1. 1EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management
Problem Statement
 A lack of consistency in the “Leave of Absence” ( LOA’s) granting
process managed by the Education Department creates a stream of
unscheduled workflow over several departments in the company.
– These unscheduled work flow negatively affects the quality of our customer service
experience throughout the company.
– Inconsistent validation and processing of LOA’s creates a loss in revenue for our
company on an average of $2200 per student per month when students suspend their
academic program.
1

2. 2EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management
Force Field Analysis
2
Ideal state= Future Desired State
Resisting
Forces
Driving
Forces
No
change
Solutions developed for the elimination of resisting forces through implementation:
1. Stream lined activities
2. Training
3. Promote group success
2 6 1 Total:
Total:5 8 1
11
18
Promoting
change
4
All departments
working as one
team
each department
to do their own
thing
Allow students to
take off at any time
for any reason
Students and
Officials know what
to expect in the
Application
process
2
un- scheduled
work persist
Minimize the negative
effects of LOA’s
Time and
resource
wasted
Stream
lined
activities
in the LOA
process

3. 3EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management
3
Student comes into
Education Office and
requests a Leave of
Absence (LOA)
Student meets with
Registrar and is
directed to
student’s program
Education
Supervisor
Is Program
Education
Supervisor
available?
Reschedule student
with Ed Supervisor
Education Supervisor
reviews LOA request
with Student
Is request
approved by
Education
Supervisor?
Student is
sent back to
class no LOA
Student is returned
back to Registrar
Is FA Rep
available?
Registrar escorts
student to Financial
Aid for review of
eligibility
Does student
qualify for LOA
with FA?
Reschedule student
with FA Rep
Student is
sent back to
class no LOA
FA Rep escorts
student to Business
Office for review of
eligibility
Is Business
Office Rep
available?
Does student
qualify for LOA
with Business
Office?
Student is sent
back to class
no LOA
LOA is
processed
“As Is” Leave of Absence Process:
Reschedule student
with Business Office
Rep
NO
NO
NO
NO
NO
NO
YES
YES
YE
S
YES
YES

4. 4EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management 4
Process Improvement Performance Metrics
 Accuracy
– Breakdowns in the current process with staff not being available can lead to LOA
processing errors since process is interrupted.
 Labor hours
– Wasted labor hours of both staff and students trying to physically walk the student
through the LOA process.
– Interruption of other or normal workflow with this unscheduled process.
 Revenue
– The process goal is to reduce the average number of LOA’s per month that occurs
within the student program by 50% totaling an average of $44,000 per month
(additional collectable revenue).
© 2010 The National Graduate School of Quality Management

5. 5EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management
Customer Requirement Matrix
5
OUTPUT
QUALITY
CHARACTERISITICS DESCRIPTION TARGET
IMPORTANCE TO
CUSTOMER
CUSTOMER
VIEW OF GAP
RANK
(1 = Low,
5 = High)
Processed LOA ACCURACY
Lost paper work
Incomplete paperwork
5 4
Poor
performance
If less than 5
2
Processed LOA
REVENUE
Validation process not
followed
Non valid LOA’s granted
5 5
Poor
performance
If less than 5
1
Processed LOA
LABOR HOURS
Representative not present
Multiple appointments 5 5
Poor
performance
If less than 5
2
Total 15 14 Total 5

6. 6EDU 338 [JP] [RB] 2014 © 2010 The National Graduate School of Quality Management
New Leave of Absence (LOA) Process
6
Student requests a Leave of Absence
(LOA) by submitting a written letter
and supporting documentation to the
Education Department.
Is the LOA request due to
Military or Medical
reasons?
Schedule student to see Financial Aid
and Business Office. Registrar processes
LOA after eligibility confirmation from
both Departments.
Student information is sent to
Financial Aid and Business
Office for review for LOA
Eligibility.
Is student eligible for an
LOA?
LOA is declined and
student is informed of
decision.
Student meets with scheduled LOA
Review Board consisting of
Education Management, Business
Office, and Financial Aid Reps.
Is student request for an
LOA granted by Board?
LOA is declined and
student is informed
of decision.
LOA is granted and
processed by
Registrar.
YES
YES
YES
NO
NO
NO
START