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Session 104: Business Process Improvement on a Shoe-String Budget

Rachel Mulry (Executive Director of IT Customer Service, SMU)

Location: Panzacola F3/4

Date: Wednesday, April 10

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Optimization, Customer Experience

Format: Case Study

Vault Recording: TBD

Audience Level: All

It's typically not that difficult to identify processes that needs improvement. And there may just be great solution that would magically solve all the problems or automate the entire process...if you happen to have a pile of cash lying around. Is there anything you can do to move the needle on process automation and efficiency with limited funds? In this session, attendees will explore the approach and related activities SMU used to automate processes and increase efficiency with little financial investment, saving the University hundreds of hours of labor and positively impacting the customer experience. Attendees will learn:

  • How to identify key opportunities for business process improvements
  • How to map the customer experience and desired processes
  • How to determine what's "good enough" to implement
  • How to collaborate to get things done
  • How to measure the impact and share the story

Presentation File

Session104.pdf