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Mining Administrative Gold:

Mining Administrative Gold:. Collaborating Cross-Campus to Find, Organize, and Share Resources. Mining Administrative Gold Panel of Presenters. John McBride Texas State University Human Resources Director Suzanne White Organization Development &Training Consultant Patricia Prado

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Mining Administrative Gold:

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  1. Mining Administrative Gold: Collaborating Cross-Campus to Find, Organize, and Share Resources

  2. Mining Administrative GoldPanel of Presenters John McBride Texas State University Human Resources Director Suzanne White Organization Development &Training Consultant Patricia Prado Executive Assistant: VP for Finance and Support Services Mark Leamons Texas State HR Information Systems Specialist

  3. What are we going to show you today? A Simple but Extremely Powerful Concept You Can Use to Increase the Effectiveness and Efficiency of your Administrative Support Staff

  4. We Suggest…. Capture your “Aha’s!” Jot down your questions for Q&A Note the acronyms and other information

  5. Considered Conditions Impacting Customer Service Implemented new Financial & HR System Decentralized support staff used resources inconsistently, ineffectively, inefficiently Some staff reluctant to use new resources No centralized, targeted training Resources not apparent or easily accessible Back office resource providers frustrated with front office users

  6. First Thoughts... Find a way to develop and implement a comprehensive training program Use North Carolina State’s model: A 4-day program that addressed critical business processes, such as HR Accounting Budgeting IT Security Police & Parking

  7. Had SomeOverwhelming Constraints Limited budget No professional trainers on staff Extremely lean staff with heavy workloads

  8. A Possible Solution… Appeal to the President’s Cabinet to fund a training program If funded, retain a consultant to develop and implement the program

  9. Gained Support & Assistance Gained President’s Cabinet support Retained Consultant Suzanne White to develop and implement an Administrative Support Staff Program

  10. Clarified Expectations 4-day comprehensive training program on University’s Business Processes/Services Research & Use NCSU’s model: QuickStart: University Business Practices Program Divide Project into Four Phases

  11. Project’s Four Phases Phase 1 Lay Groundwork Phase 2 Collect & Analyze Data Phase 3 Design Program Phase 4 Produce and Evaluate Program

  12. Phase 1:Laid Groundwork for Program Drafted the Project’s… Vision Mission Goals Desired Outcomes

  13. Vision Informed, Resourceful Texas State University Support Staff Mission Provide support staff information about the business processes, electronic applications, and other tools available on campus

  14. Project’s Primary Goal Identify the most cost-effective means to identify, organize, and share Support Staff Resources

  15. Desired Outcomes…. University’s Support Staff will Have access to information and processes they need to do exemplary work Know when and how to use resources effectively and efficiently Establish better working relationships with other staff, campus-wide Increase customer satisfaction

  16. Compared Texas State University to North Carolina State University

  17. Interviewed Key Players Director of Institutional Effectiveness What tools were available for surveying administrative assistants? AVP for Instructional Technologies Support and AVP for Academic Affairs What resources were available for presenters? The Six Executive Assistants What were their insights?

  18. Executive Assistant’s Advice… 1-day in length, 3 times a year Each Division would provide an overview of its departments and operations Various departments would produce the program HR- Set agenda/Coordinate presenters Professional Development- Handle Logistics Student Affairs- Moderate/Facilitate Events

  19. Texas State’s Constraints Skeletal Staffing Unlikely to get Managerial/Supervisory support Unlikely to get Department Reps to present Staff unlikely to attend a 4-day program Cost prohibitive to hire temps $10/hour x 8 hours = $80 x 4days = $320/temp/admin $320 x 25 admins attending each 4 day program = $8000

  20. End of Phase 1 Presented rationale why NCSU’s 4-Day program may not be feasible Drafted Vision, Mission, Goals, Desired Outcomes for Program

  21. Phase 2: Collect & Analyze Data: What do the admins want?

  22. Surveyed All Support Staff Drafted a survey & EA’s edited it Institutional Effectiveness Office formated, administered, collected data Analyzed and summarized data

  23. Support Staff Provided Feedback 70% of the support staff responded to the survey! Why such a response high rate? EA’s emailed their Division’s Admins Support Staff wanted provisions

  24. Support Staff Reported Need for a Website with Links to Resources 48% reported they search online for the resources they need, but, as one person suggested, “From a new employee standpoint, a single link on the front page of the university website that told you where to find information would be great.” 

  25. Others suggested… “One website that lists all the items an AA might require, listed alphabetically or by category and then (linked) to the particular department or office which owns the process.” and “Is there a possibility of an A-Z index being added to the Texas State homepage for easy access for locating specific items or information?”

  26. Support Staff ConfirmedTheir Need to Learn about the Wide Array of Resources One person pointed out, “…each (admin) has to learn different tasks for different situations with different priorities…. Whatever emerges should accommodate all these differences….”

