Process Mapping Library at the University of Kent

Melissa Bradley, Humanities Faculty Administration Manager

5th January 2012

Context

Creating Value. Delivering more with less 5th January 2012Page 2

• The Faculty Manager roles at Kent were created in 2009 as a consequence of a University wide administration review which recommended that all academic administration services should be brought together under one structure.

• The purpose of the changes was to develop the efficiency, effectiveness, and consistency of the University’s administration and provide a professional support structure

• Previously many of the administrative functions in the 18 academic Schools had developed in an ad hoc fashion according to local contexts.

Context (II)

The Faculty Managers at Kent have outlined 4 key aspirations:

Developing processesDeveloping peopleDeveloping connections Developing strategic awareness

These link to the University’s vision of:• Operating in an efficient, effective, sustainable and

professional manner, (Institutional Plan 2009-2012)

Creating Value. Delivering more with less 5th January 2012Page 3

i

Why Process Mapping? - Focus of Change

Creating Value. Delivering more with less 5th January 2012Page 4

• To ensure equality across all the academic administration services by having a “one process” methodology

• To improve effectiveness, efficiency, consistency and communication across the academic administration

• To facilitate joined up thinking across all the University’s Professional Service departments e.g. breaking down silos

Process Mapping Project

Creating Value. Delivering more with less 5th January 2012Page 5

• Still at early stages, working to roll out across the University. Modular approach

• Initial focus was engaging with Professional Service departments, emphasising efficiency, savings and process improvement

• Triaster was chosen as the specialist software used to map and share processes through a single online library

• Invested in training 40 staff to use the Triaster software

Process Mapping Project (II)

• Currently in second phase of project as the lead Faculty manager and project champion left the University in May 2011

• Subsequent need to regroup and assess how to continue

• New direction – more targeted approach with a stronger focus on communication

• No-one full-time on the project – all have to fit around existing roles

Creating Value. Delivering more with less 5th January 2012Page 6

Kent’s Process Library

• Process Library went live in September 2011 Architecture and search and reporting functionality

design Process Library administrator

• Still only 15 – 20 maps – not huge, not many users yet

• People tend to look because it’s a new system – not yet used as a “go-to” point of reference because it does not have sufficient information available

• Improving staff engagement with the library and process mapping is the priority of the project

Creating Value. Delivering more with less 5th January 2012Page 7

Kent’s Process Library (II)

Creating Value. Delivering more with less 5th January 2012Page 8

Creating Value. Delivering more with less 5th January 2012Page 9

Reviewing a process

Creating Value. Delivering more with less 5th January 2012Page 10

Examples of process maps:

Creating Value. Delivering more with less 5th January 2012Page 11

Proposal EG Approval in Principle PASC Formal Approval

Process Authoriser: Quality Assurance and Validation ManagerProcess Leader: Andrew MacGregorProcess Department: QAV Office

Last Revised: 13/01/2011Version: 1.0

Warning: Printed versions may be out of date. Check Process Library for current version

New UG Programme Approval (Code of Practice Annex C)

Requirement to approve a new UG programme

of study

Outline proposal ready for EG consideration

Senior Deputy Vice-Chancellor

EG consideration

Communicate to School/Faculty/

Finance/QA

Reject

EG outline approval

Approve

Recommendation to PASC

Quality Assurance and Validation

Manager

PASCConsideration

Communicate to School/Faculty/

Finance/QA

Reject

Report new programme approval to

Graduate School Board

Approve

Communicate to Admissions &

Marketing

Communicate to School & Faculty

Senior Deputy Vice-Chancellor

UG Programme Specification approval by School and Faculty

committees

Senior Deputy Vice-Chancellor

Prepare Outline Proposal for Executive

Group

Annex C Requirements

Creating Value. Delivering more with less 5th January 2012Page 12

Process Authoriser: Head of Information Recruitment and AdmissionsProcess Leader: Head of Information Recruitment and AdmissionsProcess Department: Recruitment and Admissions

Last Revised: 30/08/2011Version: 1.0

Warning: Printed versions may be out of date. Check Process Library for current version

Postgraduate Admissions Overview

PG Applicant

PG Admissions Team

PG application check-in

PG file ready for

processingSchool

PG application decision

PG offer made

awaiting response

PG Admissions Team

PG offer conversion PG ready for

unconditional

PG Admissions Team

PG pre registration

PG student ready for enrolment

Process Mapping/Process Library Benefits

• Developing a consistent and continuous improvement approach across the University

• Enhanced documentation located in a single reference point

• Improving accessibility, transparency, clarity, quality and understanding of University processes

• Sharing best practice and staff know-how (rather than re-inventing the wheel)

• Identifying and rectifying weaknesses/critical points of failure in processes

• Avoiding repetition within processes, thus saving time

Creating Value. Delivering more with less 5th January 2012Page 13

Creating Value. Delivering more with less 5th January 2012Page 14

Key Learning Points/Challenges• Establishing a well-defined project brief and plan • Team approach rather than relying upon one

individual • Ongoing and effective Communication • Measures of success - Before and After scenarios • Sustaining engagement with process mapping and

the Library• Training and support for staff – focus on helping staff

understand the processes and how to map them rather than the Process Navigator software

• Embedding process mapping and library into everyday working practices

Contact details

Creating Value. Delivering more with less 5th January 2012Page 15

Melissa Bradley, Faculty Administration Manager, University of Kent

01227 823753m.v.bradley@kent.ac.uk

http://www.kent.ac.uk/academic/projects/process_improvement.html