Presentation for Maricopa's 2011 Teaching and Learning with Technology Conference, by Ben Archer, Victor Navarro, and Mark Schufletowski.

1. Doing More with Less A case study in technology process improvement

2. Project Overview Project Background Challenges Previous project (’99) Key Business Processes Pilot

3. The 4 P’s of Team Makeup Including key stakeholders is essential Process requestors Problem customers Programmers People who execute the work

4. Process Improvement Demo

5. Sample Process 1: New Employee Setup Business problems: Too many handoffs Time to completion Dropping the ball Communication & transparency Process defines the tool Custom Remedy workflow People problems Get as close to agreed-upon process as possible

6. Sample Process 2: Course Software Request Based on faculty liaisons for individual rooms Not scalable Problematic for rooms shared by divisions Software not removed Major pain point for semester startup Based on linking courses to software needs Extremely scalable Automatically handles shared rooms Software can be flagged for removal if not used Will auto-update for new sections, class room moves, etc. Old System New System

7. Lessons Learned Define business problem(s) Process defines the tool You can’t solve people problems with processes Get as close to agreed-upon process as possible

8. Summary Customer and stakeholder involvement IT is a customer-centered service ITIL People/Process/Tools Organizational Process Analysis Team

9. Get more at: techfest.weebly.comQuestions?