ea @ csu work process improvement (wpi) 2006 a balancing act to survive understand what we need to...

EA @ CSU

Work Process Improvement (WPI)

2006• A balancing act to survive

Understand what

we need to do

Promote what we

do & our outputs

Do Stuff /

Get results

• Enterprises are complicated and complex

• Everyone has a different view / perspective / window / frame / ref point

• How does it ever move ahead ?

• Should we simply accept that it does?

• We need something to talk at – a constant

http://www.bom.gov.au/nmoc/products/MSLP_B&W.shtml

• People• Committees• Events• Locations• Data• Procedures• Systems• Initiatives• Risk• Projects• Easy wins

• Regulations• Working Parties• Rules• Stakeholders• Hot Spots• Strengths• Weaknesses• Goals• Roles• Pain Points• Strategy

Organisational Overlays?

Organisational Constants?

Organisation Who

Location Where

Rules, Controls, Strategy Why

Events When

Things (assets, programs, subjects, …) What

Process How

Why Process?

• Apps are implementation of process

• Process is the hub …

• Map process to data, initiatives, org units, systems, goals, … > get good results

• We’re using process in enterprise modelling - loosely based on Holcman

A B C D E F G H12 *3 *4 * * *5 *6 *7 *89 *

These orgs do these processesThese are common processes done by many orgs

ORGANISATION

PROCESS

A B C D E F G H12 *3 *4 * * *5 *6 *7 *89 *

This goal impacts on these processesThese processes do nothing towards goal

GOALS

PROCESS

A B C D E F G H12 *3 *4 * * *5 *6 *7 *89 *

This process needs this dataThese processes need same data

Data collected noone cares about

DATA

PROCESS

A B C D E F G H12 *3 *4 * * *5 *6 *7 *89 *

The same processes uses diff systems

This system can do these processes

This process is not supported by a system

SYSTEMS

PROCESS

A B C D E F G H12 *3 *4 * * *5 *6 *7 *89 *

This goal impacts on these orgsThese orgs are working on these goals

A B C D E F G H A B C D E F G H1 12 * 2 *3 * 3 *4 * * * 4 * * *5 * 5 *6 * 6 *7 * 7 *8 89 * 9 *

These orgs use the same data This goal has no data about itThis data is important to X orgs This data is impacted by these goals

A B C D E F G H A B C D E F G H A B C D E F G H1 1 12 * 2 * 2 *3 * 3 * 3 *4 * * * 4 * * * 4 * * *5 * 5 * 5 *6 * 6 * 6 *7 * 7 * 7 *8 8 89 * 9 * 9 *

This org has these systems This system helps with X goals These systems use the same piece of data

These orgs have no systems These goals impact on these systems

These systems are used by This goal has no system

GOALS

ORGANIS

ATIO

N

DATA

ORGANIS

ATIO

N

DATA

GOALS

SYSTEMS

DATA

SYSTEMS

ORGANIS

ATIO

N

SYSTEMS

GOALS

• This goal impacts on these orgs• These orgs are working on these

goals• These orgs use the same data• This data is important to X orgs• This org has these systems• These orgs have no systems• These systems are used by• This goal has no data about it• This data is impacted by these

goals• This system helps with X goals• These goals impact on these

systems• This goal has no system• These systems use the same

piece of data

• These orgs do these processes

• These are common processes done by many orgs

• This goal impacts on these processes

• These processes do nothing towards goal

• This process needs this data

• These processes need same data

• Data collected no-one cares about

• The same process uses diff systems

• This system can do these processes

• This process is not supported by a system

• People• Committees• Events• Locations• Data• Procedures• Systems• Initiatives• Risk• Projects• Easy wins• Key Dates

• Regulations• Working Parties• Rules• Stakeholders• Hot Spots• Strengths• Weaknesses• Goals• Roles• Pain Points• Strategy• Inductions

PROCESS

PrepareTeaching strategies

Learning materials

Arrange Library, IT ,Lab resources

Select Students

Implement

Teaching - Practicums

Student Learning- Access resources

Course co-ordination – Determine student progress

Outcomes

Graduates

Graduate employment

Grad.further studies.

