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.

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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