Cookbook for Processes

Our help desk decided this semester to start a project where we would create a cookbook of our processes and procedures. This cookbook would be in the form of a manual that would be in print and electronic formats and would serve as a basis for choosing Six Sigma projects and for training our staff and as a reference document.

First we categorized our help desk into seven major categories that we support: systems, operating systems, networking, security, IT services, help desk, and internal processes. Each of these categories contains from two to eight other items for a manual with 28 chapters. Second we began collecting data from those who work closest with these processes. The data includes everything from the process in a flowchart to who are the process owners. This is still in the works. Now we’re also working on what format to put this work in. We’ve decided that our flowcharts will be put into Visio. Our cookbook will be written in LaTeX and put in PDF format for the web and printed as a paper copy too.

Comments 2

  1. Steve

    Hi Lisa,

    I am in the process of exploring how Six Sigma can be applied at my institution. There appears to be very little material on the use of the methodolgy in a higher education setting. My limited exposure to Six Sigma comes from previous consulting work I did with J&J.

    My questions at this point are very basic. Who are reputable providers of training? Can one "go it alone" at first or must it be an enterprise-wide initiative? Where do I start?

    I head up the HR Systems function and see so many opportunities to fix/improve processes and utilize technology more effectively. My goal is to see our group become the "HR process gurus" within our department and across the campus community.

    I will continue follow your blog and would love to correspond with you directly as this evolves.


  2. Lisa Moore

    Steve. Yes, there really isn’t a lot of information concerning Six Sigma and Higher Education. Our initiative is just in this one department at the moment.

    As for the training, our training has come from intensive reading and the fact that many of us already have strong backgrounds in business and statistics. As for “professional trainers” I really can’t answer that question.

    I fell in love with the idea of Six Sigma years ago and it’s evolution has been a slow one for us since I am the only full time employee with 16 student workers. But it has been rewarding and I believe our benefits so far have been good.

    Remember at the start to involve everyone and maintain an excellent communication plan! It is also a good idea to include your Six Sigma initiative in your strategic plan for your department too. This gives it all direction and let’s others know about it too.

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