Performance related funding.

Scholarship of Teaching

Review

Course ReviewGraduate and Industry feedback

Evaluate Learning & Teaching

Core Processes Stream 1: LEARNING & TEACHING

Review

Review performance and priorities

Review partnerships

Evaluate RHD programs

Core Processes Stream 2: RESEARCH & GRADUATE TRAINING

Provide Human Resources/Attract high quality staff

Provide Financial Services

Manage Building and Infrastructure Develop Staff

Provide Student welfare services

Implement Risk Management Framework

Develop Strategic Plans

Develop Corporate and Operational

Plans

Governance Processes

Provide Business Process Support

Services (IT, Projects)

Develop Flexible Learning Solutions

Provide Student Administration

Services

Provide Accommodation

and Catering Facilities

Provide Library Services

Review Performance

Accredit

Accredit Courses

Accredit subjects

Determine Academic Regs./Standards /Graduate attributes

Determine Course and Discipline Profile

Provide Transport and Travel Services

Provide Secretariat Services

Develop Budgets

Prepare

Secure funding.Develop Partnerships.Develop resources – IT, Labs, Facilities.

Select Research Higher Degree(RHD) Students

Train supervisors

Implement

Conduct Research. Prepare theses

Supervise RHDs.

Outcomes

Publications, Reports,

External Application

Theses

Performance related funding

Plan

Determine policies,goals and priorities.

Select/Accredit Research concentrations.

Secure Government

Research funding (IGS, RFS, RIBG)

Manage Research Centres

Planning Processes

Marketing e.g.,-Manage alumni

-Manage enterprises

Manage Partners

Provide Learning Materials

Manage ChangeManage Corporate

communication

CouncilFulfil compliance

Reporting obligations

Ensure audit compliance

Ensure legal compliance

CSU Process Model

• Preliminary

• Conceptual

• Independent

• Primitive

• Stable

• Integrative

• Useful


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





Overlay•Systems


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





Overlay•Procedures

Develop Solutions

Build Services

Maintain & Improve Services(Change, Release, Config)

Maintain Relationships

Core 2: Provide & Maintain Infrastructure & Services

Retire / Replace Models

Core 3: Provide Advice & Strategy

Determine Requirements

Understand the Enterprise & Technology

Current

Future

Develop Models,

Standards & Information

Provide Advice, Strategy & Education

Optimise Models &

Advice

Research Ideas & Determine

Requirements

Core 1: Support Users

Retire / ReplaceServices

Manage Requests

Manage Incidents & Problems

Provide Service Desk

Understand Services &

Infrastructure

Ord

(3)

Approve

RFC (minor)

(2)

Obtain Stakeholder Endorsement

(1)

Submit Request for

Change (RFC)

Change

Representative

(9)

Implement Change

Change

Approvers

Change Manager

Change

Advisory Board

Change

Implementers

(4)

Approve RFC (major & medium)

(5)

Build & Test Change

Change

Authorisers

Change Management Process Workflow – Minor, Medium & Major Changes

(6)

Obtain Authorisation to Implement

(8)

OK & Schedule Implementation

(minor)

(7) OK & Schedule Implementation

(major & medium)

(10)

Seek Approval to

Close

(11)

Review & Close

(minor)

(12) Review &

Close (major & medium)


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





OverlayProject bids for 2006


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





OverlayApproved2006projects


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





Overlay•The List???


Learning materials


Select Students

Implement




Outcomes

Graduates

Graduate employment




Review




Review


Review partnerships










Plans






Services




Review Performance

Accredit

Accredit Courses

Accredit subjects





Develop Budgets

Prepare



Train supervisors

Implement


Supervise RHDs.

