1. Moving towards a ‘One University’ at the University of Leeds Mark Britchford (University of Leeds) & Michael Cousins (Triaster) Student Systems Administration Student Services Centre

2. Contents;  Why start process mapping  Our statement of intent  How we reviewed what we were doing  How we changed what we were doing  What use was Triaster process mapping software?  How it all worked out  Customer feedback  Where we are heading now  The lessons we learnt at Leeds Student Systems Administration Student Services Centre

3. Why start process mapping;  we had a new building – which we were going to move into  4 geographically separate counters moving into one location  4 different ways of doing very similar jobs had to become one way of working  focusing on our counter service delivery meant we had an easily definable scope to our project  the results would be very visible and essential to implement for the running of the University Student Systems Administration Student Services Centre

4. Our statement of intent; To combine four individual counters into one, customer focused, Student Services Centre Student Systems Administration Student Services Centre

5. How we reviewed what we were doing;  formed a group who had experience of counter processes  installed and implemented Triaster process mapping software  trained users to use the software  worked with users to learn how to process map  process mapped all our known counter processes  met to discuss the maps to establish where any duplication was occurring or differences needed to be maintained Student Systems Administration Student Services Centre

6. How we changed what we were doing;  looked at each others process maps  looked for commonality between them  established the best practice we wanted to adopt  redrew the process maps to reflect the new process  gained agreement from senior management to make the changes  informed/trained colleagues in the new way of working Student Systems Administration Student Services Centre

7. What use was Triaster process mapping software?  quick and easy to learn and apply  standardised our information  information was quickly and readily available  helped us think visually about the work we were doing  able to link in documents needed to complete the process  links between maps meant we could join together processes from different areas Student Systems Administration Student Services Centre

8. How it all worked out;  The counters moved into the new building and opened for business  staff had received training based on the maps  staff knowledge had expanded beyond their own counter experience  new jobs came forward to the counter to speed up response times to student queries  process map library was available on line for all Student Services staff to refer too Student Systems Administration Student Services Centre

9. Customer feedback; Student Services Centre customer survey 2009 Over 80% of customers thought they were dealt with quickly and efficiently, while over 90% ranked our staff as polite and helpful. Student Systems Administration Student Services Centre

11. Where we are heading;  plan to link counter process maps into back office processes  improving processes that cross functional ownership boundaries (i.e. between school and centre)  diversifying the process mapping into all areas of the university as a means to assess the need to improve the processes and the associated supporting IT systems  making the process map library available across the campus  One University all doing one university process ! Student Systems Administration Student Services Centre

12. The lessons we learnt at Leeds;  be ambitious  people want to change if you give them the opportunity and means to do so  people know what needs to be changed to improve what they are doing  make sure the project sponsor has the authority to implement the changes that are suggested  drawing process maps is not difficult – getting in the mind set to think about the methodology is the challenge and it is worth persevering with! Student Systems Administration Student Services Centre