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University of Milan Biocca

Standardising services and growing the University’s client base with tailored recommendations.

Vertical Timeline Layout - Aspect Case Study

Challenge

The University of Milan - Bicocca's (UNIMIB) multiple infrastructure centres provide research and analytical services to university researchers and external organisations. Their laboratory instrument booking processes are readily in place, however, their external organisations and clients' engagement and processes needed structuring.

Our objective in this project was developing UNIMIB's service centre offering support by, making key recommendations on standardised service offerings for prospective clients; and expanding the University’s client base by identifying potential clients for the services offered.

Funding

Approach

The project was delivered in three work packages (WP), where each WP needed to produce key outputs to be described in a final report:

  • 'WP 1: Internal offerings and service benchmarking reviews; '
  • ‘WP 2: Define market demand; and'
  • ‘WP 3: Create a customer journey’

Our pitch support empowered three BU academics to successfully receive funding for their start-up accelerator programme.

Report

In our pilot study, our key activities began with mapping out the university's current services to create a clear picture of existing capabilities. To ensure best practices, we benchmarked leading organisations that provide similar services and built this newly acquired knowledge into optimal centre setups. We then conducted interviews with a range of past, present, and potential clients, to better understand their key needs and expectations. Armed with this information, we developed tailored marketing content and presented our findings to a group of stakeholders, including the Vice Chancellor and research directors, who provided actionable feedback for the centre's future development.

Service Centre

Impact

Our work with UNIMIB gave them best practices insights for setting up a university-managed service centre, helping them better understand their current internal facilities and capabilities. By identifying their past, current, and potential clients needs, we created a customer journey tailored to each service cluster. Lastly, we secured stakeholder buy-in, ensuring alignment on the next steps in their service centre's development.

UNIMIB is currently is setting up a centralised service centre based on our recommendations.

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