SMU President, Professor Arnoud De Meyer had, in his State of University Address in September 2012, cited that one of the building blocks to SMU’s strategic goals was to enhance operational strength by improving quality and productivity. To achieve this, the Business Process Improvement (BPI) initiative was launched to pursue better productivity, efficiency and innovation while engendering team spirit and collaboration across the University.

As part of the Talent Management initiative, two staff members were seconded in July and September 2012 respectively to BPIU as full time Lean Six Sigma Black Belts. They underwent MGT317 Managing Process Improvement class at Lee Kong Chian School of Business (LKCSB) weekly over a period of 15 weeks while leading projects from a pool of selected project ideas by the BPI Steering Committee in August 2012.

One example of a Black Belt project is the Undergraduate Demand Projection and Supply Planning project where the Registrar, with the support from BPI and student green belts, made significant progress towards improving the supply service level of undergraduate LKCSB modules at SMU.  Through this project, dashboards on supply quality were developed and new processes at LKCSB were introduced to heighten visibility on the supply status of the different modules and areas.  This will lead to more clinical recommendations in demand management and/or supply rebalancing subsequently.

Another example is the BOSS Bidding project that aims to improve student satisfaction concerning their online module bidding. Through the project, key drivers of dissatisfaction and respective recommendations were identified together with SMU Students' Association (SMUSA) and the Registrar through surveys and focus group discussions. Several of the recommendations have already been implemented by the Registrar.

The Travel Claims Reimbursement project, led by the Office of Finance, which aims to reduce the travel claims processing lead time, has seen several improvements made.  These include streamlining of the internal working processes and policy at the Office of Finance and the Office of Human Resource and Faculty Administration.  Improvements include the removal of requirement for submission of boarding passes as proof of travel while using other less onerous documentations such as e-tickets as proof of travel, more options to claim foreign currency expenses on top of current credit card statement options, setting up of an online travel guide and drawing up a list of frequently asked questions for better visibility of policy and process requirements at SMU, amongst others.

To enhance business process improvement capabilities at grassroots, Lean Six Sigma methodologies were introduced through Lean Six Sigma Green Belt training in November 2012.  In the first wave, 11 staff members from eight departments attended three sessions of two-day training.  The training encompassed both classroom sessions and experiential learning through hands-on exercises and live projects, which will lead to a professional Lean Six Sigma Green Belt certification for participants.

Here is some feedback from the participants who have completed the first wave of training:

“Any process, regardless its intensity, can be improved on through Six Sigma and Lean management approach.”

“I enjoyed and learned a lot of the tools for implementation. Through this training, I got to know about the right term to the specific tools we are using. The training session also stimulated my thinking process (for example six thinking hats).”

“This is definitely a systematic way to improve key processes. The walking through of the processes, knowing where the pitfalls are, getting the process owners to brainstorm possible solutions and then deriving the best suitable solutions which are scientifically proven to be workable are all practical means of getting things done.”

• Vera Tan from UOB-SMU Asian Enterprise Institute

“The application of appropriate or a combination of the strategies and tools through on-the- spot participation in case studies had certainly helped me see the flow of activities within a process better and identify which part of the activity within the workflow can be improved upon, thereby avoiding or eliminating defects, wastage.”

“The process of Define, Measure, Analyse, Improve and Control serve as a guide and reminder to me that taking a project through a step-by-step approach will yield the desired output and quality to be achieved.”

“This is an opportunity to cross-path with fellow colleagues of which I might not have had the chance to do due to our office locations or because we have not had common work projects”

When asked how she would describe her experience in the training class… “Enriching!  I particularly like the case studies.  The case studies provided the platform for me to refresh and apply the strategies and tools taught in class – know the current state of affairs, identify where the pitfalls are in the activities in the workflow, and exploring sustainable solutions in overcoming the pitfalls thereby achieving the planned desired and quality outcome.”

 “Those who’re keen and constantly looking into improving work processes must attend this workshop!  The possible improvements being identified and implemented eventually will also lead to an increase in the team’s morale.”

• Adelene Ang from Office of Dean of Students

BPI is about process improvements but process is about people and the way work gets done to deliver value. It is through collaboration and willingness to do things differently among SMU staff that SMU can improve productivity and operational efficiency. The journey has started. Some have joined in. Will you?

[The inaugural Green Belt class with SMU President Professor Arnoud De Meyer and BPI Director Mr Francis Lim (centre)
(L - R): Rafil Kamaruddin and Christopher Tan from BPI Unit; Doreen Wong, Centre for English Communication; Jade Lim, Office of University Admissions; Evelyn Lin and Lee Siew Lian from Office of Finance; Kartika Leono Liaw, Office of Advancement and Alumni; Professor Arnoud De Meyer; Francis Lim; Vera Tan, UOB-SMU Asian Enterprise Institute; Adelene Ang, Office of Dean of Students; Jocelyn Wun and Belle Chan from SMU Human Capital Leadership Institute; and Felicia Goh, Office of Dean of Students]