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Purpose – This chapter identifies the reasons why institutions need to undertake transformation to engage a diverse student population: it presents a model of student retention and success, which centres on student engagement pre- and post-entry.

Methodology/approach – The chapter overviews the literature on student retention and success and utilises emerging findings from the meta-analysis of the What works? Student retention and success programme.

Findings – The emerging model puts student engagement at the heart of student retention and success. Institutions should promote engagement by•Provision of a range of opportunities for student engagement of different types, at different levels, across the institution in different sites (academic sphere, social sphere and professional services sphere), throughout the student lifecycle.•Developing students to recognise the importance of engagement and to have the capacity to engage in a range of opportunities.•Developing staff responsibility for and capacity to provide effective engagement opportunities.•Taking responsibility for engagement, including monitoring engagement and acting when there are indicators of lower levels of engagement.•Creating a partnership between students and institutions towards a shared outcome of successful learners and graduates.

Research limitations – This chapter draws on emergent findings from the What works? programme.

Practical implications – This chapter assists institutions to improve student retention and success by focusing on engagement and institutional culture.

Social implications – The model assists institutions to critically consider transformation to engage a diverse student population and improve retention and success.

Originality/value – The chapter pre-views original research about engagement, retention and success, which are international concerns.

This case study focuses on the experience of The Open University in creating educational opportunities and social justice for all since its inception over 40 years ago. Setting developments over the past few years in the context of the University's mission, history and model of supported open learning, the case study identifies institutional transformation as an ongoing, organic process of innovation and embedding of learning that needs to respond to a constantly changing internal and external environment. Increasing student diversity has been achieved through ongoing developments in strategy, governance and practice, underpinned by a developing evidence base that explicitly seeks out the student voice. Whilst the case study is unique, the learning it highlights is transferrable to a wide range of institutions, particularly at a time when the demand for part-time and flexible higher education is on the rise.

Increasingly, higher education institutions are being held to account for the performance of their students internally in terms of academic performance and timely program completion, as well as externally through job placement. This challenge is compounded by a range of additional factors including fluctuating, international economic conditions, an increasingly globalised, competitive environment, widespread provision of online qualifications, and high student drop-out rates. There is a pressing need therefore to understand the factors which contribute to positive perceptions of institutional services and the way in which these drive student retention, especially within the first year experience. This research aims to explore the role of affective commitment in students' perceived satisfaction within the student-university relationship and the effect of this on retention in an Australian tertiary context.

A qualitative approach was adopted using four focus groups and eight in-depth interviews with first year undergraduate students enrolled at a large metropolitan Australian university. In addition, an online expert forum was used to obtain qualitative verbatim from 22 internationally-based faculty educators.

The results of this study suggest that the development of deeply entrenched emotional bonds with students is important in facilitating high levels of satisfaction during the first year experience. In addition, a sense of belonging was perceived by faculty as being the primary mechanism for ensuring the retention of students beyond the first year of enrolment.

From a managerial perspective, uncovering the nature of student-institution relationships and the importance of affective forms of commitment will enable higher education institutions to develop more targeted relationship marketing programs to increase student retention.

In a unique contribution, this research examines this issue from the perspective of first year students, as well as from an international faculty perspective, enabling a multi-dimensional comparison to be drawn between the perceptions of the student, and the service provider.

Most Higher Education Institutions (HEIs) have silos of distributed processes, which adds to the confusion and conflict concerning the Customer Relationship Management (CRM), desires, expectation and needs (DEN). Where possible, in order to maximise resource impact and minimise organisational disruption, HEIs should practically map these DEN to processes, roles, events, activities, channels, and technologies (PRE-ACTs) that already exist within the organisation. The paper iteratively considers use of additional practical approaches that need be considered in order to ensure that strategic HEI CRM DEN are effectively captured, and that the requirements are appropriately mapped to existing HEI activities.

Content from 27 JISC cases, 10 semi-structured interviews and three focus group sessions have been collected and analysed using thematic analysis to understand how to develop preliminary stage 2 steps and assess the applicability of the final CRM strategy orientation support (CRM-SOS) framework stage 2 methods.

The authors believe that this study provides substantial practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs requirements. The developing practical tools aim to 1) support practitioners better comprehend the multifaceted life cycles, needs, and requirements of HEI customers, and 2) aid in the planning and management of CRM change more effectively.

The paper is extending the recent research around CRM strategy in HEIs by proposing additional practical approaches that need be considered to ensure that strategic CRM are effectively captured. The paper also offers considerable practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs' requirements.

Emerging technologies embody innovation; acquisition of flexible skills (technology-agnostic) makes new graduates more employable. Social media is one such technology. Although emerged as a leisure communication medium, it has reached business and entrepreneurial spaces. Yet, few business schools maintain an innovation-led approach to teaching their graduates (particularly destined for leadership roles such as MBAs) social networking skills. In addition to career management opportunities reflected through social capital formation, social network has the potential to serve as knowledge accumulation platform and enable lifelong learning. This chapter proposes such framework and opens further questions for researchers for investigation.

As higher education becomes an increasingly global commodity, the rush is on to embrace best practice in the delivery of online courses. This author advocates that the delivery of such courses be treated as management of a Virtual team community of practice (VTCoP) and as such, delivering academics should embrace relevant theory and tools in this area.

