Peter TowDirector, Project Management Office, Fiance and Resources
University of Western Sydney
The university has undertaken a significant services reform program, driven by a change in the operating model, adopting a Shared Services Model to deliver better and more consistent services.
This organisational wide transformation comprised 14 independent streams, and delivered operational savings over 10%. The program created a range of new key shared services associated with the support of University teaching programs and admin services, along with various technical and procurement functions. One of the highlights of the program was getting key stakeholders on board through the pursuit of a co-design and collaborative approach.
- Creating a strategy for organisation wide transformation: Setting up Shared Services
- Delivering the transformation program comprising 14 streams
- Achieving stakeholder buy-in and building engagement through co-design and collaboration
- Focusing on the importance of culture as a key component and objective of the program.
10:45 AM Applying Customer Centred Design Principles to Drive a Shift in Operating Model and Achieve Greater Efficiencies in the Planning and Launching Phase
Getting buy-in from your executive management, driving client satisfaction and bringing your team along on the journey are critical to the success of any transformation. It is also often the source of much consternation and the reason why some projects fail. Customer Centred Design presents an opportunity to collaborate and build a better understanding of your stakeholders and uncover their priorities to ensure a fool-proof strategy for change.
- Understanding the principles of Customer Centric Design and how they can be applied to improve efficiency in a Shared Service Environment
- Learning how to effectively collaborate with stakeholder from clients to executive management
- Creating opportunities for feedback and leveraging this for continuous improvement