Veterans in Higher Education: Business Process Improvement
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Transcript of Veterans in Higher Education: Business Process Improvement
VETERAN AFFAIRSIN HIGHER
EDUCATION BUSINESS PROCESS IMPROVEMENT
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ABOUTDMAIC (an acronym for Define,Measure, Analyze, Improve andControl) refers to a data-drivenimprovement cycle used forimproving, optimizing andstabilizing business processes anddesigns. The DMAIC improvementcycle is the core tool used to driveSix Sigma projects.
1 / L E A N B A S I C S
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
2 / G E T T I N G T H E M E S S A G E A C R O S S
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GI BILLBackground
THE
Serving Veterans
Officially the Servicemen's Readjustment Act of1944, the G.I. Bill was created to help veteransof World War II. It established hospitals, madelow-interest mortgages available and grantedstipends covering tuition and expenses forveterans attending college or trade schools.
http://www.history.com/topics/worldwarii/gibill
The DMAIC method under Six Sigma consists of the following five stepswhich can be used to achieve the objectives of this project:
3 / L E A N B A S I C S
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
Define
Measure
Analyze
Improve
Control
Problem Statement:The VA Debt Management process has an average processingtime of X days in the last X months, resulting in delayed accountpayment.
Mission Statement:Reduce the average processing time of VA EducationalCertification to 10 days or less (by 12/31/2016), resulting in amore timely account payment.
4 / D E F I N E T H E P R O B L E M
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Problem & Mission Statement
5 / H I G H E R E D U C A T I O N
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Expected RESULTS
VETERAN AFFAIRS
Create an Exceptional Student Experience:
Student Critical to Quality (CTQ): Reduce orEliminate Wait Time
Staff Critical to Quality (CTQ): SupportCollege Strategic Initiatives enhance studentexperience and improve processes andproceduresres
6 / D M A I C B A S I C S
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SIPOC DIAGRAMSUPPLIERS
VA DebtManagementCenterCollege TreasuryVeteran StudentVA SchoolCertifying OfficialAcademic AdvisorBursars OfficeRegistrars Office
INPUTS
Online RequestApplicationDocumentsAdmissions DataEmail NotificationsPeopleSoft data
OUTPUTS School debt paidin full
PROCESS
1. Receive debtletter 2. Review academicrecords2. Review financerecords3. Review VAOnce4. Requisition forpaper check 5. Receive papercheck in office 6. Mail paper checkto VA DebtManagementCenter
CUSTOMERS
CollegeTreasuryVeteran StudentRegistrarBursarAuditorsVA DMC
7 / D M A I C B A S I C S
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
Flowchart of VA Debt Process
8 / D M A I C B A S I C S
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VA Debt Collection Process
1. VA Once Database Electronic communication to VARegional Processing Offices, used to submit finalcertifications, account adjustments2. Notice of Indebtedness: Letters mailed from VA4. Treasury Offset Data: Data on date of federal offset3. PeopleSoft: Finance to review student accounts
9 / D M A I C B A S I C S
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
Measurement System Analysis
Tools Used
Number of days to repay debt = 120
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
VACR = Veteran Affairs Request for Certification
Completed VA Certifications over 13 Week Time Frame
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
VACR = Veteran Affairs Request for Certification
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
VACR = Veteran Affairs Request for Certification
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ExampleReports
Veteran Affairs in Higher Education
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
Root CauseDiagram Example
Veteran Affairs in Higher Education
U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7
ProcessImprovement
THE
Serving Veterans
PAPERLESS PROCESSESVETERAN STATISTICS, CHARTS, REPORTS, ANALYTICSVA DEBT LETTER RESEARCH & RECONCILIATIONPEOPLE SOFT VETERANS BENEFITS ASSISTANCEDUAL CERTIFICATION PROCESSRECORDS MANAGEMENT COMPLIANCE REVIEW PROCESS
VA Educational Benefits Process Issues?
I Want to Hear From [email protected]://www.linkedin.com/in/crystalguliford
VA Compliance Officer