EA @ CSU
Work Process Improvement (WPI)
2006
• A balancing act to survive
Promote what we
do & our outputs
Understand what
we need to do
Do Stuff /
Get results
• Enterprises are complicated and complex
• Everyone has a different view /
perspective / window / frame / ref point
• How does it ever move ahead ?
• Should we simply accept that it does?
• We need something to talk at – a constant
Organisational Overlays?
•
•
•
•
•
•
•
•
•
•
•
People
Committees
Events
Locations
Data
Procedures
Systems
Initiatives
Risk
Projects
Easy wins
•
•
•
•
•
•
•
•
•
•
•
Regulations
Working Parties
Rules
Stakeholders
Hot Spots
Strengths
Weaknesses
Goals
Roles
Pain Points
Strategy
Organisational Constants?
Organisation
Who
Location
Where
Rules, Controls, Strategy
Why
Events
When
Things (assets, programs, subjects, …)
What
Process
How
Why Process?
• Apps are implementation of process
• Process is the hub …
• Map process to data, initiatives, org units,
systems, goals, … > get good results
• We’re using process in enterprise
modelling - loosely based on Holcman
GOALS
A B C D E F G H
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
PROCESS
PROCESS
ORGANISATION
A B C D E F G H
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
This goal impacts on these processes
These processes do nothing towards goal
These orgs do these processes
These are common processes done by many orgs
SYSTEMS
A B C D E F G H
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
PROCESS
PROCESS
DATA
A B C D E F G H
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
This process needs this data
These processes need same data
The same processes uses diff systems
Data collected noone cares about
This process is not supported by a system
This system can do these processes
ORGANISATION
GOALS
A B C D E F G H
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
This goal impacts on these orgs
These orgs are working on these goals
*
* * *
*
*
*
*
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
These orgs use the same data
This data is important to X orgs
This goal has no data about it
This data is impacted by these goals
SYSTEMS
A B C D E F G H
SYSTEMS
A B C D E F G H
*
*
* * *
*
*
*
*
1
2
3
4
5
6
7
8
9
SYSTEMS
A B C D E F G H
*
*
* * *
*
*
*
*
DATA
1
2
3
4
5
6
7
8
9
*
GOALS
1
2
3
4
5
6
7
8
9
DATA
A B C D E F G H
GOALS
ORGANISATION
ORGANISATION
DATA
A B C D E F G H
This org has these systems
This system helps with X goals
These orgs have no systems
These goals impact on these systems
These systems are used by
This goal has no system
1
2
3
4
5
6
7
8
9
*
*
* * *
*
*
*
*
These systems use the same piece of data
•
These orgs do these processes
•
These are common processes
done by many orgs
•
This goal impacts on these
processes
•
These processes do nothing
towards goal
•
This process needs this data
•
These processes need same data
•
Data collected no-one cares about
•
The same process uses diff
systems
•
This system can do these
processes
•
This process is not supported by
a system
•
•
•
•
•
•
•
•
•
•
•
•
•
This goal impacts on these orgs
These orgs are working on these
goals
These orgs use the same data
This data is important to X orgs
This org has these systems
These orgs have no systems
These systems are used by
This goal has no data about it
This data is impacted by these
goals
This system helps with X goals
These goals impact on these
systems
This goal has no system
These systems use the same
piece of data
•
•
•
•
•
•
•
•
•
•
•
•
People
Committees
Events
Locations
Data
Procedures
Systems
Initiatives
Risk
Projects
Easy wins
Key Dates
PROCESS
•
•
•
•
•
•
•
•
•
•
•
•
Regulations
Working Parties
Rules
Stakeholders
Hot Spots
Strengths
Weaknesses
Goals
Roles
Pain Points
Strategy
Inductions
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
CSU Process Model
•
•
•
•
•
•
•
Preliminary
Conceptual
Independent
Primitive
Stable
Integrative
Useful
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Overlay
•Systems
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
Core Processes Stream 1: LEARNING & TEACHING
Change Management Process Workflow
– Minor, Medium & Major Changes
Implement
Accredit
(1) Courses
Accredit
Core Change
1: Support Users
Submit
Accredit
subjects
Representativ
Request for
Determine Academic
e
Change
(RFC) /
Regs./Standards
Graduate attributes
Ord
Understand
Services &
(2)
Infrastructure
Prepare
Teaching strategies
Teaching
- Practicums
Learning materials
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Provide
Service Desk
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
(10)
Graduate employment
Grad.further studies.
