A Systems Analysis of a University Training

1
A Systems Analysis of a University Training
Development Department

• Holly Harrison
• Masayuki Shiraishi
• Western Michigan University

2
Table of Contents

• Training Development Department
• Goals of the Project
• Products of the Project
• Total Performance System (TPS)
• TPS Analysis Strategic Plan
• IS Process Map
• SHOULD Process Map
• Job Models
• Project Report
• Evaluation of the Project
• Conclusions

3
Training Development Department

• Staff
• Felicia Crawford, MA and two graduate assistants
• Purpose
• Provide training and consulting services to staff
  at WMU
• Training
• Supervisor training, computer training, new
  employee orientation, and personal professional
  development
• Consulting
• With individual departments as needed

4
Purpose of the Project

• Primary Goal
• Provide plan and tools for improving training
  registration system
• Secondary Goal
• Provide other systems analysis tools relevant to
  TD

5
Products of the Project

• Total Performance System (TPS)
• TPS Analysis Strategic Plan
• IS Process Map
• SHOULD Process Map
• Job Models
• Project Report

6
Total Performance System
7
TPS Analysis Strategic Plan

• Organizational Strategy
• Current functioning is satisfactory
• Specified competitive advantages
• Less expensive
• Local
• Easily customized
• Specified competitive disadvantages
• Lack of name recognition
• Perception that less qualified
• Suggest they maximize advantages (marketing)
  while working to eliminate disadvantages

8
TPS Analysis Strategic Plan

• Organizational Strategy

• Lacking resources
• Maximize two GAs by having one business and one
  organizational behavior management
• Lacking measures
• Evaluating how effectively training taught skills
  could be used in marketing and decrease negative
  perceptions

9
TPS Analysis Strategic Plan

• Process Strategy
• Class arrangement
• Currently satisfactory, but process mapping may
  improve functioning by
• Making it easier to find ineffeciencies in the
  process
• Making Felicias knowledge more readily available
  to the rest of TD
• Allowing more delegation of the process, freeing
  Felicias time for other tasks

10
TPS Analysis Strategic Plan

• Process Strategy

• Marketing
• Needs to be systematized
• Prioritize by which products could have the most
  impact on TD
• Use various media pamphlets, their website,
  mail, Email, discuss related services at training
  sessions
• Advertise regularly or at times when specific
  service is needed
• In advertising address the need for the services
  and focus on services the consumer is highly
  motivated to receive