Based on extensive work on European projects, the author advocates a timeline of relevant theory and tool application that can be applied to the lifecycle of an online course. Theory overviewed includes Use and Gratification theory, Social Exchange theory, Bond theory and Identity theory as well as IT-based models such as Information Systems Success Model (ISSM).

A theoretical model is presented.

The theoretical model has still to be tested.

The paper argues that by creating the conditions commensurate with a successful VTCoP throughout the engagement lifecycle, students are more likely to be engaged and committed to completing an online course.

The paper uses existing theory to potentially improve completion rates on online courses.

The paper is original in that it combines existing socio-technical theory from the informations systems domain with that of educational pedagogy to inform good practice.

Purpose – This chapter draws on the previous chapters and institutional case studies to identify and discuss the necessary conditions and facilitating factors which contribute to institutional transformation to engage a diverse student body.

Methodology /approach – This chapter is based on thematic analysis of the previous chapters and institutional case studies. It utilises national contextual information, details of changes undertaken and reflections on the process of change. The key ideas are illustrated by quotes from the case studies.

Findings – The following necessary conditions and facilitative factors are identified and discussed:i.Commitment to a transformational approachii.Sharing understanding and meaningiii.Institutional strategy for change: senior leadership, policy alignment, creating a facilitating infrastructure across the student lifecycle and co-ordinating changeiv.Engaging staff and creating an inclusive culturev.Developing students' capacity to engagevi.Taking an evidence-informed approachvii.Linking change to other institutional priorities and developmentsviii.An enabling policy and funding context

Research limitations – It is based on the chapters and case studies presented in this book rather than a wider analysis.

Practical implications – This chapter offers institutions insight into the conditions and factors that enable and smooth institutional transformation.

Social implications – This chapter is designed to support the promotion of social justice in higher education.

Originality/value – This chapter draws on international research and institutional examples and identifies common conditions and factors which contribute to managing change to engage a diverse student body. Its value is practical insights into change from an international perspective.

Purpose – This chapter explores the reasons why higher education institutions (HEIs) have engaged with learners before entry into HE and examines the ways in which this transformed institutions.

Methodology/approach – The chapter draws on evidence collected in the South West of England about the ways in which HEIs worked with schools and colleges to reach out to learners with the potential to progress to HE but who come from backgrounds with little tradition of accessing HE. This evidence is set within a literature framework to contextualise the findings. The chapter considers outreach work as part of the whole student lifecycle beginning before university entry and continuing beyond graduation.

Findings – The chapter finds that outreach work is particularly valuable when it is undertaken by partnerships. Within a partnership framework, each institution can contribute their specialist expertise to provide a coherent, progressive programme of activities for young people to help them to consider progression to HE. Partnerships facilitated knowledge transfer so that all institutions benefitted from the lessons learnt particularly with respect to the training of student ambassadors and the use of data for targeting and evaluating the programme.

Implications – Pre-entry engagement helped learners to acquire more information about HE so that they could make informed choices about mode of study, subject and institution. This, in turn, improved retention rates and helped HEIs to smooth the transition into HE, to diversify their entry profile and to enhance the educational experience.

The purpose of this study was to provide more information about the effectiveness of the Education for Sustainable Development (ESD) approach in textiles and apparel by applying it to a semester-long sustainability course.

A University-level course was re-designed using the ESD concepts. The course was taught from a consumer viewpoint using the product lifecycle as a focus, so the information was applicable to students’ lives and multiple consumer products. Quantitative results of a pre- and post-test taken by students measured changes in knowledge, attitudes and behavior related to sustainability. Qualitative data from open-ended questions collected student feedback on instructional strategies.

A significant change in knowledge and attitudes were observed on the post-test. Students perceived assignments that required critical thinking, research and related to their lives as the most beneficial.

The ESD approach changed student knowledge and attitudes to be more sustainable. Assignments that included real world examples had the most impact on pro-environmental attitudes and support the use of a student-centered pedagogy.

This study is based on a semester-long sustainability course designed with ESD, while many existing studies are based on a single intervention or lesson. The results of this study add to the body of ESD literature in the textile and apparel area and are applicable to other disciplines.

Purpose – This chapter argues that institutions should take a strategic, integrated approach to enable all students to progress successfully beyond their first degree, to additional education or training or to the labour market.

Methodology/approach – The chapter reviews the literature about the progression of students from equity groups to the labour market and postgraduate study and the explanations for lower rates of success. The remainder of the chapter explores what institutions in England are doing to facilitate equality of outcomes for graduates from equity groups, based on analysis of the Widening Participation Strategic Assessments (WPSAs). Each WPSA was coded, and query reports were read and re-read to identify common approaches and themes.

Findings – Literature finds that graduates from diverse backgrounds and equity groups have poorer progression outcomes than other students. The WPSAs show that the majority of institutions are addressing employability but not progression to postgraduate study. On the basis of mainstream approaches to engaging students and developing their employability, the chapter presents a seven-point strategic approach to enhancing the progression and success of graduates from a diverse student body.

Research limitations – There are limitations associated with analysis of the WPSAs and that there is so little consideration of progression to postgraduate study.

Practical implications – This chapter proposes that institutions adopt an integrated and strategic approach to enhancing the progression and success of students.

Social implications – This approach addresses progression inequalities.

Originality/value – This chapter provides original insights into progression to postgraduate study for diverse students.