Transforming Student Services in Higher Education

Heather Madden
Cork Institute of Technology, Cork, Ireland

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Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:41, s. 407-411

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Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


At Cork Institute of Technology (CIT); there are many disparate actors; systems and processes involved in service delivery and too often employees work in silos with little or no understanding of the personal impact of the student journey. Traditionally in large organisations; the focus is often on the technology implementation while ignoring the importance of people and processes. As part of CIT’s plan to transform and streamline services for students in a higher education institution; a pilot project was initiated to re-design some key business processes within the student lifecycle. The design of services is well-documented; however there is a lack of research in regard to an inside-out service design approach used to transform the student experience in higher education. CIT have discovered that focusing on the on-stage and back-stage functions of the employee experience is just as important as the student experience in order to deliver great services.


transform; higher education; student services


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