Veterans in Higher Education: Business Process Improvement

VETERAN AFFAIRSIN HIGHER

EDUCATION BUSINESS PROCESS IMPROVEMENT

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ABOUTDMAIC (an acronym for Define,Measure, Analyze, Improve andControl) refers to a data-drivenimprovement cycle used forimproving, optimizing andstabilizing business processes anddesigns. The DMAIC improvementcycle is the core tool used to driveSix Sigma projects.

1 / L E A N B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

2 / G E T T I N G T H E M E S S A G E A C R O S S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

GI BILLBackground

THE

Serving Veterans

Officially the Servicemen's Readjustment Act of1944, the G.I. Bill was created to help veteransof World War II. It established hospitals, madelow-interest mortgages available and grantedstipends covering tuition and expenses forveterans attending college or trade schools.

http://www.history.com/topics/world­war­ii/gi­bill

The DMAIC method under Six Sigma consists of the following five stepswhich can be used to achieve the objectives of this project:

3 / L E A N B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Define

Measure

Analyze

Improve

Control

Problem Statement:The VA Debt Management process has an average processingtime of X days in the last X months, resulting in delayed accountpayment.

Mission Statement:Reduce the average processing time of VA EducationalCertification to 10 days or less (by 12/31/2016), resulting in amore timely account payment.

4 / D E F I N E T H E P R O B L E M

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Problem & Mission Statement

5 / H I G H E R E D U C A T I O N

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Expected RESULTS

VETERAN AFFAIRS

Create an Exceptional Student Experience:

Student Critical to Quality (CTQ): Reduce orEliminate Wait Time

Staff Critical to Quality (CTQ): SupportCollege Strategic Initiatives enhance studentexperience and improve processes andproceduresres

6 / D M A I C B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

SIPOC DIAGRAMSUPPLIERS

VA DebtManagementCenterCollege TreasuryVeteran StudentVA SchoolCertifying OfficialAcademic AdvisorBursars OfficeRegistrars Office

INPUTS

Online RequestApplicationDocumentsAdmissions DataEmail NotificationsPeopleSoft data

OUTPUTS School debt paidin full

PROCESS

1. Receive debtletter 2. Review academicrecords2. Review financerecords3. Review VAOnce4. Requisition forpaper check 5. Receive papercheck in office 6. Mail paper checkto VA DebtManagementCenter

CUSTOMERS 

CollegeTreasuryVeteran StudentRegistrarBursarAuditorsVA DMC

7 / D M A I C B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Flowchart of VA Debt Process

8 / D M A I C B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

VA Debt Collection Process

1. VA Once Database Electronic communication to VARegional Processing Offices, used to submit finalcertifications, account adjustments2. Notice of Indebtedness: Letters mailed from VA4. Treasury Offset Data: Data on date of federal offset3. PeopleSoft: Finance to review student accounts

9 / D M A I C B A S I C S

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Measurement System Analysis

Tools Used

Number of days to repay debt = 120

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

VACR = Veteran Affairs Request for Certification

 Completed VA Certifications over 13 Week Time Frame

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

VACR = Veteran Affairs Request for Certification

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

VACR = Veteran Affairs Request for Certification

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ExampleReports

Veteran Affairs in Higher Education

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

Root CauseDiagram Example

Veteran Affairs in Higher Education

U T O V A R E S E A R C H , P R O J E C T M A N A G E M E N T , C O N S U L T I N G 2 0 1 7

ProcessImprovement

THE

Serving Veterans

PAPERLESS PROCESSESVETERAN STATISTICS, CHARTS, REPORTS, ANALYTICSVA DEBT LETTER RESEARCH & RECONCILIATIONPEOPLE SOFT VETERANS BENEFITS ASSISTANCEDUAL CERTIFICATION PROCESSRECORDS MANAGEMENT COMPLIANCE REVIEW PROCESS

VA Educational Benefits Process Issues?

I Want to Hear From You!guliford.crystal@gmail.comhttps://www.linkedin.com/in/crystalguliford

VA Compliance Officer