Process Documentation and Improvement Project Kickoff Event March 22, 2007

1. Technology Support Services Process Documentation and Improvement Project Kickoff Event March 22, 2007

2. Welcoming Comments • Leisa James Coordinator of Technology Support Services • Earl Monsour Director of Strategic Information Technology • John Hawkins Manager of Technology Support Services

3. Agenda • Purpose • Scope • Goals • Methodology • Documentation Example • Deliverable • Calendar and Schedule

4. Purpose • To document and improve existing TSS Department processes using cross-functional teams of subject-matter experts

5. Scope • Triage Phone Call • Triage Walk-in • Triage Help Desk Email • Triage Helpdesk Ticket • Troubleshoot Phone Call • Troubleshoot Walk-in • Troubleshoot Help Desk Email • Troubleshoot Helpdesk Ticket • Update Helpdesk Ticketing Information • Close Helpdesk Ticket

6. Goals • Document and understand departmental processes • Improved efficiency • Improved customer relations and customer service • Improved and effective communication within the department and the college community

7. Goals (continued) • Improved image within the college community • Improved morale of TSS Department staff • Become proactive, not reactive • Reduced workload for TSS Department staff

8. Methodology • Multi - phased project • Phase 1 - Document existing processes and analyze for improvement the ten processes listed • Phase 2 - Assemble new list of department processes to evaluate and improve until all processes for the TSS department have been documented and updated / improved

9. Methodology (continued) • Facilitated team sessions • Identify existing process steps • Visual and written descriptions • Three time rule • Cross-functional teams • Improve processes

10. Documentation Example • Process diagrams – SellMovie Ticket sample • Process descriptions – Sell Movie Ticketsample

11. Example of Process Diagram

12. Diagram Symbols Identifies the event beginning a process. Event Identifies the name of the process step ProcessStep Decision Point Identifies a major decision point within a process Identifies the name of the position that will be Position Identifier performing the process step

13. External Process Diagram Symbols (continued) An entity outside the process that provides or receives input External Entity to or from the process Indicates an entire process outside of the current process Stop Indicates the conclusion of the process Process flow from one process step to another Information flow from one process step to another process step or to an external process or process entity

14. Description Components • Inputs to the process • Outputs from the process • Process end state • Assumptions and General Notes • Supporting Documents • Events • Process Steps

15. Deliverable • Final report • Executive Summary • Process Descriptions • Process Diagrams • Recommendations • Next Steps

16. Calendar and Schedule • Phase I • March 27th - July 12th, 2007 • Existing Process (March 27th to May 17th) • Improved Process (May 22nd to July 12th) • 4 month duration (Total of 32 Sessions) • Tuesdays and Thursdays (1½ to 2½ hours)

17. Leisa James (Analyst) William Ellsworth Mihael Lopatko Edgar Ramirez David Ruvalcaba Rhonda Barger Robert Seifert Chris Gunter Members of Process Teams

18. Any Questions? Thank you for your participation and support!

19. This is a safe zone! Maintain confidentiality Everyone participates, no one dominates Help us stay on track One speaker at a time- do not interrupt Be an active, objective listener No rank in the room Give freely of your experience Respect each other Ask questions whenever needed Keep an open mind Agree only if it makes sense Disagree only if it makes sense Have Fun!! Ground Rules