CASE STUDY
Emma Bailey , Continuous Improvement Manager , at UWA ’ s Office of Service Delivery
out across campus management thereafter . Nintex Promapp is also supporting faculties with distinct requirements such as the Faculty of Health and Medical Sciences , with service delivery in podiatry , dental clinics and rural medical placements , where the tool will help refine process hierarchies and associated documentation for coaching staff .
“ Other benefits of using Nintex Promapp include the ability to easily move process hierarchies from a high-level process to a really detailed instruction ,” Bailey said . “ The platform enables you to see links across processes and identify processes marked up for action . This will deliver a high-performance culture that is values-led , collaborative , open and ultimately supports all our centralized and remote staff .”
The university predicts that long-term benefits from process management will include improved internal and external customer service by being able to provide transparency around specific processes .
Can you explain how Nintex Process Platform has accelerated process improvement ?
There was limited understanding and documentation around complex end-to-end processes that have touch points in multiple areas at the university and how one sub-process has a knock-on effect on another process in a different area . Nintex Promapp gives a common view of the ‘ what ’ and ‘ how ’ of these processes , and which teams are involved . It is quick and easy to use so our process owners are using it without extensive training . Our staff can see not only the ‘ activity box ’ but also the tasks that support that activity . Having detailed tasks documented is allowing us to identify process improvement opportunities . This supports change management towards improved service delivery by giving stakeholders a clear picture of the state of play and what is changing . Staff who are documenting their processes in Nintex Promapp feel more empowered to challenge process steps with their stakeholders as they are able to easily share and discuss the documented process .
How has it facilitated each faculty and operations area to document , understand and update their processes ?
“ By having processes documented , we will reduce errors , gain efficiencies and provide a standard service delivery ,” adds Bailey . “ Process improvement will enable individuals to take responsibility for the processes they own and encourage them to provide feedback on processes they ’ re in , leading to greater staff satisfaction . We will create a working environment in which staff are inspired to give their best in process excellence every day and are motivated to be part of UWA ’ s success .”
To find out more , Intelligent CIO spoke to Warwick Calkin , UWA ’ s CIO
What necessitated your decision to implement the solution ?
The requirement for a central repository for all processes , procedures , RACI ( responsibility assignment matrix : responsible , accountable , consulted and informed ) and process documentation ; a need to be transparent about processes and the steps involved to help to manage internal and external customers ’ expectations ; and documented processes and procedures to allow for the easy identification of potential low cost technology solutions . In areas where significant IT investment is planned for the future , it is essential that processes are understood , simplified and standardized before any system implementation commences .
Nintex Promapp can rapidly accelerate the time it takes to understand and document processes . The documentation no longer needs to be carried out by business analysts or process specialists and can be carried out by staff themselves . We are rolling Nintex Promapp out to different areas , starting with our service functions . It is quick and easy to use so our process owners and editors are using it with only basic training . Our Continuous Improvement Team provides an interactive two-hour training session with an area of the university . If required , they will work with the area to begin documenting their process landscape or value chain . Participants then begin using Nintex Promapp to map real process and procedure in their area , to learn by doing . Nintex Promapp is intuitive , and we find that staff are quick to master it to document processes and keep instructions current . It is also proving to be a quick reference for both academics and professional staff who only engage with a service a few times a year but need to refresh on what is involved .
How has the solution successfully underpinned your Business Continuity arrangements ?
By understanding and documenting processes across the university , we are better placed to handle unexpected events . It is easier to adapt
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