In the April, 2000 edition of the QI Newsletter, San Diego State reported on the early stages of their effort to improve the work order process using process mapping. This article provides an update of that project.

Back in November of 1999, a team from SDSU decided to take on the challenge of streamlining the Work Order process utilizing the CSU's Process Improvement methodology. This cumbersome process consisted of a mix of manual procedures and online forms supplied in different formats on various departmental Web sites. Submitted work requests were manually transferred to back-end applications.

During the process mapping exercise, the following gaps were highlighted:

• Customers were confused about where to start and what forms to us
• Duplication of efforts
• Lack of communication and coordination between areas/departments
• Lack of accountability
• Difficulty reaching a "real person"
• The variety of forms and procedures were cumbersome
• Timely completion of work was not assured
• Timely reporting of cost for work order requests was lacking
• Service providers lacked important information on the request (e.g. details about project, valid account numbers, etc.)
• Departments were not always aware of projects and money being committed.

Our goal was to address these gaps and create a user-friendly work order process that would:

• Increase internal and external customer satisfaction
• Reduce confusion
• Improve customer awareness about available resources
• Reduce risk and liability

Overview of the "Service Request" Project

Powell Internet, Inc. (PINT) was contracted by SDSU in 2001 to investigate the feasibility of an online service request system for all SDSU service requests. The project involved analyzing the manual work process from the initial request to a viable work order.

PINT proposed a two-phase development of the Service Request Web site:

• Phase 1: Develop an on-line interface including forms, information about the service request process and providers, and a database for administration of service provider contacts;

• Phase 2: The customer will be able to view work order status and create user profiles. Service providers will be able to transfer work request information to back-end applications through database functionality. Account numbers will be validated.

Project Status

Phase 1 of this project is nearing completion. Quality assurance and testing of the site and the contact database has been done. We are currently holding information and training sessions with key users to ensure a smooth and efficient transition and plan to launch the site in mid-November.

Phase 2 of this project has begun. The primary emphasis of this phase will be the integration of the Service Request Web site with both state and non-state account numbers, the new TNS (Telecommunication and Network Services) database (Planet) and the new Physical Plant database (FME). Future enhancements will include the implementation of:

• User Login and User Profiles
• User Authentication and Approval Process
• Service Request Status
• Account Number Validation
• Tracking Numbers
• An add-on Module for "Telephone & Voicemail Services" and "Network & E-mail Services" Requests
• Export of Requests to other Databases
• New Web Site Section with List of Pending Requests
• Expanded User Privileges

As you can see, this has been a complex, sometimes rewarding, sometimes frustrating project. Nonetheless, we continue to move forward with great enthusiasm and a belief that the final product will be worth the effort. Please visit the SDSU Web site (www.sdsu.edu) after December 1st to see the new Service Request Web.