View
215
Download
0
Tags:
Embed Size (px)
Citation preview
University of California San Diego
Express Card
Activation Planning Team
Presentation to
SDSU Extended Studies
Institute for Quality and Productivity
Team Excellence ‘98
December 14, 1998
Contents
•Purpose
•Analysis
•Action Plan Development
•Implementation, Progress and Results
•Team Excellence Through Group Dynamics
University of California, San Diego
Express Card Activation Planning Team
Express Card
Activation
Planning
Team
Team Sponsors
Divisional Managers:
Linda Collins Purchasing
Faye McCulloughDisbursements
Express Card
Activation
Planning
TeamDisbursements Charlotte Collier Melinda Louret Susan Maciel Marlene Moore* David Myers* Robin Posner
Team Members
Purchasing Karen Bogard Bob Forsythe Donna Mulcahy Dona Napier Brant Yancey
Storehouse Ken Behnke* Bob Trout** Unable to be present today
Express Card
Activation
Planning
Team
Introduction
What is UCSD?TeachingResearch
Business & Financial ServicesOffice of the Controller8 functional divisionsSystems
Express Card
Activation
Planning
Team
Express ProcurementAutomated recording of transactions at
the time of purchase Electronic transmission
transactions payments
Express Order Express Card
Introduction
Express Card
Activation
Planning
Team
Express Card Implementation Advisory Team (ECIAT)Provided recommendations
policy, procedures, limits, control factors
Assisted with Express Card GuideParticipated in pilot program
Team Charge - Background
Express Card
Activation
Planning
Team
OUR CHARGE:
Campus procurement forum Introduction of card to general campus Implementation plan for roll-out of card
training for administratorstraining for cardholders
Team Charge
Express Card
Activation
Planning
Team
Purpose
Organization goals & performance measuresMoving culture from administrative control
to departmental accountabilityFurthering our vision and missionMeasuring progress using surveys
Express Card
Activation
Planning
Team
Purpose
Types of ImpactCommunicating informationIdentifying customersTrainingDeveloping program policy and proceduresImplementing support tools
Express Card
Activation
Planning
Team
Purpose
Degree of ImpactCampus wide forums and newslettersCriteria for Cardholders and Departmental
AdministratorsTrained Cardholders and AdministratorsPublished Express Card GuideCreation of comprehensive web site
Express Card
Activation
Planning
Team
Purpose
Reasons activity selectedOur goal to move toward departmental
accountabilityOur desire to get the customers involvedOur objective to simplify the procurement
process and provide our customers with resources
Express Card
Activation
Planning
Team
Purpose
Types of quality tools to select activityData Collection Project ManagementProcess MappingStatistical Analysis
Express Card
Activation
Planning
Team
Purpose
Stakeholder involvement in activity selectionProvided program recommendationsAttended procurement forumsEstablished enhanced internal controlsContributed to development of Express
Card GuideProvided feedback
Express Card
Activation
Planning
Team
Purpose
Affected internal stakeholdersDisbursements staff Purchasing staffStorehouse staff
Express Card
Activation
Planning
Team
Purpose
Affected external stakeholdersCampus departments
internal buyers administrative staff faculty and researchers
Merchants and community
Express Card
Activation
Planning
Team
Purpose
Types of potential impact on stakeholdersDepartments gain knowledge Relationship with suppliers improvedResources reallocatedImproved service to customersNegative impact on Storehouse
Express Card
Activation
Planning
Team
Purpose
Degree of potential impact on stakeholdersDepartments are able to use the cardMerchants are receiving prompt paymentsPositive acceptance of programResources maximizedTransaction cycle reduced
Express Card
Activation
Planning
Team
Analysis
Methods used to identify opportunitiesDescribed the needDefined the goals and criteriaIdentified constraintsGenerated alternativesEvaluated alternativesSelected a solution
Express Card
Activation
Planning
Team
Analysis
Analysis of data to identify opportunitiesUsage reports Procurement matrixSurvey resultsProject management
Express Card
Activation
Planning
Team
Analysis
Examples of other actions to identify opportunitiesTalked to key customersTalked to cohorts
Express Card
Activation
Planning
Team
Analysis
Methods used to identify final opportunitiesProcess mappingData collectionStatistical analysisProject management
Express Card
Activation
Planning
Team
Analysis
Analysis of data to identify final opportunitiesMatrixSurveyStatisticsResources
Express Card
Activation
Planning
Team
Analysis
Demonstration of how validation was insuredTalked to outside entities with experience
implementing procurement card programsAttended user meetings and conferences
Express Card
Activation
Planning
Team
Action Plan Development
Methods and tools to identify potential actions and/or plansReview Charge LetterInformation sharingTimelineReview Action Plan from Charge Letter*
Express Card
Activation
Planning
Team
Action Plan Development
Analysis of data to develop possible actionsBrainstormingCategorizingFishbone*Timeline*
Express Card
Activation
Planning
Team
Action Plan Development
Demonstration of how validation was ensured via methods, tools, etc.Review by internal auditUsage reports
Express Card
Activation
Planning
Team
Action Plan Development
Criteria used to select final actions and/or plansIs the roll-out timed to coincide with other
process changesAre customers adequately notifiedDoes it meet organizational goalsDo we have sufficient human resources
Express Card
Activation
Planning
Team
Action Plan Development
Use of methods, tools and data to select the actions and/or plansBrainstormingCategorizingFishbone ChartSurvey
Express Card
Activation
Planning
Team
