SUMS was asked to review the initiative to
determine how effectively it is supporting King’s
strategic ambitions, and how well it performs against
examples of best practice at other institutions both
in the UK and overseas.
The team conducted maturity health checks using
the OGC Gateway Process and McKinsey 7S model
which provided an initial assessment of Service
Excellence. This was followed up with a series of
in-depth stakeholder interviews with academics,
students, and service staff to test and revise the
assessment and to evaluate levels of support for
the initiative.
By creating a single hub for improvement,
changes can be planned and executed more
effectively and in a way that better targets
delivery of the College’s strategic objectives.
There are also efficiencies to be gained by
co-locating change management resources
– and the hub would help future-proof
King’s so it can be more agile in response to
external changes such as the implementation
of Diamond’s Efficiency Reviews.
David Becker
SUMS Principal Consultant
Finally, SUMS consultants conducted a sector
analysis of best practice by institutions in the UK,
USA and Australia.
The research results show that although King’s
College London had committed to multiple
improvement projects, the Service Excellence
initiative fell below sector benchmarks in the areas
of capacity, resources and the integration of the
initiative with important related activity such as
strategic planning and staff development.
Alongside a large number of operational
recommendations, SUMS suggested that,
strategically, King’s College London should more
ambitiously integrate its business transformation
agenda by creating a single hub for continuous
improvement within its Directorate of Strategy,
Planning & Assurance.
The depth, insight and overall quality of the
SUMS review was invaluable in helping us
shape our plans for service transformation.
We have already consolidated parts of
our professional service provision. Fuller
implementation in the coming months will
give us a sustainable and high i