31 May - 01 June, 2017 | Bayview Eden, Melbourne, VIC

Rachel Honeycombe


Marketing & Student Services Manager
Auckland Institute of Studies


11:30 AM Redesigning Administrative Functions to Meet Demands of Multicultural Student Cohorts

Administration functions within an institute play an integral role in the performance, capabilities and delivery of student support services. It is important that organizational transformation process which aims to improve efficiency and strengthen responsiveness in administrative functions.

Auckland Institute of Studies also adopts a unique student services model, which aims to accommodate a different mix of cultures while meeting demands and expectations. In this workshop Rachel will draw on case examples of Auckland Institute of Studies transformation journey to provide a comprehensive session.

In this interactive workshop session, the facilitator will discuss using practical examples of how to best redesign administrative functions in order to be able to deliver high quality professional services.

Key Learning Areas:
  • Analysing the existing operating model for improvements
  • Developing improved processes for delivering professional services
  • Developing a business case and plans to implement changes

9:50 AM CASE STUDY : Cross Institute Collaboration for Improved Service Delivery and Greater Allocation of Existing Resources

Student service models across institutes tend to vary, with either central teams providing support or support being provided at various schools and faculty levels. Auckland Institute of Studies also adopts a unique student services model which aims to accommodate a different mix of cultures while meeting demands and expectations. In this session Rachel will discuss Auckland Institute of Studies transformation journey.
  • Tailor services and programs to client and stakeholder needs, within available resources.
  • Deploy resources to ensure timely access to our services, according to client need
  • Build capacity to deliver services through various risk adverse initiative

12:10 PM PANEL DISCUSSION: Developing a Customer Service Culture within the Delivery Team for Increasing Student Satisfaction Ratings

In order to develop a customer service culture within the teams there will need to be training programs for student administration services staff and academic program advisors to inculcate a customer service ethic. This panel will let participants discuss best practice for developing a customer service culture for long term success.
  • Changing the current mindset and moving beyond the traditional 9 to 5 model for operating as a customer centric organization
  • Developing a hub for providing transparent and accessible support base for students
  • Rewarding excellence in customer service


Check out the incredible speaker line-up to see who will be joining Rachel.

Download The Latest Agenda