Providing efficient and effective student-centric services is a major challenge for most institutions. “Student learning, persistence, success and satisfaction are influenced by student’s experiences with critical processes. . .” (Balzer, 2010). In spite of best intentions, policies and procedures are often not adequately documented, reflect the past more than the future, and fail to take full advantage of existing and emerging technologies. In addition, process knowledge often resides in service and academic silos (financial aid, admissions, advising, registration, academic departments, etc.) or with individuals, rather than holistically across staff members and departments.
Engaging in a comprehensive business process analysis provides insight into how to improve processes from a student-centric perspective. By doing so, institutions often find that they can improve service levels with the same or fewer resources. Business process analysis and reengineering does not necessarily result in technology changes, acquisitions or further automation. It simply focuses on increasing efficiency, effectiveness and establishing goal oriented processing. “At the heart of reengineering is the notion of discontinuous thinking – of recognizing and breaking away from outdated rules and fundamental assumptions that underlie operations.” (Hammer, 1990)
Business process review and reengineering is ideally an on-going process. However, due to resource and time resource constraints, it is often something that is undertaken when change must occur to resolve a critical situation. Regardless of when the activity is undertaken, the focus should be on the following:
- Aligning existing policies and procedures (formal and informal) with the process and in support of student success;
- A holistic approach that involves all process stakeholders (including students) in constructive inquiry;
- Gaining a complete understanding of the service area where the process resides;
- Reviewing the technology that supports the process;
- Identification of improvement opportunities, especially high-impact improvements yielding the greatest improvement in processes;
- When improvement opportunities are identified; offering quick and tangible results; and making sure to communicate changes and results to all stakeholders.
The greatest challenges faced by an institution engaging in business process reengineering are a lack of sustained administrative commitment, the setting of an unrealistic scope and expectations, a culture that is resistant to change, inadequate resources dedicated to the process and an unpredictable external environment (Malhotra, 1998; Balzer, 2010). Included below are guidelines to help ensure the success of a business process reengineering initiative.
Business process analysis and reengineering begins with planning and activities that include the creation of a project team and project sponsorship. It is critical to have project participants from administration, operations, and information technology working as a team towards a common goal. While team composition can vary based on a best match for an institution’s culture and organizational structure, the team should include a person or people who fit the following roles (McDonald, 2010):
- Process manager
- Process owner
- Process users
- Technology expert
A starting point for all business process analyses is to ask why a specific process is being used. A key consideration is whether the process is tied to any state, federal or other regulation or internal policy that mandates the process to be performed in a particular way. Further analysis should map how that process moves through the institution. For example, with document retention practices, many institutions discover they have a difficult time parting with various forms, even though the data contained on the form has been processed in the student information system. Institutions often cite both external and internal requirements for retaining the documents. The reality is that few state regulations or professional association guidelines require institutions to keep many documents, and perhaps none at all, once they have been processed. Often internal practice is based on assumptions of requirements that are no longer are in effect.
Figure 1: Business Process Improvement Cycle
The following tenets should be the foundation for business process analysis and reengineering (adapted from Malhotra, 1998 and other sources):
- Student Focus: Using the student lens to view an existing process for areas of improvement will lead to processes which support student success.
- Aligning Process to Goals: An institution’s goals should be the foundation for any business process.
- Technology: Measure if the technology employed to support the process is being used appropriately, effectively and from a competitive position (i.e., is the service level provided by current technology comparable to other institutions serving a similar student population or target market?).
- Determine the Business Process Owner: The process owner must be in charge of the business process, be responsible for performance and manage changes.
- Process Mapping: Document existing processes in order to completely understand the existing process and to identify opportunities for improvement.
- Benchmarking: Compare the current process with best practice and where possible, institutional competitors.
- Implement changes as soon as possible and measure the success of those changes: Once a solution has been identified, implement the change, establish measure of success and use those measures to further refine the process.
Finding both time and internal resources to support the initiatives described above for even one department can be challenging given ongoing operational needs. External consultants are regularly engaged to provide the needed manpower to support the process evaluation and to bring an external perspective of best practices at other institutions. This external perspective often turns out to be of great value to the institution because it is not just the experience of one consultant but rather access to the resources and experiences of a network of consultants. AACRAO Consulting is uniquely positioned to provide consultants with extensive experience with business process analysis and reengineering at different institutional types.
Balzer, W. K. (2010). Lean Higher Education: Increasing the Value and Performance of University Processes. New York: Productivity Press.
Hammer, M. (1990, July-August). Reengineering Work: Don’t Automate, Obliterate. Harvard Business Review , pp. 104-112.
Malhotra, Y. (Fall 1998). Business Process Redesign: An Overview. IEEE Engineering Management Review, Vol 26, No. 3 .
McDonald, M. (2010). Improving Business Processes: Expert Solutions to Everyday Challenges. Cambridge: Harvard Business School Publishing.
Written by Wendy Kilgore, a Senior Consultant for AACRAO Consulting.
Download the paper here: AC Solutions Building Student Centric