Home Services Enrolment & Academic Operations Continuous Improvement VOE Improvements

VOE Improvements

Welcome to our VOE Improvements page.

As part of our Operations Action Plan,VOE Improvements has been prioritised as a key deliverable under Continuous Improvement for 2019.

We are all very aware of the major impacts that the current ways of working are having on our students and the business.  Initial analysis is already underway and we are collating information around current ways of working  of VOE processing and the current system set up within Peoplesoft to progress improvement work.

Design & Improvement Update – October

  1. Whats Changing_VOE Improvements_Final
  2. VOE Support Guide – Who does what and at which step
  3. Confirmed process owners and approval authorities
  4. VOE Update Presentation with detail
  5. Documentation on the initial feedback received and prioritised
  6. What’s Next on VOE Improvements

General Improvement Information – May:

  1. Improvement Time frame: May to December
  2. Methodology: Lean Six Sigma Process Improvement & Design Thinking
  3. Improvement Team: Lead – Aroha Lewin, supported by a team of continuous improvement champions from operations alongside key representatives from impacted areas of the business.

So what is next? (Completed) – June:

  1. Understanding our customers –  It is hugely important in any improvement project to understand who we are trying to fix things for. Ultimately it is our students who we will put at the heart of this initiative, however we also have a number of Internal and External customers who rely on information as a result of the change enrolment processes. We are currently defining all of these to ensure we are focusing on the right areas of improvement at the right time.
  2. Feedback Review – we have conducted 13 sessions from key stakeholders around the business. We still have a few more to go where we will target our compliance issues and management and reporting needs. We are currently reviewing all of the feedback in which we are segmenting and categorising the feedback based on its importance. This information will be available to review from next week.
  3. Translating our critical customer requirements and understanding our business needs – We have heard so many voices from our students and staff, we now need to translate these voices into tangible outcomes that we can work to achieve. This will mean setting tangible and achievable service levels and KPIs for teams to work towards. We can’t fix it all in one go so we are prioritising these critical customer requirements and we will work through fixing these through this improvement period.

What have we completed already? – July

  1. Stakeholders defined
  2. Hearing our student voice
  3. Feedback sessions (almost complete)
  4. Current state process walk throughs
  5. Identifying Major pipeline blockers and issues

Key contacts

> Aroha Lewin – Principal Continuous Improvement Lead

> Dan Brady – Director of Enrolment & Academic Operations (Sponsor)

Communications

Email One: Introduction to VOE Improvements

Email Two: VOE Improvement Update