2. By Administration & Business Affairs

3. Problem Statement To offer the campus a clear, concise information on the process for creating a new policy or revising an exiting policy. Although the current process was functional, it was determined there was room for improvement. The procedures and process were reviewed with sensitivity towards how to benefit the customer – approach the project through the “lens of the customer.”

4. Objectives To streamline, clarify and provide detailed process information Create cross functional flowchart for visual clarity Update exiting University Policy Manual webpage Create new forms for better clarity of requirements

5. Team Members Kem Gravenberg (VP/CFO Office) - Team Leader Kendal Chaney-Buttleman (Accounting) Veronica Liew (VP/CFO Office) Kaye Milburn (Auditing Services) Priscilla Llamas-McKaughan (Financial Services) Andrew Stiffler (Strategic Planning & Quality Improvement) Celene Harwell (President’s Office), ex-officio Donna Thomason (President’s Office), ex-officio

6. Findings Process was not clear on complete policy submission. Confusion between submitting electronic and hard copy documents. Customers not aware of existing forms. President’s Office not receiving proper information as to why a policy was being created or revised.

7. As is - state flow chart

8. Project Timeline & Milestones 1 st Team meeting, create current process flow chart (10/5/12) 2 nd Team meeting, create future flow chart (1/31/13) Team Leader met President’s Office for feedback (2/22/13) 3 rd Team meeting, improved future flow chart based on feedback from President’s Office (2/28/13) 4 th Team meeting, created forms (3/8/13) Final Team meeting, refined forms (3/22/13) Team Leader met with VP/CFO for approval (4/2/13) Team Leader met with division contacts (5/10/13) New forms and flow chart posted on website (6/6/13)

9. Future-State Solution Development Created future-state workflow chart for visual clarity of entire process. Created new forms for detailed process information. Updated policy manual webpage with new forms. Communicated these improvements to division contacts.

10. Future-state flow chart

11. Solution Implementation Less errors in document submissions. Less follow-up calls and emails to clarify missing information. Reduce confusion between electronic and hard copy documents. Increase efficiency and timeline of policy approvals. Fewer calls/emails from the President’s Office to gather additional information on justification of new or revised policy.

12. List of new and improved forms UPM Future-state Flow Chart UPM Future-state Flow Chart UPM Future-state Flow Chart Narrative UPM Future-state Flow Chart Narrative UPM Checklist UPM Checklist University Policy Template University Policy Template University Policy Justification Form University Policy Justification Form Policy Change Campus Notification Form Policy Change Campus Notification Form