Workflow Standards Manual Documentation Plan

Transcription

1 Workflow Standards Manual Documentation Plan Submitted by Bobbie Latham Texas Tech University Friday, October 19, 2007

2 Table of Contents Introduction.. 3 Purpose 3 Documentation Goals 3 Workflow Standards Manual Users. 4 Administrator Users. 4 Programmer and Workflow Team Member Users.. 5 Engaged Users. 5 Workflow Standards Manual Documentation Types 6 Document Outline 6 Document Layout (paper version) 7 Project Plan 7 Project Work Plan Table. 8 Appendices 9 Appendix A: Glossary of Terms 9 Appendix B: Workflow Activation Table.. 10 Appendix C: Workflow User Analysis. 11 Administrators. 11 Programmers.. 12 Workflow Team.. 13 Initiators 14 Approvers 15 Processors. 16 Requestors. 17 Page 2

3 Introduction Texas Tech University signed a contract with SunGard Higher Education, Incorporated (SGHE) in December of 2003, to purchase student record and financial aid software packages to record and track all student academic, state, and federal aid information. Finance and human resource software packages were purchased in early The integrated student, financial aid, finance, and human resource software packages make up the computer system called Banner. Once the Banner software implementation began, administrative officials and users saw a need for an electronic system for approving and tracking processes. SGHE marketed a product called Workflow. Texas Tech University purchased Workflow in the fall of Workflow is software that allows automation of business processes. It allows users to electronically pass documents, information, and/or tasks to other users for action according to a set of rules. Workflow is robust in that it works in conjunction with the Banner computer system. While documenting how to use Workflow is important, a Workflow standards manual for defining Workflow software activity creation is essential. Purpose The purpose of the Workflow Standard Manual is to provide a reference guide to users who will define Workflow activities for a specific area. The manual will include process integrity definitions and guidelines, user roles, standard Workflow activity naming conventions, and guidelines for submitting a request to create a new Workflow activity. The reference guide will include standard information that will be used consistently by all users. There are four ways in which a workflow activity may begin. These are described in detail in Appendix B. The four types of Workflow activity include: 1. Workflow initiated by change to pre-defined flagged data field in Banner. 2. Workflow initiated by user where a field(s) in Banner is updated by a processor. 3. Workflow initiated by user where software outside of Banner is updated by a processor. 4. Workflow initiated by change in pre-defined areas of non-banner software/databases. The manual will provide guidelines for users who need information pertaining to each of the four types of Workflow activity and the established Workflow standards of Texas Tech University. Documentation Goals The Workflow Standards Manual will serve as a reference guide for Texas Tech University employees. The goals of the Workflow Standards Manual are to: 1. Define Workflow activity data integrity. 2. Define Workflow user roles. 3. Define Workflow activity naming conventions. 4. Define the process for submitting a request for a new Workflow activity. 5. Define the security levels for the various users. It is important to note that Workflow security information is not available at this time. The decision making process for Workflow is not yet in the discussion phase. Page 3

