Review

2011
MBA Programme

This document is the Review of the Kent Connects Kent Business School MBA Programme for 2010/11

Contents 1. Executive Summary...........................................................................................3 2.Programme Aims ...............................................................................................5 3.Delivery Model....................................................................................................5 3.1 Introductory session for project Sponsors and students .............................5 3.2 Launch of the MBA Programme ..................................................................5 3.3 The Terms of Reference...............................................................................6 3.4 A workshop introducing Students to local government ..............................6 3.5 Timeline of the Programme.........................................................................7 3.6 Management of MBA Projects by Sponsors..................................................7 4.Programme Content............................................................................................7 5.Benefits...............................................................................................................8 6.1 Cost effective research................................................................................9 6.2 Access to new skills.....................................................................................9 6.3 Structured programme management..........................................................9 7.1 Content of Report......................................................................................10 7.2 Structure of Report....................................................................................10 7.3 Process...................................................................................................... 11 7.4 Use of the MBA Report in the service or organisation................................11 6.Conclusion & Recommendations......................................................................12 7.Annexes............................................................................................................12 9.1 MBA Programme Information Pack................................................................12 9.2 Terms of Reference........................................................................................12 9.3Workshop Introducing Students to Local Government ...................................12 9.4Research Toolkit.............................................................................................12

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Executive Summary

Programme Aims At a time of severe resource and financial constraints, the Kent Connects Kent Business School MBA programme was developed to enable access to fresh thinking to help resolve significant issues within Kent Connects partner organisations. It was intended that the students would also gain valuable experience of some of the difficulties and issues facing the public sector, while it was an opportunity for Kent Connects and Kent Business School to build their strong relationship. Delivery Model Kent Connects and Kent Business School (KBS) developed a joint MBA Programme coordinating the development of 10 MBA Projects. This including facilitating engagement between the Sponsors and Students and creating the relevant frameworks for them to manage their Projects. Each Project was led by a Project Sponsor from the participating Partners and was carried out by a student from KBS who produced a Report at the end of the Project. Programme Content The Programme for 2010/11 consisted of 10 MBA Projects coordinated by the participating Partners. These included EK Services, Maidstone Borough Council, Kent County Council, The Gateway Programme, Kent Connects Partnership Office and Tunbridge Wells Borough Council. Benefits The main benefits from the MBA Programme included cost effective research, access to new skills and structured programme management. o o o Cost effective research: Generating 88K1 of efficiencies for partners with only 59 average costs incurred by each Sponsor Access to new skills: Partners learning from new methods to research & evaluate their project and services and a better understanding of techniques required to develop business models and strategies in new areas Structured programme management: Improving how to develop agile but structured programmes through strong partnership working

Lessons learnt The key lessons learnt from the MBA Reports focused on the content, structure, process of report and its use in the Sponsors service or organisation. These lessons were captured asking Sponsors to feed back their evaluation of the programme and final reports. The content of the Reports was reviewed by Sponsors as being overall very comprehensive. Particular praise was given to the background and desk-based research as well as the analysis of the evidence. Engagement with stakeholders and the recommendations were judged as good, but with improvements needed.
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10 Projects x 60 Days of MBA Student Time x 7.24 Hours per Day at 20.43 per hour market rate

The structure of the reports was balanced, laid out in an effective way and the methodologies very well described. It was clear that the students experienced tough learning curves in understanding the challenges and opportunities the public sector faces. The Sponsors fed back that they learnt a lot from this process and gained new knowledge in areas they were often struggling in or that were new to them, with practical examples of use of the Reports in their service or organisation. Conclusion Recommendations by Project Sponsors on how the programme could be improved included clarifying the expectations of both the MBA and Sponsor project requirements and a more comprehensive selection process for the students by the sponsors.

