2 part project:

(a) Development of a Services Catalogue for the Education Services unit within the School of Business. The document describes the Objectives of the Teams, their portfolio of Services provided, the makeup of the Teams themselves (staff directory and organisational structure), geographic information (campus location, maps etc) some information about their stakeholders, both within the School, as well as non-Faculty , for example, Central Administration.
(b) undertake an Operational Problems Analysis initiative, externally facilitated, and working with key staff within a selected subset of these Teams, to;
• explore the key operational problems experienced by Education Services Staff and their Stakeholders;
• define their high-level solution themes (including any ‘Quick Wins’);
• train Staff in some problem analysis techniques.

Part (a): Across 6 Education Services Teams we;
• Held Interviews to collect and document Functions, Services and Sub-services (Activities), along with other stakeholders, from Academic staff within Faculty, and external to Faculty,
• Built the Draft Services Catalogue,
• Where variants within a Team occur, ie, in Disciplines, complete the draft Catalogue for the largest Discipline first (ie ‘BASE’ line), then hold Interviews with all remaining Discipline Executive Officers (DEOs), +/-Administration Officers (AOs), to validate the BASE Catalogue for their Discipline,
• Validated with contributors and Education Services Managers,
• Produced ‘advanced draft’ (pre-publishing version) of the Catalogue

Part (b): Across 6 Education Services Teams we;
• per Team in the Service Catalogue, extracted their Functions, Services and Sub-services (Activities),
• used this list of Activities per Service to elicit user experiences of operational problems,
• Finalised the Critiques and Change Requirements Analysis,
• Prepared and Presented an Analysis Report to Project Mgt Team.