uga process excellence program
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Process Excellence ProgramProcess Excellence Program““Creating The Best Experience in Higher Education”Creating The Best Experience in Higher Education”
Presented by Tom GausvikPresented by Tom GausvikAssociate Vice President for Human ResourcesAssociate Vice President for Human Resources
““Creating The Best Student Experience in Higher Education”Creating The Best Student Experience in Higher Education” 22
AgendaAgenda
A discussion on the implementation of A discussion on the implementation of process improvement and customer service process improvement and customer service at UGA.at UGA.
The UGA Process Excellence Program is The UGA Process Excellence Program is calledcalled “FOCUS“FOCUSUGAUGA.”.”
““FFocus ocus OOn n CCreating reating UUnparalled nparalled SService”ervice”
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Mission & Values of Mission & Values of FOCUSFOCUSUGAUGA
FOCUSFOCUSUGAUGA……
strives to enable students, faculty and staff to achieve their fullest potential, and strives to enable students, faculty and staff to achieve their fullest potential, and believes in recognizing initiative, achievement, and contribution.believes in recognizing initiative, achievement, and contribution.
believes in the inherent honesty and competence of all students, faculty and staff. believes in the inherent honesty and competence of all students, faculty and staff.
employs the concept of people working together on teams, which include employs the concept of people working together on teams, which include representatives of all University constituencies who may be affected by the representatives of all University constituencies who may be affected by the outcome of the team's work. The work and input each individual team member outcome of the team's work. The work and input each individual team member brings to the effort is critical to the success of brings to the effort is critical to the success of FOCUSFOCUSUGAUGA
. .
is the intelligent and methodical application of common sense in the workplace, is the intelligent and methodical application of common sense in the workplace, and in the relentless focus to serve customers who use the University's processes. and in the relentless focus to serve customers who use the University's processes.
serves as a catalyst for change, encouraging new ideas and eliminating barriers to serves as a catalyst for change, encouraging new ideas and eliminating barriers to progress. progress.
relies heavily on the use of metrics/assessment, and places accountability for relies heavily on the use of metrics/assessment, and places accountability for achieving and sustaining outcomes on key leaders, employees, and each achieving and sustaining outcomes on key leaders, employees, and each organization within the University.organization within the University.
““Creating The Best Experience in Higher Education”Creating The Best Experience in Higher Education” 44
AA … … FOCUSFOCUSUGAUGA Approach Approach
FOCUSFOCUSUGAUGA on “The he on “The he Customer.”Customer.”
FOCUSFOCUSUGAUGA on institutional on institutional goals and objectives.goals and objectives.
FOCUSFOCUSUGAUGA on accomplishing on accomplishing “WIGS”–Wildly Important “WIGS”–Wildly Important Goals!!!” Goals!!!”
FOCUSFOCUSUGAUGA on achieving real on achieving real and measurable change.and measurable change.
FOCUSFOCUSUGAUGA on rigorous data- on rigorous data-driven project management driven project management and process excellence and process excellence methodologies. methodologies.
FOCUSFOCUSUGAUGA on executing, on executing, measuring, and affixing measuring, and affixing accountability and accountability and responsibility.responsibility.
FOCUSFOCUSUGAUGA on achieving cost- on achieving cost-savings.savings.
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Process Management Evolution Process Management Evolution Model: Model: FOCUSFOCUSUGAUGA Roadmap Roadmap
Man
ag
ing
an
d I
mp
rovi
ng
Qu
ali
tyConfusionConfusion
(Limited Communication)AWARENESS
PHASE I
CommunicationCommunication(Requirements and Feedback)
KNOWLEDGEPHASE II
CooperationCooperation(Partnering)
WISDOMPHASE III
CoordinationCoordination(Teamwork) BEST-IN-CLASS
PHASE IV
Characteristics atCharacteristics atBeginning of PhaseBeginning of Phase
Services Process Customer
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FOCUSFOCUSUGAUGA
Plan of Action Plan of Action
Awareness Phase Stimulate action Start with business issues Develop a steering committee Link customers and services Begin to communicate positives of change
Knowledge Phase Develop a training plan Promote group and cross-functional teamwork Develop and use measurements Develop a process management approach Align process goals with strategic business goalsIntroduce change management
Wisdom Phase Move from cross-functional work to partnerships Introduce process improvement methods Empower employees to make suggestions on improving processes Promote use of customer satisfaction measurements
Best-in-Class Phase (Peer Group) Integrate process management into business practices Accelerate the rate of process improvement Become obsessed with satisfying customers
Time
P
rocess M
an
ag
em
en
t Evolu
tion
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FOCUS Owners Group (FOG)FOCUS Owners Group (FOG)
FOCUS Steering Committee FOCUS Steering Committee (FSC)(FSC)
Financial AidFinancial AidAdmissionsAdmissionsRegistrationRegistration
FOCUS Manager
(FIM)
Examples of Process Excellence [FOCUS] Areas
Auxiliary ServicesAuxiliary ServicesFinance & BudgetFinance & BudgetHuman ResourcesHuman Resources
FOCUS Team
Student LifeStudent LifeFacilities Operations
Facilities Operations
Structure of Structure of FOCUSFOCUSUGAUGA
FOCUS Team
FOCUS Team
FOCUS TeamFOCUS Team
FOCUS Team
FOCUS Team
FOCUS Team
FOCUS Team
FOCUS Team Leads report to FOG
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FOCUSFOCUSUGAUGA Steering Committee Steering Committee
The FOCUS Steering Committee (FSC) The FOCUS Steering Committee (FSC)
provides institutional oversight, provides institutional oversight,
guidance, and approval for all major guidance, and approval for all major
elements of project management, elements of project management,
process excellence, change process excellence, change
management, etc. management, etc.