Action Plan Development
Involvement of stakeholders in selection of planInternal stakeholdersExternal stakeholders
Express Card
Activation
Planning
Team
Action Plan Development
Types of tangible and intangible benefits expected to be realizedIncreased campus interest in programCampus would be more informed through
forumsTraining would create successful use of cardAvailability of card would streamline processesEnhanced working relationship between
Purchasing and Disbursements
Express Card
Activation
Planning
Team
Action Plan Development
Use of data to justify the activityAttendance counts at forumAttendance in training sessionsNumber of new cards issuedIncreased number of transactions
Express Card
Activation
Planning
Team
Action Plan Development
Comparison of budgeted to actual costs, or use of other justification methodsNo budget for this team activityUse of sub teams for maximum productivityUse of campus facilities
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Types of internal and external stakeholder involvementMeetings with campus business officersInformation sharing with affected staffInitial program expansionCustomer satisfaction surveyCampus wide forums
Express Card
Activation
Planning
Team
Implementation, Progress and Results
How various types of resistance were addressedCustomer-friendly innovationsWeb based reporting toolSupplement; not replace existing toolsEnhanced controls with procurement cardFlexible training classes
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Proof/validation that buy-in existedCustomers used communication tools
electronic mailbox telephone hot line
Word of mouthSteady increase in transactions
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Use of stakeholder feedback in implementationTraining programs Express Card GuideExpress Card statements
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Creation and installation of a system for measuring resultsReceive daily files from bankEnhancement of existing financial system Database tools
Express Card
Activation
Planning
Team
Implementation, Progress and Results
How plans were tested before implementationPilot program
Test resultsAdequate controls
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Procedure or system changes that were madeRandom tax auditImproved data accessibility Web site enhancements*
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Standardized and documentedTax reporting* Express Card Guide*Forms*Statements*Process flow chart*Readiness checklist*FAQ’s*
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Training provided145 Express Card Administrators 330 UCSD Staff, Researchers and Faculty
have attended Cardholder Orientation 160 trained by a qualified Departmental
Administrator
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Types of tangible and intangible results that were realized900 procurement cards issued 500 UCSD cardholders20,000 transactions (3/96 through 10/98)
totaling $4.6 million
Express Card
Activation
Planning
Team
Implementation, Progress and Results
Linkage of activity impact to organization performance and goalsTransforming cultureVision and MissionCustomer Satisfaction Survey
Express Card
Activation
Planning
Team
Implementation, Progress and Results
How results were shared with stakeholderNewslettersMeetings & ShowcasesInformal conversations
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Types of team trainingSustaining ExcellenceMyers-BriggsTeam building
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Team organizationSponsored teamCross-functional membership
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Roles and responsibilitiesTeam leader selected by teamScribe responsibilities rotatedFacilitator
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Team support from the organizationOfficially sponsored team
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Meeting management Decision-making tools Communication tools*
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Consensus skillsFinding acceptable proposals
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Documenting and sharing process and progressPosting minutes on the webReview of action itemsTime for new business
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Team Accountability; Ensure Full ParticipationEqual assignment of tasksReview action itemsSub-team reports
Express Card
Activation
Planning
Team
Team Excellence Through Group Dynamics
Empowered to take action and resolve issuesMember expertiseSponsor’s guidance
Express Card
Activation
Planning
Team
Relationship between team members, other teamsCollaborative effortCommunication with other teams
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
How the team overcame obstaclesKeeping issues on the surface
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
How the team and/or members are better prepared to make on-going contributionsVested interest in the program’s successGained valuable experience for future
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
Lessons learned and next stepsValue knowledge and experienceThe future:
Continue enhancements Market the program Auditing policy
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
Methods to determine team members’ satisfactionInformal surveyAchievements
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
Actions taken based on member feedbackLess frequent meetingsEvolution into a Customer Support Team
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
Team reward, recognition, celebrationMonetary incentive awardLuncheon with Vice ChancellorSponsor partyIQP Team Excellence 98!
Team Excellence Through Group Dynamics
Express Card
Activation
Planning
Team
SummaryCustomer service is our focus Fiscal responsibility is our purpose
Team Excellence Through Group Dynamics