Download - Process Improvement - University of South Carolina Study Abroad Office (MGSC 485 Fall 2016)
Kaileigh Ducharme
Jack Elster
Sean Maloney
Sarah Olyarchuk
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Problem Statement
The Study Abroad office is the main point of contact of the University of South Carolina for students who are traveling abroad. Currently, there is a lack of knowledge of the emergency procedure to verify students safety abroad. Often they contact students via email in emergency situations and do not receive a response for a few days.
This project would create a quicker, more efficient emergency procedure for students to follow when studying abroad. Overall, this would improve communication to the Study Abroad office and insurance company knowing that the student has checked in and are informed of the situation.
Opportunities Statement
Implement a better process to get in contact with students abroadImplementation of an informational emergency agenda
at the pre-departure orientationImprove contact resources with students
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Metrics
Project Y: ◦ Reduce response time of students
Inputs: ◦ Pre-Departure Orientation◦ How quickly the study abroad office sends emails out when faced with
an issue◦ How often students check their emails while abroad◦ If student’s phones have international data plans◦ Database used to store students contact info
Counterbalances: ◦ Increased cost per year if database is implemented
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Key Project Deliverables
A clear emergency procedure will be defined.Students will be aware of what is expected of them in
an emergency situation.Identify most widely used student social media
platform in order to reach students abroad more effectively.
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Project Scope
In-ScopeStudents that travel abroad
through the USC Study Abroad office.
Out-of-ScopeStudents that are traveling
abroad but not through the USC Study Abroad office.
Service trips that are not associated with USC.
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Communication Plan
Weekly Meetings: Wednesdays at 8:00pm
Liaison: Kaileigh Ducharme
Mentor: Morgan Morris, Assistant Director of Health Safety and Graduate Programs
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Project ScheduleScope and Define: 9/1/16- 9/20/16
Measure: 9/21/16- 10/11/16
Analyze: 10/12/16- 11/4/16
Improve: 11/4/16- 11/23/16
Final Presentation: 11/30/16
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Improve Control
Satisfiers:• Reduce labor
intensity of sending out email and emergencies
• Reduce response time of students to study abroad office
Kano AnalysisDelighters: • New data base
capable of administering email contact to students abroad
Dissatisfiers:• Maintained
response time within 24 hours
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SIPOC - Low LevelInputs Steps Outputs
StudentsMaterial handouts Physical location
Emergency situation in foreign country occurs
Locations are identified where safety verification is needed
Locations are identified where safety verification is needed
Names and contact information obtained of students in area
Access to database
Complete and accurate applications in record with student's locations
Names and contact information of students in area
Student email addresses exported from database to excel spreadsheet
Student provided accurate email address on application
Microsoft Excel downloaded to computer
Student email adresses exported from database to excel spreadsheet
Email prepared with appropriate recipient's email addresses
Attend Pre-Departure Orientation
Students traveling abroad educated on necessary
information before leaving
Import student emails to Outlook email
Export email contacts of students in affected area from Simplicity Horizeon
Identify students potentially in the affected area
Identify affected area(s) of emergency
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Students in affected area included in email Email ready to be sent Access to internet
Correct contact information Students are notified of requested safety verification
Access to internet
Student does not respond to email Student's safety is verifiedStudent has social media accounts Student's safety is not verified
Student's safety is not verified Student's safety is verified Correct and current phone number in record Student's safety is not verified
Student's safety is not verified by email Student's safety is verifiedStudent's safety is not verified by social media Student's safety is not verifiedStudent's safety is not verified by phone call Correct and current emergency contact information recorded
Student's safety is not verified by email Student's safety is verified Student's safety is not verified by social media Student's safety is not verified Student's safety is not verified by phone call Student's safety is not verified by emergency contact Access to host university's contact information
Contact host university
Contact emergency contact
Contact student by phone
Look up student's recent posts on social media
Send email
Create email to send to students in affected area
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MEASURE
Process Flow Diagram
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Swim Lane Diagram
Morgan
Student
Emergency Contact
Host University
StartAttend
orientation
Aware of emergency
Identify affected
areas
Export contact info
Import emailsCreate email
Student Response?
Safety Verified
Yes
Look upsocial media
Safety Verified
Student Posts?
Yes
Contact Emergency
ContactNo No
Safety confirmed?
Safety Verified
ContactHost
Safety Verified
Safety Confirmed?
YesNo
Yes
Finish
Measurement Plan
Administer seven question survey to students who have previously, are currently, or planning to study abroad.
