Senior Consultant undertaking a Proof of Concept project within a transformation known as Sydney Student Program (SSP) to overhaul their Student Administration service delivery processes. Using 3 selected business processes within the ‘Student Maintenance’ admin Workstream (managing existing student and related records online – enrolments, queries, course transfers, withdrawals and suspensions), demonstrated the approach to;
• Process identification, ‘As Is’ process mapping and validation.
• Process analysis (ie production of operational metrics of times, costs, resource requirements).
• Process redesign (ie creation of ‘To Be’ processes).
• High level business requirements for the ‘To Be’ processes, particularly in the area of system change requirements, including identification of Quick Wins.
• Quantitative benefits portion of the business case for change (process analysis metrics).
• The construction and use of a navigable electronic knowledge model.

Achievements:
o Defined a range of improvements to Process (38%), Technology (31%), Policy (26%) and People (5%).
o Efficiency gain, and a service level improvement.
o A range of Quick Win initiatives, each of which could be fully implemented within 8 weeks;
- Unit 1: Develop rules/guidelines for Student Administrative staff to apply when assessing credits.
- Faculty 1: Introduce an escalation procedure for non-progressing applications (academic absent).
- Faculty 1: Develop & implement a leave roster / unavailability list for academics.
- Faculty 1: Develop & implement a policy for recording ‘reasons’ when academics evaluate credits.
- Faculty 2: Document procedures (work instructions) for transparency in student admin. & faculty.