Improve Efficiency of
Service to Students

Improve Effectiveness of
Faculty Development

Improve College Culture

A recent Process Management Team at a university focused on the certifying of and delivering of graduation diplomas to students. When the PM Team started the situation was tense.   Students were calling the Registrar's Office and the President's Office every week complaining about not receiving their diploma, or not being able to get up-dated transcripts...

Some leaders were calling for other leaders to be fired or at least moved to different positions. Lots of finger pointing characterized leadership meetings. Process Management was just being introduced and it was decided to focus several Process Management Teams on the processes in the Registrar's Office instead of the people in the Registrar's Office.

      Results:
      •  Delivery of diplomas went from
         9 months to 3 weeks...
      •  Printing of diploma's in-house
        - saving over $20,000 per year...
      •  Reorganization of the flow of work
         gives more ownership to staff...
      •  Errors and lost files greatly reduced
      •  Complaint calls virtually disappeared...
      •  Student satisfaction has improved
        - aids in recruitment...
      •  Everyone still has their jobs...
      •  The Financial Aid Office asked to have
         Process Management Training...

Another Process Management Team in a community college focused on improving faculty development. When the PM Team assessed the current situation they found that 20% of the faculty consistently used 80% of the faculty development funding.   Most of the time faculty development was lived out by a few faculty going to conferences with no measurable results reported...

         Results:
         •  The development a approval of a more well
            rounded faculty development plan...
         •  Each faculty member is trained in what
            resources are available and how to access
            those resources, every faculty member is
            encouraged to develop a yearly personal
            development plan and that plan is shared
            with their Dean to aid in gaining the
            resources and the encouragement to
            fulfill it...
         •  Faculty that participate are given double
            "points" that can contribute to gaining
            tenure or the gaining the next pay level...
         •  Faculty participation improved to nearly
            100%...
         •  Student learning and student success is
            expected to improve...

Many colleges and universities report that the over-all impact of Process Management has significantly improved the culture at their institutions. Each institution's culture changes in different ways, but the following are common.

         Results:
         •  Improved culture of collaboration
         •  Improved communication and trust
         •  The breaking down of silos
         •  Improved cooperation and sharing
            of resources
         •  Better use of data for decisions