Héctor López Dr. Julia Pet-Armacost - Operational Excellence and Assessment … · 2014-07-31 · Operational Excellence and Assessment Support 9. Simplified Flowchart $ Yes ===

Admissions File Processing OperationsAdmissions File Processing OperationsPreliminary ReportPreliminary Report

Héctor LópezDr. Julia Pet-Armacost

Operational Excellence & Assessment Support

March 28, 2001

March 28, 2001Operational Excellence and

Assessment Support 2

Purpose of MeetingPurpose of Meeting

Review progressObtain feedback on preliminary recommendations



Presentation OverviewPresentation Overview

Objectives of the StudyVolume of ApplicationsApplications Process FlowTime StudyProcess AlternativesImaging SystemSummary of Preliminary Recommendations



Objectives of the StudyObjectives of the Study

Examine admissions file processing operations in order to identify improvements that will

Reduce turnaround time from receipt of completed application to student notice of acceptanceImprove workplace environment



Key Objectives of AdmissionsKey Objectives of Admissions

Establish and maintain excellent relations with studentsAchieve the goal of no more than 3 weeks turnaround from receipt of applicant materials to the admissions decisionRemain within State compliance with respect to TSRsAchieve an excellent work environment for the admissions file processors



Process Used in the StudyProcess Used in the Study

Conducted structured interviews with key file managers and admissions staffCollected and analyzed admissions dataDeveloped process flow chart of admissions operationsConducted time study of the admissions operationsAnalyzed facilitiesIdentified opportunities for improvement



Volume of ApplicationsVolume of Applications

16,748

27,87929,594

32,155

05,000

10,00015,00020,00025,00030,00035,00040,000

No.

of A

pplic

atio

ns

1998 1999 2000 2001



Volume of Applications by MonthVolume of Applications by Month

0

1000

2000

3000

4000

5000

6000

Num

ber o

f App

licat

ions

1988 0 0 1103 1643 1166 1052 1278 687 1908 3591 3555 765

1999 3221 2790 2733 1954 1191 1266 916 909 1763 2875 4432 3829

2000 3308 3349 3169 1943 1850 1144 725 1011 1758 3081 4315 3941

2001 3936 3024 3067 1670 1471 850 486 742 1872 4156 6277 4605

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec



SimplifiedSimplifiedFlowchartFlowchart

$

Yes

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==USA

MailFrontDesk

Bank On-Line

Mail Room

Bates

Coding

Built

Key in

Review Enough

No DecisionFile

GPAHS orLower

Counselor

Key inDecision Upper

TSR Wall File

No

No

No

Yes

Yes

Yes

IncomingQC

QA



Application Processing Time Application Processing Time

75.8675.8632.8332.8312.6612.66TotalTotal12.7712.774.264.260.580.58ResidencyResidency29.8329.8311.7711.773.233.23TSRTSR3.523.521.301.300.700.70Key In DecKey In Dec4.954.952.702.701.481.48GPA CalcGPA Calc0.880.880.510.510.220.22Review Review 7.637.633.493.491.701.70Key In AppKey In App4.824.823.583.582.642.64TranscriptTranscript3.273.271.671.670.470.47BuiltBuilt3.673.671.341.340.550.55CodingCoding1.121.120.640.640.320.32BatesBates0.580.580.390.390.220.22On Line AppOn Line App2.822.820.800.800.550.55Mail RoomMail RoomMaxMaxMeanMeanMinMinOperationOperation



Application Processing TimeApplication Processing Time

1.700.70 0.58

3.230.55 0.47 0.220.55 0.320.22 1.48

2.64

4.263.582.700.511.67

3.49

11.77

0.80 0.390.64 1.34 1.30

3.27

7.63

3.52

12.77

3.672.82

29.83

0.581.12 0.88

4.95 4.82

0

5

10

15

20

25

30M

ail R

m.

