Last week PIU attended the Service Excellence Conference at Bournemouth University, tying in well with the LEAN in HE Hub Steering Group meeting which was held on the previous day.
The conference had an engaging variety of speakers, both from the academic world and from industry. It began with an ‘On the sofa’ discussion with Vice-Chancellor Professor John Vinney and Pro Vice Chancellor Professor John Fletcher who outlined the importance of Service Excellence within The University of Bournemouth and how The University was embedding service excellence across the organisation to improve the student experience. Further speakers included Professor Keith Brown on self-leadership and culture and Dr Jutta Tobias from Cranfield University on Mindful Excellence. During a picnic lunch, there was the opportunity to visit student led exhibits and chat to other attendees about the work they have been doing within their organisations.
The main points I have taken away from the conference was the importance of engaging everyone in change and listening to the ideas and experiences of others, as opposed to blindly forcing through your own without consideration. These sentiments strongly held by PIU and are at the core of our work.
The conference was a good opportunity to hear from other organisations, in particular The University of Bournemouth, about their latest work and ideas around service excellence, which we can adapt to our work here at The University.