Improving Service & Lowering Costs by Optimizing Business Processes

Presented by:

Dr. Rita Cepeda, San Jose Evergreen CCDDr. Pam Eddinger, Bunker Hill CCLiz Murphy, CampusWorks

Session objectives

• Understand the impact of business processes on student success

• Appreciate the value of business process review in recapturing time, talent and dollars

• Help you anticipate push back

What’s getting in the way of student success?

How does it happen?

Mission Success

Technology & Software

People

Business Process

Lack of training

Systems don’t adapt to changes over time Misaligned

processes

Business process reengineering

Bringing the pieces together with BPR

• Manage operational costs• Improve service• Create sustainable performance

Alignment with institutional mission & strategy

StrategicPlan

Enroll-mentPlan

TechStrategic

PlanIT

OpsPlan

DeptOps

Plans

Alignment leads to optimization

Align people, processes &procedures and leverage technology in doing so

San Jose Evergreen CCD

Dr. Rita CepedaChancellor

The ups & downs at SJECCD

Rebuilt the infrastructureLeverage existing ERP system

Upgrade outdated applications with

contemporary solutions

InfrastructureTraining

Outdated applications

Focused on student success & completion

• BPR revealed poor system configuration of existing degree audit system

• Policies & approaches were different across the campuses

• New technologies were not being leveraged

• New state requirements made staffing to meet the need nearly impossible

• Overwhelming task for any one department

Progress toward degree

Courses completed

If/then to

change Major

Happy by-products

• Shared understanding of how to advance student success & completion amongst campus & district staff– 40+ users trained, including counselors,

administrators, deans, and support staff

• 451 students have Student Plans with 1785 planned terms– On average, each student has 4 planned terms– Translates to a path to stay in school for these terms

• Enthusiasm for using the tools & technology• Greater collaboration

Bunker Hill Community College

Dr. Pam EddingerPresident

The ups & downs at BHCC

Leverage existing ERP systemRecast business processes to

align with LifeMap goalsHidden cost savings

Looming Title III demandsDepartments disconnected

from ITWorking around; not with

LIFEMAP

Happy by-products

• BPR becoming a cultural norm• Courage to use systems and replace

manual processes• More paperless processes• Staff is spending more time “serving”

than doing administrative tasks• Departments are embracing

technology rather than pushing it to the IT staff

What does it take to be successful?

• Courage

BPR is a transformational tool

• Creates a single definition of the Student Experience at your institution

• Increases understanding of the impact & power of individual actions

• Aligns policies, people, processes & procedures

• Leverages your technology investment

Discussion