In order to help the University optimize their operations, Celerity recommended the following approach to create the operational transparency needed to develop a roadmap for optimization:
- Document their current state of business processes
- Create a current state architecture diagram representing the inventory of web applications supported by current technologies
- Conduct a transition workshop to coach the team through how to use and maintain the documentation provided, which will enable the University to better sustain future changes.
Celerity started off by documenting the current state of core business processes. Along with the process flow diagrams, the team also worked on SIPOC (Supplier, Inputs, Process, Outputs, and Customers) diagrams and a RACI (Roles & Responsibilities) charts. The focus was to understand how data moves through the organization, who are the primary owners of the various process steps, what are the various hand-offs, and the various technologies being utilized. SIPOC documents helped supplement and provide additional context to the process steps, high-lighting the key data elements and objects moving through the end-to-end process. The RACI charts help to clearly articulate the roles and responsibilities of each stakeholder within a process. Given the lack of current documentation around any of the process, Celerity also provided the University team with a flexible framework to document work instructions for better, sustainable future knowledge management.
In parallel to documenting business processes, Celerity also created a system architecture diagram representing the inventory of web applications supported by current technologies. Web applications were organized by the processes they supported. Celerity highlighted gaps and opportunities for improvements along with the documentation with recommendations on either to retain or discontinue/replace applications.
Lastly, Celerity conducted a transition workshop with the stakeholders and the team to coach on how the current state documents should be utilized for future strategy planning conversations. Stakeholders were coached on tools and techniques for maintaining the documentation to keep them up to date, and the value of these documents in providing operational transparency.
Through stakeholder interviews and observations, Celerity was able to document current challenges, pain points, future-state improvement opportunities, and automation opportunities within each process.
Throughout the engagement Celerity also maintained an opportunity log containing potential solutions and improvements for the operational gaps and pain-points identified. The opportunities within the log were prioritized and rated on the scale of potential impact and estimated level of effort with suggested next steps and resource requirements. The opportunity log was a key deliverable for the University, informing their strategic initiatives and planning.