  27. Half or More Respondents Indicated the Same Topics of Interest Division of Finance and Support Services Financial Services – accounts payable, travel, purchasing, payroll, moves and events Auxiliary Services – IDs, catering, printing, mail, vending, Bobcat tram Budget Office – budget development, budget reports Facilities – work requests, construction projects, recycling Environmental Health Safety and Risk Management – safety, insurance, Workers Compensation Human Resource – Master Data Center, employment, classification/compensation, benefits, leave and time, retirement work/life, dispute resolution, employee assistance program Division of Information Technology Reporting/resolving problems with computers, network connections, phones, classroom technology Software training, including SAP (the online Finance & Human Resource related services) TRACS: the online teaching, research, and collaboration system IT Security

  28. Topics of Interest, Continued Office of the President Audits and Analysis – ethics, compliance Equity and Access – hiring process, EEO Training University Attorney – compliance, legal matters Office of the Provost/ Division of Academic Affairs Registrar – class scheduling, grade rosters, administrative change forms Marketing – logos and developing brochures Division of Student Affairs Career Services – student employment services, career planning services. University Police Department – criminal activity, safety and crime prevention programs, parking facilities and services and university keys. University Advancement (None in top 17)

  29. The Big Question:How can we address such varied needs effectively with the university’s constraints?

  30. HR Director and Consultant Renegotiated/Redefined Project’s Deliverables

  31. Recommended New Products A Support Staff Resource Website: All resources at a single location and A Support Staff Resource Fair: Staff & Dept. Reps Networking Opportunities

  32. Began Developing Resource Website: Each Executive Assistant Collected Her Division’s Resources Resulted in a 7-page, 10 point-font, single-spaced List of Resources

  33. In the meantime, Consultant Attended university’s website design class Discussed creating the website with the University’s Webmaster Followed his advice: Asked HR Director to identify staff to develop and maintain the website

  34. HR staff identified todevelop the Support Staff Resources Website

  35. The 3 HR Site Developers Met with HR Director and Consultant to learn the site’s purpose Used EA’s list of resources to create site’s main page, arranging the resources by Division Later, created site’s page arranging the resources A-Z

  36. Developing the Other Initiative:The 1st Support Staff Resource Fair Needed a Cross-Campus Committee to Participate in Development and Prepare to Oversee Recurring SSR Fairs

  37. Getting Support for anAdministrative Support Staff Committee to Oversee Resource Fairs Consultant wrote rationale for an ASSC HR Director advocated for establishing the ASSC to his Vice President VP recommended chartering the Committee to President’s Cabinet EA’s recommended members: 1 or 2 from each Division including Admins I to Admins IV President’s Cabinet chartered the Committee

  38. The Administrative Support Staff Committee chartered to ♦ Organize Resource Sharing Events ♦ ♦ Oversee the Website ♦ ASSC Executive Sponsor Bill Nance • ASSC Co-Leaders • John McBride Floyd Quinn • ASSC Members • Bret Adams Lisha Barker Sue Hall • Linda Arredondo Dixie Burge Melinda Olivo • Ethel Banks Cynthia Darling Ana Webb • Facilitator – Suzanne White

  39. The Administrative Support Staff Committee

  40. Organizing the ASSC Began with a Team Building Meeting and shared mission Consultant facilitated weekly ASSC meetings with agendas to ensured timely progress producing 1st Fair Engaged Website Developers with ASSC

  41. Consultant’s Role in Phase 4Orchestrated & Created Systems/Templates for The 1st SSR Fair Created Systems Presenter/Department Rep selection process Communications systems Assigning/Tracking ASSC roles/responsibilities Registration process

  42. Consultant’s Role in Phase 4Orchestrated & Created Systems/Templates for The 1st SSR Fair Created Templates, Documents … Fair Agenda Presenters’ & Dept. Reps’ Logistics Exercises & Job Aids for Participants PowerPoints

  43. Consultant’s Role in Phase 4After the 1st SSR Fair Administered, analyzed a Post-Fair Survey with the Institutional Effectiveness Office Prepared Report from SSR Fair Participant Feedback Facilitated a Post-Fair ASSC meeting Passed the Torch to ASSC

  44. Consultant’s Keys forAny Organization-Wide Endeavor Ensure Executive Support Base Decisions on Data Identify & Engage Key Players Empower Players

  45. Patricia PradoExecutive Assistant/ASSC Liaison Serves as connection between ASSC and all Divisions’ Executive Assistants Oversees activities of the Administrative Support Staff Committee

  46. Texas State University Administrative Support Staff Over 500 Administrative Assistants Six Executive Assistants President’s Office Provost and VP for Academic Affairs VP for Finance and Support Services VP for Information Technology VP for Student Affairs VP for University Advancement

  47. Purpose of SSR Fairs Provide Support Staff Opportunities Network with Department Reps Attend “Hot Topic” Presentations Explore the SSR website

  48. Three Fairs Produced to Date * October 2010 * * April 2011 * * November 2011 * 350 Admins Have Participated

  49. Producing an SSR Fair Initial Planning When? Dates Timeframes Where? Assign ASSC Roles/Responsibilities

  50. Producing an SSR Fair Determine Workshop Topics Departments Reps for Networking

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