doing more with less

9
Doing More with Less A case study in technology process improvement

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Presentation for Maricopa's 2011 Teaching and Learning with Technology Conference, by Ben Archer, Victor Navarro, and Mark Schufletowski.

TRANSCRIPT

Page 1: Doing More with  Less

Doing More with LessA case study in technology process improvement

Page 2: Doing More with  Less

The college of you.

Project Overview Project Background

Challenges Previous project

(’99)

Key Business Processes

Pilot

Core Functions

New Employee Setup (Pilot)

Employee Exit

Fulfill Classroom Software Request

Track Software License

Asset Managemen

t

Receive Asset

Update Asset Location

Decommission Asset

Page 3: Doing More with  Less

The college of you.

The 4 P’s of Team Makeup Including key stakeholders

is essential Process requestors

Problem customers

Programmers

People who execute the work

Page 4: Doing More with  Less

The college of you.

Process Improvement Demo

Page 5: Doing More with  Less

The college of you.

Sample Process 1: New Employee Setup

Business problems: Too many handoffs Time to completion Dropping the ball Communication &

transparency

Process defines the tool Custom Remedy

workflow

People problems

Get as close to agreed-upon process as possible

Page 6: Doing More with  Less

The college of you.

Sample Process 2: Course Software Request

Based on faculty liaisons for individual rooms

Not scalable

Problematic for rooms shared by divisions

Software not removed

Major pain point for semester startup

Based on linking courses to software needs

Extremely scalable

Automatically handles shared rooms

Software can be flagged for removal if not used

Will auto-update for new sections, class room moves, etc.

Old System New System

Page 7: Doing More with  Less

The college of you.

Lessons Learned Define business problem(s)

Process defines the tool

You can’t solve people problems with processes

Get as close to agreed-upon process as possible

Steps Process

Page 8: Doing More with  Less

The college of you.

Summary Customer and stakeholder

involvement

IT is a customer-centered service

ITIL People/Process/Tools

Organizational Process Analysis Team

People

ProcessTools

Page 9: Doing More with  Less

The college of you.

Get more at: techfest.weebly.com

Questions?