product of planning efforts may not lead to the anticipated change or may even remain “on the shelf.” This article describes how Philadelphia University is using “action research” during strategic plan implementation in order to optimize campus commitment, facilitate organizational learning, and support the sustainability of change.

Abstract: This publication, a follow-up to the popular Planning for Student Services: Best Practices for the 21st Century, introduces the topic of web portals and call centers needed to support web services. It also describes the lessons learned from one-stop centers, which are causing facilities to be redesigned and new service career paths to be defined. Services have become a strategic issue for institutions, and web strategies—driven by web services—have become critical as well. The authors, who are among IBM best practice partners, present case studies of their institutions by describing their experiences in these areas. They also show how they have been successful in integrating technology into their student services projects, redesigning their processes, implementing change, and extending their brand.

Abstract: In light of globalization, technology advancements, decreased funding, and changing demographics, colleges and universities today face the challenges of transforming their institutions for the future. Through use of case studies, this book demonstrates how several institutions are transforming their traditional model for student services into a learner-centered model. The institutions, all participants in IBM's annual Innovation in Student Services Forum, provide a pragmatic view of how they have brought their vision to a reality. And with this book, you'll be ready to respond to these trends on your campus.