Performance related
funding.
Seek
Approval to
Close
Evaluate Learning &
Teaching
Manage
Manage
Requests
Incidents
&
Scholarship
of Teaching
Problems
Change
Approvers
Obtain
Stakeholder
Endorsement
Core 2: Provide
&
Maintain
Infrastructure
& Services
Determine Course and
Overlay
•Procedures
Discipline Profile
(3)
Change
Manager
Determine
Requirements
Advisory
Current
Board
RFC
Develop
Solutions
(minor)
Build Services
Prepare
Plan
Understand
the Enterprise
Change
& Technology
(8)
Determine
policies,goals
and priorities.
Implement
Secure funding.
(4)Partnerships.
Develop
Develop resources –
Approve
RFC
IT, Labs, Facilities.
(major &
Select/Accredit
Select
Research
Core 3: Research
Provide Advice
& Strategy
medium)
Higher Degree(RHD)
concentrations.
(11)
Maintain &
OK Improve
& Schedule
Implementation
Services
(minor)
(Change,
Release,
Outcomes
Config)
Core Processes Stream 2:
RESEARCH & GRADUATE TRAINING
Approve
Conduct Research.
Publications, Reports,
Prepare theses
External Application
(7)
OK & Schedule
Theses
Implementation
(major &
Performance related
medium)
funding
Supervise RHDs.
Students
Future
Train supervisors
Research Ideas
& Determine
Requirements
Change
Implementers
Provide Human
Resources/Attract
high quality staff
Change
Manage Partners
Authorisers
Develop
Models,
Standards &
Information
(5)
Provide Advice,
Strategy
Build &
Test &
Education
Change
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
(6)
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Provide Student
welfare services
Maintain
Relationships
Review
Review
performance and
priorities
Review partnerships
Evaluate RHD
programs
(9)
Retire /
Implement
Replace
Models
Change
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Obtain
Develop Flexible
Authorisation
Learning Solutions
to Implement
Planning Processes
Develop Strategic
Plans
Provide Student
Administration
Services
Optimise
Models &
Advice
Review &
Close
(minor)
Retire /
Replace
Services
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Review
Performance
Ensure audit
compliance
Ensure legal
compliance
(12)
Review &
Close
(major &
medium)
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Overlay
Project bids
for 2006
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Overlay
Approved
2006
projects
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Overlay
•The List???
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
Core Processes Stream 1: LEARNING & TEACHING
Accredit
Implement
Prepare
Teaching strategies
Teaching
- Practicums
Accredit Courses
Learning materials
Accredit subjects
Determine Academic
Regs./Standards /
Graduate attributes
Arrange Library, IT
,Lab resources
Student Learning
- Access resources
Select Students
Course co-ordination
– Determine student
progress
Outcomes
Review
Graduates
Course Review
Graduate and
Industry feedback
Graduate employment
Grad.further studies.
Performance related
funding.
Evaluate Learning &
Teaching
Scholarship of Teaching
Overlay
•Commonality
Determine Course and
Discipline Profile
Core Processes Stream 2: RESEARCH & GRADUATE TRAINING
Plan
Determine
policies,goals
and priorities.
Select/Accredit
Research
concentrations.
Prepare
Implement
Outcomes
Secure funding.
Develop Partnerships.
Develop resources –
IT, Labs, Facilities.
Conduct Research.
Publications, Reports,
Prepare theses
External Application
Supervise RHDs.
