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Doing More with Less

Explore how a business tackled challenges, improved key processes, and achieved success through technology process improvement in this insightful case study.

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Doing More with Less

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  1. Doing More with Less A case study in technology process improvement

  2. Project Overview • Project Background • Challenges • Previous project (’99) • Key Business Processes • Pilot

  3. The 4 P’s of Team Makeup • Including key stakeholders is essential • Process requestors • Problem customers • Programmers • People who execute the work

  4. Process Improvement Demo

  5. Sample Process 1: New Employee Setup • Business problems: • Too many handoffs • Time to completion • Dropping the ball • Communication & transparency • Process defines the tool • Custom Remedy workflow • People problems • Get as close to agreed-upon process as possible

  6. Sample Process 2: Course Software Request Old System New System • Based on faculty liaisons for individual rooms • Not scalable • Problematic for rooms shared by divisions • Software not removed • Major pain point for semester startup • Based on linking courses to software needs • Extremely scalable • Automatically handles shared rooms • Software can be flagged for removal if not used • Will auto-update for new sections, class room moves, etc.

  7. Lessons Learned • Define business problem(s) • Process defines the tool • You can’t solve people problems with processes • Get as close to agreed-upon process as possible

  8. Summary • Customer and stakeholder involvement • IT is a customer-centered service • ITIL • People/Process/Tools • Organizational Process Analysis Team

  9. Get more at: techfest.weebly.comQuestions?

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