Kaileigh Ducharme

Jack Elster

Sean Maloney

Sarah Olyarchuk

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Problem Statement

The Study Abroad office is the main point of contact of the University of South Carolina for students who are traveling abroad. Currently, there is a lack of knowledge of the emergency procedure to verify students safety abroad. Often they contact students via email in emergency situations and do not receive a response for a few days.

This project would create a quicker, more efficient emergency procedure for students to follow when studying abroad. Overall, this would improve communication to the Study Abroad office and insurance company knowing that the student has checked in and are informed of the situation.

Opportunities Statement

Implement a better process to get in contact with students abroadImplementation of an informational emergency agenda

at the pre-departure orientationImprove contact resources with students

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Metrics

Project Y: ◦ Reduce response time of students

Inputs: ◦ Pre-Departure Orientation◦ How quickly the study abroad office sends emails out when faced with

an issue◦ How often students check their emails while abroad◦ If student’s phones have international data plans◦ Database used to store students contact info

Counterbalances: ◦ Increased cost per year if database is implemented

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Key Project Deliverables

A clear emergency procedure will be defined.Students will be aware of what is expected of them in

an emergency situation.Identify most widely used student social media

platform in order to reach students abroad more effectively.

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Project Scope

In-ScopeStudents that travel abroad

through the USC Study Abroad office.

Out-of-ScopeStudents that are traveling

abroad but not through the USC Study Abroad office.

Service trips that are not associated with USC.

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Communication Plan

Weekly Meetings: Wednesdays at 8:00pm

Liaison: Kaileigh Ducharme

Mentor: Morgan Morris, Assistant Director of Health Safety and Graduate Programs

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Project ScheduleScope and Define: 9/1/16- 9/20/16

Measure: 9/21/16- 10/11/16

Analyze: 10/12/16- 11/4/16

Improve: 11/4/16- 11/23/16

Final Presentation: 11/30/16

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Improve Control

Satisfiers:• Reduce labor

intensity of sending out email and emergencies

• Reduce response time of students to study abroad office

Kano AnalysisDelighters: • New data base

capable of administering email contact to students abroad

Dissatisfiers:• Maintained

response time within 24 hours

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SIPOC - Low LevelInputs Steps Outputs

StudentsMaterial handouts Physical location

Emergency situation in foreign country occurs

Locations are identified where safety verification is needed

Locations are identified where safety verification is needed

Names and contact information obtained of students in area

Access to database

Complete and accurate applications in record with student's locations

Names and contact information of students in area

Student email addresses exported from database to excel spreadsheet

Student provided accurate email address on application

Microsoft Excel downloaded to computer

Student email adresses exported from database to excel spreadsheet

Email prepared with appropriate recipient's email addresses

Attend Pre-Departure Orientation

Students traveling abroad educated on necessary

information before leaving

Import student emails to Outlook email

Export email contacts of students in affected area from Simplicity Horizeon

Identify students potentially in the affected area

Identify affected area(s) of emergency

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Students in affected area included in email Email ready to be sent Access to internet

Correct contact information Students are notified of requested safety verification

Access to internet

Student does not respond to email Student's safety is verifiedStudent has social media accounts Student's safety is not verified

Student's safety is not verified Student's safety is verified Correct and current phone number in record Student's safety is not verified

Student's safety is not verified by email Student's safety is verifiedStudent's safety is not verified by social media Student's safety is not verifiedStudent's safety is not verified by phone call Correct and current emergency contact information recorded

Student's safety is not verified by email Student's safety is verified Student's safety is not verified by social media Student's safety is not verified Student's safety is not verified by phone call Student's safety is not verified by emergency contact Access to host university's contact information

Contact host university

Contact emergency contact

Contact student by phone

Look up student's recent posts on social media

Send email

Create email to send to students in affected area

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MEASURE

Process Flow Diagram

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Swim Lane Diagram

Morgan

Student

Emergency Contact

Host University

StartAttend

orientation

Aware of emergency

Identify affected

areas

Export contact info

Import emailsCreate email

Student Response?

Safety Verified

Yes

Look upsocial media

Safety Verified

Student Posts?

Yes

Contact Emergency

ContactNo No

Safety confirmed?

Safety Verified

ContactHost

Safety Verified

Safety Confirmed?

YesNo

Yes

Finish

Measurement Plan

Administer seven question survey to students who have previously, are currently, or planning to study abroad.