On

Line

Bat

es

Cod

ing

Bui

lt

Key

In

Rev

iew

GPA

Key

In D

ec

Tran

scrip

t

Res

iden

cy

TSR

Min

utes



Application Processing Time Application Processing Time –– AverageAverage

0.8 1.19 1.833.17 4.84

8.42

11.9112.42

15.1216.42

20.68

32.45

0.391.67

3.58 3.49

0.512.7

1.3

4.26

11.77

1.340.640.8

0

5

10

15

20

25

30

35M

ail R

oom

On

Line

Bat

es

Cod

ing

Bui

lt

Tran

scrip

tSo

rt

Key

In A

pp

Rev

iew

GPA

Key

In D

ec

Res

iden

cy

TSR

M i

n u

t e s



No. of ProcessorsNo. of Processorsin Contact with Applicationin Contact with Application

63Bates/Coding/Built

71File Manager

81Review

9, 101, 2GPA Calculation

10, 111Counselor

11,121TSR

12,131Residency Mgr.

31On Line

22Mail Room

No. of People-Cumulative

No. of PeopleOperation



Application Cycle Time Application Cycle Time --TheoreticalTheoretical

1

2

5

7

1 1

3

2

0

1

2

3

4

5

6

7

8

Mail Room - Bates Bates - App Key In App Key In - DecFile

Dec File - Dec KeyIn

D a

y s

Cumm Step



Application Cycle Time Application Cycle Time –– SampleSampleMinMin--MeanMean--MaxMax

1 31

36.9

140

1 11.2

8.615

18

0

20

40

60

80

100

120

140

160

Mail Room -Bates

Bates - Key In Key In - Dec File Dec File- DecKey In

D a

y s



Application Cycle Time Application Cycle Time -- AdjustedAdjusted

1 11

8.6

1

5

18

13

1.2

6.7

13

02468

101214161820

Mail Room -Bates

Bates - KeyIn

Key In - DecFile

Dec File -Dec Key In

D a

y s



Summary of Current Processing Summary of Current Processing System System

Processing Time: 13 Processing Time: 13 –– 76 minutes76 minutesCycle Time ok App: 7Cycle Time ok App: 7--18 days18 daysCycle Time non ok App: > I month Cycle Time non ok App: > I month Number of Step: 12 stepsNumber of Step: 12 stepsNumber of Processors: 12 Number of Processors: 12 –– 13 people13 people



Key In App Processing ObservationsKey In App Processing Observations

To t a l A v g Time To t a l Time To t a l A vg Time To t a l Time

P ro c e s s o r A p p A p p A p p C all C a ll C a ll

1 1 6 4 . 1 4 6 6 . 2 4 2 . 8 1 1 1 . 2

2 2 7 2 . 8 8 7 7 . 6 3 1 1 2 . 8 6 3 1 . 4

3 1 5 3 . 9 3 5 8 . 8 8 5 4 . 1 2 2 0 . 6

To t a l 5 8 2 0 2 . 7 1 2 0 6 3 . 2Time in Minutes



Key In App Processing TimeKey In App Processing TimeWith Phone CallsWith Phone Calls

