Enhancing students satisfaction with their university experience in transition economies

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Enhancing students satisfaction with their university experience in transition economies. Olga Saginova Plekhanov Russian Academy of Economics. Modern business tendencies and changing educational needs. Globalization - working in multicultural teams - PowerPoint PPT Presentation

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  • Enhancing students satisfaction with their university experience in transition economies Olga SaginovaPlekhanov Russian Academy of Economics

  • Modern business tendencies and changing educational needsGlobalization - working in multicultural teamsDeployment of value chain stages in different parts of the world working under insufficient information and uncertaintyGrowing environmental concerns strategic and ethical thinking

  • What universities are accused ofLate reaction to the changing industry needsGraduates have poor interpersonal and leadership skillsBusiness programs are too general/ too specialised

  • University responses to 21 century challenges

  • Why transition economy?Even higher level of risk and uncertaintyContinuous reforms creating resistance both within universities and in society at largeBalancing global market requirements against national needsEven lower levels of financing, hence the need to generate revenue

  • Research base2006 Business of Branding International Project (EFMD and CarringtonCrisp)2007 - 2009 Plekhanov Graduate school students and alumni satisfaction surveys2009 Corporate recruiters Survey (GMAC, EFMD and CSC)

  • University stakeholders and marketsCurrent students and applicants (and their parents) Choice of university and programSatisfaction with study experienceSatisfaction with study results (degree and employability)EmployersEmploying university graduatesGovernment (representing society interests)Defining educational standardsSetting quality assurance systemsDistribution of funds

  • 2009 recruiters research:Variables affecting customers satisfaction Tangible factorsAbility to manageTechnical foundationWork experienceExecutionIntangible factorsProfessionalismDivergent thinkingInterpersonal skills

  • Correlation analysis of tangible and intangible factorsAbility to manage interpersonal skillsTechnical foundation professionalismWork experience interpersonal skillsAbility to execute divergent thinking

  • Students/alumni satisfaction surveys: Factors enhancing satisfaction with study experience

  • Students/alumni satisfaction surveys: Factors enhancing satisfaction with study experience

  • Russian national education standardPersonal competencesInterpersonal communicationSocializationAdapting to new environmentTolerance to diversityProfessional competencesInterdisciplinary and cross-functionalBusiness ethics and corporate responsibilityDevelopment competencesAbility to learnPersonal development planning and exercising

  • Tangible and intangible factors reflecting the needs of all target marketsUniversity product and experience

    Government requirementsEmployers requirementsStudents and applicants needsTangible:

    Technical skillsManagement competenciesPractice experienceInternational perspective

    Intangible:

    ProfessionalismInterpersonal skillsDivergent thinkingBrand

  • Developing entrepreneurial approachFree generation of ideasInterdisciplinary and cross-functional teamsDeveloping customised product offeringsTeams of specialists and integrators (project managers)Partnerships with university customersFlexible structure, content and study pathsCustomer-oriented and customer-friendly attitude

  • Enhancing students satisfaction: Friendly front office

    What students complain ofYou should know it by nowDont bother meIm not changing the rules for youDeveloping customer-friendly attitudeInvolve staff in satisfaction surveysProvide special trainingProvide front office with sufficient information

  • Enhancing students satisfaction:Clear rules of the gameRules and procedures in high context culturesVisualization of processes and procedures

  • Enhancing students satisfaction:Welcome guestsPractical application and professionalismChallenges of inviting guest lecturersAcademically and professionally qualified lecturersWhen guests add valueIntegrate in the regular programPlan aheadInform students

  • Enhancing students satisfaction:Cross sellingGenerate revenueAdd value to regular programsDemonstrate desirable competences

  • Conclusions Know what is importantMonitor stakeholders needs and markets requirementsTeach what you knowFlexibilityTolerance of change and diversityDo what you teachInterpersonal skillsCustomer-friendly attitude

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