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Measurement System Analysis- Operational Definitions

Student Email◦ Host Institution◦ USC

Social Media ◦ Facebook◦ Twitter◦ Instagram

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ANALYZE

Fishbone Diagram

Response Time of Students

S.A. Office Personnel Methods Machines

Materials Environment Student

Awareness: - Time difference- Not keeping up with daily news

Information Transfer:- Transfer data incorrect- System fails

Pre-Departure Orientation:- Not enough information given

Simplicity Horizon Database:- System Fails

Computer System: - System Fails- No Wifi- No power

Telephone:- Lack of service

MS Outlook: - System fails- Data transfer error

Internet Access:- No wifiFiling of Forms:

- Incorrect information- No/Lost form- Lack of east of access

Cleanliness:- Disorganized office

Situational Experience:- Not having dealt with this before

Cell Phone:- No data plan

Travel:- Traveling to countries not documented to S.A. Office

Social Media: - Privacy blocks- Don't have one/ inactive - Name difference

Awareness:- Not keeping up with daily news

MS Excel: - System fails- Data transfer error

Simplicity Horizon: - System fails - Data entry error

Contact Forms: - Incorrect form - Filled out incorrect- Not fully completed - Typos

People

Emergency Contact:- Incorrect info- Do not answer - Unaware

Host School:- Do not answer- No direct contact- Time difference

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Stakeholder Analysis

Stakeholders Level of Support Comments re: Level of Support Influence Strategy Tactics

(Maximum of 10)C = Current LevelN = Needed for Success

Positive or Supportive items

Issues and Concerns

To achieve or maintain needed level of support

  Against Neutral Supportive      Study Abroad Office     C   Remain cost effective Collect student response dataStudents     N   Potentially unaware of

proceduresEducate on emergency procedure

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FMEA RankingsProcess Step Key Process

InputPotential Failure

ModePotential Failure

Effects SEV Potential Causes OCC Current Controls DET RPNActions

Recommended

Resp. Actions Taken SEV

OCC

DET

RPN

What is the process step

What is the Key Process Input?

In what ways does the Key Input go

wrong?

What is the impact on the Key Output

Variables (Customer Requirements) or

internal requirements?

How Severe is the effect to the

cusotmer?

What causes the Key Input to go wrong?

How often does cause or FM occur?

What are the existing controls and procedures

(inspection and test) that prevent either the cause or the Failure

Mode? Should include an SOP number.

How well can you

detect cause or FM?

 

What are the actions for

reducing the occurrance of the Cause, or

improving detection?

Should have actions only on high RPN's or

easy fixes.

Whose Responsible for the recomme

nded action?

What are the completed actions

taken with the recalculated

RPN? Be sure to include

completion month/year

       

1Attend Pre-departure

Orientation

Students unaware of emergency

protocol

Students don't know what to do when in

an emergency overseas

10Not enough time

allotted to discuss proceudre

4 N/A 3 120             0

        10No thorough covering of what is expected of

students 10 N/A 1 100

Create material/hand

out with expecations

and instructions

USC Handout Created 10 1 3 30

        10 Students not paying attention 5 N/A 1 50             0

2Identify affected

area(s) of emergency

Students traveling to countries not

documented to SA Office

Students in affected emergency area

unknown 10 Impromptu travel

plans 7 N/A 2 140             0

        10 Students taking connecting flights 6

Students required to record travel plans but

not interconnecting flights

4 240

Require flight plans for known

traveling

SA OfficeDocument

created to record flight plans

5 2 2 20

3Identify students

in potential affected area(s)

Students not properly identified

Potential of students not being accounted for that should be

10 Incorrect contact information 4 Multiple points of

contact required 1 40             0

        10 Technical failure with database 2 Regular maintenance

and updates to system 1 20             0

4

Export email contacts of students in

affected area(s)

Students not able to be contacted

Not able to verify student's safety 10 Incorrect contact

information 4 N/A 1 40       10 2 2 40

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5Import student emails to MS

Outlook

Students not able to be contacted

Not able to verify student's safety 10 Incorrect contact

information 3 N/A 2 60             0

        10 Technical failure 1 N/A 1 10             0

6Create email

to send to students

Email not sent to appropriate

students

Not able to verify student's safety 10 Incorrect email

adresses 2 N/A 1 20             0

7

Look up student's

social media posts

Unable to access student's

posts

Not able to verify student's safety 10 Students accounts

are private 5 N/A 1 50             0

        10 Multiple people with same name 2 N/A 1 20             0

        10 No social media account 3 N/A 1 30             0

        10 Students lack access to wifi 6 N/A 10 600             0

8Contact

student by phone

Unable to make contact with

student

Not able to verify student's safety 10 Incorrect contact

information 3 N/A 1 30             0

        10 No international data plan 4 N/A 1 40             0

        10 No phone 5 N/A 1 50             0

        10 Doesn't answer 3 N/A 10 300             0

9Contact

emergency contact

Unable to make contact with emergency

contact

Not able to verify student's safety 10 Incorrect contact

information 2 N/A 1 20             0

        10 Doesn't answer 3 N/A 10 300             0

        10 Hasn't heard from student 2 N/A 10 200             0

10 Contact host university

Unable to make contact with

host university

Not able to verify student's safety 10 Incorrect contact

information 1 N/A 1 10             0

        10 Doesn't answer 3 N/A 10 300             0

        10 Time difference 8 N/A 1 80             0

        10Unaware of

student's whereabouts

6 N/A 10 600             0

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Survey Results

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IMPROVE

Improvement Activities

Item Activity Status Est Date1 Develop emergency procedure material and packet for pre-

departure orientation Ongoing TBD Analyze

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