BROCK CARD
BROCK SPORTS
RESIDENCES
CAMPUS STORE
CAMPUS DEVELOPMENT SERVICES
CONFERENCE AND EVENT SERVICES
ANCILLARY PARKING SERVICES SERVICES DINING SERVICES
BROCK RECREATION
Ancillary Services
Ancillary Services • 1 STRATEGIC PLAN 2018-23
CONTENTS 3 4 5 6 8 10 14 15
Our message Our mission Our vision Our values Our focus Strategic initiatives: People strategy Ancillary Services
OUR DIVISIONS 16 Brock Card 17 Brock Recreation 18 Brock Sports 19 Campus Development Services 20 Campus Store 21 Conference and Event Services 22 Dining Services 23 Parking Services 24 Residences 26 Conclusion
2 • Ancillary Services
OUR MESSAGE Ancillary Services has ambitious goals of further enhancing
the experiences it delivers to the Brock University community. Our path to achieve these goals begins with our strategic plan. Paramount to our plan is understanding our customers expectations in terms of the services, goods and physical environment Brock offers. We are in a unique and exciting time where needs and wants are changing every day. Our ability to proactively recognize and adapt to change is going to be an essential part of our success. We must continue to review processes and procedures to ensure they are both efficient and effective. Our willingness to be open to change has never been more crucial as we support the continuous improvement of our services .
Bryan Boles, Associate Vice President, Ancillary Services
To achieve experiences that are both engaging and exceptional we will focus on our pillars of customer, value, simplicity, and people. This journey will be lead by our people. One experience at a time.
Bryan Boles, Associate Vice President, Ancillary Services
Ancillary Services • 3
MISSION
TO SUPPORT LEARNING THROUGH ENGAGED EXPERIENCES.
4 • Ancillary Services
VISION
TO PROVIDE EXPERIENCES THAT EXCEED EXPECTATIONS.
Ancillary Services • 5
VALUES INTEGRITY RESPECT DIVERSITY INSIGHT SPIRIT
Interacting with others ethically and honourably. Putting others first. Empathizing and fully considering the diverse needs of others. Learning from inclusion. Using insight and knowledge to proactively respond to identified needs with solutions. Operating with teamwork, contagious enthusiasm and a ‘can do’ attitude.
RESPONSIBILITY
Make tomorrow better.
COLLABORATION
One Brock.
ACCOUNTABILITY
6 • Ancillary Services
Owning personal and collective high performance. We do what we say. If we make a mistake, we admit it and fix it.
Ancillary Services • 7
OUR FOCUS Whether we are talking to our customers, reviewing our environment and or establishing new processes, our focal point must be defined. We acknowledge that change is constant and that we will evolve overtime. That said, our core pillars of customer, value, simplicity and people remain our constant focus as our strategic plan evolves. In his 2014 Harvard Business article The Big Lie of Strategic Planning, Roger L. Martin suggests that strategy is always evolving. Furthermore, Martin (2014) encourages managers to watch carefully for changes in their environment and course correct. Martin’s research supports that of Mintzberg and Water (2009) that outline the continuum of strategy. Specifically
HAPPINESS
8 • Ancillary Services
≥
noting that intended strategy is impacted by both unrealized and emergent elements that ultimately shape the actual realized or realworld strategy. Our pillars of customer, value, simplicity and people support our goal of delivering positive engaging experiences that exceed expectations. Gentile, Spiller & Noci (2007) remind us that “regardless of the context, customers want to live positive consumption experiences” Martin (2004) encourages us to focus our “energy on the key choices that influence revenue decision makers.”Customers evaluate their experiences by considering a) how the service was delivered, b)how simple we made the process and c)what their perceived value of the service is based on their expectations versus their actual experience.
Your percepti on of the
EVENT
−
Your
TIONS A T C E P X E e event. going into th
CUSTOMER
C As customers
ourselves, we know the value in receiving exceptional service. We strive to know our customers and genuinely engage them. Simplifying processes wherever process.
