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Using BPM to Ensure Outstanding Service
- 1. Using Process Control to Ensure Outstanding Service and Quality Michael Lorenz, Executive Director/University Registrar, Kaplan University WCET Annual Conference, October 2009 Property of Kaplan Higher Education
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- 11. FMEA and Response Plan Property of Kaplan Higher Education
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Notes de l'éditeur
- KU at a glance
- RO case study
- Begin narrative. . .
- More intro to narrative
- 3Ms, go into detail about what each step entails.
- Some CTQ stuff. . . This will inform the next slides about dashboards, etc. Metrics only as good as the customer requirements they allow you to manage
- Map: example of product of this phase. Go into why this is useful and what it enables.
- Discuss newfound ability to measure volume, SLA, trends, etc. Budgeting is ‘easy’ now. . .
- FMEA (COP has 66 possible failure modes) to response plan
- From here, we began ticketing processes. Allows us to track them all without manual work, manage volume and SLA
- Day-to-day management here, in dashboard