Body, Mind and Soul T he Leiden University Blackboard Quality Model .... or ....

1. Patrick Klaassen Product & Process Manager Blackboard Body, Mind and Soul The Leiden University Blackboard Quality Model .... or .... How we Created a Strong Body with an Intelligent Mind and a Sparkling Soul to Improve the Quality of Service, Control Cost and Manage Expectations 1/22

2. Where are we? 2/22

3. Who are we? Quickfacts: • Founded in 1575 • 17.000 students • > 3000 Courses 3/22

4. And now the serious stuff ..... Blackboard Quality Management ... Body, Mind and Soul 4/22

5. Why Quality Management? Highly dynamic and demanding environment: • Increasing Blackboard usage (every year) • 70% of our Educational Business Processes supported by Blackboard • Increasing demands for service & innovation from our users • Need to control costs, deliver high quality services & account for the choices we make 5/22

6. Actual Situation • Many organizational units involved in providing Blackboard service: Roles, Tasks & Responsibilities not clear • Hierarchical lines and organizational interests prevailed • Lack of procedures: strongly improvizing organization Declining Quality of Service, loss of motivation 6/22

7. Our Solution ....... • Creating a strong Body • Giving it an intelligent Mind • And a Sparkling Soul 7/22

8. Step 1: Creating a Strong Body 8/22

9. Creating a Strong Body The Body End Users Pedagogical Center Computer Center Faculty Blackboard Organizations Central Blackboard Organization 9/22

10. End users Services Faculty BlackboardOrganizations SLA Conditions Services Blackboard Management Organization System Owner Product & Process Mgr. SLA SLA SLA Money Services Money Services Money Services Provider IT-Supplier Support Provider Computer Center Pedagogical Center Creating a Strong Body The Body Customer  SupplierRelationships between Organizational Units Bb Mgmt Organization provides ALL Bb services to faculties Bb Mgmt Organization uses different suppliers to provide services Service delivery based on SLA’s 10/22

11. The Mind Step 2: Creating an Intelligent Mind ....Working intelligently together on 3 key areas 11/22

12. End users Faculty BlackboardOrganizations Blackboard Management Organization System Owner Product & Process Mgr. Provider IT-Supplier Support Provider Computer Center Pedagogical Center Creating an Intelligent Mind The Mind Service Level Management Change Management Incident Management 12/22

13. 1. Service Level Management – How to make sure the services provided are the services needed? The Mind Users Services Towards a demand driven Blackboard Organization Faculties Services Conditions SLA Bb Mgmt Organization SLA Services Money Supliers 13/22

14. 1. Service Level Management – How to make sure the services provided are the services needed? The Mind • Blackboard Mgmt organization <=> Faculties Users - Create Service Catalog Services - Analyse relationship Blackboard  Business processes Faculties - Define Service Needs, Service Levels and Conditions Services Conditions SLA - (De)sign & evaluate SLA’s with faculties Bb Mgmt Organization • Blackboard Mgmt organization <=> Suppliers SLA Services Money - Specify Service Demands based on Service Needs of Faculties Supliers - SLA with Supliers based on Service Demands - Mesure and evaluate Services delivered 14/22

15. 2. Change Management – How do we cope with innovation? The Mind Towards a structured way of accounting for, planning, budgetizing and implementing new Services 15/22

16. 2. Change Management – How do we cope with innovation? The Mind • Request for a Change • Accept & Publish RFC 16/22

17. Change Management The Mind 16/22

18. 2. Change Management – How do we cope with innovation? The Mind • Request for a Change (everyone) • Accept & Publish RFC (Change Manager) • Quickscan & Categorize (S/M/L) (Change Manager) • Decision Making & Planning (based on RFC’s) 16/22

19. 2. Change Management – How do we cope with innovation? The Mind Decision Making & Planning (based on RFC’s) SMALL: ASAP > Change Manager > Paid from our annual Bb budget MIDDLE: every 3 months a new release > Change Advisory Board > Paid from our annual Bb budget Yearly Bb Project calendar LARGE: every year > IT Strategy Board >Paid from a central IT Innovation budget 17/22

20. 2. Change Management – How do we cope with innovation? The Mind • Request for a Change (everyone) • Accept & Publish RFC (Change Manager) • Quickscan & Categorize (S/M/L) (Change Manager) • Decision Making & Planning (based on RFC’s) • Implementing, testing and evaluating 18/22

21. End users Services Faculty BlackboardOrganizations SLA Conditions Services Blackboard Management Organization System Owner Product & Process Mgr. SLA SLA SLA Money Services Money Services Money Services Provider IT-Supplier Support Provider Computer Center Pedagogical Center 3. Incident Management – How do we provide support? The Mind First Line support: Faculties => Students & Teachers Second Line support: Pedagogical Center => Faculties Third Line support: Computer Center => Pedagogical Center 19/22

22. The Soul Step 3: Giving the Body besides a Mind a Soul …. Communication and Community Building How to keep happy members 20/22

23. B-Day • 2 weekly workmeetings with faculties • Weekly workmeetings with computer center MSN: Quick Questions Wiki: Writing Together Weblog & RSS: News on Demand 21/22

24. Thank You for Your Attention! Patrick Klaassen Product & Process Manager Blackboard PLF.Klaassen@Bb.LeidenUniv.nl 22/22