7.63

5.87

2.20

4.14

2.87

5.03

1.70

3.93

1.97

0

1

2

3

4

5

6

7

8

9

Min Mean Max

M i n

u t

e s

Processor 1 Processor 2 Processor3



Key In Time by type of ApplicationKey In Time by type of Application

1.70 1.902.43

3.003.53

4.034.73

6.20

7.63

0.001.002.003.004.005.006.007.008.009.00

On Line Prospect Paper

Min

utes

Min Mean Max



Impact of Phone Calls Impact of Phone Calls –– ProcessorProcessor 11

1.40

2.20

4.744.14

6.705.87

0

1

2

3

4

5

6

7

8

Phone Call No Phone call

M i n

u t

e s

1 Min 1 Mean 1 Max



Impact of Phone Calls Impact of Phone Calls –– Processor 2Processor 2

2.132.47

1.70

2.87

2.95

5.03

0

1

2

3

4

5

6

Phone Calls No Phone Calls

M i

n u

t e

s

Min Mean Max



Impact of Phone Calls Impact of Phone Calls –– Processor 3Processor 3

1.47

2.68

1.97

3.93

4.90

7.63

0123456789

Phone Calls No Phone Calls

M i

n u

t e

s

Min Mean Max



Key In Course Work Key In Course Work -- TSRTSR

11.77

29.83

3.230

5

10

15

20

25

30

35

Min Mean Max

Min

utes



Processing vs. Phone Call TimeProcessing vs. Phone Call Time-- TSRTSR

19.480.6% of Total Time

28.3117.7Time (minutes)

1110Frequency

CallsApp



Advantages of Splitting ProcessingAdvantages of Splitting Processingand Customer Service Functionsand Customer Service Functions

Increase Processing Time Resources: Increase Processing Time Resources: From 76% to 100% of File Manager Time From 76% to 100% of File Manager Time (5.7 to 7.5 hours)(5.7 to 7.5 hours)

Reduce Probability of ErrorsReduce Probability of Errors

Increase Response Time To Students Increase Response Time To Students

Increase Efficiency of OperationIncrease Efficiency of Operation

Make Work EasierMake Work Easier



On Line ApplicationsOn Line Applications

3,2163,216

Applications Missing Applications Missing Fee or Signature Page Fee or Signature Page @ 40% of On Line App @ 40% of On Line App

8,0398,039OnOn--Line App @ 25% of Line App @ 25% of TotalTotal

32,15532,155Total 2001 VolumeTotal 2001 Volume



OnOn--Line Applications: Letter vs. ELine Applications: Letter vs. E--MailMail

Advantages:Immediate Feedback to Student

Potential Reduction in Response Time from Student

Less Paperwork

Approximately 18 Hours Time Saving

Make Work Easier



GPA Calculation Data Entry:GPA Calculation Data Entry:Process AlternativeProcess Alternative

1.942.54Time/App

530 hrs694 hrs.Total Time*

1.940.71Data Entry

-1.83Pink Sheet

AlternateMethod Time/App

Current Method Time/App

Activity

* Based on 50% of total applications



GPA Calculation ProcessGPA Calculation ProcessAlternative: AdvantagesAlternative: Advantages

Potential Time Saving of App. 164 Hours

Equivalent to 32.8 days (OPS @ 5hrs/day)

Less Paper Work/Documents

Process is Simplified



GPA Calculation – Additional Observations

MaxMeanMin

2.581.710.37

Without Pink SheetSecond Sample

2.371.941.58Without Pink SheetFirst Sample

4.952.541.48With Pink Sheet

Time Unit: minutes



GPA Calculation – Quality Aspect

# of Applications: 38

# of Applications with Error: 7 (18%)

# of Errors: 10 in 1,482 key entries (0.67%)



Coding Processing TimeCoding Processing Time

2662.366,753Incomplete

(21%)

2200.5225,402Complete

(79%)

Total Time(hours)

Unit Time (minutes)Total AppInfo. in App



Imaging SystemImaging SystemProposed WorkflowAdvantages vs. Current SystemProcess SimulationCost Estimate



Proposed System Flow - Mailroom

HardcopyApplictions &

SupportingDocuments

On-LineApplications &

Transcripts

Classification Scanning Indexing

Physical Record

Processor

File Cabinet

Fee PaymentReceived?

Workflow Controller

Yes

Hold QueueFee Payment

No



Proposed System Flow - Processing

Key-InPeopleSoft

EnoughInformation?

