using process control to ensure quality

Using Process Control to Ensure Outstanding Service and Quality Michael Lorenz, Executive Director/University Registrar, Kaplan UniversityWCET Annual Conference, October 2009

Property of Kaplan Higher Education

Proprietary institution; Kaplan, Inc (WPO) Ten campuses, online division, law school Approximately 65000 students Five core values

Integrity Knowledge Support Opportunity Results

Committed to quality: Process Improvement Team Deployment and management of KU’s Six Sigma (DMAIC, etc.), BPM,

and other improvement disciplines “Student Experience BPM”: an end-to-end review of the student

lifecycle


Case Study: Office of the Registrar

High volume, high variety, low tolerance for error Service-oriented Large staff

Business Process Management (“BPM”): Deployment: November, 2007 Expanded: March, 2009 Ticketing deployment January, 2008

Results: 63% improvement in SLA performance $$$ saved in labor and operational costs Marked decrease in average Cost Per Unit Improved staff engagement and tenure


What did we start with?

• Some SOP documents• Talented (but frustrated) staffers• A belief that our turnaround times were satisfactory• Manually-tracked volume and performance data• Budgeting/staffing based on guesses and estimates


What did we do first?

• Dropped defenses• Turned attention from outputs to inputs• Mapped, measured, managed


MAP Mission Process Steps and Flow and SIPOC Customer & Process Requirements

MEASURE Data Collection Plan Measurement System Analysis Performance Dashboards Statistical Process Control

MANAGE Control Plan Failure Modes & Effects Analysis Identify Project Charters & Next Steps:

o Process Simplification/ Leano Project Mgmt. o Performance Mgmt. (DMAIC)


Voice of the Customer (what do they want?) converted to “Critical to Quality” (how do we measure what they want?)

e.g.,

1.Customer says, “I want this faster”

2.We turn this into “I want this in 2 business days”

VOC to CTQ


2.5.9 (KULC 7.3): Change of Program (COP), Process

2.5.9.1 Validate 2.5.9.2 Process 2.5.9.3 Process 2.5.9.4 Complete 2.5.9.5 Run Customer Requirements

Fin

anci

al A

idP

LAC

Pro

cess

R

equi

rem

ents

Reg

istr

ar’s

of

fice

Aca

dem

ic

Adv

isin

g

Submits EA to hub and opens Artemis

ticket

Process program change in CVue

Process program change in

Customer Care

Route subticket to PLAC

Validate request/EA for start date,

program and signatures,

requirements

Run CVue transfer wizard before new

termYes

No

Q: 100% of COP tickets processed correctly by RO

Q: 100% processed within SLA

V: reduce rework by 50% due to too many process steps

Q: 100% of process completed correctly

Q: 100% of processing is correctly performed

Q: 100% of processing is done within SLA

V: 100% tickets sent to RO represent correct request



T/C: “50%” reduction in time/cost

V: 100% of queue processed


Complete ticket

V: 0% tickets sent to PLAC are duplicates



Q: 100% of COP tickets processed correctly by RO


V: reduce rework by 50% due to too many process steps

Q: 100% of process completed correctly

V: 100% notification to FA

Q: 100% of COPs processed correctlyNotification is

passive (must be

addressed!)


FMEA and Response PlanID the process steps ID the Key Process Inputs? ID the w ays the Key Inputs can go w rong? What is the impact on the Key Output

Variables (Customer Requirements) or internal requirements?

What is the Severity of the effect to the customer?

What causes the Key Input to go w rong?

How often does cause or FM

occur?

Existing controls and procedures (inspection and test) that prevent Causes or the Failure Modes? Include SOP numbers.

How w ell can you detect cause or

Fail Mode?

Actions that reduce occurrence of the Cause, or improve detection?

Actions on high RPN items or easy fixes only.

Responsible Party for the recommended action?

