QI201 The Quality Toolbox Putting It All Together The Parking Decal Issuance Study 4th Annual Qualit

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QI201The Quality ToolboxPutting It All
TogetherThe Parking Decal Issuance Study4th
Annual Quality Improvement SymposiumNovember 2,
2001
California State University
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QI201The Quality ToolboxPutting It All
TogetherThe Parking Decal Issuance Study4th
Annual Quality Improvement SymposiumNovember 2,
2001Presenters
California State University
Breakout Session I Breakout Session II Marlene
Anderson, San Jose Carisa Barnes, San
Bernardino George Wellman, Chico John Darakjy,
Northridge
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The Quality Toolbox
Framework Support Accountability Process
Balanced Scorecard Malcolm Baldridge
Process Mapping
Performance Measurement
Customer Satisfaction Surveying
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The Quality Toolbox

• BACKGROUND
• Spring 2000 SAR meeting
• Identify the problem
• Fall 2000 Parking Managers meeting
• Get agreement to do the study
• Spring 2001 Get campuses involved

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The Quality Toolbox

• BACKGROUND
• April 2001 Kick-off meeting
• Summer 2001 Data and information gathering
  effort
• Fall 2001 Analysis, recommendations
• Winter 2001 Publish results and recommendations

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The Quality Toolbox

• THE STUDY TEAM
• Team Members
• Project Leader
• Study Sponsors
• Facilitator

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The Quality Toolbox
 
WORKPLAN
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The Quality Toolbox

• THE QUALITY TOOLS
• The CSU Process Improvement Methodology
• Objective Worksheet
• The Hand-off Map
• As-Is Map
• Gap Analysis
• Checksheets
• Should-be Map

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Objective Worksheet
• Description
• What Evaluate parking decal issuance for
  students, faculty, and staff
• For students term permits only, excludes daily
  and special permits (i.e., handicapped parking,
  etc)
• Why Long lines at the start of the term, too
  much manual processing (efficiency and
  productivity issues)
• How Map the participating campuses method for
  the sale and issuance of parking permits, collect
  data, evaluate, and improve
• Start Point Receipt of the request from the
  student, faculty, staff
• Stop Point Through the issuance of the decal

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Objective Worksheet
• Team Expectations
• Make recommendations for improvement of the
  parking decal system
• Develop a model practice for campuses in the CSU
  to consider
• Improve customer service, efficiency, and
  productivity

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Objective Worksheet
• Goals
• Develop a model process for campuses to consider
  adapting
• Decrease or eliminate long lines
• Minimize missing or incorrect information
• Ensure accurate payment
• Address customer and stakeholders concerns

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Objective Worksheet
• Goals
• Ensure timely receipt of parking decal before the
  start of the term for advance purchases only
• Reduce last minute purchase of parking decals
• Eliminate manual preparation for mailing permits
• Better integration between payment and student
  and parking systems
• Reduce costs or reallocate any cost savings

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Objective Worksheet
• Metrics (gauges for success)
• Reduce length and wait in line
• Increase customer and stakeholder satisfaction
• Increase usage of phone and/or web systems for
  parking decals
• Increase advance purchases
• Decrease in returned or lost decals

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Hand-Off Map
• (Who touches the process?)

Suppliers/Inputs
Customers/Outputs
Student Parking Decals Request Payment

• Student/Request
• Student/Payment (financial aid or 3rd party
  sponsor)
• State/Policy (SAM, Title V, etc.)
• Campus Management/Policy Procedures
• Parking Office/Policy Procedures
• Federal/Policy (Financial Aid, Postal Service,
  etc.)
• Systems/Programs automation

• Student/Permit
• or
• Vendor/Student File
• Parking/Revenue

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Student Requests Permit

• Request on written application/form
• Request via phone, web, or kiosk
• Request via registration phone system

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Student Makes Payment
Student Requests Permit

• Mail-in Payment
• Financial Aid
• Electronic payment (phone, web)
• In-person

• Check
• Credit Card
• Debit Card
• One-Card

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Cashier/Bursar Processes Request/Payment
Student Requests Permit
Student Makes Payment

• For electronic payments, this step is eliminated
• Verifies information/payment
• Assigns permit number
• Posts payment

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Run parking programs
Student Requests Permit
Student Makes Payment
Cashier/Bursar Processes Request/Payment

• Assigns permit number
• Creates mailers and/or address labels OR
• Creates student file

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Parking Decal Issued
Student Requests Permit
Student Makes Payment
Cashier/Bursar Processes Request/Payment
Run Parking Programs

• Staff prepares envelopes/mailers, applies labels,
  insert permits OR
• Send student file to vendor

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Top-Down Chart
• (Key Steps)

Student Requests Permit
Student Makes Payment
Cashier/Bursar Processes Request/Payment
Run Parking Programs
Parking Decal Issued
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The Quality Toolbox

• The CSU Process Improvement Methodology
• As-Is Chart
• (Swim lane style)

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The Quality Toolbox

• The CSU Process Improvement Methodology
• As-Is Chart
• (Swim lane style)

As Is 14 steps 4 Crossings
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The Quality Toolbox