VALUE
V Customers seek value. We
strive to provide value through our quality, selection and competitively priced goods and services. We embrace the perception of value is a moving target. Incremental and continuous improvement is our norm. As we provide value to our customers we also support many University programs from recruitment to healthy living and mental health.
SIMPLICITY
S We strive to
make things simple. Precise and clear communication, efficient and effective processes and leveraging the appropriate technologies (mobile, cloud, artificial intelligence) are all examples of how we support efficiency.
PEOPLE
P Ancillary Services
employees are key to providing engaging and exceptional experiences. We hire to competencies that
align with our values. Experiences can only be delivered if employees are engaged, working together and have the tools necessary to perform their jobs. For this reason, Ancillary Services is committed to the development of its people, team building and ensuring that people are setup for success.
Ancillary Services • 9
WHAT DO WE PLAN ON DOING BETWEEN 2018 TO 2023?
STRATEGIC INITIATIVES:
1
Create a culture that encourages professional development, a strong connection to the University, innovation, teamwork, enthusiasm and the coordinated achievement of the Ancillary Services strategic plan. C P
10 • Ancillary Services
2
Develop stronger synergies across Ancillary Services divisions to enhance experience delivery through better communication, simplifying processes and strengthening the one team approach. C V S P
ď 3
Contribute to the forward movement of the University through the development of innovative service offerings and programs as well as initiatives that lead to the campus being more open to the public.
ď 4
Physical environment renewal focused on the customer and sustainability. C V S P
C V P
Ancillary Services • 11
5
Invest in new infrastructure and technology (mobile, cloud and artificial intelligence) to offer services that are valued by both the customer and the forward movement of the University. C V S P
12 • Ancillary Services
6
Critical to success will be our ability to foster relationships. Our community, including Brock University Student Union (BUSU) and Graduate Student Association (GSA) are central to that. C V S P
7
Support the United Nations sustainability development goals for people and planet. C V S P
8
Develop a departmental reporting initiative that provides analytical scorecards, benchmarks and a customer feedback loop on each of the Ancillary Services divisions’ achievements and progress to towards the delivery of exceptional service. C V S P
Ancillary Services • 13
PEOPLE Our services start with our people – which reside in several divisions across a diverse range of services. With approximately 80 full-time employees and approximately 650 student employees, Ancillary Services is one of the largest teams on campus. Our goal of creating a culture that lives our values, has a strong connection to the University, encourages professional development and the coordinated achievement of the Ancillary Services strategic plan will take time and is one that we must get right in order ensure the success of our other strategic initiatives.
STRATEGY Our people strategy includes: • Knowing our competency requirements – finding the “fit” in people • Communicating expectations – updating job descriptions to reflect the work performed • Growing “skill sets” while driving new opportunities – knowledge sharing through continuous learning which includes crossfunctional projects and job rotation • Preparing for tomorrow – designing career pathways and plans for succession • Celebrating success – driving exceptional experiences within the team to support exceptional customer experiences • Measuring through meaningful performance management – we are what we measure
APPROXIMATELY
80 FULL-TIME AND 650 STUDENT EMPLOYEES
14 • Ancillary Services
ANCILLARY SERVICES Associate Vice President Ancillary Services DIVISIONS
BROCK CARD BROCK RECREATION
SUPPORT SERVICES • Administrative support • Data analysis
BROCK SPORTS CAMPUS DEVELOPMENT SERVICES CAMPUS STORE
CONFERENCE AND EVENT SERVICES DINING SERVICES PARKING SERVICES
• Facilities Management support • Financial support • Human Resource support • Information Technology support • Marketing and Communications • Strategic initiatives
RESIDENCES
Ancillary Services • 15
DIVISIONS BROCK CARD
The Brock Card is the official identification card for students, faculty and staff at the university. The Brock Card functions as identification and a payment card on campus and with community partners. In addition the Brock Card serves as a campus recreation centre membership card, a transit card (when affixed with a current bus pass sticker) and it is used to control access to specific areas/ buildings on campus.