What are the completed actions taken w ith the recalculated RPN? Be sure to include completion month/year

Process Step Key Process Input Potential Failure Mode Potential Failure EffectsSEV

Potential CausesOCC

Current ControlsDET

RPN

EOC

Actions Recommended Resp. Actions TakenSEV

OCC

DET

RPN

2.5.9.1 Validate: Request and Materials Artemis Ticket Volume: we could not get all tickets from Advising

We will not process all requests: COPQ impact

3 System error 3 None 9 81 TBD Process owner

2.5.9.1 Validate: Request and Materials Artemis Ticket Volume: we get too many (incorrect) tickets from Advising

We waste time denying requests: waste of time/cost

6 Human/training error 9 None 1 54 Retrain advising Advising/RO

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: we err in review and deny a correct request

We annoy student and advisor: COPQ impact

9 Human/training error 3 None 3 81 Retrain RO staff, frequent catalog refreshers

Process owner

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: we err in review and approve incorrect request

We violate policy: cost of complaince violation/finding


Process owner

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: we overlook graduate-level GPA requirement for COP

We annoy student and advisor: COPQ impact


Process owner

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: we overlook program-specific document requirements

We violate policy: cost of complaince violation/finding


Process owner

2.5.9.2 Process: Program Change in Cvue Passed Validations Volume: we fail to process in Cvue Student is not fully COP'd: COPQ impact

6 Human error 1 None 9 54

2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Choose something other than "To enrollment"

Wrong transfer processed, revenue to wrong CC, etc.: lcal revenue impact

6 Human error 1 Hard to proceed: new screens will appear

1 6

2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: skip "new" button before hitting "next"

COP will be processed incorrectly : COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Cvue Step 2 "degree" button unclicked

COP will be processed incorrectly : COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: wrong status selected Student record will refelct wrong status: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Wrong program version selected Student will enter wrong program version: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Wrong start date selected Student will not be queued for correct start: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: wrong version start date selected Student will not be queued for correct start: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: wrong shift selected Student will not be queued for correct start: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: wrong grade level Student could be mis-packaaged: COPQ impact


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Area of study selected Uncertain, as this is unsupported functionality


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: IPEDS box checked Uncertain, as this is unsupported functionality


2.5.9.2 Process: Program Change in Cvue Passed Validations Quality: Cvue Step 3 "start term slected incorrectly

Student will not be queued for correct start: COPQ impact


Process Step & # Input Situation or Waste

Current Performance

or RPN Response Planned

Effort (Low- High)

2.5.9.5 Run: Transfer Queue Changed Program in Cvue Quality: processing a COP for an LOA student:: COPQ impact 162 Retrain advising Low

2.5.9.1 Validate: Request and Materials Artemis Ticket Volume: w e could not get all tickets from Advising : COPQ impact 81 TBD Low

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: w e err in review and deny a correct request : COPQ impact 81 Retrain RO staff, frequent catalog refreshers Low

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: w e err in review and approve incorrect request: COPQ impact 81 Retrain RO staff, frequent catalog refreshers Low

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: w e overlook graduate-level GPA requirement for COP: COPQ impact 81 Retrain RO staff, frequent catalog refreshers Low

2.5.9.1 Validate: Request and Materials Artemis Ticket Quality: w e overlook program-specif ic document requirements: COPQ impact 81 Retrain RO staff, frequent catalog refreshers Low

2.5.9.5 Run: Transfer Queue Changed Program in Cvue Quality: w e process other campus (037) COPs: w aste of time/cost 27 Create CVue Block? Or improve visibility to them High

From Goals tab Consider a means of preventing simple evals from going to PLAC--RO, PLAC Train RO Staff to perform "proto evals" High

From Goals tab Consider a means of eliminating the COP enrollment agreement--RO, Adv Eliminate EA High

From Goals tab Consider using the "perform document check" function in CVue Transfer Wizard.--RO Leverage additional CVue functionality High

From Goals tab Shorten program version names to make them visible in pulldow ns--RO Edit PV names in CVue Low

From Goals tab Solve for problem around auto-association of courses and manual revision--RO Leverage additional CVue functionality High

From Goals tab Fix missing courses in open elective pull dow ns in CVue.--PLAC Further ref inement of CVue Low

From Goals tab Find method of notifying FA of COP.--FA Leverage additional CVue functionality High

From Goals tab Set default checkboxes in Transfer Wizard, to reduce clicks, error opportunities--RO Leverage additional CVue functionality High


Ticketing

• Proprietary system• Replaced emails, calls, post-it notes• Codified process, eliminated variation• Enabled

- Interdepartmental ticketing- SLA management - Reporting and dashboards- Control charts and statistical process control


Quick wins for you

• Map/Measure/Manage is “free”• Identify your customers and provide what they want, not

what you think they want• Have frank conversations with your suppliers


using process control to ensure quality

Technology

proprietary institution

codified process

map mission process

sla performance

dashboards control charts

ticketing deployment

registrar high volume

management of kus