GPACalculation

Reviewby

CounselorTSR

Workflow Controller

Hold QueueInformation



Imaging System vs. Current SystemImaging System vs. Current System

66--771010--1212Process StepsProcess Steps

33--44(Mailroom)(Mailroom)1212--13 13 # of People in # of People in

Contact w/AppContact w/App

22--3 days3 days77--8 days8 daysCycle TimeCycle Time

ImagingImagingCurrentCurrentElementElement



Imaging System vs. Current SystemImaging System vs. Current System

Less Expensive Less Expensive FoldersFolders

32,000 Pre32,000 Pre--Printed Printed FoldersFoldersOffice Supplies CostOffice Supplies Cost

11--2; Space Saving2; Space Saving55--6 Places6 PlacesFilesFiles

Immediate; Immediate; Documents “OnDocuments “On--

Line”Line”

Could Requires Could Requires Physical RecordPhysical Record

Response to Response to CustomerCustomer

Imaging SystemImaging SystemCurrentCurrentElementElement



Imaging - Process Simulation

Volume (daily)Applications: 350Phone Calls: 115

ArrivalApplications:1:00pm

Phone Calls: Any Time between 8-5 (According to a Statistical Distribution)



Simulation Assumptions

Hard-Copy vs. On-Line: 75% - 25%Complete vs. Incomplete Apps.: 80% - 20%FTIC’s vs. Transfer Applications: 72% - 28%No Bates OperationNo Coding OperationNo Printing/Scanning of On-Line ApplicationsDedicated Resources for Customer Service



Imaging - Simulation Results:Phone Calls

2 Resources 4 ResourcesWaiting Time Min 0 0

Avg 2.87 0.09Max 27 6.97

Utilization Min 48% 17%Avg 53% 26%Max 61% 37%

Time in minutes.Utilization based on 7.5 hrs/day.

Scenario



Imaging - Impact on ResourcesOperation Current Imaging

Mail Room 2 4On-Line App 1 1Residency 1 1Bates 1 0Trasncript Processing 4 0Coding 1 0Built 1 1File Mgr's 9 7Customer Service 0 2Review 1 1GPA 2 2TSR 6 6Total 29 25



Imaging System Cost EstimateImaging System Cost Estimate

Cost Element ViewStar Other

Software (License Fee, Support, Service, Upgrading) $600,000 $800,000

HardwareMonitors 21" (46 @ $1,000) $46,000 $46,000Scanners (4 units @ $10,000 including softw are) $40,000 $40,000RAM Memory (15 @ $400) Upgrade to 128 $6,000 $6,000Storage Space (5 Drives @ $20,000) $100,000 $100,000Sub Total Hardw are $192,000 $192,000

ImplementationConsulting (@$200/hour) $288,000 $576,000Training $10,000 $20,000Sub Total Implementation $298,000 $596,000

Production vs Development and Additional Equipment/Software 0

Total Estimated Cost $1,090,000 $1,588,000

Staff Requirement (UCF) 1 Full Time 2 Full TimeTime Frame (minimum) 1 Year 1-2 years



Summary of PreliminarySummary of PreliminaryRecommendationsRecommendations

Alternate Floor Space LayoutAlternate Floor Space Layout

File Manager vs. Customer Service FunctionFile Manager vs. Customer Service Function

GPA: Consider Elimination of Pink SheetGPA: Consider Elimination of Pink Sheet

OnOn--Line Applications: ELine Applications: E--mail vs. Hard Copy Lettermail vs. Hard Copy Letter

Consider ModifyConsider Modify PeopleSoftPeopleSoft Panels Sequence in light of Panels Sequence in light of Application sequence Application sequence

Security: Consider an Access Control SystemSecurity: Consider an Access Control System

Security: Establish a procedure to ensure workstations are Security: Establish a procedure to ensure workstations are locked if not in uselocked if not in use. .



Summary of Preliminary Summary of Preliminary RecommendationsRecommendations

Performance Measurement: Customer Satisfaction, Performance Measurement: Customer Satisfaction, Application Cycle Time, etc.Application Cycle Time, etc.Data Collection: Cycle Time, Errors, Missing Information Data Collection: Cycle Time, Errors, Missing Information (Application(Application)Incomplete Applications: Establish some program leading Incomplete Applications: Establish some program leading to minimize # of incomplete applicationsto minimize # of incomplete applicationsConsider the Implementation of an Imaging SystemConsider the Implementation of an Imaging System