Project Insight Organization Design Meeting #1 Success Metrics and Design Criteria November 23, 2005.
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1 Project Insight Organization Design Meeting #1 Success Metrics and Design Criteria November 23, 2005
2 Project Success Metrics Resource PrioritiesOur leadership team prioritizing the changes in our implementation planFreeing up resources to work on implementationTechnologyIT requires resources to partner with them on our application requestsWe need to integrate with Project eMergeBudgetBudgets to support Project InsightInstitution support for IntegrationFaculty support for the proposed changes (i.e. to International Student Services)HonestyTo address potential change requirements – people, processes, policies, programsIntegration with other InitiativesProject ImagineCampus InfrastructureCapital Programs – Physical SpaceStaff Buy-InUtilizing the positive energy so far and the value they have to “serve students”
3 Success Metrics for 2006We have implemented the IT systems and processes that support our Service Delivery modelOrientation and training for all staff has contributed to a seamless transition to our new service delivery model and organization design (including multi-skilling where required)We have developed and implemented the tools required to support employee success in delivering (includes integrated information sources)Students have reported that we are meeting their expectationsWe implemented our changes using a change management approach that can be replicated for ongoing changes required to sustain our organizationOur staff report that the changes were well implemented, added value and support their career development aspirationsWe have set the model for how change can and should happen within the institution
4 Service Delivery Model: Success Criteria For StudentsA personalized versus a transactional experienceA consistent service experienceFriendly, respectful experienceEasy to access, easy to understand our systems and processesElimination of run around for signatures, etc.Hearing a consistent message whoever you talk toOur staffing reflects the diversity of our studentsWill get decisions at the front lineProvision of service within hours that make sense for studentsE-service that helps eliminate manual transactionsNo marginalization of distinct student populationsFor StaffStaff feel empowered to make decisions, solve problemsOngoing training and tools to support our service delivery modelThe ability to effectively communicate with each other about student files and a way to record conversations, decisions, etc. (Remedy)For SASOur service delivery model is scaleable given additional students to 2010Must leverage technology to reduce manual tasks and achieve efficienciesReduction of white spaceSets the standard for cultural change – telegraphs to the entire organization that student service is criticalEstablishes a set of benchmarks we can measure each year
5 Organization Design Criteria Any choice of organization design must meet these criteria:Meets or exceed student expectationsFaster, accurate information access – reduces manual and duplicative effortsClear workflows, aligned to our policies and integrating appropriate servicesTrue integration – minimize shadow organizationsDirect alignment to UofC priorities and enrollment plan – both operational and strategic positioningWill meet staff expectations for work environment and career development opportunitiesSupports our staff becoming highly desirable, most, sought after for other departments as leaders