Theses
Select Research
Higher Degree(RHD)
Students
Review
Review
performance and
priorities
Review partnerships
Performance related
funding
Evaluate RHD
programs
Train supervisors
Provide Human
Resources/Attract
high quality staff
Provide Secretariat
Services
Manage Building
and Infrastructure
Provide
Accommodation
and Catering
Facilities
Develop Staff
Provide Student
Administration
Services
Manage Partners
Provide Library
Services
Provide Transport
and Travel
Services
Marketing e.g.,
-Manage alumni
-Manage
enterprises
Provide Business
Process Support
Services (IT,
Projects)
Develop Flexible
Learning Solutions
Planning Processes
Develop Strategic
Plans
Develop Corporate
and Operational
Plans
Governance Processes
Implement Risk
Management
Framework
Develop Budgets
Council
Manage Change
Secure
Government
Research funding
(IGS, RFS, RIBG)
Fulfil compliance
Reporting
obligations
Provide Student
welfare services
Review
Performance
Ensure audit
compliance
Provide Learning
Materials
Provide Financial
Services
Manage Corporate
communication
Manage Research
Centres
Ensure legal
compliance
FM, SS, IT (all enablers)
• Provide Services
• Support customers of those services
• Provide advice and strategy to CSU wrt
their speciality
e 1: Support Customers
Understand
Services &
Facilities
Provided
Interrogate
Requests
Escalate /
Manage
Incidents &
Problems
Manage
Requests
Monitor
Performance
re 2: Provide & Support Facilities
Develop
Solutions
Determine
Requirements
Monitor &
Improve
Services
Deliver
Services
Maintain
Relationships/
Services
Understand the
Enterprise
Needs
Current
Core 3: Manage Portfolio
Future
Determine
Facility &
Equipment
Requirements
Plan
Facility &
Equipment
Implement
Building &
Equipment
Procure
Facility &
Equipment
Review
Performance
Add to book of
services
Retire
Physical
Assets
Core 1: Support Users
Enabling Processes
Provide Human
Resources/Attract
high quality staff
Provide
Administrative
Services
Manage Quality
Develop & Utilise
Methodologies
Manage & Develop
staff
Information
Management
Develop Procedures,
Policies
& Stds
Core
2: Provide
Manage Finance
Manage Budget
Understand
Services &
Infrastructure
Provide Project
Provided
Services
Provide
Service
Desk
Establish
& Maintain
Partnerships
Manage
Requests
& Maintain Infrastructure & Services
Governance Processes
Manage Risk
Develop Strategic
Plans
Administer and
manage contracts
Ensure ethical and
effective governance
practices
Communicate
Services
Communicate
Performance
Comply with Policy &
Procedure
Manage
Expectations
Report Results
Determine
Requirements
Measure & Review
Develop
Performance
Build Services
Solutions
Facilities Maintenance Process
Model – Mar 2006
Book of
Services ?
Manage
Incidents &
Problems
Maintain &
Improve
Services
(Change,
Release, Config
mgmt)
Retire /
Replace
Services
Optimise
Models &
Advice
Retire /
Replace
Models
Understand
the Enterprise
& Technology
Current
Core 3: Provide Advice & Strategy
Future
Research Ideas
& Determine
Requirements
Develop
Models,
Standards &
Information
Provide Advice,
Strategy &
Education
Maintain
Relationships
But what are the processes?
And how good are they in the first
place?
Method
• Determining and analysing stakeholders
and process - loosely based on Burlton
• Collection by org unit (not ideal)
• Some reverse engineering of stakeholders
Burlton in 7 lines
•
•
•
•
•
•
Consider your strategy
Understand your stakeholders in that context
Est interactions > core & enabling processes
Using your strategy and the above
Determine which process has the most pain
Determine which process has the most impact
(gain)
• Map Pain vs Gain > To get initiatives &
priorities
NB
• This is the initiatives and priorities that
process is informing you about
• You then need to consider this with all the
other things that EA has thrown up – eg
data, technology, roles, …
• Add them to “The List” – you are finding
solutions to deep root causes and issues
that need to be prioritised
WPI
• Mid 2005 Business Process Improvement
• Worked with OD – “please let us help”
• Became a project with CSU wide steering
committee and a DVC Sponsor
Project
• Stage 1: Opportunity Identification
• Stage 2: Initiative implementation
• What are the key interactions between the
Faculty/Division and internal and external
stakeholders ?
• How effective are Core processes in
managing those interactions ?
• What contribution do enabling processes
make and how effective are they ?
Project Resources
• Concepts & Kick Off
– Contracted process analyst, DB and Org
Devel P/T for 4-6 months
• Collection & Analysis
– Contracted PM / lead process analyst
– Contract BA
– Internal trainee BA
– P/T admin support
– Est 12-14 months
Work Products
•
•
•
•
•
•
•
Stakeholder models / Interaction tables
Process models (core, enabling, planning, governing)
Core process health checks
Issues ID and narratives
Contributor matrices
Process profiles / EA data collection
Org unit summary reports
Issues
• Delays in getting access to senior staff in
sectional areas.
• Competing strategic and tactical initiatives
has drawn on peoples time (The List!!!)
