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#EMSLIVE17
BUILDING TRUST & CREATING BELIEVERS
October 2017
Brigham Young University-Idaho
LaNae H. Poulter, PhD
University Scheduling Manager, Brigham Young University-Idaho
#EMSLIVE17
Purpose
Process
People
Preparation
Trust
2
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Transition - Timing
3
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Year-round utilization
4
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Unprecedented Growth
5
• 52 Buildings
• 933 Rooms
• 1,127,861 sq ft
• Enrollment
Campus 21,530
Online 10,512
TOTAL 32,042
126%INCREASE IN
HEADCOUNT
#EMSLIVE17
2010
• 15,726 Reservations
• 333,104 bookings
- 214k courses
- 117k events
• Avg 915 bookings daily
EMS Capacity (benchmark reports)
2016
• 41,811 reservations
• 456,451 bookings
- 229k courses
- 227k events
• Avg 1,250 bookings daily
6
#EMSLIVE17
Reservation Source of Entry
7
0
4283
78348684
2452
19555
5441
9290
0
5000
10000
15000
20000
25000
2010 2016
Satellite Locations Jenzabar
Virtual EMS (self-serve) Scheduling Office
#EMSLIVE17
Two levels to Organizational Change
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Tip of the iceberg: everyday
operations (most time and energy
when dealing with change)
Deeper level: affective relating to
psychological & social (level at
which institutional culture
operates) (Awbrey, 2005)
#EMSLIVE17
Strengths
Weaknesses
Opportunities
Threats
SWOT (case study of BYU-Idaho & EMS)
9
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• Strengths:
- shared vision
• Weaknesses
- communication
- lack of trust
• Opportunities
- leadership
- change agents
• Threats
- software selection
- people
Focusing in
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#EMSLIVE17
• Accountability
• Accessibility
• Affordability
Improve the quality, serve
more, and lower relative cost.
Shared Concerns
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#EMSLIVE17
There must be a trusting relationship between leaders and employees.
With a shared vision, employees become empowered to act.
They rise above the conflicts.
Shared Vision
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“Trust is the glue of life. It's
the most essential ingredient
in effective communication.
It's the foundational principle
that holds all relationships.”
- Stephen Covey
Communication
13
#EMSLIVE17
“Trust is the most
significant predictor
of individuals’
satisfaction with
their organizations”
(Kouzes & Posner, 2002, p. 247)
Shared trust
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#EMSLIVE17
Organizational steps to facilitate
change included opening channels of
two-way communication.
Changes in personnel brought new
dynamics. Processes that had been
merely guidelines were better defined.
Change agents
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#EMSLIVE17
EMS
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#EMSLIVE17
Configuration - a custom fit
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Buildings
Rooms
Groups
Contacts
Event types
Group types
Billing Plans
User Templates
Resources
67 categories
Custodial
Audio/Visual
Security
EMT
Catering
Support staff
DJs
Fun stuff
#EMSLIVE17
Believers (becoming the “go to” person for answers)
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• Be Capable(configurations)
• Be Available(customizations)
• Be Credible(capabilities)
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Be capable - learn & share
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“By demonstrating an openness to influence, leaders contribute to building the trust that
enables their constituents to be more open to their influence.
Trust begets trust”
(Kouzes & Posner, 2002, p. 247).
Be available - listen carefully
20
#EMSLIVE17
“A group’s power is often defined by the
quality and size of the space it controls, so
groups protect their turf as a means of
protecting their reputations”
(Forsyth, 1999, p. 431).
Be credible – “My turf”
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Patience + security templates + trust = Progress
#EMSLIVE17
Gain a perspective of being involved to spread the influence and gratitude. You can use your influence to do good.
Sometimes it is not about changing things. It is not about changing rules. It is not about making policy. But it is about influencing people, catching the vision.
Be an influence – catch the vision
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#EMSLIVE17
• Reports! Reports! Reports = Windows of Opportunity
*Standard reports *Queries *Exports
Outcome – Delivery and data
23
#EMSLIVE17
• Standard reports
Outcome – Delivery and data
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#EMSLIVE17
• Queries
Outcome – Delivery and data
25
#EMSLIVE17
• Export (sync academics, browse, manipulate data later)
Outcome – Delivery and data
26
#EMSLIVE17
• 10,000 more students without adding facilities
• CAN YOU PROVE IT?
Be Ready
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• Pathway Worldwide
• Frugality
Understand the “Why”
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Understand the “Why”
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Understand the “Why”
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Know your data – be the expert
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• Professional
• Relationship
Presentation
• Branding
• Confidence
32
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Strength: stacked classes to approved time grids starting at 7:45 a.m. maximize utilization
Austin 127
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Opportunity: average of 21.6% more available space after 12:30 p.m.
Improve balance of morning and afternoon course scheduling – example 1
Austin 151
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Opportunity: average of 21.6% more available space after 12:30 p.m.
Improve balance of morning and afternoon course scheduling – example 2
Clarke 149
#EMSLIVE17
Opportunity: Improve utilization on specific days of the week
Tuesdays & Thursdays: 42 % of academic space is open at 1 p.m.
Ricks Building
Back-to-back one-hour
classes at 11:30 and
12:45 end at 1:45 p.m.
90-minute classes at
11:30
ending at 1 p.m.
#EMSLIVE17
Opportunity : Improve utilization on specific days of the week
Friday challenge - 26 % lower utilization on Fridays campus wide – example 1
Taylor 144
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Opportunity : Improve utilization on specific days of the week
Friday challenge - 26 % lower utilization on Fridays campus wide – example 2
Hinckley 245
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Opportunity: Better utilization by starting more classes at 7:45/8:00 a.m.
44 % of academic space is available for first hour of the day campus wide
Smith 322
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Opportunity: Fill in the gaps
Avoid classes that meet on a single day utilizing a preferred MWF time block
Austin 105
#EMSLIVE17
Opportunity: Fill in the gaps
Consider ways to juggle MWF prime time with MTWRF to avoid orphaned rooms
Ricks 229
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Opportunity: careful coordination of block scheduling
Rooms scheduled only one block can become under utilized
Space empty during 1st block – click for 2nd block
scheduling
Romney 173
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Opportunity: avoid “holding” space just in case it is needed.
Release time for classes with no enrollment so space becomes available to others.
Manwaring Center 174A
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Day of week comparison of utilization - Spring Semester 2016
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Classroom utilization across campus – Spring Semester 2016
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Consider available classroom hours and open seats – Spring Semester 2016
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• Trust – “reliability, truth,
ability, or strength of
someone or something”
Build Trust – Create Believers
• Believers – “a specified
thing is effective,
proper, or desirable”
47
https://www.oxforddictionaries.com/us/definition/american_english
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Add value
48
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Think outside of the box
49
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Develop and express a sense of gratitude
50
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Questions?
#EMSLIVE17
BUILDING TRUST& CREATING BELIEVERS
LaNae H. Poulter
BYU-Idaho, University Scheduling Manager
Brigham Young University-Idaho
LaNae H. Poulter
University Scheduling Manager
poulterl@byui.edu
208-496-3120
www.byui.edu
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