success factors for admin and support services

The following are thoughts about Bath’s interest in adopting Newcastle Uni’s Success Factors (

My initial thoughts are this is a really good step. I think it would help our teams in terms of being able to quantity and measure what we expect in terms of attitude and behaviour. It can also be implemented in a such a way that it is very transparent for staff. Some of these attitudes / behaviours are difficult to get across to team members (with clear targets / expectations) during appriasals, probation and catch ups. It is one of those “we aspire to this, but in catch ups we spend most of our time discussing more objective (work package) related targets. However, these factors underpin what we do, so we need a framework to base the discussion around. A very obvious point, is within the area of team working, communication the indicators and the “what less effective looks like” will be very useful to manage team cohesion.

I think this is considerable scope as it discusses the success factors from a number of different perspectives, the self, other and university. I’m looking into ITIL for the core team. Many of these success factors will map across to ITIL. This will help to re-enforce the message and successful embedding of practice.

It will be very interesting to listen to HR view of how these might be used within certain HR processes. It is clear they are personal to the individual, therefore, a few key success factors need to be selected and worked on. I’m wondering about an activity for e-learning people, where they have to read the document (with some blurb from me about the e-learning vision / objectives), then based on last 6 months work they need to evidence the “self” list for the 12 factors. This will indicate where they think they are achieving the success factors, and the gaps. They then write a personal development plan to fill the gaps – this is discussed with the line manager and implemented.

My next step is to re-visit the factors the success factors and try to identify “self” based success factors for the two people who have just started (and are in probation). It would be really interesting to try implementing it.


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