• Workshop logistics – multi-campus etc
Issues
• Expectation mgmt
– Collect process and leaving them with own
initiatives
– It’s not about procedures
• Independence from Org structure
• Keeping momentum going over 12 months
• Conversion into the Enterprise Model
Organisation
Owner
Expert
Stakeholder
Systems
Controls
Data
Events
Process
Initiatives
Risk
Issues
Goals
Services
Process
Support Students
Details
This process is all about how current students are
supported through all facets of their experience at
CSU
Custodian
(the person responsible for the
process across org boundaries)
Mary Gibson
Org Units
(those who undertake the
process or have a vested
interest in it’s outcome)
Student Services
Financial Services
Student Admin
Information Technology – sdesk
Information Technology – LMC
International Office
Library
Faculty Officers
School Admin Staff
Teaching Staff
Special Consideration Committee
Indigenous Education
Goals
(A statement of intent
based on the University
Strategy)




Provide integrated
service
Provide a student
experience
Ensure students don’t
drop out
Ensure no student is
disabdvantaged
Objectives (KPIs)
(A plain English
measurable statement
based on the goals)



Minimise drop outs
Cut sep services to 3
No student to be two
redirects away from
support person or
service
Strategies
(The things we’ll do or the
plans of how we’ll meet the
objectives)



Collate all existing
contact data from all
org units an analyse
Establish central
contact point for all
existing students
support needs
Develop central
website, phone number,
…)
Spin Offs – Interim Report
• “Process reviews generating improved
understanding within org unit as to internal
and cross org processes”
• “Some org units are undertaking quick
wins triggered by workshop engagements”
• “Growing appreciation that process
improvement efforts should consider
impacts across the org”
Spin Offs
•
•
•
•
•
•
The patterns
Services > Central help > Service Cat
2007-11 Strategic Plan
Invites to other units for reviews / advice
Application sharing
Application Portfolio
Bldg
Functionality&
CAD
GIS
Condition
(Bldg
(Grounds
Assessment
information) information
)
Scope
Service Desk
Timetabling
Space Mgmt
Portfolio KPI’s
Ad Hoc reports
Benchmark reports
Asset Register
Room Mgmt
(Res & Catering)
Bldg Mgmt
System
Other University
Cost Centre
Asset Registers
Assetpro
(Finance)
BEIMS
(Bldg
maintenance)
Facilities
Application
Portfolio
Other
University
Systems
Legend
Provides some source data for fixed asset objects.
Output
Two way interaction
Comms
Directory
HR
(Alesco)
BANNER
Tips
• Use skilled facilitators – someone who
knows process, done it, communicator
• Do your homework
• Prepare straw models
• Start with the advocates
• Make the connections to EA all the time
• It’s not about BPEL/SOA/… for ages
T&L
Determine Course & Subject Direction
Develop Courses and subjects
Attract Student
Enrol Student
Teach Student
Graduate Student
Maintain Relationship
Research
ID Research Need
Develop Research Programs
Conduct Research
Publish Results
Apply Research
Enabling
Provide HR
Provide Financial Services
Manage building & Infrastructure
Provide Accommodation & Catering
provide Information & Technology
Provide Student Administration
Ensure Quality
Support Students
Provide Library Services
Administer & manage partner agreements
Provide project services
Develop flexible learning solutions
Governance
Manage risk
Develop strategic plans
Develop Corporate plans
report results
review performance
Institutional Health
Create responsive culture
ensure ethical & effective gov
Establish networks & alliances
Attract & retain high qual staff
create positive work env
ORGANISATION
ASC
ILSC
ES&MC
EO&AA
VCF
Web Management
Indigenous Education
Budget Review
UCPC
SEG
School Boards
Fac Higher Degrees
Fac Research
Fac Course
Fac Assessment
Faculty Boards
University Medals
Research Mgmt
Considerations for Special Admission
Board of Graduate Studies
Quality Audit
Academic Programs
Academic Awards
Learning & Traching
Standing
Academic Senate
Executive
Corporate Governance & nominations
Compliance & Commercial activities
Audit & Risk
COMMITTEES
CSU International
Division of Facilities Management
Division of Student Administration
Division of Student Services
Division of Marketing
Division of Information Technology
Deputy Vice-Chancellor - Administration
CELT
Library Services
CSU Training
Enterprises
Schools
Faculties
Academic Senate
Deputy Vice Chancellor - Academic
Research & Graduate Training
Campus Heads
Financial Services
Human Resources
Planning & Audit
Office of VC
VC
University Council