Students walking to class

July 2015

Program Review Lean- Activities and Initiatives Reporting System (AIRS)

Miami University faculty spend a significant amount of time every year preparing reports on teaching and scholarly activity. The methods used to gather this faculty information varies by academic division which creates an administrative burden for faculty and staff across the university who depend on the information for accreditation and other essential activities.
A Lean project focused on how to more efficiently compile this information was led by Associate Provost & Dean Jim Oris and co-lead, Dana Miller, from IT Services. The goal of the project is to identify a standard method for documenting faculty activity and develop requirements for evaluating potential software solutions for improving this essential data reporting process and making the data more accessible for activities like program accreditation. One significant improvement that has already been accomplished is that all the associate divisional deans came together and agreed upon a standardized format for reporting faculty effort. The associate divisional deans on the project team were Robert Applebaum, Catherine Bishop-Clark, Judith Clark, Diane Delisio, Susan Ewing, and, Ann Frymier. Al Ryan and Anne Wheeler also provided support and guidance to the project team. In addition to developing a standardized format for compiling this critical information, the project team has defined what the future state should entail and now has the information needed to produce the software requirements. Once a software solution is identified, the team will commence the implementation of the new tools consistent with the future state and begin the move toward a more efficient data gathering process and more accessible faculty information.

One Stop Shop for Student Success

In October of 2014, Miami utilized the LEAN methodology to begin rolling out the One Stop for Student Success Service Center. This new office on the Oxford campus is the front-facing customer service center for the Bursar, University Registrar, and Student Financial Assistance offices. It provides best in class, student-centric services via telephone, email, online and in-person. The One Stop answers student and parent questions but more importantly resolves issues for current and former students without transferring students from one office to another.
Project deliverables included:
• Improved service capabilities that positively impact student satisfaction, increase retention, lower the cost of delivering these services, and over time, become one of many selling points in the recruitment of new students and retention of our existing students.
• Eliminated the need for students to go from office to office to get questions answered or resolve issues.
• Adopted a “total care” approach for every customer interaction to resolve the immediate problem but also prevent future issues.
• Utilized customer interaction data to identify trends or problems and implement proactive changes for problem processes or undesirable outcomes.
A significant amount of time and effort went into creating the One Stop office, including a strong team effort among offices within EMSS as well as IT Services, Physical Facilities, University Communications & Marketing, Regional Campuses, Telecommunications, and many others throughout campus. The team also used benchmarking and site visits to learn from others about their approaches and successes as well as any problems they encountered. The One Stop continues to improve on these essential services through extensive planning, training, documentation, analyzing (and re-analyzing) potential issues and solutions.
Both of today’s stories are great examples of how Lean is benefiting our students and is spreading beyond Finance and Business Services.
Lean Online Orientation now available on Atomic Learning
Human Resource’s Staff Development office has developed a 20 minute online overview of Lean training. This course has 3 modules and will provide the participant with an overview of Lean Initiatives, basic Lean terms, other Lean training available through Staff Development and how to get involved with Lean projects including the submission of a continuous improvement suggestions through the “I have a Lean idea” program. This online training can be accessed through the Atomic Learning Quick Link on myMiami. Once you have accessed Atomic Learning, choose MyCampus Training and the Miami LEAN Orientation. Those employees who complete the orientation will be able to print a Certificate of Completion as well.

Certification News

Lori Cramer has completed all requirements for the Lean Leader Certification program and is now a Senior Lean Leader. Congratulations Lori!