Process Review: Helping Others Help Themselves Kevin Lynch CIO

What is this about? Working with the organizations on your campus to help them identify how they can improve their processes, and how you can better support them in their mission (which should be our mission).

Why? Everyone is to busy to ask why they are doing what they are doing Opportunity to give voice across an organization Processes don’t take advantage of current technology Many ERP have been tailored to analog processes Not everyone is using the ERP

Why you? Trusted advisor (hopefully) Your not in it to make money (trusted) You know technology You will learn new things It’s your Job – Don’t forget the I in IT

What is the goal of a Process Review? Process = what gets done Create well designed processes Eliminate waste Minimize non-value adding work Efficient Value-adding work

How do you start? Executive buy-in is key Involve everyone Take your time! Document Explain why you (IT) are doing this

A Sample Methodology The 5 “D” model Discovery Definition Design Deployment Don’t let it fail

Introduction – We’re here to Help Seek an environment of non-attribution Remind people that you being there is a good thing Set expectations – this is about doing a good job better Goal is adding value, not eliminating positions

Discovery Create an environment of openness and creativity Introduce everyone and include years of service Re-enforce they know their business Remind what is going well - if needed break into small groups, then report out to entire area Why do students want go to XXXXX? What are your strengths? What obstacles are you facing? Blue sky – what would you like to do – no constraints What would a “world class” organization do?

Define Ask participants to detail current process – in detail, then report to entire group Shares knowledge You’d be amazed what is not known You’ll learn a lot Identifies weaknesses Group finds this out on their own, they don’t need to be told Highlights strengths

Financial Aid Student Accounts Admissions Records Data Map Key Financial Aid & Eligibility Data Updates via Phone, email, Etc. Housing Assignments & Dorm Fines PowerFAIDS Residence Life College Board Financial Aid Basic Data Student Forms Immunization & Medical Records PowerCAMPUS Applications Health Center Student Forms Interviews Student Accounts Records Basic Data Reporting & Compliance Info Campus Safety EMAS Student Forms Test Scores Admissions Emergency Contact & fines Account & security setup Web Site Information Technology Phone Calls Parent Data Grades & advising info PowerCAMPUS IQ Web Basic Data Academic Departments Student & Parent Data IA Staff Data Map Key Basic Data & Payments Students Transcripts Grades Bills Financial Aid Info Scheduling Housing Razor’s Edge Phone-a-thon Institutional Advancement Manual Data Input Automatic Data Input Web Site Data Access (view) Data Descriptor Reunion Basic Data & Giving

Design Group is asked to design an idealized process Goals: Eliminate waste Minimize non-value add work Efficiently conduct value adding work

Deploy Take the new design and put it in action! Phased approach okay Look for “low hanging fruit” to get some quick wins Use existing technology in new ways Blackboard example

Don’t let it fail! Stay engaged Keep motivated Highlight successes Acknowledge failures, then fix them!

Sample Report Format Process description Observations of current processes Proposed Processes Timeline for implementing changes

Results Clarkson Admissions: Saved ~ 1500 hours of data entry (NVA) Allowed more time spent to recruit Saved ~ $50,000 in mailing & printing costs Saved ~ 100,000 piece of paper Reduced ‘melt’ by 2.5% Increased employee satisfaction Counselors got laptops! Much tighter OIT/Admissions relationship We are on their team

Lessons Learned Facilitate – don’t dominate Make it their idea – it usually is Apply technology to the solution, not vice-versa Make it about doing the job better Savings are icing, not the cake Celebrate the wins Have Fun!

Questions??? Kevin Lynch Clarkson University Klynch@clarkson.edu 315.268.6718