1 Vision/2 Approaches: Customer Expectations - University & Research Institute Perspectives Allison...
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1 Vision/2 Approaches: Customer Expectations - University &
Research Institute Perspectives
Allison WeberDirector, Gov’t & Non-Profit Grants/Contracts, Los Angeles Biomedical Research InstituteOffice of Research Administration
Patti ManheimDirectorUniversity of California, Los AngelesOffice of Research Administration
Region VI/VII Spring Meeting 2011
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Customers/Clients
Who are the customers of Research
Administrators?
What are the expectations of these
customers ?
How have those expectations changed in
the last 5-10 years?
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IS IT EVEN POSSIBLE TO MEET
CUSTOMER EXPECTATION???
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Customer Service
What is the purpose of customer service?
Is it really necessary?
What skills are necessary?
◦ The “standard skill set”
◦ The “new and improved” skill set
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Environment
How does environment influence
customer expectation?
◦ The University Environment
◦ The Research Institute Environment
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University Environment
Elements affecting Customer Service
An institution of higher education and
research, which grants academic degrees…Research Universities (RU/VH) 96 in the USResearch Universities (RU/H) 103Doctoral Research Universities (DRU) 83
UCLA
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University
Customer Service Challenge / Solution
Communication – Developed defined procedures
Contract Negotiation Challenges – develop alternative
Streamlining a procedure
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Research Institute Environment
Elements affecting Customer Service
An establishment endowed for doing research
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Research Institute
Customer Service Challenge / Solution
Communication
Facilitating procedure – dividing responsibilities
Subcontracting
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Meeting Customer Expectation
General Guidelines:
(Adapted from J M 51 business errors)
Focus: Pay more attention to your service model,
office organization and pay less attention to the
external factors – lack of federal funding, state
resources, campus politics. Keep your eyes on
the road, and not the landscape.
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Don’t throw the Hail Mary: Don’t make
dramatic changes in haste. Work on the service
tactics already in front of you. Keep moving and
keep working at the tasks that have worked in
your office. Don’t count on one change/element
as a source of instant salvation.
Don’t Fret: tune up systems, make investments
in training and education programs – investments
that pay over time.
Meeting Customer Expectation
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Meeting Customer Expectation
Check your model – what can you learn from
your internal and external customers/clients:
What is working and what can be improved. (e.g.
Can you simplify what has become too complex?)
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References
Jim Muelhausen, CPA, JD The 51 Fatal Business Errors, and how to avoid them, 2008 Mulekick Publishing 3rd Ed
Carnegie Classification of Institutions of Higher Education, 2007
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Thank you!
Allison WeberDirector, Gov’t/Non-Profit Grant& Contracts, Office of Research AdministrationLos Angeles Biomedical Research InstituteResearch Administration [email protected]://www.labiomed.org
Patti ManheimDirectorOffice of Contract and Grant Administration (OCGA)University of California, Los Angeles11000 Kinross Avenue, Suite 102Los Angeles CA [email protected] http://www.research.ucla.edu/ocga/