2. Programme Aims The aims of the MBA Programme were to: Enable partner organisations to o Access critical thinking to help resolve significant issues within partner organisations o Gain a new perspective to be brought to difficult problems Provide students with: o An opportunity to engage with a number of project challenges and deliver policy solutions to the local authority agencies o Real and relevant insight into how the sector is affected by current economic challenges o A collaborative approach for students to grow tangible business connections, gain a deeper understanding of the challenges public sector organisation face, as well as sharpen their leadership skills Build the relationships between Kent Connects and Kent Business School through o Developing and managing a pioneering programme o Coordinating and supporting engagement between partners and the university 3. Delivery Model Kent Connects and Kent Business School (KBS) designed a joint MBA Programme coordinating the development of 10 MBA Projects. This including coordinating engagement between the Sponsors and Students and creating the relevant frameworks for them to manage their Projects. Each Project was managed by a Project Sponsor from the participating Partners and was carried out by a student from KBS who produced a Report at the end of the Project. This delivery model was composed of the following activities: o o o o o o Introductory session for Project Sponsors and Students Launch of The MBA Programme The Terms of Reference Workshop introducing Students to local government Timeline of the Programme Management of MBA Projects by Sponsors

3.1 Introductory session for project Sponsors and students This was organised in November 2010 so project sponsors and students could find out how they could pitch their projects to be reviewed by MBA students and understand the objectives of the MBA Programme. 3.2 Launch of the MBA Programme The programme was officially launched by Kent Connects and Kent Business School in March 2011 at the Business School with the Project Sponsors and Students. This enabled both parties to agree shared expectations and finalise the aims of their projects.

This also provided Sponsors and Students with an Information Pack introducing how local government works, the responsibilities of each Sponsor organisation and the project proposals themselves. 3.3 The Terms of Reference To provide a framework for responsibilities, a Terms of Reference was signed between each Project Sponsors and their Student. This focused on agreeing how the issues would be described, how the work would be structured, what the key milestones would be, how risks would be managed and how stakeholders would be engaged. Students also needed to make sure they highlighted how they would gather the information, analyse the research and provide recommendations that the Project Sponsor could action. From this, they would be able to identify research methods and software tools needed to carry out the research and negotiate any resources needed from the Project Sponsor prior to starting the project. 3.4 A workshop introducing Students to local government This was hosted at Kent County Council, Maidstone Gateways and Maidstone Museum to give students a flavour of the challenges and opportunities facing councils in the 21st century as well as immersing them in real public service environments that had been recently transformed. Key themes discussed were the different roles between Officers and Members and how they support each other and the public, the difference between business strategy and service delivery and opportunities of partnership working. They also benefited from a facilitated session discovering techniques used to uncover and analyse issues which gave students a platform for selecting research methods for their own MBA reports on the following areas: o How will you gather the information? o How will you plan your approach to engaging people? o How will you analyse the research? o What techniques will help you make recommendations? It provided an opportunity for MBA Students to highlight methods deployed in their course not currently used extensively in public services, including balance scorecard, fish bone structures, cost leadership, STP marketing and the 4Ps framework.

3.5 Timeline of the Programme The following timeline emphasises the key milestones for Project Sponsors and Students throughout the programme. Responsible Kent Connects Student Kent Connects/KBS Sponsor & Student Sponsor & Student Sponsor & Student Student Sponsor Action Support submissions and application process Confirmation of interest of specific proposals Assist in project interview process Project Scope Project Plan Start of Project MBA Report Evaluation of Report Milestone December 2010 4 February 2011 11 March 2011 30 April 2011 12 June 2011 13 June 2011 12 September 2011 22 October 2011

3.6 Management of MBA Projects by Sponsors Carol Patrick, the Programme Sponsor for Kent Connects and Dr Rajendra Shirole, the Kent Business School Sponsor, coordinated the strategic direction of the Programme. Noel Hatch, the Project Manager designed the Programme content and structure and ensured that students and sponsors met the respective deadlines agreed, as well as providing advice and guidance equating to approximately 30 hours. The individual Project Sponsors committed an average of 23.5 hours to coordinating their MBA Projects with the Students. Two thirds of project sponsors asked the student to draft a schedule and approve it and the remainder drafted the schedule for the student themselves. 83% of students were punctual to very punctual at completing the work to the milestones and 67% of sponsors arranged regular scheduled meetings with the sponsors while the remainder used teleconferences to update each other regularly. The student was very willing to come in to the council before and during the project to talk through our aims, and ensure that our needs were clearly understood and ultimately met. (Project Sponsor) The Survey showed that 67% of sponsors provided access to their offices for the student to work at, 50% provided travel expenses and 17% provided software2. We set up a small project team including the student, myself and a third colleague. We drew in additional resources a couple of times for quality checking. This helped us cover a lot more ground and also produce something grounded in reality. (Project Sponsor) 4. Programme Content The Programme for 2010/11 consisted of 10 MBA Projects coordinated by the participating Partners. These included EK Services, Maidstone Borough Council, Kent County Council, The Gateway Programme, Kent Connects Partnership Office and Tunbridge Wells Borough Council.

