lean thinking in higher education
TRANSCRIPT
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Lean Thinking in Higher Education
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In higher education,customer satisfactionIS the product.
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Waste, from the perspective of the
customer, is anything they
wouldn't want to see on an itemized
bill.
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"Unlike in factories, where idle workers and stacks
of inventory are clear signs of broken processes,
waste is usually hidden when it comes to services.
It tends to lurk between functions, departments, or
processes so companies only see glimpses of the
problem.“
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5 COMMON AREAS OF WASTE
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Excess inventory
“Producing goods or services that don’t meet customer demands. Or stored work-in-progress, that is not generating value but is incurring costs.”
1
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Waiting
“Work-in-progress that is stalled until the next process step is available”
2
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Launching a marketing campaign
• All the following have to happen in the right order• Landing page• Tracking codes• Ad targeting• Ad messaging• Ad imagery
Launch
Ad targeti
ng
Ad Image
ry
Landing
page
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Waiting
• 4-7 signatures are required to approve each class.
• Waiting for paperwork to make its way around campus
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Transportation/Motion
“Moving goods, service information, or customers more than absolutely necessary.Or moving resources, people, equipment, to the place they're needed.”
3
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Streamlining online enrollment
Visits % of Total
Total visits to website 39,110
Entering enrollment process 1,536 3.9%Completing enrollment process 1,060 2.7%Completing online payment process 298 0.8%
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Streamlining online enrollment
VisitsExit rate
Step 1: Completed Enrollment 1,060 37%Step 2: Clicking Payment button 666 4%Step 3: Viewing Payment Verification 642 17%Step 4: Viewing Payment Confirmation 533 38%Step 5: Clicking Yes to Pay 332 10%Step 6: Completing Online Payment 298
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Over-processing or Over-production
“Duplicate or inefficient activities due to poor product and service process design. Or producing or doing things before they're actually required”
4
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Reports that nobody reads
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Over-processing or Overproduction
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Quality defects
“Identifying, qualifying, and fixing mistakes”
5
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Quality control processes
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Quality defects
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Course evaluations
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5 Common Areas of Waste
1. Excess inventory2. Waiting3. Transportation/Motion4. Over-processing or
overproduction5. Quality defects
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3 LEAN TOOLS
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Process Mapping1
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Process mapping
1. Individually interview managers and team members using process and write down each step in order
2. Visually document current process3. Identify areas of confusion or inconsistency4. Work with team to redesign process5. Visually document revised process6. Review new process with team
members to ensure consensus
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Before After
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Mapping a process:Course approval process
Generate paperwork
O&E signature
Department head
signature
General education signature
Study Group
signature
Associate Dean
signatureDean
signatureO&E
signatureInstructor
agreement signature
Study Group
signature
O&E signature
Payment form
generatedO&E
signatureUniversity programs signature
Academic Affairs budget
signature
HR Payroll
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Sprint initiatives2
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Summer strategic teams
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Sprint Initiatives
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Kanban boards3
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• FIND PICTURE OF JMH KANBAN BOARD
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WRAP-UP
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Helpful resources
• http://wap.business-standard.com/article/management/lean-principles-for-services-112122400111_1.html
• http://www.stratform.com/lean_services.htm
• http://www.processexcellencenetwork.com/lean-six-sigma-business-transformation/columns/8-wastes-of-lean-manufacturing-in-a-services-conte/
• http://www.kunocreative.com/blog/bid/77225/Learning-to-Become-a-Lean-Inbound-Marketing-Agency
• https://www.bcgperspectives.com/content/articles/media_entertainment_marketing_cutting_complexity_adding_value_efficiency_effectiviness_digital_advertising/#chapter1
• https://www.st-andrews.ac.uk/liu/
• https://zapier.com/blog/kanban-board/