body, mind and soul the leiden university blackboard quality model body, mind and soul the leiden...
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Body, Mind and Soul
The Leiden University Blackboard Quality Model
.... or ....
How we Created a Strong Body with an Intelligent Mind and a Sparkling Soul to Improve the Quality of Service, Control Cost and Manage Expectations
Patrick Klaassen
Product & Process Manager Blackboard
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Where are we?
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Who are we?
• Founded in 1575
• 17.000 students
• > 3000 Courses
Quickfacts:
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
And now the serious stuff .....
Blackboard Quality Management
... Body, Mind and Soul
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Why Quality Management?
Highly dynamic and demanding environment:
• Increasing Blackboard usage (every year)
• 70% of our Educational Business Processes supported by Blackboard
• Increasing demands for service & innovation from our users
• Need to control costs, deliver high quality services & account for the choices we make
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Declining Quality of Service, loss of motivation
Actual Situation
• Many organizational units involved in providing Blackboard service: Roles, Tasks & Responsibilities not clear
• Hierarchical lines and organizational interests prevailed
• Lack of procedures: strongly improvizing organization
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Our Solution .......
• Creating a strong Body
• Giving it an intelligent Mind
• And a Sparkling Soul
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Step 1: Creating a Strong Body
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Creating a Strong Body
Faculty Blackboard Organizations
Central Blackboard Organization
Computer Center
Pedagogical Center
End Users
The Body
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
SLA
Faculty BlackboardOrganizations
Product & Process Mgr.System Owner
SLAConditions Services
Money Services
Computer Center
IT-Supplier
Money Services
Pedagogical Center
Support Provider
SLA
End users
SLAMoney Services
Provider
Blackboard Management Organization
Services
Creating a Strong Body
Customer SupplierRelationships between Organizational Units
Bb Mgmt Organization provides ALL Bb services to faculties
Bb Mgmt Organization uses different suppliers to provide services
Service delivery based on SLA’s
The Body
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Step 2: Creating an Intelligent Mind
....Working intelligently together
on 3 key areas
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Faculty BlackboardOrganizations
Product & Process Mgr.System Owner
Computer Center
IT-Supplier
Pedagogical Center
Support Provider
End users
Provider
Blackboard Management Organization
Service L
evel Man
agemen
t
Ch
ange M
anagem
ent
Incid
ent M
anagem
ent
Creating an Intelligent MindThe Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
1. Service Level Management – How to make sure the services provided are the services needed?
Bb Mgmt Organization
Faculties
Supliers
Services Conditions
Services Money
Users
Services
SL
AS
LA
Towards a demand driven Blackboard Organization
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
1. Service Level Management – How to make sure the services provided are the services needed?
Bb Mgmt Organization
Faculties
Supliers
Services Conditions
Services Money
Users
Services
SL
AS
LA
• Blackboard Mgmt organization <=> Faculties
• Blackboard Mgmt organization <=> Suppliers
- Create Service Catalog
- Specify Service Demands based on Service Needs of Faculties - SLA with Supliers based on Service Demands - Mesure and evaluate Services delivered
- Analyse relationship Blackboard Business processes
- (De)sign & evaluate SLA’s with faculties
- Define Service Needs, Service Levels and Conditions
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
2. Change Management – How do we cope with innovation?
Towards a structured way of accounting for, planning, budgetizing and implementing new Services
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
2. Change Management – How do we cope with innovation?
• Request for a Change
• Accept & Publish RFC
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
•
Change ManagementThe Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
2. Change Management – How do we cope with innovation?
• Request for a Change (everyone)
• Accept & Publish RFC (Change Manager)
• Quickscan & Categorize (S/M/L) (Change Manager)
• Decision Making & Planning (based on RFC’s)
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
2. Change Management – How do we cope with innovation?
SMALL: ASAP > Change Manager > Paid from our annual Bb budget
MIDDLE: every 3 months a new release > Change Advisory Board > Paid from our annual Bb budget
LARGE: every year > IT Strategy Board >Paid from a central IT Innovation budget
Yearly Bb Project calendar
Decision Making & Planning (based on RFC’s)
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
2. Change Management – How do we cope with innovation?
• Request for a Change (everyone)
• Accept & Publish RFC (Change Manager)
• Quickscan & Categorize (S/M/L) (Change Manager)
• Decision Making & Planning (based on RFC’s)
• Implementing, testing and evaluating
The Mind
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
3. Incident Management – How do we provide support?
The Mind
SLA
Faculty BlackboardOrganizations
Product & Process Mgr.System Owner
SLAConditions Services
Money Services
Computer Center
IT-Supplier
Money Services
Pedagogical Center
Support Provider
SLA
End users
SLAMoney Services
Provider
Blackboard Management Organization
Services
First Line support: Faculties => Students & Teachers
Second Line support: Pedagogical Center => Faculties
Third Line support: Computer Center => Pedagogical Center
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
Step 3: Giving the Body besides a Mind a Soul
…. Communication and Community Building
The Soul
How to keep happy members
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Body, Mind and SoulThe Leiden University Blackboard Quality Model
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• 2 weekly workmeetings with faculties
• Weekly workmeetings with computer center
Body, Mind and SoulThe Leiden University Blackboard Quality Model
Thank You for Your Attention!
Patrick KlaassenProduct & Process Manager Blackboard
22/22