4 The goals of the Workflow Standards Manual serve Texas Tech University employees by providing a reference for all uses of the Workflow software. The Workflow Standards Manual will be given to all employees during Workflow training and will be available online as a.pdf document on the ConnecTech (Banner Implementation) website located at Employees will be instructed on the manual s intended usage as well as how to search the online version of the manual. By providing the manual in paper and online formats, current administrators believe that users will become better informed and share that information with employees who believe a process is a good candidate for a Workflow activity. Workflow Standards Manual Users Three categories of Workflow users are identified: Administrators, programmer and primary Workflow team, and engaged. A user may be a member of each category depending on the role played in that member s department. For example a member of the administrator category may also be included in the engaged category where Workflow activities are initiated, approved, and/or processed. In addition, all three user categories may work together to initiate Workflow activity definition, construction, testing, and implementation. Administrator Users The Administrator group includes those Texas Tech University staff members who hold a position above that of department director. Administrators may include users who hold titles such as Associate Vice President, Vice President, Assistant/Associate Vice Provost, and Provost. Administrators make decisions about the Workflow software and any modifications requested by any user group. Administrators also receive requests from other campus users and approve or deny the creation of a new Workflow activity. The Administrator group is the decision making body for all activity surrounding Workflow. To make a decision about Workflow activity requests, Administrators need to know the following information: Definition and description of the proposed Workflow activity (what the activity will do). List of people involved in the activity and the role each will play (initiator, approver, processor). List of who will be affected by the activity (students, staff, faculty). Explanation of how the activity will enhance a work process (improve customer service by lessening the time it takes for a required form to be processed). The above request procedure will be a Workflow activity. Administrators will open the Workflow software and check their Workflow task box. When one administrator approves the request, the request is then routed to another administrator for approval. Administrators will have extensive knowledge about certain areas or departments that are a part of their division. For example, student record Workflow activity requests will be routed to the Vice Provost for Academic and Operation Services for approval. Several Administrators will be involved in the approval process regardless of the area or division impacted. The Associate Vice Chancellor for Information Technology will be involved in every new Workflow activity request because the Workflow software is maintained in that department and directly affects how the software is used. Page 4

5 Because Administrators have many tasks to complete each day, Workflow activity requests may take several weeks to approve or deny. Users requesting new Workflow activities need to be very specific when writing the requests and understand that the approval process may take up to ten working days. The more detailed the request, the quicker the Administrator will make a decision. Programmer and Workflow Team Users Programmers located in the department of Information Systems work in conjunction with the primary Workflow team to define workflow activities that impact the Banner computer system. Programmers are responsible for creating database triggers that automatically signal Workflow to begin a pre-defined activity. The primary Workflow team works closely with programmers to define the Banner data fields and the users who will be involved in the approval and action process. The Workflow team consists of a functional member from each of the modules defined for Banner use: information systems, student records, financial aid, human resources, finance, and student business services. The Workflow team members have extensive knowledge of all the policies, processes, and procedures for each area they represent. The Workflow team will define the process based on what is described in the approved new Workflow activity request. The programmers will program the Workflow software to execute the defined activity. If further information is needed to complete the definition and programming stage, the requestor will be contacted and needs will be discussed. Again, the request should be defined well enough where team members and programmers have no questions. Once the new Workflow activity is created, the Workflow team members will contact the requestor and ask that the activity be tested in the Workflow test environment. Once the activity is tested by the requestor and found to work correctly, the activity will then be placed in the production environment of Workflow for use. Because the definition, programming, and testing portion of the new activity request process requires specific attention to details, completion times will vary. Requestors must be aware of all the details surrounding the creation of a new activity. Again, the more detailed the request, the quicker the new activity will be created and distributed to the requestor for testing. Engaged Users Engaged users consist of three types of users: Initiators. Approvers. Processors. Initiators manually begin a Workflow activity by opening the Workflow software, choosing an activity, and submitting information to be electronically routed for approval and processing. Approvers receive electronic information to approve before the Workflow activity may either move to the next pre-defined approver or be processed by a specific staff member in a specific office/department. Processors receive the Workflow activity, once all approvals are given, and complete a specific action using the information documented in the Workflow activity (example: changing a student s major in Banner). Page 5

