Lean Thinking in Higher Education

In higher education,customer satisfactionIS the product.

Waste, from the perspective of the

customer, is anything they

wouldn't want to see on an itemized

bill.

"Unlike in factories, where idle workers and stacks

of inventory are clear signs of broken processes,

waste is usually hidden when it comes to services.

It tends to lurk between functions, departments, or

processes so companies only see glimpses of the

problem.“

5 COMMON AREAS OF WASTE

Excess inventory

“Producing goods or services that don’t meet customer demands. Or stored work-in-progress, that is not generating value but is incurring costs.”

1

Waiting

“Work-in-progress that is stalled until the next process step is available”

2

Launching a marketing campaign

• All the following have to happen in the right order• Landing page• Tracking codes• Ad targeting• Ad messaging• Ad imagery

Launch

Ad targeti

ng

Ad Image

ry

Landing

page

Waiting

• 4-7 signatures are required to approve each class.

• Waiting for paperwork to make its way around campus

Transportation/Motion

“Moving goods, service information, or customers more than absolutely necessary.Or moving resources, people, equipment, to the place they're needed.”

3

Streamlining online enrollment

Visits % of Total

Total visits to website 39,110

Entering enrollment process 1,536 3.9%Completing enrollment process 1,060 2.7%Completing online payment process 298 0.8%

Streamlining online enrollment

VisitsExit rate

Step 1: Completed Enrollment 1,060 37%Step 2: Clicking Payment button 666 4%Step 3: Viewing Payment Verification 642 17%Step 4: Viewing Payment Confirmation 533 38%Step 5: Clicking Yes to Pay 332 10%Step 6: Completing Online Payment 298  

Over-processing or Over-production

“Duplicate or inefficient activities due to poor product and service process design. Or producing or doing things before they're actually required”

4

Reports that nobody reads

Over-processing or Overproduction

Quality defects

“Identifying, qualifying, and fixing mistakes”

5

Quality control processes

Quality defects

Course evaluations

5 Common Areas of Waste

1. Excess inventory2. Waiting3. Transportation/Motion4. Over-processing or

overproduction5. Quality defects

3 LEAN TOOLS

Process Mapping1

Process mapping

1. Individually interview managers and team members using process and write down each step in order

2. Visually document current process3. Identify areas of confusion or inconsistency4. Work with team to redesign process5. Visually document revised process6. Review new process with team

members to ensure consensus

Before After

Mapping a process:Course approval process

Generate paperwork

O&E signature

Department head

signature

General education signature

Study Group

signature

Associate Dean

signatureDean

signatureO&E

signatureInstructor

agreement signature

Study Group

signature

O&E signature

Payment form

generatedO&E

signatureUniversity programs signature

Academic Affairs budget

signature

HR Payroll

Sprint initiatives2

Summer strategic teams

Sprint Initiatives

Kanban boards3

• FIND PICTURE OF JMH KANBAN BOARD

WRAP-UP

Helpful resources

• http://wap.business-standard.com/article/management/lean-principles-for-services-112122400111_1.html

• http://www.stratform.com/lean_services.htm

• http://www.processexcellencenetwork.com/lean-six-sigma-business-transformation/columns/8-wastes-of-lean-manufacturing-in-a-services-conte/

• http://www.kunocreative.com/blog/bid/77225/Learning-to-Become-a-Lean-Inbound-Marketing-Agency

• https://www.bcgperspectives.com/content/articles/media_entertainment_marketing_cutting_complexity_adding_value_efficiency_effectiviness_digital_advertising/#chapter1

• https://www.st-andrews.ac.uk/liu/

• https://zapier.com/blog/kanban-board/