lean process redesign
DESCRIPTION
LEAn Process redesign. Who are we?. Yavapai CollegE Prescott, AZ smj-2013. Project Purpose. To streamline the following student services processes and systems to deliver higher levels of service and to increase customer satisfaction: Admissions Registration F inancial aid - PowerPoint PPT PresentationTRANSCRIPT
LEAN PROCESS R
EDESIGN
WHO A
RE WE?
YAVAPAI COLLEGE
PRESCOTT, AZ
SMJ-2013
PROJECT PURPOSE
To streamline the following student services processes and systems to deliver higher levels of service and to increase customer satisfaction:
Admissions
Registration
Financial aid
Payment
PROBLEM STATEMENT
Our systems and processes are not maximizing our resources for optimal customer service.
LEAN TEAM MEMBERS
Business Office
Enrollment Services
Financial Aid
ITS
Registrar
Dean Student Services
Director, Academic Advising*
Manager, Academic Systems*
WHAT IS LEAN?
“… Lean is an approach to organizational improvement that focuses on process speed and efficiency. It does this by a relentless search for all kinds of waste in the functions the organization performs. This waste is generally identified as non-value-add tasks, process steps, review cycles, reporting requirements and personnel practices that distract and take away from the absolutely essential functions the organization must perform. By identifying and eliminating these non-value-add activities, the organization decreases costs and shortens the time required to deliver goods and services to its customers …” http://strongamericanow.org/about/lean-six-sigma
GENERAL LEAN OVERVIEW
Basic steps:
• Identify process(es) to change
• Identify owner(s)
• Identify group needed to review
• Map processes
• Identify changes needed
• Implement
GOALS/OBJECTIVES
Increase process efficiency to deliver improved internal and external services to our customers with existing resources.
CURRENT STATE OVERVIEW
Process What we learned
Identified where students are getting hung upWe saw how what happens in one department
impacts another Brainstormed ideas for future improvement
CURRENT STATE MAP
IMPROVEMENT OPPORTUNITIES
Yavapai :Establish residency/tuition rate during admissions Improve reset password process Improve communication re: payment requirementsStreamline Financial Aid processes
THE F
UTURE S
TATE
WHAT W
OULD IT L
OOK LIK
E IF W
E ACCOMPLIS
HED OUR
GOALS?
FUTURE STATE MAP
Apply for Admission
Tasks: 6-11
Decisions: 2-3
Handoffs: 1-2
People: 1 to 3
C/T: 35 to 85 min
Tot C/T: 35 – 1444min
Apply for Admission
Review Website to Make/Create a Student Focus
Go to Website
Enter Identification Data
Already a Student?
Enter Additional Data to Determine Type of
Application
Correct Application Is Given
Student Fills Out Correct Application
Establish Residency1. Citizenship
2. Domcile3. Financial Source
Submit Application
Agree With Residency?
Inform of Consequences and of the Petition Process
Receive Acknowledgement
Letter
Y
N
Y
N
Establish New Password
Log into Portal
Successful?
Reset Password
Enter Portal – New Student Checklist or
Myhomepage
MNumber of Petitions of
Residency Status
MNumber and Percentage of Admissions 1st Time pass
MNumber of Password Resets
in PIT and Quick Start
Make how to apply clearer
Create a page for initial entry into the system
Develop questions and a screen to determine type of
application needed
Default to New Student Application
Make screen for residency that says “To determine
your tuition rate…Go here”
Do not proceed with admissions if residency is
not established
Tell what out-of-state residency means
Inform of WUE
Develop New Student Checklist that pops up after
log in
Design new student entry to portal based on role
Train staff on student view in Portal
Develop process to automatically code
residency
Investigate password reset issues
Address continuing/returning student password reset errors - consistency
Apply for Financial Aid
Go to apply at FAFSA Website
Complete FAFSA
Download ISIRs
Autoload ISIRs
Send email to ineligible/undecided/
SAP Status
Check Banner queue
Check SAP status at autoload
Develop automated process to send e-mail to
ineligible/undecided/SAP – Hold packaging
Investigate use of texting and on-line chat for
communications
Ver?
Provide documents – electronics or in
person
Review Documents
Good?
Package
Send award notification
Y
N
N
Y
Provide training and access for appworx
Determin how to handle prviousl suspended
students – Power Phase to Cognos
MNumber of referrals to
advising for undecided/ineligible program status
MNumber of Days ISIR download to package
Develop Electronic Signature option
MTime to return documents
MNumber of days from receipt
to Package for no ver
Apply for Financial Aid
Tasks: 8
Decisions: 3
Handoffs: 9
People: 5
C/T: 150 mins
Tot C/T: 2+ days
IMPROVEMENTS MADE - YAVAPAI
Apply for admissions has a hard stop to determine residency before moving on through process
Financial aid has automated the ISIR download process and made many other changes
Students receive better communication about tuition payment policy and payment options
A large group representing the original departments met several times over the next month to evaluate the student portal experience in light of the changes made during LEAN.
Many improvements were made immediately – some were small details and others were large process changes, such as scanning high school transcripts.
LEAN APPROACH TO SAP APPEAL PROCESS
• New federal regulations necessitated a comprehensive overview of our SAP appeal process
• Eliminated unnecessary phone calls placed by students
• Evaluation of suspended students’ activities justified a need to rethink whether aid should be canceled
• Addressed screening of appeals and supporting documentation
• Eliminated loops in processing and unnecessary follow up with students
LEAN APPROACH TO SAP APPEALS
LEAN ADVANTAGES
LEAN principles give you a foundation for suggesting other process improvements
Opportunities for future training topics within the institution
Presenting your experience!
WHAT DIDN’T WORK?
Initial scope of the project may have been too large for the timeframe (one week). May have been better to use LEAN on each department first, and then all come together for the overall review.
ITS department is/was not necessarily on board, so a few requested updates are still pending.
SOFT BENEFITS
Fewer phone calls and complaints
Satisfied employees - the system works better and is more consistent and explainable
Students understand processes and can work through them autonomously
Students don’t get caught in the endless add/drop/add cycle
IMPLEMENTATION PLAN EXAMPLE - YAVAPAI
CONSIDER DEVELOPING METRICS!
Determine what you hope to changeWhat do you measure now?
Measure the same after LEAN
Suggest…
Number of registration complaints before/after LEANCustomer satisfaction survey before/after LEANOther?