6 Engaged users may be data entry specialists, departmental supervisors or directors, advisors, Associate Deans, or any other Texas Tech University staff or faculty member. All Texas Tech University employees will have access to use Workflow if they are identified as an initiator, approver, or processor. Each category of the user groups described above is important. Any Texas Tech University employee may find that many roles may be played simultaneously or individually; depending on the specific Workflow activity. All employees may also play the role of requestor. A requestor is an employee who has a process that would become more effective as a Workflow activity. All users described above may be a requestor. An in depth user analysis of each category above is provided in Appendix C. Workflow Standards Manual Document Type The title of the document is Texas Tech University Workflow Standards Manual. The manual will serve as a reference guide for all employees at Texas Tech University who wish to create and/or use Workflow software. The manual will be available to users in paper form (booklet style) and in.pdf format. The document outline is shown in the following Table 1.1. Document Outline Page Cover Table of Contents About this Manual Process Integrity Access to Workflow User Roles Workflow Request Process Workflow Activity Naming Standards Description Title: Texas Tech University Workflow Standards Manual. Document version (beginning with 1.00) and version date. Each manual section, sub-section, and appendices will be listed with the page number. Will provide the purpose and the goals of the manual. Will include user responsibility in regards to using Workflow software in conjunction with Texas Tech University. Will describe: - Security. - Confidentiality. - Information access definitions. - Process Custodian information. Will detail Workflow user roles & responsibilities. Will detail the process for requesting a new Workflow activity. Will include user names of those involved in approval process as well as programmers and team member for specific module. Will detail Workflow activity name standards for each module (finance, HR, etc.) at Texas Tech University. Because Workflow planning is in the initial stages (we do not have Workflow software loaded on any computer) and the training for team members will not happen until November 2007, the above manual sections defined are limited. Other sections will be added when training is complete and decisions are reached at the highest level. Page 6

7 The document layout will follow the standard set by the Texas Tech University Data Standards Manual, version 1.00 dated February 12, The layout will be updated to match the Data Standards document when future versions are released. Document Layout Paper version Layout Page Size Column Specifications Table Specifications Description Size: 8 ½ x 11 (Letter size) Orientation: Portrait Left & Right Margin: 1 inch Top & Bottom Margin: 1 inch Font: Arial Heading Font size: 14 point, bold Table text size: 12 point Gutter between 0.15 columns: Gutter between rows: 0.15 Body Style Specifications Table Caption: Text style: Test size: Text font: Section & other headings: Task Names Steps Arial, 14 point, bold Normal 12 point Times New Roman Arial, 14 point, bold Times New Roman, 13 point, bold Times New Roman, 12 point, bold and italic Table 1.1 The document layout specifications described above are for the print version only. The online layout specifications will be documented after they are provided by the Texas Tech University Data Standards Committee. The Committee will meet in November of Project Plan The project to create the Texas Tech University Workflow Standards Manual is on schedule. Table 1.2 details the project work plan from October 19, 2007 forward. Page 7

8 Project Work Plan Event Begin Date End Date People Involved Documentation Plan (Draft) 10/19/07 Bobbie Latham Dr. Brian Still Workflow Team Meeting Workflow Team: - Discuss Documentation Plan Bobbie Latham - Discuss user roles. Jim Anderson - Discuss Workflow activity naming conventions. 10/22/2007 NA Lisa Mills Steve Sutton - Discuss Workflow security measures. Jeff Hagins Janet May Edit Documentation Plan 10/23/07 11/06/07 Bobbie Latham Draft Workflow Standards Manual 10/23/07 11/11/07 Bobbie Latham Present draft of manual to Workflow Team 11/14/07 NA Bobbie Latham Edit manual based on Workflow Team Recommendations 11/14/07 11/18/07 Bobbie Latham Test and Evaluate Manual 11/19/07 11/21/07 Workflow Team & Potential Users Edit and Re-write Manual 11/21/07 12/06/07 Bobbie Latham Submit Manual to Project Steering Committee for approval Create.PDF version of manual 12/15/07 Jeff Hagins Upon approval Bobbie Latham Table 1.2 The Workflow Standards Manual will be presented in draft form to the Workflow team. The recommendations from the team will be incorporated into the manual. This project will not end with the final draft of the manual. Once the manual has been tested and edited, the final Workflow team version will be submitted to the Project Steering Committee for approval. Once approval is given, the.pdf version of the manual will be made available on the ConnecTech website. It is important to note that Workflow user training will happen in December. The specific date has not yet been set. Another important month in the Workflow software implementation schedule is March That is the intended date for Workflow to be available for Texas Tech University employees to install and use the software. Drafting, testing, editing, and then finalizing the Workflow Standards Manual prior to the first user training is important because the manual must be included as a part of the initial training. This documentation plan will evolve over the next few month; however, it will provide a guide for creating the Workflow Standards Manual. Page 8

