Coping with Demand - Quality in the New Age

Tuesday 8 & Wednesday 9 May 2012

Brisbane Queensland

In Australia in 2012, all tertiary institutions will be effected in some way by the changes to admissions policy, where places at university are governed by a student decision rather than by quotas. What impact will this have on regional universities? What impact has this had on TAFE and private providers?

Student Service centres in New Zealand will look upon the changes in Australia with a sense of déjà vu, as New Zealand went through this system only a few years ago before reverting back.

What lessons can or have been learnt in Australia and New Zealand? Are we approaching things any differently and what is the impact on Student Service centres?

What other elements of quality have Student Service Centres implemented and what is best practice.

The 2012 conference will focus on the demands of change and how to cope with and implement quality customer systems and processes in a time of change.

Although we have a focus, as always the 2012 conference will be a vehicle to address a wide range of other issues as well.

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Call for Papers (now open)

The Conference Organising Committee is calling for papers for twelve concurrent sessions (30 – 40 minutes each) that will explore the conference theme Coping with Demand; Quality in the New Age.

For details of the call for papers, please see attached document  ATEM SSCC May 2012 Call for Papers.

Please complete the Conference Paper and Workshop Proposal Form for proposal submission. This form must be submitted by 4:00pm 09/03/2012 to:

Mr Carl Rallings
Chair, 2012 SSCC Organising Committee
Pro Vice-Chancellor (Student Management)
University of Southern Queensland
West Street
TOOWOOMBA  QLD  4350

Email: carl.rallings@atem.org.au
Phone: 07 4631 2759

The Conference Organising Committee will contact you to notify you of the outcome of your submission by 23/03/2012.
 

Location

This year’s conference will be held on the Tuesday 8th and Wednesday 9th  May. The venue is the Brisbane Convention and Exhibition centre in the beautiful city of Brisbane.

The Brisbane Convention and Exhibition Centre is located in Southbank. South Bank Parklands is one of Brisbane's most outstanding recreational facilities and is enjoyed by over five million visitors a year.

Perfect for families, it consists of South Bank Beach, rainforest walks, cafes and restaurants, markets and landscaped parklands. The South Bank area covers 17 hectares and runs over one kilometre along the banks of the Brisbane River.

It also serves as a cultural centre for Brisbane with the Queensland Art Gallery, the State Library of Queensland, the Queensland Museum and Queensland Performing Arts Complex .

Registrants to the conference can indulge your senses at South Bank and discover why this precinct is fast becoming known as Brisbane's epicentre of fine food. With more than 50 restaurants, cafes and bars, offering cuisines from across the world, great customer service and a vibrant atmosphere, South Bank is the place to be.

Events

The Welcome cocktail function will be held on the Monday 7^th May at Rydges Southbank with a guest speaker.

The conference dinner will be held at the convention centre with a special surprise guest in attendance.

Confirmed speakers

Professor Stephen Parker, Vice Chancellor of the University of Canberra will be the keynote speaker talking about how  uncapped places for 2012 have panned out. We are very excited to have Professor Parker as he has given many papers on this issue in the lead up to the changes this year.

Janelle Nisbet, Managing Director of Progress Training System will conduct a keynote speech on Customer Service as well as a two hour workshop in team building.

 Dr Stephen Weller, DVC Uiversity Services, James Cook University will be delivering a speech reflecting on the past year and the changes to the legislation on the students support and service from 2011 to reflect the new age in admissions.

There will be the opportunity for a large number of concurrent sessions.

Hotels

ATEM is not recommending any hotels in particular this year although there are quite a number near or close to the venue. It was felt that people with different budgets may want to choose accommodation of their own choice. Some bargains are to be had by visiting various websites. Such as
http://www.discoverbrisbane.com/brisbane/southbank.html

Sponsors

The organising committee of the 2012 Student Service Centres gratefully acknowledges the continued and generous support of the following sponsors:

Customer Service Benchmarking Australia

Focusing exclusively on customer service and how it relates to customer loyalty for more than a decade, CSBA has a wealth of experience and expertise to share with ATEM members.  CSBA has been assessing the customer service of over 150 clients for over 10 years, working with some of Australia’s most well known and respected organisations.

CSBA has been a proud sponsor ATEM since its inception in 2006.

At CSBA we are passionate about understanding, measuring and improving customer service.

Right Now Technologies

RightNow Technologies is a leading supplier of Student Experience Management Solutions.  Over 20 institutions across Australia and 150 institutions globally use RightNow to provide a superior Student Experience across the web site, social and Student Service centres. Organisations using RightNow include Griffith University, Charles Darwin University, University of Western Australia and University of New England (Gold winner of the Gartner 2011 award for Superior Customer Experiences across Europe and Asia/Pacific).  Institutions gain benefits from using RightNow in the form of improved student experiences whilst at the same time enjoying improved efficiency in their enquiry management processes.

NEXA - Q-Flow

Q-flow® is the #1 QMS Solution chosen by Universities & TAFEs across Australia and NZ. 

Educational organisations who have chosen Q-flow include; CURTIN UNIVERSITY, DEAKIN UNIVERSITY,GOLD COAST TAFE, GRIFFITH UNIVERSITY, HOLMESGLEN TAFE, LA TROBE UNIVERSITY, MURDOCH UNIVERSITY, RMIT, SOUTHBANK INSTITUTE OF TECHNOLOGY, SYDNEY INSTITUTE TAFE, UNITEC NZ, VICTORIA UNIVERSITY & WOLLONGONG UNIVERSITY

Q-flow® enables the comprehensive management of customer flow for service centres. Q-flow manages; the visitors’ entrance, using automated and staff-assisted sign in tools; managing digital media, managing staff interactions - providing staff with the features necessary for optimal handling of high-volume customer traffic.

The business can gather real time key metrics and use advanced optimisation and monitoring tools to maximise efficiency and improve customer service.

In summary, Q-flow can handle:
• Customer arrival and identification
• Customer queuing and prioritisation
• Appointment scheduling and Web based Calendar
• Staff scheduling
• Back office Management tasks
• Service level monitoring
• Real-time analysis and reporting
• In-branch digital signage and media marketing campaigns.

Q-Flow® tailors the individual experience of visiting the centre to the student’s personal background, expectations and needs.