Sponsors could answer more one option for this question

The MBA Projects agreed are described below as well as the methods used Sponsor Organisation EK Services Project Guidance, procedures and training packages on the management of staff who operate remote and flexible working Methods used Literature review, first principles thinking, surveys, presenting survey data, identifying differential needs and capacities, cultural mapping Risk assessment, surveys, interviews, presenting survey data First principles thinking, literature review, systems thinking

EK Services Gateways Programme

Kent Connects

Kent County Council

Maidstone Council

Borough

Maidstone Council

Borough

Maidstone Council

Borough

Maidstone Council

Borough Wells

Tunbridge Borough Council 5. Benefits 8

Development of an Email and Internet usage policy for EK Services Systems thinking applications for Public Sector (Business Process Improvement) Kent Connects Software Literature reviews, Audit Recommendations Interviews, resource and search engine analysis, benchmarking, SWOT analysis, scenario development, mapping flows Review on how First principles thinking, entrepreneurs can make Literature review, surveys, use of open data to interviews, presenting develop applications survey data, benchmarking, PESTLE analysis, resource analysis Home Improvement Literature review, Agency Value for interviews, benchmarking, money? Is there a better scenario development, way? presenting survey data, market analysis, multi criteria analysis, modelling Providing Payroll Services Literature review, surveys, A commercial approach interviews, presenting survey data, SWOT analysis, mapping flows, market analysis, cost benefit analysis Income generation at Literature review, Maidstones museums presenting survey data, stated preference method, market analysis, PESTLE analysis, cost benefit analysis Social Return on Literature review, Investment (SROI) interviews, social return on investment Social Media in the Public First principles thinking, Sector Engaging with literature review, surveys, Our Communities presenting survey data

The main benefits from the MBA Programme included cost effective research, access to new skills and structured programme management. 6.1 Cost effective research Calculating the efficiencies of recruiting MBA students to carry out research work, it is estimated 88K3 of efficiencies have been generated, or 8.8K per Project Sponsor. This was calculated using the following formula: 10 Projects x 60 Days of MBA Student Time x 7.24 Hours per Day at 20.43 per hour market rate. These efficiencies were maximised as no funding was sought to run the MBA Programme. Evidence from a survey carried out with Project Sponsors shows that the Programme incurred an average of 59 of costs to each Project Sponsor. There is no ongoing revenue commitment required from partners on the MBA Projects themselves as each of the Projects has been completed. Other costs incurred including officer support were either already accounted for via the Kent Connects Partnership Office or the individual sponsors. 6.2 Access to new skills Partners can gain access to new skills and perspectives at minimal costs. They can learn from new methods to research & evaluate their project and services - such as systems thinking, balanced scorecard or social return on investment. They can also gain a better understanding of techniques required to develop business models and strategies in new areas - such as income generation, engaging entrepreneurs or social media. They can exploit further opportunities in working with Kent Business School, through which they can gain valuable business expertise to work with researchers, professors and students. Partners can learn how to develop cost-effective programmes through strong partnership working, building on the design of the MBA programme by Kent Connects and Kent Business School. 6.3 Structured programme management To ensure Kent Connects was able to identify benefits to partners, Project Sponsors were asked to evaluate the management of the MBA Programme through a Survey. In this, Project Sponsors fed back that the management of the programme and the timetable was very effective. Indeed, 83% of sponsors rated both the structure of the programme timetable and the quality of information about the programme between 3-5/5, with 50% of those rating it as 5/5 We found the process of sharing our project ideas, recruiting a viable research student and working with them on a practical level, very smooth. (Project Sponsor)

10 Projects x 60 Days of MBA Student Time x 7.24 Hours per Day at 20.43 per hour market rate

7. Lessons Learnt To ensure Kent Connects was able to learn lessons to improve the quality of the MBA reports in the future, Project Sponsors were asked to evaluate the MBA Reports their students produced for them. The lessons learnt are divided up below into content, structure, process of report and its use in the Sponsors service or organisation. 7.1 Content of Report The content of the MBA Reports was reviewed by Sponsors as being very comprehensive. The research was very well written and structured and the desk-based research was very comprehensive. (Project Sponsor) o The background research helps provide context for the analysis, albeit perhaps more academic than expected.

