Search the Knowledge Centre

40,000 users, one unique experience

With over a hundred employees and 460 student employees, Student Life Services (SLS) is one of the UQAM campus’ largest employers, serving over 40,000 students. Such a large service poses some obvious challenges. How can we share an organizational culture when teams are divided into five distinct services that rarely work together and are not … Continue reading "40,000 users, one unique experience"

April 16, 2015

“McGill Satellite Procurement Operations” – A Customer Centric Approach

McGill’s vision to implement “Satellite Procurement operations” started taking shape in 2009, with the goal to improve customer service and strengthen the impartiality of the procurement process. The model relies heavily on collaboration, building relationships and sharing functional knowledge while focusing on improving customer response time, process efficiencies and cost savings. A value driven and … Continue reading "“McGill Satellite Procurement Operations” – A Customer Centric Approach"

April 16, 2015

Transforming Human Resources: A Holistic Approach to Service

Without increasing the complement of staff, Human Resources completely changed its approach to client service. From the physical environment in the reception area to the additional operating hours, a totally new culture has taken hold. Now, as a matter of course, staff go the extra mile for their clients. By moving away from specialists at … Continue reading "Transforming Human Resources: A Holistic Approach to Service"

April 16, 2010

University Manager 2010 Spring

The Future is in the ‘Cards’: Changes in the Credit/Debit Card Environment | FFELP (Federal Family Education Loan Program)

Tags: Ancillary Services, Financial Management, Student Accounts, University Manager

April 16, 2010

Student Sponsorships – Bridging the Gap

The changes to sponsorship program have empowered the student. No longer do sponsored students have to guess about what is and what is not sponsored. They receive email communications when bills are sent to sponsors as well as when the sponsor actually pays. Students and the staff who assist them can go on-line and look … Continue reading "Student Sponsorships – Bridging the Gap"

April 16, 2009

Desktop Management Program

The Desktop Management Program resulted in a series of improvements to the quality of services for students and staff, improved productivity, and significant decreases in expenses. With the publicizing of the completed project, several large units at the University have begun implementation of a similar program, recognizing its advantages for both staff and the students … Continue reading "Desktop Management Program"

April 16, 2009

NEXUS, changing the administrative culture of an institution through a software implementation project

The project mobilized a large interdisciplinary team of managers, staff and faculty committed to the successful and quick implementation. The governance provided leadership from the top with involvement of the Executive Management Group and the President appointing the VP Finance as project champion. Implementation teams, Team Leads Committee, and a Steering Committee pulled representation from … Continue reading "NEXUS, changing the administrative culture of an institution through a software implementation project"

April 16, 2008

Online Orientation & Training Program for University Advancement

The production of the Online Orientation & Training Program for University Advancement was the result of a concerted effort, and the talent and creativity of a Task Force and Implementation Team comprised of staff in two units — DAUR (Development, Alumni & University Relations) and IMS (Instructional Multimedia Services), as well as a graduate student … Continue reading "Online Orientation & Training Program for University Advancement"

April 16, 2007

E-Billing and E-Payment of Student Accounts

Prior to embarking on this project, the student body was surveyed via the web; over 400 responses and comments were received. Early in the project, major stakeholders were invited to meet with Student Accounts where the project was described, the communication plan was reviewed and a demonstration of the system was given. Furthermore, the Students’ … Continue reading "E-Billing and E-Payment of Student Accounts"

April 16, 2007

Ryerson University – Financial Services’ Document Management System

The process that led to the implementation of this system began in 1999 when group of individuals representing the owners of the major ERP systems at the university met to investigate the state of the technology and determine if a product was available that would meet the needs of the university. After investigating the technology … Continue reading "Ryerson University – Financial Services’ Document Management System"

April 16, 2006