Business Process Redesign

Business & Finance Division

BPR Notes

October 19, 2005

Attendees: Patsy Barr, Patricia Durrough, Dan Lewis, Tom Mackel, Jerry Mock,

Robin Mullinix, Cathy Osborne, Mike Renfrow, Stephanie Rooks

Absent: Bill Gauthier, Bob Watkins

Notes from BPR meeting of 9-14-05 meeting were distributed on 10-18-05.

Current division BPR efforts in process:

BPR	Department	Members	Status	Impact
Document Management	B&F Division	Dan Lewis - Tricia Durrough, Patsy Barr, Robin Mullinix, Stephanie Rooks, Bob Watkins	-Template has been designed for 6/22/05 meeting. -Shredding Bins: 9 purchased overall - 2 being used in B&F. -10/4/05: Inventories have been received from all areas except for BITS & Public Safety	-Increased storage space. -Secured disposal -Conformity to BOR Guidelines
Customer Service	B&F Division	Patsy Barr – Stephanie Rooks, Tricia Durrough, Dan Lewis	- 9/19/05: Meeting reviewed survey design, frequency, and training needs. See Meeting Notes following Agenda.	-Measurement of customers. -Continuous Improvement. -Conformity to SACS requirements.
Budget Management Systems, reporting (Columbus Model)	Budget	Tricia Durrough	- 12/15/04: Mr. Gauthier stated that this is totally dependent on OIIT. He plans to follow-up with William Bowes on 3/3/05. - 03/30/05: On hold pending BOR action.
Time and Attendance	Human Resource	Stephanie Rooks	- Met with Kronos T&A representatives - Funds budgeted - Develop committee to review generic issues. - To be addressed at CBO meeting on 3/3/05. -3/30/05: On hold pending BOR action

Note: As indicated, BPR’s on Budget Management and Time and Attendance are “on hold” pending BOR action.

Document Management – With the exception of BITS and Public Safety, inventories were submitted by all B&F areas. Robin Mullinix and Tom Mackel indicated that they would send this to Dan electronically. Jerry Mock mentioned that even though most areas achieved the target date, there may be more time required to analyze the information.

- Dan stated that the Campus Records Management Committee (RMC) has met twice in the last month and they are reviewing the existing forms that are available for records management. After examining the template that was designed by Robin for our area, the RMC is considering using something similar for the other divisions. Dan also stated the RMC is evaluating the current process for record destruction, outside storage, and the existing forms that are listed on the IRP website to determine if the process can be simplified.

“Completing an inventory of our documents using the BOR series guidelines is a significant step in this process” said Dan. “Those areas that are holding onto convenience copies may begin to assess whether it is necessary to retain them since we now have identified those areas that are responsible for the original copies.”

Customer Service - The committee on Customer Service met and their recommendations were reviewed by the BPR committee. The following points were discussed:

- Mike Renfrow indicated that if a professional consultant is contracted, all B&F personnel should attend. John Roessler endorsed that request indicating that most consultants can customize their messages depending on the area they are speaking to. Stephanie Rooks emphasized that whoever is selected has to be motivational – otherwise, the attendees will lose focus on the purpose of the seminar.

Following, are BPR’s that have been submitted for the current fiscal year from the designated B&F areas:

BPR	Department	Members	Status	Impact
B&F Website	Division	Jerry Mock – Robin Mullinix, Bill Gauthier	Enhance current website for effective customer usage.
Equipment Inventory	Public Safety	Tom Mackel -	Improve accessibility and information on PS equipment.
Communications	Public Safety	Tom Mackel -	Improve on PS Dept. abilities in Hispanic communication.
Fire Evacuation Plans	CP&F – RM/EHS	Matt Jordan - Robin Mullinix	Conversion of existing plans from CAD format to Visio 2003. Completed.	-Compatibility issue resolved. -Increased efficiency -Continuity maintained -Future corrections minimized.
Worker's Compensation	CP&F – RM/EHS	Unassigned	Communication loop between employee, employer, spouse-parent, treating physician, DOAS, and Human Resources.
Building Inspections	CP&F – RM/EHS	Unassigned	Time intensive, unable to perform inspections according to schedule and unable to perform on-site follow-up to verify work has been completed. Communication.
Asbestos Management	CP&F – RM/EHS	Unassigned	Identification and sampling of materials, documentation of results and surveys, communication with building occupants and facilities and grounds employees, maintenance of training.
Vehicle Accident Investigation/Claims	CP&F – RM/EHS	Unassigned	Obtaining police reports, communication with vehicle owner and DOAS or other insurance agent, documentation and follow-up.
Data Collection and Reports	CP&F – F&G	Unassigned	We are now updating our technology to better serve the University in the area of work data collection and report generation.
Operational services	CP&F – F&G	Unassigned	Review of operational performance with-in our Custodial and Landscape departments.
Administrative Staff Support	CP&F – F&G	Unassigned	As noted in our "Return to Work" BPR - An annual evaluation is necessary.
BPR	Department	Members	Status	Impact
Planning For Long Range Development of the Campus	CP&F – CP&D	Unassigned	Opportunities for improvement involve the more effective use of overall Campus preplanning related to updating the Physical Master Plan by involvement of professional consultants early on and incorporating the process in our procedures.
Operational services	CP&F – F&G	Unassigned	Process review of privatitized operations. University Suites, Apartments, etc.
Operational services	CP&F – F&G	Unassigned	A cross functional department review of Vandalism and impact on Budgets, Retention, and Student satisfaction.
Programming & Design Phases of Construction Projects	CP&F – CP&D	Unassigned	Opportunities for improvement include the decision making process during preplanning in developing the proper delivery method best suited for each project as well as better communication and involvement of our clients in program development of the project. Developing our procedures to reflect and aid in this process would be key.
Construction Administration	CP&F – CP&D	Unassigned	Opportunities for improvement would be to somehow find ways to process projects, contracts, and change-order requests through the BOR Office of Facilities in an expedient manner.
Construction Project Management	CP&F – CP&D	Unassigned	Opportunities for improvement are in the area of project management, developing a good contractor base, schedule improvements, assuring quality control, management of construction activity and progress, and documentation during the construction process.
Maintenance of Facility Information	CP&F – CP&D	Unassigned	Opportunities for improvement would include improving the efficiency of document retention and retrieval of all documents that are necessary and required. This may include electronic filing, providing additional space, relocation of stored materials, leasing of space for archived documents, professionally contracted document storage, or a combination of the above.
Agency Accounts	Purchasing	Unassigned	There are currently no policies and procedures provided by the USG to provide guidance as to how these funds can be used nor what funds can go into these accounts. There are also tax issues related to these accounts.

The directors from the remaining B&F areas indicated that they would email their BPR’s to Dan Lewis by the end of the week.

A schedule will need to be developed so that each area can prioritize those BPR’s they will address each year.

DRAC

Stephanie reported that no further action has been taken since the last meeting.

B&F Website

Jerry Mock reviewed some of the changes that are being considered and presented us with a design that was patterned after the one that was used for both the President’s office and the VP for University Advancement. Jerry requested that each department compile a list of key words or services that they will want to associate with their area. Jerry requested that we send this to him by November 10^th.

Adjournment

The Meeting adjourned at 11:45 a.m. The next BPR meeting is scheduled for November 16, 2005 at 10:00 a.m.

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Customer Service Committee

September 19, 2005

Present: Tricia Durrough, Stephanie Rooks, Dan Lewis, and Patsy Barr

Charge: To define the method and frequency of customer service surveys for the Division of Business & finance, and other customer service issues

Surveys have been conducted for the following areas with the Division:

Department	Last Survey	Next Scheduled
Controller	November, 2004	FY2007
Human Resources	December, 2004	FY2007
Budget	October, 2004	FY2007
Student Financial Services	March, 2005	FY2006
Auxiliary Enterprises (Faculty/Staff only)	January, 2005	FY2007
Public Safety	November, 2005	FY2006
Facilities/Campus Planning	FY2004	November, 2005
Internal Audit		FY2007
BITS (internal to B&F)	FY2006 (informal)	FY2007
Auxiliary (Students)		FY2006

The committee recommends that one survey directed to faculty and staff be used for all areas within the Division and a second survey be used to target students. The single faculty/staff survey would have subdivisions for the departments of Controller, Budget, Internal Audit, Human Resources, Auxiliary Enterprises, Public Safety, and Facilities/Campus Planning. The faculty/staff survey should be conducted every 2 years.

The student survey should be conducted annually and combined for Student Financial Services, Human Resources, Cashiers, Public Safety, Mail Services, Bookstore, Higher One, and Facilities.

The committee also recommends:

· the number of questions be reduced (possibly 5 key customer service questions), but that a comments section be increased. Questions should be aimed at exploring “How can we improve?”

· the survey be titled and a brief description given to identify the survey as being for the Division of Business & Finance, and the purpose and frequency of the surveys. Stress should be placed on providing feedback on ways to improve.

· the surveys should be sent out in October or February.

The committee also recommends that the Division conduct a customer services training session led by an outside consultant. It would be important to find a dynamic consultant so that employees would not feel their time is wasted. The training session should be required for all Business & Finance employees except personnel in Operation & Maintenance. It is suggested that Aycock be closed for the approximate 90 minute session. Two separate sessions could be conducted if necessary, but it is felt that more benefit would be derived from all attending together.