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UniHelp Desk

UniHelp Desk LibGuide 2018/19

UniHelp Desk (UHD) Operational Approach

The MDX organisational Mission, Vision and Values provides UHD with an operational context.

UniHelp Desk Operational Philosophy

The UHD operational strategy is based on the principles established in Japan in the 1950’s by W. Edwards Deming. These principles formed the basis of Total Quality Management and later what has come to be known as Lean methodology. The application of those principles into service delivery at UHD has been influenced by the work of John Seddon.

Our approach to decision making is evidence based and collaborative.

UHD Operational principles

  • Value is defined from the student’s perspective
  • Flow efficiency
  • Respect for people
  • Continuous Improvement

We believe these principles are distinctly aligned with the wider MDX organisational values.

Value is defined from the customer perspective

At the UniHelp Desk the student is our customer. Value is defined from the customer’s perspective. This means we endeavour to frequently ask our students what is important to them and how best we can support them in their transformational journey. We shape our service around the customer, allowing the customer to pull information and people to them as and when needed. That also means we endeavour to retain operational flexibility, so we can respond to patterns and trends quickly as they emerge.

Our focus is on quality and speed in that order.

Flow Efficiency

Flow efficiency is the ratio between value-adding time and the overall throughput time required to complete a process end to end.

Value-adding is the time in this instance during which a member of the UHD team (or second level service) is actively working towards resolving an enquiry.

Throughput time is the time it takes from when a need arises until that need is fulfilled. In the case of the UHD the throughput time starts when a student presents an enquiry and ends when that enquiry is resolved.

Focusing on improving flow efficiency means endeavouring to reduce throughput time by identifying and removing waste (primarily failure demand) from the process at the root.

Respect for People

At UHD we believe respect is underpinned by integrity and fairness. Our diversity in backgrounds, learning styles, skills, abilities, management styles and leadership styles are considered as strengths. We are inclusive. We share our experiences and we endeavour to raise awareness and make adjustments so that cultural distortion is minimised and access to information and services is available to everyone.

We respect our colleagues and students as peers in a learning environment. We support each other and work together towards a common purpose, to make things better than they were yesterday.

We recognise that as members of staff we must consider our own wellbeing and support each other in order for us to effectively support students, especially during periods of significantly high demand or organisational change.

We recognise that diversity enriches our community and enhances the working and learning environment.

Continuous Improvement

The UniHelp Desk service delivery is based on a Continuous Improvement (CI) framework. Each staff member has a coach and time set aside each week to address and realise any opportunities they raise and encounter.

Systems and Data

In line with the MDX Strategy our systems should encourage a high-performance culture that builds our staff engagement and recognises innovation and improvement.

The MDX strategy also describes the need to develop streamlined, evidence-based and effective governance and management processes that empower everyone, add value and facilitate collaboration.

At UHD we are also concerned in ensuring that data collected  is complete and clean so that we can use the data to gain insight into patterns and trends which will inform our decision making and as such we measure the completion and cleanliness of the data we collect.

The IT infrastructure and data collected at UHD should demonstrate GDPR compliance and facilitate continuous improvement of both the student experience and the operational service delivery/administration of the UHD and Reception and Switchboard services, as well as influence and inform the operational service delivery/administration of the Second Level Support Services and the Faculties.