SCONUL Conference 20-21 June 2013, Dublin
Workshop - Service Convergence – Values, Culture and Change, with Oliver Pritchard, Assistant Director, Student and Learning Support and Kirsten Black, Director, Student and Learning Support, University of Sunderland.
5. When are you going to restructure
Values as change agent
Design a glue layer: staff/teams
Build the organisational foundation
Inspiration and Impetus
11. Making a meaningful difference
Embody
Behaviours
Mgt
Staff
Performance
Appraisal
Expectations
12. Outcomes & Impacts
Service
Culture
{Re}Structure
Sharing
• ULS Quality Model
• ITS Comms
• Values as DNA
• ULS/ITS/WALTS
• Liberated Leadership
• Spaces
• Delivery modes
• Values-driven practice
SLS is the exemplar for cultural change at UoS
13. Outcomes & Impacts
Deep cultural
convergence
Positive
test of staff
vision
“The best
thing we’ve
done is
SLS”
II
P
Surveys
14. Benefits
Shared mission & common approach
Cross-working – by instinct
Values-informed service delivery
Values-informed service dev’ment
Confidence to walk the talk
17. Dave Hitz - Are corporate values yucky? (19 Apr 2011) YouTube video, added by TEDxTalks
[Online], Available at https://youtube.googleapis.com/v/MRdaHZrView?end=159 and
https://youtube.googleapis.com/v/MRdaHZrView?start=873 (Accessed 16 June 2013)
Value Your Workplace Values: Humor at Work (19 Oct 2009) Youtube video, added by Michael
Kerr [Online], Available at www.youtube.com/watch?v=u7Wilygp6j8 (Accessed 16 J
Groucho Marx, I’m against it (28 Jan 2010) Youtube video, added by mreffen1
[Online], Available at https://youtube.googleapis.com/v/xHash5takWU?start=7 (Accessed
14 June 2013)
Trapped on an escalator (22 Sept 2006) Youtube video, added by Khumpty [Online], Available
at https://youtube.googleapis.com/v/uVN-7h4YiAs?end=98 (Accessed 4 April 2013)
The Office values – Microsoft UK Training with David Brent 1 (8 July 2007) Youtube video, added by
cpdgeneral [Online], Available at https://youtube.googleapis.com/v/uVN-7h4YiAs?end=98
2
4
5
6
1&3
Video Clips
Active Conversation 5 Depts Into 1 whole deptNot going to do flip charts Just do itBut will build Jigsaw By us - 2 Ads, 1 ex D Some experience but no to scale What should we do?
In context of all Services restructureMainly economic driversExpectation of getting it done, “no bother”Others doing it in Uni BUTNo real awareness of organisational developmentNo real drivers for org dev on this scaleNot heaps of experienceMore on rationale
Early thinking Jigsaw 1: IdeasClick on jigsaw item – go to jigsaw slide, click in white space on returnThe concept of convergence varies from Uni to UniSome focus on buildings and services within BUTCBLS and focus on student experience predated thisCBLS rolled out best fit and concept of Gateway, not SLS thoEarly thinking – not physical convergence for usCreate new identity – good opp to change culturesNew Dept needed to be consistently effective, espstuexpHow to do this? Esp given lack of Uni focus on org dev
Org culture and values, Jigsaw 2: CatalystSconul deputies, SHU, KayConstant Qs by staffReluctance to jump in, didn’t really know what was right or would be effective. Hadn’t established principles of service ethos or rationale.What would bring staff together – given diversity of opsHow to build a foundation for futureClick on jigsaw item – go to jigsaw slide, click in white space on return
Jigsaw 3 - ValuesSo what ARE values – corporate vs personal etc3 youtube vids.1&3 – Dave Hitz from Netapps describing the point of values1) Whats the point – and dropped the idea but spoke about what’s important2 – Michael Kerr from humour at work - walk the talk; actions speak louder than words. Didn’t have posters3 – Emphasise magic.Click on jigsaw item – go to jigsaw slide, click in white space on return
How did we do it 1 – jigsaw 4: ActionsValues driven approach to OD and cultural changeSophisticated and deep approach – especially in hindsightTake thread thru process; Use to set cultural tone and lever next stepsPersonal values and limiting valuesDept reviews; management reviewsWhole system eventsApprec Enquiry – Discover, dream, design, deliverClick on jigsaw item – go to jigsaw slide, click in white space on return
How did we do it 2Use values to create new ways of working and start to build new identity by deliberately creating tasks to mitigate “limiting values” and historical baggage. Fjx Stuff Use baggage as set pieces to be tackled – by folks working together across the piece to pave way to achieve desired culture. Groups have long legacy.
Embedding 1 – jigsaw 5: EmbedComms and brieifngsStaff Dev – Sentient & Persoanl Excellencetowards leadership and responsibilityUsed values in appraisal objectives for smt staff to encourage them to enable staff to develop, grow and believe that we were seriousAnd started to in induction (working group) and started to mention in recruitmentClick on jigsaw item – go to jigsaw slide, click in white space on return
Staff resistance – carrying on even when things are slowBut magic does happen – sometimes small things are significant
Embedding 2Pick up on diff etween embed and embodyPerf then BehavioursCodify in here
Outcomes1: Jigsaw 5: ImpactsQ Model built on values – gave staff something tangible and became proxy in some waysITS Comms – and culture - big stridesRestructure – shape service around purpose and culture; process value-drivenPhysical – Assignments in pre history – but this more purposefulFacilities etc; Univ adopts valuesClick on jigsaw item – go to jigsaw slide, click in white space on return
Outcomes 2
Benefits Jigsaw 7Click on jigsaw item – go to jigsaw slide, click in white space on return
Lessons – Jigsaw 8 (last piece)No quick fixAdvocacy vsneturalvs detractorsSeeing it thru … to completion!Not all up hill, grows momentum but needs hand on tiller and constant steer. Also needs development and is on a continual growth path.Matures as we mature – and needs to be flexible enough to suit changing univ needs.Click on jigsaw item – go to jigsaw slide, click in white space on returnClick in boulder to run video - then on return click in blue square to reveal final text
No need to click – builds itself and replicates what we’ve built on the wall with the foam pieces.