Staging the Rollout
The initial roll-out of the USM was divdied into three stages, each stagefocusing on four to five offices.
During each phase, the Rollout Team worked with the team in a given office with the goal of operating a USM through establishing their philosophy, streamlining their processes and implementing systems to enable them to provide a consistently high level of support to students.
The rollout in any given office follows roughly the same pattern, outlined at high level below.
1. Initial Contact
The Rollout Team arranges a kick-off meeting with the (Programme) Office Director. The purpose of this is to provide more information on the rollout and its steps, as defined by the building blocks.
The Director is invited to nominate a representative from their area for the USM Rollout Learning Team. The purpose of the Learning Team is to bring people together to share their insights, expertise and ideas to inform the rollout of the USM.
2. Staff Workshops (Voice of Operations)
Any member of the team working in the office who engages in 1-to-1 interactions with students is invited to attend the preliminary workshop. Details of the format and outputs of this and other workshops are included below.
Following this initial workshop, a second workshop takes place, with a selection of staff from the team, focused on the Processes used by the team that are focused on supporting students.
3. Systems Implementation and Training
The Rollout Team visit with the team in the office and work with them in their own environment. The primary purpose of this exercise is for the Rollout Team to observe the actual work process in an office, engage with employees, gain knowledge about the work process and explore opportunities for continuous improvement.
- A solution for how the systems (UniShare and Contact Forms) can be used in the office is outlined by the Rollout Team.
- The entire team are invited to a live demo of UniShare
- Contact form is built and rolled out to office
Ongoing feedback will be gathered from the USM-live areas to ensure ongoing development and learning is gleaned for the rollout process.