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Illustration symbolizing operational excellence

Operational Excellence

Improving processes and delivering student-centered service across the institution.

Signature Initiatives

  • Complete a process and policy review to identify barriers and increase process efficiencies both within and across units.
  • Establish service level agreements for operating units to improve customer service.
  • Promote a data-driven culture through creation of standards for collection, management, reporting, and utilization of data.
  • Reimagine traditional ways of working and serving students by increasing campus communications, cross-training staff, and focusing on stakeholder outcomes.

Progress

Recommendations
Not Started
In-Planning
In-Progress
Completed
 
Recommendation Phase Progress
1.1 Conduct research on types of Policy Committees and Software... 1
 
Complete
1.2 Create Committee and Purpose Statement/Charter... 1
 
Complete
1.3 Develop Qualtrics form for university to submit comments... 2
 
Complete
1.4 Request policy owners to review and confirm their policies... 1
 
In-Progress
1.5 Train campus on new processes for policy adoption... 3
 
Complete
1.6 Start the process of having policies converted to new format. 1
 
In-Progress
1.7 Implement and launch usage of the ServiceNow GRC module... 1
 
Not Started
1.8 Add all confirmed policies to the ServiceNow-GRC module. 1
 
Not Started
Success Measures    
100% of all divisional policies contained in the Policy Library (via ServiceNow GRC Records)    
 
Recommendation Phase Progress
2.1. Re-establish data management fundamentals... 1
 
In-Progress
2.2. Implement Data Cookbook... 1
 
In-Planning
2.3. Launch a new ServiceNow based Data Request Form... 1
 
Complete
2.4. Improve the coordination and capacity for undergraduate research... 1
 
In-Progress
2.5. Build a proof of concept for a Dean’s Operational Dashboard... 1
 
Not Started
Success Measures    
100% of all data trustees and stewards trained annually (via KnowBe4 compliance transcripts)
100% of Reports transitioned from Metabase to PowerBI (via Business Intelligence Reports Registry)		    
💡

Reimagine Traditional Ways of Providing Services

 
Recommendation Phase Progress
3.1. Build a practice of business process review... 1
 
Not Started
3.2. Establish a customer service mantra... 1-2
 
Not Started
3.3. Establish a permanent one-stop-shop... 1-2
 
In-Planning
Success Measures    
One-Stop-Shop - % of Incidents Resolved upon First Contact - 60%
One-Stop-Shop - % of Incidents Resolved within 8 business hours - 80%
One-Stop-Shop - % of Incidents Closed by Self-Service - 25%
One-Stop-Shop - Customer Satisfaction Rating - Greater than 4
Customer Service - 100% of all staff trained on the Customer Service expectations		    

COMMITTEE MEMBERS

  • •

    James Pete

  • •

    Corlis Cummings

  • •

    Dawn Krieger

  • •

    Jonathon Goodson

  • •

    Kimberley Campbell

  • •

    Michelle Furlong

  • •

    Akwai Agoons