9 APPENDIX A Glossary of Terms ConnecTech the official name given to the Texas Tech University Banner implementation project. The project also includes all other software that integrates with Banner. Workflow is included. Modification any change to the Workflow software programming language that was not delivered with the product. Module general term used to describe an area at Texas Tech University. These include but are not limited to: Student Records, Financial Aid, Student Business Services, Finance, and Human Resources. Process Integrity the end result of the Workflow activity will be a logical progression of the individual process from which it is derived. Trigger the action of adding text to a pre-defined data field that signals to begin a workflow activity process. Workflow Production Environment the Workflow software that is used to route live Workflow activities. Workflow Test Environment the Workflow software that is used for testing purposes only. Page 9

10 APPENDIX B Workflow Activation Table Trigger Workflow Example Workflow initiated by change to pre-defined flagged data field in Banner. Workflow initiated by TTU user. Workflow initiated by TTU user. Workflow initiated by change in pre-defined areas of non-banner software/databases. Electronic information follows a pre-defined process for approval. 1. Follows pre-defined approval process. 2. Data field is updated in Banner (manual or automatic). 1. Follows pre-defined approval process. 2. Process is completed with some action outside of Banner. 1. Follows pre-defined approval process. 2. Process is complete by update of Banner field (manual or automatic). A suspended student reapplies to TTU and admission personnel enter a code of SA in the apply code data field in Banner. A workflow activity begins where an action item appears in a designated college staff member s Workflow task inbox. The staff member must then approve or decline the re-admission of the student. This information is sent electronically back to admission personnel who inform the student of the college s decision. A faculty member wants to give a student a grade of I. The faculty member opens Workflow software, chooses the Grade of Incomplete Workflow, completes the form, and clicks on the submit button. The form is then electronically routed to the student s Dean s office for approval and then on to the Office of the Registrar for processing. The OR logs onto Banner, records a grade of I for the specific class and term, and the student, faculty, and Dean s office is sent an that the I is recorded. Student visits the Provost s office and signs the Graduate On Time (GOT) contract. Danay Phelps, senior administrator in the Office of the Provost, initiates a workflow to send this information and an imaged copy of the contract to Yolanda Camunes in the Office of the Registrar. Yolanda receives the activity in her Workflow task inbox. She imports and indexes the signed GOT contract into Xtender, the student record imaging system. Once the image is available in Xtender, notification is sent to Danay Phelps to indicate the action is complete and the student s academic Dean that the student has signed a GOT contract and the document is ready for viewing Xtender. A room in a campus building is filled with new furniture and the information is entered into the TechShare database. This initiates a workflow approval that goes to Kay Dowdy, Director of Academic support Facilities, who approves the addition and then enters the new information into Banner for future room scheduling and state reporting needs. Page 10

11 APPENDIX C Workflow User Analysis Administrators Job Description The administrator approves or denies new Workflow activity requests. Administrators may call Workflow team members and/or user requestors for clarification if the request is not specific. Work Objectives The administrator must know how to use Workflow to view the personalized Workflow task inbox to retrieve new Workflow activity requests, make a decision, and route the decision for specific activity. Information Needs Knowledge of specific area of TTU (finance, HR, etc.) is high. Administrators understand the many processes and procedures that happen in the departments under their supervision. Administrators have the basic computer skills and Banner and Workflow software knowledge that are needed to process new Workflow activity decisions. The Administrator will use Workflow to process decisions as well as initiate, approve, and/or process a Software Environment specific Workflow activity. Administrators will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the three user categories and two manuals will be accessible on the Texas Tech University Banner Implementation website: 1) Workflow Standards Manual; 2) Workflow User s Guide. Workflow software will make processes that are now paper-based an electronic process with a tracking system. Processes will be completed more efficiently. User Tasks Approve or deny new Workflow activity requests. Approve or deny Workflow software modification requests. Page 11