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Measurement System Analysis- Operational Definitions
Student Email◦ Host Institution◦ USC
Social Media ◦ Facebook◦ Twitter◦ Instagram
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ANALYZE
Fishbone Diagram
Response Time of Students
S.A. Office Personnel Methods Machines
Materials Environment Student
Awareness: - Time difference- Not keeping up with daily news
Information Transfer:- Transfer data incorrect- System fails
Pre-Departure Orientation:- Not enough information given
Simplicity Horizon Database:- System Fails
Computer System: - System Fails- No Wifi- No power
Telephone:- Lack of service
MS Outlook: - System fails- Data transfer error
Internet Access:- No wifiFiling of Forms:
- Incorrect information- No/Lost form- Lack of east of access
Cleanliness:- Disorganized office
Situational Experience:- Not having dealt with this before
Cell Phone:- No data plan
Travel:- Traveling to countries not documented to S.A. Office
Social Media: - Privacy blocks- Don't have one/ inactive - Name difference
Awareness:- Not keeping up with daily news
MS Excel: - System fails- Data transfer error
Simplicity Horizon: - System fails - Data entry error
Contact Forms: - Incorrect form - Filled out incorrect- Not fully completed - Typos
People
Emergency Contact:- Incorrect info- Do not answer - Unaware
Host School:- Do not answer- No direct contact- Time difference
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Stakeholder Analysis
Stakeholders Level of Support Comments re: Level of Support Influence Strategy Tactics
(Maximum of 10)C = Current LevelN = Needed for Success
Positive or Supportive items
Issues and Concerns
To achieve or maintain needed level of support
Against Neutral Supportive Study Abroad Office C Remain cost effective Collect student response dataStudents N Potentially unaware of
proceduresEducate on emergency procedure
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FMEA RankingsProcess Step Key Process
InputPotential Failure
ModePotential Failure
Effects SEV Potential Causes OCC Current Controls DET RPNActions
Recommended
Resp. Actions Taken SEV
OCC
DET
RPN
What is the process step
What is the Key Process Input?
In what ways does the Key Input go
wrong?
What is the impact on the Key Output
Variables (Customer Requirements) or
internal requirements?
How Severe is the effect to the
cusotmer?
What causes the Key Input to go wrong?
How often does cause or FM occur?
What are the existing controls and procedures
(inspection and test) that prevent either the cause or the Failure
Mode? Should include an SOP number.
How well can you
detect cause or FM?
What are the actions for
reducing the occurrance of the Cause, or
improving detection?
Should have actions only on high RPN's or
easy fixes.
Whose Responsible for the recomme
nded action?
What are the completed actions
taken with the recalculated
RPN? Be sure to include
completion month/year
1Attend Pre-departure
Orientation
Students unaware of emergency
protocol
Students don't know what to do when in
an emergency overseas
10Not enough time
allotted to discuss proceudre
4 N/A 3 120 0
10No thorough covering of what is expected of
students 10 N/A 1 100
Create material/hand
out with expecations
and instructions
USC Handout Created 10 1 3 30
10 Students not paying attention 5 N/A 1 50 0
2Identify affected
area(s) of emergency
Students traveling to countries not
documented to SA Office
Students in affected emergency area
unknown 10 Impromptu travel
plans 7 N/A 2 140 0
10 Students taking connecting flights 6
Students required to record travel plans but
not interconnecting flights
4 240
Require flight plans for known
traveling
SA OfficeDocument
created to record flight plans
5 2 2 20
3Identify students
in potential affected area(s)
Students not properly identified
Potential of students not being accounted for that should be
10 Incorrect contact information 4 Multiple points of
contact required 1 40 0
10 Technical failure with database 2 Regular maintenance
and updates to system 1 20 0
4
Export email contacts of students in
affected area(s)
Students not able to be contacted
Not able to verify student's safety 10 Incorrect contact
information 4 N/A 1 40 10 2 2 40
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5Import student emails to MS
Outlook
Students not able to be contacted
Not able to verify student's safety 10 Incorrect contact
information 3 N/A 2 60 0
10 Technical failure 1 N/A 1 10 0
6Create email
to send to students
Email not sent to appropriate
students
Not able to verify student's safety 10 Incorrect email
adresses 2 N/A 1 20 0
7
Look up student's
social media posts
Unable to access student's
posts
Not able to verify student's safety 10 Students accounts
are private 5 N/A 1 50 0
10 Multiple people with same name 2 N/A 1 20 0
10 No social media account 3 N/A 1 30 0
10 Students lack access to wifi 6 N/A 10 600 0
8Contact
student by phone
Unable to make contact with
student
Not able to verify student's safety 10 Incorrect contact
information 3 N/A 1 30 0
10 No international data plan 4 N/A 1 40 0
10 No phone 5 N/A 1 50 0
10 Doesn't answer 3 N/A 10 300 0
9Contact
emergency contact
Unable to make contact with emergency
contact
Not able to verify student's safety 10 Incorrect contact
information 2 N/A 1 20 0
10 Doesn't answer 3 N/A 10 300 0
10 Hasn't heard from student 2 N/A 10 200 0
10 Contact host university
Unable to make contact with
host university
Not able to verify student's safety 10 Incorrect contact
information 1 N/A 1 10 0
10 Doesn't answer 3 N/A 10 300 0
10 Time difference 8 N/A 1 80 0
10Unaware of
student's whereabouts
6 N/A 10 600 0
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Survey Results
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IMPROVE
Improvement Activities
Item Activity Status Est Date1 Develop emergency procedure material and packet for pre-
departure orientation Ongoing TBD Analyze
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