Innovation & Institutions, Will it Blend?
3.2K views | +0 today
Follow
Innovation & Institutions, Will it Blend?
Where innovation is happening beyond the stuff of small start-ups & tech companies. For the BEST of the BEST curated news in performance, change, agile learning, innovation, motivation and careers, SUBSCRIBE to REVELN.com/Tools/
Your new post is loading...
Your new post is loading...
Scooped by Deb Nystrom, REVELN
Scoop.it!

Streamlining by Going Online with Faculty Promotion and Tenure Resources

Streamlining by Going Online with Faculty Promotion and Tenure Resources | Innovation & Institutions, Will it Blend? | Scoop.it
Facing the administrative burden of promotion/tenure for roughly 240 candidates each year, the University of Florida developed an online promotion and tenure work process.

   

....Outcomes
After only a year and a half of full implementation, outcomes have included:

  • a 90 percent reduction in paper, 
  • a reduction in printing and administrative costs, 
  • a marked reduction in work time for faculty and staff, 
  • consistency and conformance within the tenure review process, 
  • easier accessibility to promotion and tenure packets for academic reviewers, 
  • improved transparency at all review levels, and 
  • the ability for tenure candidates to monitor their progress throughout the cycle. 

      
The cost savings for the first year alone was nearly $203,000.


Related posts by Deb:
      

         

        


Deb Nystrom, REVELN's insight:

Here's a university that did something to update the wasteful and inefficient tenure review process.  This included reducing paper-intensive practices by 90% and providing progress reports to tenure candidates.

     

It remains to be seen how other universities handle the larger promotion and tenure process in the 21st century, connected with changes in higher education as a whole.  ~  Deb

more...
No comment yet.
Scooped by Deb Nystrom, REVELN
Scoop.it!

Transforming Service: Adobe’s Customer Immersion program, a work in progress

Transforming Service:  Adobe’s Customer Immersion program, a work in progress | Innovation & Institutions, Will it Blend? | Scoop.it

Forrester announced winners of the 2011 Voice of the Customer awards  at their annual Customer Experience Forum in June 2011, in New York.  Adobe, Fidelity Investments and JetBlue, were the 2011 award winners.


Adobe made significant changes in how they engage with their customers over the last 18 months.  Yet, in reading the commentary on the blog cited here, it seems they have a ways to go, as yet.  The blog post features these points:

  • Like Jet Blue, Adobe recognized they weren’t always easy to do business with, and were not consistently delivering the level the service customers expected.
  • Adobe’s Customer Immersion Program provides Adobe’s senior leaders with the opportunity to experience first-hand what our customers experience when they engage with Adobe.
  • Adobe’s Customer Listening Post facility brings customer experiences to life – - live video and data feeds showing what’s happing in real-time.
  • Front-line service and support agents are now equipped with better tools and resources to quickly resolve customer issues.

That said, there are two comments on this post that show some of the challenges ahead for customer immersion and managing the complexities of surprizing and delighting the customer these days.


Photo credit:  Immersion Iwona_kellie Creative Commons

more...
No comment yet.