doing more with less
DESCRIPTION
Presentation for Maricopa's 2011 Teaching and Learning with Technology Conference, by Ben Archer, Victor Navarro, and Mark Schufletowski.TRANSCRIPT
Doing More with LessA case study in technology process improvement
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
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
The college of you.
Process Improvement Demo
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
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
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
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
The college of you.
Get more at: techfest.weebly.com
Questions?