Kaihoko aro | Customer centricity – in action
In a recent Waipapa Taumata Rau | University of Auckland leadership seminar, the focal point was customer centricity, with students recognised as the primary customers of the University.
To address the complex issue of declining enrolments, especially among Māori students, a resolute commitment to customer-centric approaches is essential. The question arises: How do we tailor our approach to be truly customer-centric for Māori students? Here are some suggested strategies that could benefit academic and professional staff.
Hone Thorpe
First and foremost, we need to explore ways to be inclusive and supportive of Māori students.
Evaluating our environment is crucial; does it resonate with Māori norms? Does it emit a Māori world vibe that feels welcoming and comfortable for Māori students and their whānau?
Consider implementing strategies to enrich the university environment for Māori students, starting with te reo Māori.
A starting point is ensuring that both academic and professional staff possess basic te reo Māori language skills. Simple Māori greetings when a staff member first interacts with a Māori student signify a commitment to customer-centricity, fostering a welcoming atmosphere. Incorporating te reo Māori alongside English in class greetings during learning sessions further reinforces this message. Staff participation in Māori language and culture workshops is encouraged, including attending events where Māori guest speakers share insights.
For those engaging with Māori students, building diverse teams that include Māori members is valuable.
If hiring Māori staff is challenging, seek guidance from cultural advisors and attend relevant workshops. Regular contact with local iwi, even at community events, can establish positive relationships. Collect and maintain contact details of Māori individuals, join them in the alumni association, and celebrate their successes through stories that can inspire new students.
Directors of courses should collaborate with teaching staff, especially those from international backgrounds, to familiarise them with te ao Māori, its language, and its culture.
Encourage the inclusion of Māori perspectives in the curriculum, making courses more relevant and diverse. Seeking feedback from the Māori community is vital, and attending Māori events facilitates this engagement. Incorporating Māori art and designs in physical and digital spaces adds a layer of cultural inclusiveness.
Don’t overlook the significance of celebrating Māori success stories and sharing them across various university platforms.
Recognise that being customer-centric for Māori is an ongoing process that requires continuous feedback and adaptation. Incorporating Māori elements throughout the university campus, both physically and digitally, contributes to a culture of inclusiveness.
In conclusion, sustaining a customer-centric approach for Māori students demands commitment and continuous effort. As seen in the University of Auckland’s initiative with Māori-themed posters, such inclusiveness should permeate all facets of the University. If you are not from the University, much of what is in this story can be adapted for your own organisation.
Embrace the responsibility to make customer-centricity work – kia kaha, kia maia, kia ū ki te kaupapa nei, ko te kaihoko aro.