Outcomes



Theses


Plan



Secure Government



Planning Processes


-Manage enterprises

Manage Partners



communication





Overlay•Commonality

• Provide Services

• Support customers of those services

• Provide advice and strategy to CSU wrt their speciality

FM, SS, IT (all enablers)

Develop Solutions

Build Services

Maintain & Improve Services(Change,

Release, Config mgmt)

Maintain Relationships

Core 2: Provide & Maintain Infrastructure & Services

Retire / Replace Models

Core 3: Provide Advice & Strategy

Determine Requirements

Understand the Enterprise & Technology

Current

Future

Develop Models,

Standards & Information

Provide Advice, Strategy & Education

Optimise Models &

Advice

Research Ideas & Determine

Requirements

Core 1: Support Users

Retire / ReplaceServices

Manage Requests

Manage Incidents & Problems

Understand Services &

Infrastructure Provided

Provide Service Desk

But what are the processes?

And how good are they in the first place?

Method

• Determining and analysing stakeholders and process - loosely based on Burlton

• Collection by org unit (not ideal)

• Some reverse engineering of stakeholders

Burlton in 7 lines

• Consider your strategy • Understand your stakeholders in that context• Est interactions > core & enabling processes• Using your strategy and the above• Determine which process has the most pain• Determine which process has the most impact

(gain)• Map Pain vs Gain > To get initiatives &

priorities

NB

• This is the initiatives and priorities that process is informing you about

• You then need to consider this with all the other things that EA has thrown up – eg data, technology, roles, …

• Add them to “The List” – you are finding solutions to deep root causes and issues that need to be prioritised

WPI

• Mid 2005 Business Process Improvement

• Worked with OD – “please let us help”

• Became a project with CSU wide steering committee and a DVC Sponsor

Project

• Stage 1: Opportunity Identification

• Stage 2: Initiative implementation

• What are the key interactions between the Faculty/Division and internal and external stakeholders ?

• How effective are Core processes in managing those interactions ?

• What contribution do enabling processes

make and how effective are they ?

Project Resources• Concepts & Kick Off

– Contracted process analyst, DB and Org Devel P/T for 4-6 months

• Collection & Analysis– Contracted PM / lead process analyst– Contract BA– Internal trainee BA– P/T admin support– Est 12-14 months

Work Products

• Stakeholder models / Interaction tables• Process models (core, enabling, planning, governing)

• Core process health checks

• Issues ID and narratives

• Contributor matrices

• Process profiles / EA data collection

• Org unit summary reports

Issues• Delays in getting access to senior staff in

sectional areas.

• Competing strategic and tactical initiatives has drawn on peoples time (The List!!!)

• Workshop logistics – multi-campus etc

Issues• Expectation mgmt

– Collect process and leaving them with own initiatives

– It’s not about procedures

• Independence from Org structure

• Keeping momentum going over 12 months

• Conversion into the Enterprise Model

Process

OrganisationOwnerExpert

Stakeholder

Goals

Risk

Services

Issues

Data

Initiatives

Controls Systems

Events

Process Support Students

Details This process is all about how current students are supported through all facets of their experience at CSU

Custodian (the person responsible for the process across org boundaries)

Mary Gibson

Org Units (those who undertake the process or have a vested interest in it’s outcome)

Student Services Financial Services Student Admin Information Technology – sdesk Information Technology – LMC International Office Library Faculty Officers School Admin Staff Teaching Staff Special Consideration Committee Indigenous Education

Goals (A statement of intent based on the University Strategy)

Objectives (KPIs) (A plain English measurable statement based on the goals)

Strategies (The things we’ll do or the plans of how we’ll meet the objectives)

Provide integrated service

Provide a student experience

Ensure students don’t drop out

Ensure no student is disabdvantaged

Minimise drop outs Cut sep services to 3 No student to be two

redirects away from support person or service

Collate all existing contact data from all org units an analyse

Establish central contact point for all existing students support needs

Develop central website, phone number, …)

