Travel Reimbursement Process Analysis: An Overview on

Methodology

Héctor López-Román, M.A.Angela Albert, M.A.

Julia Pet Armacost, Ph.D.

University of Central FloridaOrlando, FL 32826 USA

Content• Objectives• Background• Travel Reimbursement Process Analysis

– Objective– Methodology

• Conclusion

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Objectives

• To provide an overview of the methodology used in a process analysis conducted at a major metropolitan research university

• To demonstrate some of the tools used– Engagement agreement– Interviews– Surveys– Process flow charts– Process observations– Document reviews

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Background• The travel department has undertaken some

steps toward improving customer service:– documenting and disseminating operating procedures– updating job descriptions

• A request for consultation to take a systems level view led the Operational Excellence and Assessment Support office to perform a process analysis of the travel reimbursement operation– OEAS is part of the Planning and Evaluation Unit

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Planning and Evaluation Functions

Assistant Vice President Information, Assessment, and Analysis (IAA)

•Coordination of IR, OEAS, and UAPS•Associate VP Support

oPolicy and Process DevelopmentoProgram Review Coordination SupportoSACS Reaffirmation Coordination SupportoAccountabilityoInformation, Planning, and Analysis CoordinationoInstitutional Data and Reporting

Director and Data AdministratorInstitutional Research (IR)

•University Data Administration•State Reporting•All University-level External Reporting•Data Warehouse and Data Mart Development•Web Access to Institutional Data•Regular Standard Management Reports •Training and Access Control to Databases•Surveys from External Agencies•Program Review Data Support•Oversight for Faculty Activity Reporting System•Knowledge and Access to Relevant External Databases•Walk-in Support for Data Requests

DirectorOperational Excellence and Assessment

Support (OEAS)

•Institutional Effectiveness Coordination and Support•UAC support•Unit and program support•Regular University-level Surveys •Support for Ad Hoc Surveys and Statistical Studies•Clearinghouse for Internal Surveys•Process Analysis Support•Training on Assessment and Process Analysis •SACS Reaffirmation Support •Program Accreditation Support•Program Review Support •Walk-in Support for Survey and Process Analysis

DirectorUniversity Analysis and Planning

Support (UAPS)

•Enrollment Projections and Planning Support•Management Model Development Support•Planning Support •Benchmarking Support •Short-term Analyses to Support Special Requests and inquiries •Proactive What-If Analyses•Strategic Plan Development•Environmental Scanning•Exploratory Data Analysis (Ah Ha Support)•Policy Analysis Support •Walk-in Support for Analysis

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OEAS Office Organization

Survey andStatistical Studies

AssessmentSupport

Process Analysisand Special Studies

OEASOffice

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The Travel Reimbursement Analysis - Objective

• To examine the travel reimbursement process in order to identify potential areas for improvement

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The Travel Reimbursement Analysis - Approach

• Process Improvement Project– Analysis

• Process oriented view• Functional view

– Design– Implementation

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The Travel Reimbursement Analysis – The First Step

• Development of an Engagement Agreement or Statement of Work– Overview and Background– Scope– Task Structure– Project Schedule

• Contract between client and consultant

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Project Engagement Agreement

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Project Engagement Agreement

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The Travel Reimbursement Analysis – Methodology

• Structured interviews• Design and administration of two surveys

– Traveler, Travel preparer• Flowcharting• Process observations

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The Travel Reimbursement Analysis – Structured Interviews

• Travel department staff (10 people) were interviewed– To gather information on current problems as

perceived by the staff– To gather information on alternatives to

current problems

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The Travel Reimbursement Analysis – Structured Interviews

• Content of Interview– Difficulties and Obstacles– Procedures– Errors, types and sources– Opportunities, Recommendations– Open ended question

• Interview form developed in consultation with client

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Interview questions - travel staff

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Interview questions - travel staff

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Charts – Training participation

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The Travel Reimbursement Analysis – Two Surveys

• Traveler survey– 650 questionnaires distributed– 150 responses (23%)

• Preparer survey– 200 questionnaires distributed– 147 responses (74%)

Acrobat Document

Acrobat Document

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The Travel Reimbursement Analysis – Traveler Survey

• Overall satisfaction about the reimbursement process

• Expectations and actual experiences• Open ended questions

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Traveler Survey

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Traveler Survey

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Preparer Survey

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Preparer Survey – Overall satisfaction

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Traveler Survey - Results

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May 26, 2 00225

Charts - challenges

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Charts - challenges

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The Travel Reimbursement Analysis – Flowcharting

• Detailed flowcharts of the different sub-processes were prepared and reviewed to determine inefficiencies– Travel authorization– Airline, car rental– Cash advance– Payment authorization– Reimbursement processing– Purchasing card

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Flowchart - Simplified

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Reimbursement voucher processing flowchart

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The Travel Reimbursement Analysis – Process Observations

• Process observations were used to determine activities and durations

• Process observations– 7 processors; 84 documents processed– Phone calls; interruptions; trips to

photocopier, etc.

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Process Observation Sheet

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Process Observation Sheet - Summary

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Box plot- Processing time

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Document Reviews

• Review of on-hold documents– 7 processors; 83 documents

• Lead-time analysis– 231 documents

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Charts – On-hold documents

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Lead time data

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Box plot- Process Lead time

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Conclusion

• The tools used in study are simple, available to any practitioner, and useful in looking for improvement opportunities

• Other tools (Fishbone diagrams, root cause analysis, control charts, computer simulation, IDEF, etc.) are also available

• Value of process analysis in Institutional Research

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