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FOCUSFOCUSUGAUGA Owners Group Owners Group
The role of the FOCUS Owners Group (FOG) is to identify, The role of the FOCUS Owners Group (FOG) is to identify, prioritize, and initiate projects which seek to improve the prioritize, and initiate projects which seek to improve the quality, effectiveness, and efficiency of administrative and quality, effectiveness, and efficiency of administrative and student-focused services used by prospective and current student-focused services used by prospective and current students, faculty, and staff. students, faculty, and staff.
Recommended projects align with cross-functional institutional Recommended projects align with cross-functional institutional priorities, such as the implementation of the UGA People & priorities, such as the implementation of the UGA People & Organizational Excellence Team (POETOrganizational Excellence Team (POETUGAUGA) in the Human ) in the Human Resources Division. In addition, POET will create alignment Resources Division. In addition, POET will create alignment that is critical both to leverage effectively the use of process that is critical both to leverage effectively the use of process excellence and institutional resources, and contribute to sound excellence and institutional resources, and contribute to sound institutional planning.institutional planning.
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Role of the Role of the FOCUSFOCUSUGAUGA ManagerManager
To facilitate communications throughout the organization and greater To facilitate communications throughout the organization and greater University e.g., develop the UGA Process Excellence Program or University e.g., develop the UGA Process Excellence Program or FOCUSFOCUSUGAUGA website, etc.website, etc.
To assist the chairs of the FSC, FOG, and project teams with tracking To assist the chairs of the FSC, FOG, and project teams with tracking
and reporting progress.and reporting progress.
To assist in selecting process improvement participants i.e., To assist in selecting process improvement participants i.e., FOCUSFOCUSUGAUGA team leads and team members. team leads and team members.
To assist in locating resources for To assist in locating resources for FOCUSFOCUSUGAUGA initiatives. initiatives. To provide To provide FOCUSFOCUSUGAUGA infrastructure support. infrastructure support.
To resolve To resolve FOCUSFOCUSUGAUGA issues. issues.
To empower team members.To empower team members.
To train team members on process improvement methodologies such To train team members on process improvement methodologies such as Lean Six Sigma, etc.as Lean Six Sigma, etc.
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Creating the Creating the FOCUSFOCUSUGAUGA Approach Approach
FOCUSFOCUSUGAUGA will be a tailored and customized will be a tailored and customized approach to customer service and process approach to customer service and process improvement at UGA.improvement at UGA.
FOCUSFOCUSUGAUGAThe The Balanced Balanced ScorecardScorecard
LeanLean Six SigmaSix Sigma
Lean Six SigmaLean Six Sigma
Malcolm Malcolm BaldridgeBaldridgeAwardAward
ISO 9000ISO 9000
Georgia Georgia OglethorpeOglethorpeAwardAward
Continuous Quality Continuous Quality ImprovementImprovement
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Process Improvement Cycles: Process Improvement Cycles: FOCUSFOCUSUGAUGA Results-Driven Approaches Results-Driven Approaches
PROCESS IMPROVEMENT CYCLE
SIX SIGMA DMAIC CYCLE
Test & implement solutions
Hold the gains
Determine the root causes
Focus on improvement opportunities
Describe current process
Determine customer
expectations
Identify outputs & customers
Select Improvement
Area Define
Plan
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Core: Competencies & Curriculum Common Instructional Modules Shared Resources (Instructors,
Facilities, etc.)
Core: Competencies & Curriculum Common Instructional Modules Shared Resources (Instructors,
Facilities, etc.)
