Embracing operational excellence at a leading higher education institution

Embracing operational excellence at a leading higher education institution

2nd May 2024 | 5 min read

The Challenge

One of the leading Higher Education Institutions is renowned for its academic excellence, research and wide range of business and management education programmes, offering various degree programmes, executive education and research initiatives.

The institution embarked on a significant transformation programme in order to mitigate the challenges faced. The school delivers over 400 Degree education courses annually, with multiple internal teams working tirelessly but in different ways to deliver the same product. With no widely published metrics or data capture processes, data reasons for missing deadlines could not be supported. There were high levels of new staff coupled with variation in ways of working which was having a detrimental impact on staff morale, and a sample of courses showed that only a proportion were meeting internal team deadlines, with a bulk of these still requiring re-work post-publication.

As part of the Process Improvement segment of their transformation programme, an in-depth review and improvement of existing processes was undertaken to identify their objectives: to enable process simplification, increase efficiency, improve employee satisfaction and improve student experience. 

There was also a need to upskill the school’s workforce to equip them with the tools and skills they need to drive improvements and play their part in executing the Strategic Plan. The school identified the Course Delivery process as a priority area for improvement, and Unipart was brought in by the school to apply our Operational Excellence and Six Sigma methodology to remove waste and improve the performance of their Course Delivery process.

We developed a bespoke four-phase programme designed to leverage the school’s progress to date whilst incorporating Unipart’s sustainment model with a focus on both short-term sustainable improvements within the in-scope processes as well as broader cultural transformation and capability uplift. In close collaboration with the school’s Course Delivery Review Group, we continued with the school’s preferred Six Sigma DMAIC methodology focusing heavily on baselining the performance of the current process, identifying root causes of issues and brainstorming improvement opportunities.

The implementation of Unipart’s 5 Core Tools played a pivotal role in defining the root cause of the problems and designing suitable solutions that were not only effective in addressing root causes but also sustainable in the long term.

Following the implementation of our 5 Core Tools, we reviewed and standardised key steps through a comprehensive review process. This allowed us to streamline processes, eliminate redundancies, and enhance efficiency. By establishing uniformity across key steps, we ensured consistency and reliability in their approach, thereby optimising resources and reducing the likelihood of errors.

An escalation route for risk management and issue resolution was established. This framework provided clear guidelines and protocols for identifying, assessing, and mitigating risks, as well as promptly addressing any emerging issues. By delineating responsibilities and escalation points, we fostered a culture of accountability and responsiveness, enabling us to promptly address challenges and prevent potential disruptions to their processes.

Key milestones and allocated owners were agreed upon, as well as clear signposting of guidance to ensure clarity and alignment in their objectives. By fostering transparency and accountability, we promoted collaboration and cohesion within their teams, facilitating smoother execution and attainment of objectives.

The introduction of the Course Delivery Review Group (CDRG) marked a significant step in optimising Course Delivery processes. By integrating the DMAIC (Define, Measure, Analyse, Improve, Control) approach into the CDRG framework, we embraced a structured methodology for continuous improvement.

With a focus on Standard Work, we established uniform procedures and best practices to ensure consistency and efficiency in course delivery. Embracing the principle of Visual Management, to enhance communication, monitor progress, and foster accountability. Leveraging this principle, we developed a comprehensive Dashboard that served as a centralised hub for planning workload, tracking performance metrics, and celebrating achievements.

The importance of clear Key Performance Indicators (KPIs) and an escalation process was recognised, and we established measurable metrics to gauge the effectiveness of our course delivery efforts. These KPIs, aligned with organisational objectives, provided a quantifiable framework for assessing performance and driving improvement initiatives. 

125%

increase in number of courses published on time

The Impact

  • Number of courses (70+ courses) published on time increased from a baseline sample of 30% to 67% in the Aug-Sept 2023 period (an increase of 125%)
  • Number of courses (< 45 courses) published on time increased from a baseline sample of 30% to 82% in the Oct-Nov 2023 period
  • Feedback from staff following Course Delivery discussions found (based on 17 responses from approx. 40 staff attendees):
    • 94% knew where to find the Course Delivery ‘must haves’
    • 100% knew what their milestone(s) are;
    • 100% knew where to go for support if they had questions
    • 76% were confident in their understanding of their role within the Course Delivery process

The institution went on to receive official recognition with an award for its efforts and the work completed. This award underscores the close collaboration between our Consultants and the institution in challenging the thinking of their processes as part of an end-to-end value stream that needs to flow for the benefit of its students, stakeholders and work colleagues.

Our dedication to Operational Excellence and the systematic application of its tools and techniques on a just-in-time basis fostered a positive work environment where exceptional collaboration and teamwork thrived. This engagement motivates us even more to maintain our commitment to excellence and uphold the highest standards in future endeavours.

Click here to find out how we can assist your organisation’s transformation with our Business Transformation model. Built to support the development of capabilities across your organisation that sustain quality, customer experience and productivity improvements, and deliver benefits in environmental sustainability, employee engagement and financial performance.

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