• The CSU Process Improvement Methodology
• Gap Analysis

• Issues and Problems - THE TOP 3
• Long Lines
• Missing or incorrect Information and/or Payment
• Not receiving the decal or not in a timely manner

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Gap Analysis

• Issues and Problems - THE TOP 3
• Long Lines
• Missing or incorrect Information and/or Payment
• Not receiving the decal or not in a timely manner

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The Quality Toolbox

• Performance
• Measurement

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The Quality Toolbox

• Other Data Collected

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The Quality Toolbox

• Other Data Collected

Source Process survey September 2001
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The Quality Toolbox

• Other Data Collected

• Survey via the web
• Who handles the sale of permits
• Who handles the mailing of permits
• What methods are available for requesting a decal
• What methods are available for paying for a decal
• When can a student purchase and receive a decal
  in advance of the term

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The Quality Toolbox

• Customer Satisfaction Survey

Survey Results Parking Survey Students Purchase
by term Faculty/Staff Purchase annual via
payroll deduct
Source Spring 2001 Customer Satisfaction Survey
Results (Interim)
N Number respondents
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The Quality Toolbox
Customer Satisfaction Survey SAR Survey1Student
prefers to pay with check (all transactions).
1 SAR Student Accounts Receivable
Source Spring 2001 Customer Satisfaction Survey
Results (Interim)
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The Quality Toolbox

• Customer Satisfaction Survey
• Parking Survey
• 64 (faculty/staff/students) are satisfied with
  payment options currently available
• 68 (faculty/staff/students) are satisfied with
  the ease of getting their annual or term parking
  permit
• SAR Survey
• Although 34 of students are satisfied with the
  current length of line and wait time, 36 are
  also dissatisfied
• 66 of students are currently satisfied with the
  method of purchasing parking decals

Source Spring 2001 Customer Satisfaction Survey
Results
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The Quality Toolbox

• Student Interviews
• CAUSES -
• Students dont use advance purchase options for
  various reasons
• Procrastination
• Dont want to part with money until necessary
• Financial aid is not disbursed in time
• Student does not have confidence theyll receive
  their parking permit (delivery/mailing problems)
• Student does not have credit card for electronic
  methods of payment
• No confidence in the electronic method of
  purchasing
• Arent aware of electronic methods
• Preference to do in-person purchase

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The Quality Toolbox

• The CSU Process Improvement Methodology
• Should Be
• (Swim lane style)

As Is Should Be 14 Steps 7 steps 4
Crossings 3 crossings
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The Quality Toolbox

• The Recommendations
• Model Practice
• STUDENT PARKING DECALS
• Parking decals are ordered by the student when
  he/she registers for classes
• Ideal method is the web - for requesting, paying,
  and checking the status of decal
• The mailing address for the parking decal is
  given to the student with option for the student
  to provide an alternate address

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The Quality Toolbox

• The Recommendations
• Model Practice
• STUDENT PARKING DECALS
• Allow financial aid students to use financial aid
  on their account to pay for the decal
• Parking decals are mailed to all students
  consider outsourcing
• Sell annual/academic year parking permits instead
  of term permits

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The Quality Toolbox

• The Recommendations
• Model Practice
• FACULTY/STAFF DECALS
• Human Resources issue the parking decal to new
  employees
• Employee is billed for any charge not covered by
  payroll deduction (prorated amounts)
• Returning employees may request and pay for a
  decal via the web
• Returning employees can elect to indicate where
  the decal should be mailed

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The Quality Toolbox

• Immediate Opportunities
• STUDENTS DECALS
• Increase awareness and advantages of electronic
  systems for requesting/paying for parking decals
• Improve current systems that offer electronic
  modes of payment
• Mail the parking permit to the student
• Outsource the mailing of parking decals
• Offer many forms of electronic payments possible
  (Credit card, debit card, one-card, ACH)
• Mail parking decals no sooner than two weeks
  before the start of term

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The Quality Toolbox

• Immediate Opportunities
• FACULTY/STAFF DECALS
• Human Resources issues a short-term temporary
  parking permit to new employees
• Payment for decal can be in-person or mail-in
• Parking Offices distribute employee decals to one
  individual, a contact person, in employees
  departments

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The Quality Toolbox

• Parking Lot Items
• Increased collaboration among Enrollment
  Services, Student Financial Services, and Parking
  on financial information mailed to students
• Close partnerships with Financial Aid and
  Enrollment Services
• Developing good relationships with Associated
  Student Body Leadership
• Developing Human Resources one-stop service for
  new employees
• Balance the oversell factor, revenues, and
  customer satisfaction
• MOU between Parking and Accounting Services
  reevaluate
• Replacement fee for parking decal consider
  increasing
• Student found with a lost/stolen decal consider
  a substantial penalty

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The Quality Toolbox
ACHIEVING STRATEGIC ALIGNMENT

• Cornerstones
• CSU Mission and Vision
• Strategic Plan

Accountability Process

• Campus
• Mission and Vision
• Strategic Plan

Framework
Employee Growth
Process Improvement
Performance Measures
Customer Satisfaction Surveying
Process Mapping
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www.calstate.edu/qiqi_at_calstate.edu
California State University
QI201The Quality ToolboxPutting It All
Together4th Annual Quality Improvement
SymposiumNovember 2, 2001