The author demonstrated an understanding of the main issues concerning the subject and argued alternative models for the authority to consider. (Project Sponsor) o The desk-based research was very comprehensive and very well written, especially given it is unlikely the students would have had previous knowledge of the issues tackled. The engagement with stakeholders could have benefited from more planning from the students. Better expectations of how organisations work would have ensured students understood the level of time and resource available by Sponsors to assist in this work. I was very impressed with the student, her clarity of thought; gravitas, presentation skills and output were very good. (Project Sponsor) o The analysis of the evidence was sufficiently well appraised that it could be used to make future operational and strategic decisions. The Students were limited in their access to information and data where there was judged too sensitive by Sponsors. Excellent content, covered the subject well, took care to ensure that factual evidence was presented and checked everything through. (Project Sponsor) o The recommendations showed a very practical and realistic understanding of the main issues concerning the subject and argued alternative models for the service in question to consider. In some cases, there could have been a more explicit emphasis on how the recommendations would benefit the Sponsor organisation and how this could be implemented. Consistent and well presented. Information was accurate and well researched. Recommendations were practical and plausible. (Project Sponsor) 7.2 Structure of Report The structure of the MBA Reports was seen to be balanced, laid out in an effective way and the methodologies very well described. This helped the reader navigate the report in

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a user-friendly way with a good use of visuals and understand the research process in a logical way. The overall structure of the report was clear and made for easy navigation and reading. It led through the process behind the research, the detail and analytics of the findings of the research, and made some clear and compelling conclusions. (Project Sponsor) 7.3 Process The process of managing the project between the student and the sponsor was effective. Most Project Sponsors found it easy to arrange regular contact with students, as well as sharing ideas. Defining the project scope with the student could have benefited from a greater understanding of the requirements from the academic supervisor and which level of expertise the students were expected to demonstrate in the MBA report. The process of defining the research scope and requirements between the student and the sponsor was effective, although it could have benefited from a greater understanding of the requirements from the supervisor. (Project Sponsor) Many Sponsors thought that the students had tough learning curves in understanding the challenges and opportunities the public sector faces and so tackled the project very well. The students were all committed and enthusiastic in ensuring the Sponsors needs were clearly understood and ultimately met. It is unlikely that the student would have had previous knowledge of this topic but his report has demonstrated an understanding of the major issues and has produced insightful outcomes for the authority to consider. (Project Sponsor) Evidence from interviews and surveys, did not provide an accurate picture of the situation due to limited response and some lack of understanding. (Project Sponsor) The Sponsors felt they learnt a lot from this process and gained new knowledge in areas they were often struggling in or that were new to them. Working with the student and the business school has been a very refreshing and thought provoking experience. (Project Sponsor) 7.4 Use of the MBA Report in the service or organisation Almost all of the Project Sponsors will use their MBA Reports to inform the development of future projects and services. o Development of future research, strategy and events o Design of improved procedures and performance management regimes o Decision on the future direction of a service o Engagement with stakeholders The report will form part of the evidence that will be presented to the council on the future and direction of the agency. (Project Sponsor) We are currently developing a wider strategy for this and the report will form a key component in finalising that strategy. (Project Sponsor) 11

We have taken the learning from the project and the outputs of the student and the project teams work to form the basis of the performance management regime for the new customer service strategy. (Project Sponsor)

6. Conclusion & Recommendations

Recommendations by Project Sponsors on how the programme could be improved included: o A meeting between the student, academic supervisor and Sponsor to clarify expectations on both the MBA and Sponsor project requirements o Selection process of the students and more practical sessions for sponsors and students to understand how to maximise the opportunities of their project and ensure students selected have the right level of expertise & enthusiasm It is recommended that the MBA Programme is repeated for 2012 and becomes mainstreamed as a core service by Kent Connects and Kent Business School. 7. Annexes 9.1 MBA Programme Information Pack Please see http://www.scribd.com/doc/71549497/Updated-Final-Kent-Connects-MBA-Pack 9.2 Terms of Reference Please see http://www.scribd.com/doc/64656791/Kent-Connects-MBA-Terms-of-Reference

9.3

Workshop Introducing Students to Local Government

See http://www.scribd.com/doc/71549347/Kent-Connects-Introducing-Local-Government 9.4 Research Toolkit See http://www.scribd.com/doc/71549334/Research-Game

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