2013 Service Improvement Conference

The 2013 Universities Service Improvement Conference was held on Wednesday May 15 and Thursday May 16 at Noah's on the Beach Newcastle.

This conference was focussed on bringing together people engaged in a range of organisation development, business transformation and service improvement projects within their organisations with a particular focus on activities in the tertiary sector. Sessions focussed on three areas:

  • Institution wide Initiatives
  • Improving Student Services
  • Corporate Services Case Studies

Click here to view the Final Conference Program

Conference Presentations

  1. Order in the Chaos - Structured Approach to Improvements. Mike Andjelkovic, Strategic Initiatives Office, Organisational Reform Program, Northern Melbourne Institute of TAFE
  2. To Infinity and Beyond - Investing in Continuous Improvement. Kathryn Lowry and Annika Danielsson Service Transformation Office, UniSA
  3. Review of Faculty Administrative Services. Elspet Garvey and Katherine Rive, University of Auckland
  4. Borrowing Innovation and Making it Your Own. Naomi McLean and Emily Middleton, University of Newcastle
  5. On the Job Learning. Neil Robinson and Teresa Tjia, University of Melbourne
  6. Slow and Steady - Service Improvement in a Constrained Environment. Margaret Ruwoldt, University of Melbourne
  7. The Road to Good Credit. June Wieland University of Newcastle
  8. THRILL - A Mindful Approach to Service Improvement. Charlotte Thaarup-Owen, Creative Transformations
  9. MyUoN - the online home for students. Trish Presbury and Dylan Gajewski, Student and Academic Services, University of Newcastle
  10. LEAN Leadership Program. Amy Hollings, Kangan Institute
  11. Service Opportunities to Enhance the Student Experience within the Student Life-Cycle. Anna Bounds and Michelle Jordan-Tong, University of Waikato
  12. How tricky can a straightforward matter be? A presentation with learnings – creating and implementing an on-line service request capability in the Facilities Management area. Ray Wilson, University of Melbourne
  13. Healthy UoN – A Whole of Organisation Approach to Health and Well Being at the University of Newcastle. Stephanie Brookman, Student and Academic Services, University of Newcastle
  14. Hit the ground running – designing a program to improve student voice on University Committees. Nerida Lithgow, Council Secretariat, University of Newcastle
  15. Process and change management at Universities. A case study of how Australian and New Zealand Universities manage change. Grisel. A. Carreira, Consultancy and Training Services