12 APPENDIX C (continued) Workflow User Analysis Programmers & Workflow Team Programmers Job Description The programmer works in the operating system of the software to create changes to the software. Programmers also program triggers to initiate a workflow activity. Programmers work closely with Workflow team members to create workflow activities for TTU staff who request them. Work Objectives The programmer must know how to program within the Workflow software to create changes and triggers. The programmer must also have good communication skills to discuss new Workflow activity requests with Workflow team members. Knowledge of the Workflow software from the functional side is also essential. Information Needs Knowledge of programming language of Workflow is high. Programmers understand the many processes and procedures that must be complete before programmatic changes are made. Programmers have the extensive computer programming skills related to Banner and Workflow software. The programmer will use Workflow to test new activity requests prior to sending to the Software Environment requestor for testing. Programmers will access Workflow software through programming editing software (to be determined). Programmers will be trained by SunGard Higher Education technical consultants. User Tasks Make changes to Workflow software environment. Create triggers in Workflow and in Banner to initiate Workflow activities. Test new workflow activities prior to sending to requestor for testing. Coordinate with Workflow team to answer functional questions regarding new workflow requests. Page 12

13 APPENDIX C (continued) Workflow User Analysis Programmers & Workflow Team Workflow Team Job Description Work Objectives Information Needs Software Environment The Workflow team members works with programmers. Workflow team members also coordinate with TTU staff who request new Workflow activities so that the activity created is what the user needs. Workflow team members may be called by Administrators who need clarification concerning a new Workflow activity request. The Workflow team members must understand how to use the Workflow software. Workflow team members must also know how to use Banner and any other outside software that may include a Workflow trigger. The Workflow team members must also have good communication skills to discuss new Workflow activity requests with requestors, administrators, and programmers. Knowledge of the Workflow software from the functional side is essential as team members will help train other users (initial and ongoing training). Workflow team members are subject matter experts in each of their areas (finance, student records, etc.). Each team member intimately understands all the processes, policies, and procedures in their area. They have historical as well as current knowledge of how the area works and why it works that way. They not only understand the details of all users in their area but also understand how their area fits with all other areas at Texas Tech University. This knowledge will enable effective communication with Administrators, requestors, programmers, and those who initiate, approve, and process. Workflow team members will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the Workflow team members specifically. Workflow team members will then help train all other users and serve as consultants to help users with problems in the future. Team members will be involved in ongoing training provided for employees new to TTU and those who want to attend refresher training. User Tasks Coordinate communication and work activities with programmers, administrators, and requestors to create new Workflow activities. Help train any TTU employee who might want to know about and/or use Workflow software. Review Workflow standards periodically to include updates. May initiate, approve, and/or process established Workflow activities. Page 13

14 APPENDIX C (continued) Workflow User Analysis Initiators, Approvers, Processors Initiators Job Description The initiator is a TTU employee who begins a Workflow activity using Workflow software. Work Objectives The initiator must know how to use Workflow software. Basic computer skills are needed to open a web browser. The initiator knows how to open Workflow, find the activity, and begin the activity. The initiator knows to whom the activity will be routed and what will happen at each stage of approval through to the completion of the activity. Information Needs The initiator knows the Workflow activity name and how to begin that activity. The initiator also understands who is involved in the activity and what happens at each stage of the activity approval by how many staff members and who is processing the approved activity. This understanding is essential so that the process may be Software Environment tracked and completed efficiently. Initiators will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the initiators and two manuals will be accessible on the Texas Tech University Banner Implementation website: 1) Workflow Standards Manual; 2) Workflow User s Guide. Workflow software will make processes that are now paper-based an electronic process with a tracking system. Processes will be completed more efficiently. User Tasks Initiate Workflow activities when needed. Understand all stages of an activity. Know all TTU employees involved in the initiated activity. Know how to access tracking information for a specific activity. Page 14

