Steph Watt Libby Wilson Developing Online Enrolment for New Students: a Case Study to Explore Different Approaches to Process Review

The Sector Context Improve student and stakeholder satisfaction at a lower cost to the university

The Sheffield Hallam Context Integrating Student Processes Analysis Hard factors strategy structure systems and processes Soft Factors culture change capability

Change the mindset

Programme Purpose To provide a seamless service to students and stakeholders which is: personalised clear and simple to use underpinned by expert support efficient, effective and affordable

Programme Approach Programme Level Holistic (soft and hard factors) Overarching principles and common outputs Lean systems thinking –voice of the customer : critical to quality –focus on purpose and outputs not getting there –waste reduction : two types of activity (value adding and non value adding) Project Level Blend of tools and techniques which work for individual styles and context

Enrolment: a case study Purpose For the University to register the student and to collect any data required for internal or external reporting For the student to agree to the Terms and Conditions Problem Analysis Resource: time, space and staff intensive Experience: student experience can be stressful Quality: multiple instances of data collection and entry Output An online pre-enrolment task to meet data collection requirements Benefits For the student: available on demand and personalised For the University: reduced cost, quicker process and improved data quality

System Development Plan Analysis of current process - what does our current process look like? - what are the problems and what are the causes? - what problems are worth trying to solve? Research - what are other HEIs doing? - what do our customers want? Specification of proposed process - process mapping of ideal 'to be' process - system 'use case' mapping from 'to be' process - prioritisation of 'use cases' - 'must have' and 'would be nice to have' - what are our non-functional requirements? - what are the business rules? DesignBuildTest

Process Mapping Why do process mapping?

Specifying System Requirements

Data Table

Planning to Inspire

Consistency of delivery Programme level shells Consistent user interface for E services Standard documentation Underpinning knowledge base Project level: service management toolkit service standards and KPIs process documentation and timelines training module