Strategic Overview:Strategic Overview:UGA Training & DevelopmentUGA Training & Development
PolicyFormulation
PolicyFormulation
Steering Committees, Steering Committees, Advisory Committees, Advisory Committees,
FOCUSFOCUSUGA UGA
& Work Teams& Work Teams
Steering Committees, Steering Committees, Advisory Committees, Advisory Committees,
FOCUSFOCUSUGA UGA
& Work Teams& Work Teams
Training Program Design
& Delivery
Training Program Design
& Delivery
Management & Higher Ed Professional Development
Program Design & Delivery
Management & Higher Ed Professional Development
Program Design & Delivery
Central Administrative & Performance Support
Services including Reporting & Knowledge
Management
Central Administrative & Performance Support
Services including Reporting & Knowledge
Management
Management & Faculty Development
Management & Faculty Development
AdministrativeDevelopment
AdministrativeDevelopment
Human Resources Mgmt• Workforce Planning• Recruitment & Talent Mgmt• Total Compensation Mgmt• OD, Trng & Knowledge Mgmt• Process Improvement/FOCUS• Succession & Continuity Planning• Performance Management• Work/Life Balance
Human Resources Mgmt• Workforce Planning• Recruitment & Talent Mgmt• Total Compensation Mgmt• OD, Trng & Knowledge Mgmt• Process Improvement/FOCUS• Succession & Continuity Planning• Performance Management• Work/Life Balance
Employee-Focused Professional & Personal Development
Employee-Focused Professional & Personal Development
Workplace Productivity Skills Training
• Integrated System• Word Processing• Spreadsheet• Presentation tools• Database• FOCUS training• Others - Division Specific
Workplace Productivity Skills Training
• Integrated System• Word Processing• Spreadsheet• Presentation tools• Database• FOCUS training• Others - Division Specific
Orientation & On-Boarding
• New Faculty Orientation• New Staff Orientation
Orientation & On-Boarding
• New Faculty Orientation• New Staff Orientation
Educational Assistance•Tuition Waiver•Tuition Assistance•Tuition Reimbursement
Educational Assistance•Tuition Waiver•Tuition Assistance•Tuition Reimbursement
Executive Management• Strategic Planning• Institutional Assessment• Workforce Planning & Dev• Project Management/FOCUS• University Development• Change Management• Financial Management• Executive On-Boarding• Asset Planning & Management
Executive Management• Strategic Planning• Institutional Assessment• Workforce Planning & Dev• Project Management/FOCUS• University Development• Change Management• Financial Management• Executive On-Boarding• Asset Planning & Management
• Accounting• Reporting • Procurement• FOCUS
• Audit • Budget• Investment
Finance & Fiscal Admin
•Facilities•Supplies•FOCUS
• IT• Equipment
Asset Management
• Planning• Organizing• Controlling• FOCUS
training
• Leading• Performance
Management
Supervisory Management
Research Administration• Project/Proposal Development• Budget Prep. & Monitoring• Research Subjects Policy• HR & Research Relationships• Award Administration• Research Ethics and Law, etc.
Research Administration• Project/Proposal Development• Budget Prep. & Monitoring• Research Subjects Policy• HR & Research Relationships• Award Administration• Research Ethics and Law, etc.
Academic Div & F&A Division
Partnership
Planning
Shared:•Development•Resources•Others?
Shared:•Development•Resources•Others?
Faculty• Instruction• Research• Development• Public & Medical Service• IT Applications
Faculty• Instruction• Research• Development• Public & Medical Service• IT Applications
University Goals
& Objectives
University Goals
& Objectives
Performance Needs
Analysis
Learning and Development
Needs Analysis
Staff Development• Job Skills Training• Effective Communications• Mentoring• Leading & Managing Skills• FOCUS training
Staff Development• Job Skills Training• Effective Communications• Mentoring• Leading & Managing Skills• FOCUS training
•Assessment•Development
•Planning •Action
Career Development
• Visioning• Communicating• Mentoring
• Coaching• Networking• Motivating
University Leadership
FeedbackFeedback
Compliance Training• EOP, HIPPA, COI, RCR, etc.
Compliance Training• EOP, HIPPA, COI, RCR, etc.
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FOCUSFOCUSUGAUGA Learning & Development Learning & Development
FOCUSFOCUSUGAUGA TrainingTraining
Performance NeedsPerformance Needs
PlanningPlanning
OrganizingOrganizing
LeadingLeading
ControllingControlling
LeadershipLeadership
ModuleLevel 1
Action Action LearningLearning
ModuleLevel 2
ModuleLevel 3
Competency Competency FoundationsFoundations
ModuleLevel 1
Action Action LearningLearning
ModuleLevel 2
ModuleLevel 3
Competency Competency FoundationsFoundations
ProjectProjectManagement/Management/
Change Change ManagementManagement
Action Action LearningLearning
ModuleLevel 1
ModuleLevel 2
ModuleLevel 3
Competency Competency FoundationsFoundations
Action Action LearningLearning
Customer Customer ServiceService
ModuleLevel 1
ModuleLevel 2
ModuleLevel 3 Competency Competency
FoundationsFoundations
Action Action LearningLearning
Process Process Improvement/Improvement/
FOCUSFOCUSUGAUGA
Group & Team Group & Team DynamicsDynamics
Action Action LearningLearning
ModuleLevel 1
ModuleLevel 2
ModuleLevel 3
Competency Competency FoundationsFoundations
Action Action LearningLearning
OthersOthersTBDTBD
Competency ValidationCompetency ValidationChange AgendaChange Agenda Curriculum ValidationCurriculum Validation
FOCUSFOCUSUGAUGA
Team Leads and Team Member Experience and Insight Team Leads and Team Member Experience and Insight
Performance NeedsPerformance Needs Practical ProblemsPractical Problems ““Real World” ViewReal World” View Competency & Curriculum ValidationCompetency & Curriculum Validation