15 APPENDIX C (continued) Workflow User Analysis Initiators, Approvers, Processors Approvers Job Description The approver is a TTU employee who approves a Workflow activity using Workflow software. Work Objectives The approver must know how to use Workflow software. Basic computer skills are needed to open a web browser. The approver knows how to open Workflow, find the Workflow task inbox, and approve or deny the activity. The approver knows how the activity was initiated and to whom it will be routed. The approver also knows what will happen at each stage of the activity through to the completion. Information Needs The approver knows the Workflow activity name and how to approve/deny that activity. The initiator also understands who is involved in the activity and what happens at each stage of the activity approval by how many staff members and who is processing the approved activity. This understanding is essential Software Environment so that the process may be tracked and completed efficiently. Approvers will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the approvers and two manuals will be accessible on the Texas Tech University Banner Implementation website: 1) Workflow Standards Manual; 2) Workflow User s Guide. Workflow software will make processes that are now paper-based an electronic process with a tracking system. Processes will be completed more efficiently. User Tasks Approve or deny Workflow activities when needed. Understand all stages of an activity. Know all TTU employees involved in the initiated activity. Know how to access tracking information for a specific activity. Know what happens when an activity is approved. Know what happens when an activity is denied. Page 15

16 APPENDIX C (continued) Workflow User Analysis Initiators, Approvers, Processors Processors Job Description The processor is a TTU employee who processes a Workflow activity using Workflow software once all approvals are documented. Work Objectives The processor must know how to use Workflow software. Basic computer skills are needed to open a web browser. The processor knows how to open Workflow, find the activity, and begin the activity. The initiator knows to whom the activity will be routed and what will happen at each stage of approval through to the completion of the activity. Information Needs The processor must know how to use Workflow software. Basic computer skills are needed to open a web browser. The processor knows how to open Workflow, find the Workflow task inbox, and read what activity process. The processor knows how the activity was initiated and to whom it will be routed for approval. The processor also knows what will happen at each stage of the activity Software Environment and knows what to do to process the approved activity. Processors will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the processors and two manuals will be accessible on the Texas Tech University Banner Implementation website: 1) Workflow Standards Manual; 2) Workflow User s Guide. Workflow software will make processes that are now paper-based an electronic process with a tracking system. Processes will be completed more efficiently. User Tasks Process Workflow activities when approved. Understand all stages of an activity. Know all TTU employees involved in the initiated activity. Know how to access tracking information for a specific activity. Know what to do to complete the process approved in the activity. Page 16

17 APPENDIX C (continued) Workflow User Analysis Requestors Job Description The requestor is a TTU employee who requests a new Workflow activity be created using Workflow software. Work Objectives The requestor must know how to use Workflow software. Basic computer skills are needed to open a web browser. The requestor knows how to open Workflow, find the Workflow activity request, and document all information that is needed for Administrator approval. The requestor knows is able to document the stages, the people involved, and the end result of a requested activity. Information Needs The requestor must know how to use Workflow software. Basic computer skills are needed to open a web browser. The requestor is a subject matter expert in the process that is being requested for Workflow. The requestor knows how the activity will be initiated and to whom it will be routed for approval. The requestor also knows what will happen at each stage of the activity and knows what to do to process the approved activity. The requestor is successful at documenting the new Workflow activity from the Software Environment beginning of the process to the end. Requestors will access Workflow software through a web browser on their work computers. Training for Workflow software will be provided for the requestors and two manuals will be accessible on the Texas Tech University Banner Implementation website: 1) Workflow Standards Manual; 2) Workflow User s Guide. Workflow software will make processes that are now paper-based an electronic process with a tracking system. Processes will be completed more efficiently. Requestors will understand what information is needed to successfully request a new Workflow activity. User Tasks Document new Workflow activities. Understand the time it will take for the new Workflow activity to be approved and then to be created. Understand all stages of an activity in order to communicate with programmers and Workflow team members during production. Know all TTU employees involved in the requested activity. Page 17