The Process Optimization Project (POP) is a collaborative initiative designed to streamline and modernize processes in units whose business operations significantly impact the experiences of faculty and staff. These units include:
- Office of the Executive Vice President and Provost
- Division of Human Resources
- Office of Academic Resources
- Office of Faculty Affairs
- Division of Research
- Office of Academic Affairs
- Division of Student Affairs
An available solution for business process improvements within these offices is the application of Salesforce customer relationship management (CRM) software. As a leader in the industry, Salesforce offers a powerful set of tools for business process management and optimization, including the ability to automate various processes related to customer service. With Salesforce already deployed at UNLV since 2014 and many faculty and staff members familiar with its use, it can be implemented within new areas at limited additional cost.
Goals
As part of the implementation of a workflow management and ticketing system powered by Salesforce, UNLV aims to achieve the following goals and objectives:
- Increased transparency of business processes and timelines
- Greater automation and streamlining of tasks and activities
- User-friendly system interface
- Helpful user documentation and resources
- Improved business process data collection
Over time, the new system will lead to measurable improvements in service metrics, including turnaround times for common business processes.
Automated Processes
The following business processes are being revised and automated in the first phase of the POP initiative.
- Tenure flexibility
- Declaration of intent to apply for tenure/promotion
- Emeritus
- Leave of absence without salary
- Extended salaried sick leave
- Sabbatical / faculty development leave
- Department bylaws changes
Project Stages
The project contains several key stages:
The team examines existing workflows and systematically documents each step of the process. Areas for improvement, including inefficiencies and redundancies, are identified.
The team focuses on optimizing each process to eliminate redundancies, reduce bottlenecks, and integrate technology. The goal is to create lean, efficient workflows that reduce the likelihood of errors. Throughout this phase, collaboration with stakeholders ensures that the revised processes serve their intended purpose.
Program developers configure and automate the revised workflows in Salesforce, and integrate data from Workday. This step requires both technical expertise and a clear understanding of operational needs, so collaboration remains vital.
The team conducts rigorous testing to ensure the system performs optimally and addresses any issues that arise. Training materials are developed to help ensure a smooth transition to the new system for users.
The new automated processes are rolled out to the campus through Salesforce. The team continues to provide support and addresses any issues that occur during the rollout.