Process: How we do our Work (Part 1) Presented by: William (Bill) Edmunds Gentleman s C Higher Ed Consulting April 24, 2017

Transcription

1 Process: How we do our Work (Part 1) Presented by: William (Bill) Edmunds Gentleman s C Higher Ed Consulting April 24, 2017

2 1. Process: How we do our Work (Part 1) Now 2. Technology: The Tools We Use (Part 2) 2:45 PM Today 3. People: Who Does the Work (Part 3) 9:00 AM Tomorrow Attend all 3 or Pick 1 that Interests You

3 Introduction of Speaker Operational Excellence 3 Legs of Process Improvement Winning Strategies What is Process 10 Steps of Process Improvement What Are You Doing? Questions

4 30 Years of Experience specializing in Administration, Finance & Human Resources Experience in Private & Public Sectors Internal/External Process Consultant Specializes in Administrative Process Improvement Industries: Higher Ed, Healthcare, Non-Profits & Government Reform Awards: 2016 Governor s Efficiency Award - Finalist 2012/2013 Ellucian International Advisory Board 2012 SunGard Award for Institutional Performance 2013 University Business Innovation Award 2013 SACUBO Best Practice Conference Speaker: Long Term Care PAS Program National Bursar s Conference Ellucian LIVE SunGard Summit SACUBO MABUG Canadian Colleges & Universities Collection Conference Conference Director Man Up 2017 MABUG 2013

5 Operational Excellence has the goal to allow institutions to achieve financial sustainability by: 1. Developing a simple, cost-effective organizational structure 2. Procure quality goods and services at a lower cost 3. Support the productivity of staff through new tools and practices 4. Develop efficient policies and procedures.

6 Strategy People Technology Process

7 For the Student/Parent Make Every One Stop Transaction: Accurate, Timely, Intuitive & Convenient Admissions Financial Aid Housing/Meal Plans/Student Recreation/Athletics/Parking etc. Registration Tuition & Fee Assessment Student Account Payment/Refund/1098-T Personal Service ON-DEMAND Access Virtual Services For the University Virtual Services Delivery Lowest, Most Efficient $$/Transaction Free up Resources to Hold Hands & Land Helicopter Parents

8 Sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached.

9 Inputs Process Output

10 Bursar s Office Only Cashiering Process (Days) Student Services FA Posting to Student Account (Weeks) Difficulty/Complexity Timing Whole University Graduate TA Tuition Waiver (Months) Students, Alumni, Legislators etc. Implement Convenience Fee (Academic Year)

11 How Do You Decide What to Work on? Ask Your Staff Customer feedback What are your Headaches? Self-Assess: What You Do & How You Do it What is the Potential Payoff? Strategic/Broken Benchmarking Conferences Peer & Vendor Contacts Seek Out Quick Wins Goal: State of Continuous Improvement Roadmap for the Future

12

13 Secure: Executive Support Must Have Boss Support & Other Key Leaders Funding to Complete Project $$ to Finish What You Start Stakeholder Buy-in If Not Working for You. Will be Working Against You Decide: If You Can Lead Project or Require External Help Who Will Lead Project If Everyone s in Charge, No One is Who will be on the Project Team Timing/Degree of Difficulty

14 Communicate

15 Communicate

16

17 Communicate

18 When Will Team Meet? At Least Every 2 Weeks Standing time/place Project Meetings to Update & Coordinate Real Work in Smaller Teams Project Plan Should Guide Meetings Discuss Progress What are the Roadblocks? Resource Constraints? Agree on Tasks to be Completed Before Next Meeting Update Plan After (During?) Each Meeting Communicate Plan to ALL Stakeholders Post Plan & Other Documents to Shared Site Communicate

19 What is the Current State? What are you doing? How are you doing it? What are the results? Information Gathering Interview those involved in the process Data: Frequency/Duration for Baseline Flowchart all Steps Physically Observe What occurs Solicit Stakeholder Feedback Organizational 360 Ask Those doing the Work to Confirm Current State Communicate

20 Agenda Day 1 Tuesday, October 11th 8:00 am noon Time/ Session / Location Balancing, Reconciling & Feeding Student AR Transactions 1:00 pm 4:30 pm Assessing Tuition, Fees and Other Charges Day 2 Wednesday, October 12th Time/ Session / Location 8:30 am Noon Processing, Posting and Applying Payments and Credits (Student Waivers) 1:00 pm 4:30 pm Managing 3 rd Party Billing and Processing Installment Plans Suggested Participants Finance Office Registrar s Office Accounts Receivable Information Technology representative Finance Office Registrar s Office Accounts Receivable College Fee Committee or oversight board representative Information Technology representative Suggested Participants Finance Office Accounts Receivable Office Cashiering Manager Registrar s Office Auxiliary Services representation: Housing, Library, Parking, etc Financial Aid Office Information Technology representative Finance Office Accounts Receivable or Bursar s Office Financial Aid Office Information Technology representative Keys Strong Facilitator (Referee) What s Best for the University Issue Identification Not Issue Solving Participants All Stakeholder Groups Strategic & Operational Professional NOT Emotional If No Speak/No Attend Circular Room Setup Lot s of White Boarding Hopefully Achieve Consensus but Have a Tiebreaker (BIG Boss) Summarize all Major Discussions Recap Each Session at End Update Management (BIG Boss) DAILY Time Spent Together will Pay Dividends Communicate

21 Communicate

22 How Do you Measure Success? 1 Primary KPI Less than 5 Secondary KPIs Frequency & Duration Indicators Leading Indicators Predictive Lagging Indicators After the Fact While Initial KPIs Can be Manually Compiled Production KPIs Must Flow From Process Ensures that Process Changes Take Hold Develop Dashboards Communicate

23

24 Developed from Current State Info Use Same Techniques as Current State Process Secure Executive Approval/Funding Same Project Management Methods BPM Stakeholder Meetings Future State Revise KPIs (if appropriate) Revise Flow Charts Showing Efficiencies Develop Written Policies Set Realistic Implementation Schedule Thorough Vetting with: Staff Supporting Departments Stakeholder Sanity Check Communicate

25 Finalize Changes in Test Environment (Not Production!!) Pilot the Changes Start with Friendly Organization Fine Tune Plan Based on Feedback 2 nd Pilot with Difficult Organization Fine Tune Plan Based on Feedback Communicate Changes to ALL Stakeholders Roll Out Plan Group Like Organizations MUST Physically Support Changes on Site Don t be Afraid to Tweak Plan at ANY Point Monthly KPI Review/Publish Ensures No Backsliding Conduct After Action Review What Went Well/What Did Not Communicate

26 Communicate

27

28 Bill Edmunds Gentleman s C Higher Ed Consulting Principal Consultant It s not Business as Usual (804) gentlemanschigheredconsulting@gmail.com..