Organisation: Trinity College Dublin, the University of Dublin, Ireland
The challenge:
The Academic Registry Enhancement programme was a strategic initiative created to stabilise the Universities centralised back office support function.
What we did:
- ‘As is’ and ‘to-be’ process mapping of 120 processes across the five functional areas within the Academic registry (Admissions, student finance, records, assessment and examinations, service desk)
- Creation, communication and measurement of new key process performance metrics
- Mentored and coached staff on service excellence
- Project managed the implementation of key items discovered during the process re-engineering phase
The result:
- Transparency on issues & queries was improved from 7,200 reported issues to 10,500
- Despite this increased volume performance improved from 72% resolution within 4 working days to 97% resolution within target