Doctrine of the Church: Exploring Ecclesiology and the Christian Community
Ecclesiology, the study of the Christian Church, delves into its origins, relationship to Jesus, role in salvation, governance, and ultimate destiny. It explores questions about the nature, purpose, and authority of the Church, as well as its covenantal ties to Israel. The concept of the Invisible Church highlights the global community of believers united in faith. The Christian Church is described as a fellowship transcending barriers, guided by love and grace, with Christ as its head.
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Presentation Transcript
Customer Relationship Management (CRM) w/ Registrar s Office (RO) Colin Bell Director, Enterprise Architecture, IST January 9, 2014
Fundamental Goal Describe your business as if the Computer had never been invented. What is a Customer? What are their relationships to the organization? How does everything interact?
Two Core Models Customer Relationship Management (CRM) Party Model Case Management (CM) Case Model
Process 1. Interviews and Workshops with RO staff. Capture organizational expectations and desired outcomes Identify scenarios that are high-value / high-cost and capture a representative sample of work 2. Expand, Develop, and Test Straw Models . 3. Finalize Models. Test Models in other areas. 4. Create an RFI/RFP for a CRM Pilot.
The modeling language SEMANTIC MODELING
Semantic Models (1) Semantic Models clarify language and concepts: Nouns in boxes Verbs in connecting lines Diagrams express conceptual relationships e.g. Student attends Class
Semantic Models (2) Lines are relationships Three types of relationships: Email Message Student Document attends is a kind of includes Class Attachment Transcript
The fundamental models PARTY MODEL
Party Concept Role Party performs Individual Is a kind of Group Organization Is a kind of Collective
Role Concept performs acts as Party Party in Role Role Is a kind of Staff Member Alumnus /Alumna Co-op Partner Student Donor
Party Locations Party Location Party has involves has Party Occurs at Location Communication involves Is a kind of Communication Is a kind of Phone Call Email Email Message Postal Address Letter Etc. Etc.
Party Communications Party Location Party has involves has Party Occurs at Location Communication involves Is a kind of Communication Is a kind of Phone Call Email Email Message Postal Address Letter Etc. Etc.
The fundamental models CASE MODEL
Programs & Services Program Characteristics: A program recognizes needs of a target group. A program identifies an outcome of reduced target group need. A program designs services that create outputs which reduce the level of need in the target group. Service characteristics: A service delivers a valued output to a client. A service output is measurable. (Think KPIs!)
Case Management What is a Case? A container (manila folder with number on top) Contains relevant material for achieving desired outcomes Coordinates Delivery Of complex services Or to achieve an outcome using multiple services May include other sub-cases What is Case Management? A collaborative process that assesses a client s needs, plans the required services, implements and/or coordinates services, and monitors and evaluates the effectiveness of the plan in achieving desired outcomes. This involves integrated delivery of services through the role of a case manager. (OPS)
Case Types A Case is of a particular type, e.g. Admissions case (targets acceptance) Term of Studies Case (targets term completion) Program of Studies Case (targets degree) Includes Term of Studies Cases Includes Disciplinary cases Disciplinary case (targets appropriate remedy)
Case Contents Case Documents Case Participants With Relationships and Locations (Contact Info) Case Delivery Plans Case Outcome, e.g. Targeted Degree Term Results Degree Grant
Case Contents (continued) Case Activity Records Case Events Case Communications Case Party Facility Relationships Student Classroom Schedule Equipment Usage
Timelines Kick-off: December 19th, 2013 Creation of Straw Model: Weekly sessions: individuals interviews and small workshops to be scheduled over Jan-Feb 2014 Build Final Model of CRM requirements for RO business processes Build in Feb RO Working Group review to be scheduled in early Mar Leverage Final Model: March 2014+