11
IS Process Map
12
IS Process Map
Part
Contact TD about training
Felicia
Receive call
Obtain info
Type info in Email
Is it IT?
Send Email to training_at_...
Receive Email
Send Email to IT training
END
TD GA
Check training_at_... 1/24 hours
Receive Email
Is it IT?
All info?
Cap met?
Send Email to IT training
Get info
Put info in wait list
Copy wait list script
Inst
13
Receive wait list Email
Paste wait list script in Email
Copy class info
Paste info in Email
Send Email to part.
14
Part
Contact TD about training
Felicia
Receive call
Obtain info
Type info in Email
Is it IT?
Send Email to training_at_...
No
Receive Email
Send Email to IT training
END
TD GA
Check training_at_... 1/24 hours
Receive Email
Is it IT?
All info?
Cap met?
Put info in spreadsheet
Send Email to IT training
Get info
Put info in wait list
Copy wait list script
END
Inst
15
Receive confirm. Email
Receive wait list Email
Paste script in Email
Copy confirm script
Copy class info
Paste info in Email
Send Email to part.
Paste wait list script in Email
Copy class info
Paste info in Email
Send Email to part.
16
Part
Contact TD about training
Felicia
Receive call
Obtain info
Type info in Email
Is it IT?
Send Email to training_at_...
No
Receive Email
Send Email to IT training
END
TD GA
Check training_at_... 1/24 hours
Receive Email
Is it IT?
All info?
Cap met?
Put info in spreadsheet
Send Email to IT training
Get info
Put info in wait list
Copy wait list script
END
Mark cancel on spreadsheet
Wait list?
Move info from wait list to spreadsheet
END
Inst
17
Receive confirm. Email
Receive wait list Email
Paste script in Email
Copy confirm script
Copy class info
Paste info in Email
Send Email to part.
Paste wait list script in Email
Copy class info
Paste info in Email
Send Email to part.
18
Part
Contact TD about training
Felicia
Receive call
Obtain info
Type info in Email
Is it IT?
Send Email to training_at_...
No
Receive Email
Send Email to IT training
END
TD GA
Check training_at_... 1/24 hours
Receive Email
Is it IT?
All info?
Cap met?
Put info in spreadsheet
Send Email to IT training
Get info
Put info in wait list
Copy wait list script
END
Mark cancel on spreadsheet
Wait list?
No
Move info from wait list to spreadsheet
Cancel
Yes
END
Check spreadsheet 2 days before class
Inst
19
Receive confirm. Email
Receive wait list Email
Paste script in Email
Copy confirm script
Copy class info
Paste info in Email
Send Email to part.
Paste wait list script in Email
Copy class info
Paste info in Email
Send Email to part.
20
Receive cancel. Email
Receive Email
Send GA Inst cancel. Email
Cancel?
Email GA-no cancellation
Receive Email
Receive Email
Email Felicia-cancel?
Send cancel. Email
Cap met?
Receive cancel. Email
21
Send part list to inst
Update spread-sheet
Receive roll list
Send doc. to HR
Put in Word doc.
END
Send part list to Felicia
Receive part list
Take roll in class
Give roll list to Felicia
22
SHOULD Process Map
23
SHOULD Process Map
Part
Contact TD about training
Receive confirm on phone
Receive Email
Felicia
Receive call
Web access?
Enter info confirm
Receive Email
Send to website
TD GA
Answer question in Email
Send Email .
Check training_at_... 1/24 hours
Receive Email
Send to website
Database
Is it IT?
Cap met?
Enter info
Receive info
Email to IT
END
Inst
24
Receive confirm Email
Send confirm Email
25
Part
Contact TD about training
Receive confirm on phone
Receive Email
Felicia
Receive call
Web access?
Enter info confirm
Receive Email
Send to website
TD GA
Answer question in Email
Send Email .
Check training_at_... 1/24 hours
Receive Email
Send to website
Database
Is it IT?
Cap met?
Enter info
Receive info
Email to IT
Put info in wait list
END
Inst
26
Receive confirm Email
Receive wait list Email
Send confirm Email
Send wait list Email
27
Part
Contact TD about training
Receive confirm on phone
Receive Email
Felicia
Receive call
Web access?
Enter info confirm
Receive Email
Send to website
TD GA
Answer question in Email
Send Email .
Check training_at_... 1/24 hours
Receive Email
Send to website
Database
Is it IT?
Cap met?
Enter info
Receive info
Email to IT
Put info in wait list
END
Wait list?
Move info from wait list
Mark cancel
END
Inst
28
Receive confirm Email
Receive wait list Email
Send confirm Email
Send wait list Email
29
Part
Contact TD about training
Receive confirm on phone
Receive Email
Felicia
Receive call
Web access?
Enter info confirm
Receive Email
Send to website
TD GA
Answer question in Email
Send Email .
Check training_at_... 1/24 hours
Receive Email
Send to website
Database
Is it IT?
Cap met?
Enter info
Receive info
Email to IT
Put info in wait list
END
Wait list?
Move info from wait list
Check database 2 days before class
Mark cancel
END
Inst
30
Receive confirm Email
Receive wait list Email
Receive cancel call
Receive cancel Email
Receive cancel Email
Place cancel call
Send confirm Email
Send wait list Email
Cancel class
Send cancel Email
Cap met?
Receive cancel Email
31
Part
Contact TD about training
Receive confirm on phone
Receive Email
Felicia
Receive call
Web access?
Enter info confirm
Receive Email
Send to website
TD GA
Answer question in Email
Send Email .
Check training_at_... 1/24 hours
Receive Email
Send to website
Database
Is it IT?
Cap met?
Enter info
Receive info
Email to IT
Put info in wait list
END
Wait list?
Move info from wait list
Check database 2 days before class
Mark cancel
END
Inst
32
Receive confirm Email
Receive wait list Email
Receive cancel call
Receive cancel Email
Receive cancel Email
Place cancel call
Send confirm Email
Send wait list Email
No
Cancel class
Send cancel Email
Cap met?
Receive cancel Email
33
Receive list
Update database
Final roll list
Send list to HR
END
Initial roll list
Send list
Receive list
Take roll in class
Give roll list to Felicia
34
Job Models
35
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36
Project Report

• Recommendation
• Use SHOULD process map and other existing
  materials to select and purchase existing
  software or to have database custom made
• Benefits
• Registration system will be automated
• Freeing the GA to use business expertise to focus
  on marketing
• Making it more likely they will meet their
  organizational goals

37
Evaluation of the Project

• Asked the staff to rate the usefulness of the
  products
• 1 being extremely useful and 5 being not useful
  at all
• All products rated 1 or 2
• Unfortunately no follow up has been done

38
Conclusions

• Overall it was a positive experience for all
  involved
• Project forced TD to state organizational goals
  and how each person contributed
• Though TD knew much of the other information,
  products made things more concrete and visible
• Allowed TD to analyze the system without having
  to use their resourcesit was free