Doing More with Less<br />A case study in technology process improvement<br />
Project Overview<br />Project Background<br />Challenges<br />Previous project (’99)<br />Key Business Processes<br />Pilo...
The 4 P’s of Team Makeup<br />Including key stakeholders is essential<br />Process requestors<br />Problem customers<br />...
Process Improvement Demo<br />
Sample Process 1: New Employee Setup<br />Business problems:<br />Too many handoffs<br />Time to completion<br />Dropping ...
Sample Process 2: Course Software Request<br />Based on faculty liaisons for individual rooms<br />Not scalable<br />Probl...
Lessons Learned<br />Define business problem(s)<br />Process defines the tool<br />You can’t solve people problems with pr...
Summary<br />Customer and stakeholder involvement<br />IT is a customer-centered service<br />ITIL<br />People/Process/Too...
Get more at: techfest.weebly.comQuestions?<br />
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Doing More with Less

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Presentation for Maricopa's 2011 Teaching and Learning with Technology Conference, by Ben Archer, Victor Navarro, and Mark Schufletowski.

Published in: Education, Technology, Business
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Doing More with Less

  1. 1. Doing More with Less<br />A case study in technology process improvement<br />
  2. 2. Project Overview<br />Project Background<br />Challenges<br />Previous project (’99)<br />Key Business Processes<br />Pilot<br />
  3. 3. The 4 P’s of Team Makeup<br />Including key stakeholders is essential<br />Process requestors<br />Problem customers<br />Programmers<br />People who execute the work<br />
  4. 4. Process Improvement Demo<br />
  5. 5. Sample Process 1: New Employee Setup<br />Business problems:<br />Too many handoffs<br />Time to completion<br />Dropping the ball<br />Communication & transparency<br />Process defines the tool<br />Custom Remedy workflow<br />People problems<br />Get as close to agreed-upon process as possible<br />
  6. 6. Sample Process 2: Course Software Request<br />Based on faculty liaisons for individual rooms<br />Not scalable<br />Problematic for rooms shared by divisions<br />Software not removed<br />Major pain point for semester startup<br />Based on linking courses to software needs<br />Extremely scalable<br />Automatically handles shared rooms<br />Software can be flagged for removal if not used<br />Will auto-update for new sections, class room moves, etc.<br />Old System<br />New System<br />
  7. 7. Lessons Learned<br />Define business problem(s)<br />Process defines the tool<br />You can’t solve people problems with processes<br />Get as close to agreed-upon process as possible<br />
  8. 8. Summary<br />Customer and stakeholder involvement<br />IT is a customer-centered service<br />ITIL<br />People/Process/Tools<br />Organizational Process Analysis Team<br />
  9. 9. Get more at: techfest.weebly.comQuestions?<br />

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