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CIO  February 2009

CIO February 2009

Subject:

Re: Redesign Student Administrative Processes

From:

Dennis Lindner <[log in to unmask]>

Reply-To:

The EDUCAUSE CIO Constituent Group Listserv <[log in to unmask]>

Date:

Tue, 3 Feb 2009 20:44:51 -0600

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (188 lines)

Sam,

We used Moran Technology Consulting www.morantechnology.com to help us 
with the task of reengineering our student administrative processes. 
Their approach was to lead us through several process reviews and at the 
same time train a couple of our staff who were charged with leading this 
effort once the Moran people left. The reins were gradually handed over 
and we will now continue the effort without the help of consultants. One 
of the two individuals trained to lead this effort is from the financial 
aid office and the other is an information technology specialist from 
the admissions office. Central IT staff participated in this process but 
it has been largely driven by the administrative offices.

Dennis Lindner

Director, Information Systems

University of Northern Iowa

Cedar Falls, Iowa 50614

Ph: 319 273-2424



Young, Samuel S wrote:
>
> I had a few side bar conversations that I think would be interesting 
> for all.
>
> Firstly, many of us just cannot operate business as usual any more. 
> Student expectations, technologies and customer service practices have 
> past us by. I feel that many are having these conversations or will be 
> going through the same conversations very soon.
>
> Secondly, for those that has gone through this process. They have 
> adviced me to establish a committee and allow the committee to do its 
> work. IT would just be part of the team instead of the “instigator” of 
> the change. The institution would be more willing to accept the change 
> if it came from a committee instead of IT. (We have established a 
> process improvement team.)
>
> Thirdly, we should consider a one-stop-shop scenario. However, the 
> definition of one-stop-shop seems to be different in every 
> institution. (This is our ultimate goal but my dilemma is whether to 
> voice this as our ultimate goal or not. If the goal seems too far away 
> would the members of the committee feel discouraged?)
>
> Fourthly, some of you suggested using a consulting firm to help with 
> the change. These consultants have experience with process changes and 
> they would be able to steer us away from some of the pit falls.. (We 
> are hiring consultants from our ERP company, but it is very expensive 
> and I’m not sure I can continue to use their services.)
>
> Fifthly, we should flow chart our current processes within each 
> department. Once the process is documented, it would be quite easy to 
> identify some “low hanging fruits” as well as other ways to streamline 
> the processes. (We are actually doing this)
>
> There are other very specific suggestions that I’ve left out. What 
> other suggestions can those that have gone through this give us that 
> are going through this?
>
> God bless,
>
> Sam Young
>
> Chief Technology Officer
>
> Our Lady of the Lake University
>
> 411 SW, 24th St.
>
> San Antonio, TX 78207-4689
>
> Ph: (210) 431-3917
>
> *From:* The EDUCAUSE CIO Constituent Group Listserv 
> [mailto:[log in to unmask]] *On Behalf Of *Young, Samuel S
> *Sent:* Tuesday, February 03, 2009 9:06 AM
> *To:* [log in to unmask]
> *Subject:* Re: [CIO] Redesign Student Administrative Processes
>
> Hi Tim and Kyle,
>
> While your assessment that IT should NOT be in the middle of this 
> process is true, there is another side of this story that you need to 
> consider. We decided that we needed a “C” level or VP level person to 
> head up this committee as it spans across different divisions. The 
> problem is who is the right person to chair? If we choose one VP over 
> one of the departments, then the other departments may feel that there 
> is a bias towards his/her department. Additionally, the person needs 
> to have a good understanding of these processes. So by default, I was 
> selected.
>
> God bless,
>
> Sam Young
>
> Chief Technology Officer
>
> Our Lady of the Lake University
>
> 411 SW, 24th St.
>
> San Antonio, TX 78207-4689
>
> Ph: (210) 431-3917
>
> *From:* The EDUCAUSE CIO Constituent Group Listserv 
> [mailto:[log in to unmask]] *On Behalf Of *Timothy Chester
> *Sent:* Monday, February 02, 2009 9:01 PM
> *To:* [log in to unmask]
> *Subject:* Re: [CIO] Redesign Student Administrative Processes
>
> Well, let me through out an idea that is a little different. 
> Presidents and provosts want CIOs and their organizations to play 
> advisory and consultative roles, as well as the traditional 
> transactional (do what is asked, order taker) role. I agree with 
> Kyle's sentiment that IT shouldn't own this process, but, IT typically 
> is the only organization that understands how everything works across 
> the enterprise in integrated way. IT leadership can play that advisory 
> role as an important entity with a seat at the table. You should 
> strive for that, but, without taking complete ownership over the 
> project. That way, your institution benefits from your expertise and 
> experience - and your organization gains some credibility an important 
> business partner.
>
> Now - to do so, it's very, very important that "the trains run on 
> time" in regards to your regular transactional (order taking, 
> infrastructure) responsibilities. Whether it's true of not, if the 
> campus perceives that the trains don't regularly run on time you will 
> not have the credibility to play the advisory, consultative role. In 
> such situations, the IT organization tends to never escape its 
> transactional role, and (more likely than not) the organization will 
> be expected to bear significant budget cuts during tough economic times.
>
> Just my thoughts,
>
> Best,
>
> Tim Chester, CIO
>
> Pepperdine University
>
> On Feb 2, 2009, at 3:49 PM, Kyle Johnson wrote:
>
> On Mon, Feb 2, 2009 at 5:35 PM, Young, Samuel S 
> <[log in to unmask] <mailto:[log in to unmask]>> wrote:
> > Has anyone gone through this processes lately. I would really welcome
> > some pointers.
> >
>
> My one pointer would be to get IT out of the middle and towards the
> periphery. As you noted, those are administrative processes with an
> IT component, not IT processes with an administrative component. If
> it even looks like IT is driving it you will end up with a world of
> hurt on your hands when folks don't like the changes.
>
> /kyle
> ---
> Kyle Johnson : Chief Technology Officer
> Guilford College : Bauman 105B
> [log in to unmask] <mailto:[log in to unmask]> : 336.316.2360
> ----------------------------------------------------------------------------
> Change is inevitable, except from a vending machine.
>
> **********
> Participation and subscription information for this EDUCAUSE 
> Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/.
>
> ********** Participation and subscription information for this 
> EDUCAUSE Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/.
>
> ********** Participation and subscription information for this 
> EDUCAUSE Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/.
>
> ********** Participation and subscription information for this 
> EDUCAUSE Constituent Group discussion list can be found at 
> http://www.educause.edu/groups/.
>

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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