Spin Offs – Interim Report

• “Process reviews generating improved understanding within org unit as to internal and cross org processes”

• “Some org units are undertaking quick wins triggered by workshop engagements”

• “Growing appreciation that process improvement efforts should consider impacts across the org”

Spin Offs

• The patterns

• Services > Central help > Service Cat

• 2007-11 Strategic Plan

• Invites to other units for reviews / advice

• Application sharing

• Application Portfolio

Tips

• Use skilled facilitators – someone who knows process, done it, communicator

• Do your homework

• Prepare straw models

• Start with the advocates

• Make the connections to EA all the time

• It’s not about BPEL/SOA/… for ages

ORGANIS

ATIO

N

Uni

vers

ity C

oun

cil

VC

Offi

ce o

f V

C

Pla

nn

ing &

Au

dit

Hu

man

Reso

urc

es

Fin

an

cial S

erv

ices

Cam

pu

s H

eads

Rese

arc

h &

Gra

du

ate

Tra

inin

g

Depu

ty V

ice C

han

cello

r -

Aca

dem

ic

Aca

dem

ic S

en

ate

Facu

ltie

s

Sch

ools

En

terp

rise

s

CS

U T

rain

ing

Libra

ry S

erv

ices

CE

LT

Depu

ty V

ice-C

han

cello

r -

Adm

inis

trati

on

Div

isio

n o

f In

form

ati

on

Tech

nolo

gy

Div

isio

n o

f M

ark

eti

ng

Div

isio

n o

f S

tuden

t S

erv

ices

Div

isio

n o

f S

tuden

t A

dm

inis

trati

on

Div

isio

n o

f Faci

litie

s M

an

agem

en

t

CS

U I

nte

rnati

on

al

COMMIT

TEES

Au

dit

& R

isk

Com

plia

nce

& C

om

merc

ial act

ivit

ies

Corp

ora

te G

overn

an

ce &

nom

inati

on

s

Execu

tive

Aca

dem

ic S

en

ate

Sta

ndin

g

Learn

ing &

Tra

chin

g

Aca

dem

ic A

ward

s

Aca

dem

ic P

rogra

ms

Qu

alit

y A

udit

Board

of

Gra

du

ate

Stu

die

s

Con

sidera

tion

s fo

r S

peci

al A

dm

issi

on

Rese

arc

h M

gm

t

Un

ivers

ity M

edals

Facu

lty B

oard

s

Fac

Ass

ess

men

t

Fac

Cou

rse

Fac

Rese

arc

h

Fac

Hig

her

Degre

es

Sch

ool B

oard

s

SE

G

UC

PC

Bu

dget

Revie

w

Indig

en

ou

s E

du

cati

on

Web M

an

agem

en

t

VC

F

EO

&A

A

ES

&M

C

ILS

C

AS

C

T&LDetermine Course & Subject DirectionDevelop Courses and subjectsAttract StudentEnrol StudentTeach StudentGraduate StudentMaintain RelationshipResearchID Research NeedDevelop Research ProgramsConduct ResearchPublish ResultsApply ResearchEnablingProvide HRProvide Financial ServicesManage building & InfrastructureProvide Accommodation & Cateringprovide Information & TechnologyProvide Student AdministrationEnsure Quality

Support StudentsProvide Library ServicesAdminister & manage partner agreementsProvide project servicesDevelop flexible learning solutionsGovernanceManage riskDevelop strategic plansDevelop Corporate plansreport resultsreview performanceInstitutional HealthCreate responsive cultureensure ethical & effective govEstablish networks & alliancesAttract & retain high qual staffcreate positive work env

ea @ csu work process improvement (wpi) 2006 a balancing act to survive understand what we need to...

Documents

system slide

holcman slide

prioritised slide

constant slide

initiatives priorities

overlay procedures slide

overlay commonality

data data