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So what do customer value propositions and strategic planning have to do with teaching and learning?

McKnight, Sue and Livingston, Helen 2003, So what do customer value propositions and strategic planning have to do with teaching and learning?, in EDUCAUSE in Australasia 03 : expanding the learning community, meeting the challenges, 6-9 May 2003 Adelaide, Australia., Causal Productions, Adelaide, S.A., pp. 799-810.

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Title So what do customer value propositions and strategic planning have to do with teaching and learning?
Author(s) McKnight, Sue
Livingston, Helen
Conference name EDUCAUSE in Australasia. Conference (2003 : Adelaide, S.A.)
Conference location Adelaide, S.A.
Conference dates 6-9 May 2003
Title of proceedings EDUCAUSE in Australasia 03 : expanding the learning community, meeting the challenges, 6-9 May 2003 Adelaide, Australia.
Publication date 2003
Start page 799
End page 810
Total pages 11 p.
Publisher Causal Productions
Place of publication Adelaide, S.A.
Keyword(s) strategic planning
teaching and learning
Summary Within most universities there are central areas that assist with teaching and learning and, in the case of universities offering programs through distance education or flexible learning, there are also units that develop and or manufacture course material. As budget constraints squeeze universities and, with a plethora of choices in online and integrated learning, the usefulness of centralised learning resource units can be called into question. To ensure these units remain vital and can justify their budgets to their parent organisations they need to demonstrate delivery of customer value. What do faculty staff value from a central unit? What irritates students about their course materials? What are the most important services from the point of view of a head of school? This paper outlines the process followed by Learning Services at Deakin University to discover its customers’ value model. Customer value propositions and the removal of what irritates the customer are then used to drive strategic planning, service offerings and continuous process improvement.
ISBN 9781876346478
1876346477
Language eng
Field of Research 139999 Education not elsewhere classified
Socio Economic Objective 930299 Teaching and Instruction not elsewhere classified
HERDC Research category E2 Full written paper - non-refereed / Abstract reviewed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30014041

Document type: Conference Paper
Collections: Library
Learning Services
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