31,959 OF ACTIVE STUDENT CARDS (CARDS STAY ACTIVE FOR 18 MONTHS AFTER REGISTRATION)
16 • Ancillary Services
BROCK RECREATION
Providing community and campus programming through student experiential learning opportunities defines the Department of Recreation. The Recreation department offers community based programming that includes aquatic programs, camps for children and youth, school based learning programs and job skill certification programs. As the largest employer of students on campus, Recreation provides unique leadership and supervisory opportunities for Brock students each year and engages students in inclusive and diverse intramural activities.
18,500 APPROXIMATE PURCHASES OF PROGRAMS ANNUALLY/PARTICIPANTS
6,900 OF INTRAMURAL PARTICIPANTS
Ancillary Services • 17
BROCK SPORTS
Brock Sports is a hub for experiential learning and life balance through sport. With leadership as our cornerstone, Brock Sports foundation is; excelling in performance and delivery of a high quality and engaging experience for our students. Our environment is inclusive, barrierfree and promotes a healthy active life.
77 PROVINCIAL CHAMPIONSHIPS
40 NATIONAL CHAMPIONSHIPS
18 • Ancillary Services
CAMPUS DEVELOPMENT SERVICES Ancillary Services has been specifically tasked to monetize University land and operations, including Heritage Plaza and Rodman Hall/Art Collection.
180 HECTARES OF LAND
Ancillary Services • 19
CAMPUS STORE
More than just a bookstore! The Campus Store manages the retail environment on campus. From textbooks and tools required for success in the classroom, to your favourite Brock or Badger sweatshirt. The Campus Store is committed to leveraging the purchasing power of Brock to ensure it is providing affordable options that meet the needs of its customers.
$500 REVENUE PER STUDENT AND FULL-TIME EMPLOYEES
20 • Ancillary Services
CONFERENCE AND EVENT SERVICES
With an experienced team of conference and event coordinators, and facilities for every occasion, Brock Conference and Event Services delivers exceptional experiences one event at a time. Focused on the customer, conference coordinators simplify the event management process and ensure that events exceed expectations. Off campus, the team supports and participates in events in the community.
7,523 CONFERENCE PARTICIPANTS
53,046 BED NIGHTS
Ancillary Services • 21
DINING SERVICES
Valuing healthy, quality, special dietary needs and convenient food options to fuel the mind, Dining Services operates ten locations across campus. Dining Services is committed to providing seamless and comprehensive services and choices while supporting a healthy and sustainable university environment.
1,284,465 TRANSACTIONS SOLD
22 • Ancillary Services
PARKING SERVICES
As the first touchpoint for many guests to campus, Parking Services manages the issuance of permits, parking payment systems, maintenance, special event parking, parking lot enforcement and enforcement appeals on campus. Committed to excellent customer service, Parking Services works with partners across campus and local transit providers to ensure a positive experience for all customers travelling to campus.
 30 PARKING LOTS OVER 4,600 SPACES
8,780 PERMITS
Ancillary Services • 23
RESIDENCES
As a students home away from home the Residences team supports the university experience by providing safe living and positive learning experiences in seven complexes on campus for 2,475 students. This is accomplished by delivering student-centred services in a supportive living environment that embraces diversity, fosters mutual respect, promotes accountability and good citizenship.
2,475 RESIDENCE BEDS
7 COMPLEXES
24 • Ancillary Services
Ancillary Services • 25
THE SUCCESS OF OUR EFFORTS WILL BE MEASURED THROUGH THE ESTABLISHMENT OF MARKERS THAT SUPPORT OUR AREAS OF FOCUS: CUSTOMER, VALUE, SIMPLICITY AND PEOPLE. WE WILL ACHIEVE THIS THROUGH THE DEVELOPMENT OF A TIMELY AND ACCURATE FEEDBACK LOOP. 26 • Ancillary Services
Ancillary Services • 27
Supporting learning through engaged experiences.
Brock University, Niagara Region, 1812 Sir Isaac Brock Way, St. Catharines, ON L2S 3A1, Canada. 905 688 5550 28 • Ancillary Services
brocku.ca