{"version":"1.0.0","segments":[{"startTime":0.009,"endTime":3.91,"body":"You're listening to for the record, a registrar podcast sponsored by Acro,"},{"startTime":3.92,"endTime":4.739,"body":"I'm Alex ALJ"},{"startTime":4.929,"endTime":7.73,"body":"Process Improvement Strategist and this is improving"},{"startTime":7.739,"endTime":9.76,"body":"the student experience through process mapping."},{"startTime":17.44,"endTime":21.459,"body":"Hello and welcome to for the record. I'm your host, Doug mckenna"},{"startTime":21.59,"endTime":25.659,"body":"University Registrar at George Mason University in Fairfax, Virginia"},{"startTime":26.26,"endTime":30.12,"body":"Registrars are notoriously process driven."},{"startTime":30.61,"endTime":33.54,"body":"Many of the services we provide require multiple"},{"startTime":33.549,"endTime":37.279,"body":"steps and sometimes multiple offices or multiple systems."},{"startTime":37.61,"endTime":41.049,"body":"Sometimes the things we do make a lot of sense."},{"startTime":41.349,"endTime":43.81,"body":"But I'm willing to bet that every person listening to this"},{"startTime":43.819,"endTime":46.779,"body":"has had an experience in their office where they think to themselves"},{"startTime":47.06,"endTime":48.119,"body":"we're doing what,"},{"startTime":48.409,"endTime":49.27,"body":"why"},{"startTime":50.069,"endTime":54.009,"body":"unpacking complicated processes to even begin to think about ways that"},{"startTime":54.02,"endTime":57.509,"body":"we can improve them can be daunting or feel overwhelming."},{"startTime":57.52,"endTime":61.29,"body":"And that is where today's episode comes in to save the day."},{"startTime":61.779,"endTime":63.819,"body":"Today, we're talking to Alex Al"},{"startTime":64.19,"endTime":64.339,"body":"Jets"},{"startTime":64.54,"endTime":68.589,"body":"process mapper extraordinaire about all the ways the process"},{"startTime":68.599,"endTime":71.069,"body":"mapping works and what it can do for you."},{"startTime":71.08,"endTime":73.449,"body":"So, Alex, welcome to the podcast."},{"startTime":73.819,"endTime":74.809,"body":"Thank you so much."},{"startTime":75.43,"endTime":78.449,"body":"Thank you for agreeing to be a guest. I really appreciate it."},{"startTime":78.459,"endTime":82.0,"body":"I have to give a hat tip to my friend, Rebecca Mather University."},{"startTime":82.01,"endTime":83.769,"body":"Registrar at Oregon State"},{"startTime":83.87,"endTime":85.559,"body":"for putting me in touch with you."},{"startTime":86.269,"endTime":91.08,"body":"I am very excited to talk to you actually selfishly about this topic."},{"startTime":91.279,"endTime":93.959,"body":"I guess if we're being nice,"},{"startTime":94.22,"endTime":99.019,"body":"yes. Other people might benefit from listening to this conversation as well."},{"startTime":99.199,"endTime":100.87,"body":"But this is a secret."},{"startTime":100.879,"endTime":107.379,"body":"Like if you look back through the list of topics that we that I've had on the podcast,"},{"startTime":107.68,"endTime":112.73,"body":"a lot of them are things that like I need help with or I'd like to know more about."},{"startTime":112.739,"endTime":115.889,"body":"So this is one, this is an example of that."},{"startTime":116.37,"endTime":117.41,"body":"So let's start"},{"startTime":117.93,"endTime":121.91,"body":"just about you. You are a higher education"},{"startTime":122.089,"endTime":124.919,"body":"process improvement consultant."},{"startTime":125.04,"endTime":128.669,"body":"What does that mean? And what do you do and how did you get into that game?"},{"startTime":129.46,"endTime":131.44,"body":"Yeah, for sure. Doug happy to help."},{"startTime":131.55,"endTime":134.86,"body":"So I'm an independent consultant. I'm based in rural Oregon"},{"startTime":135.059,"endTime":137.36,"body":"and I provide training and facilitation"},{"startTime":137.669,"endTime":140.679,"body":"and process improvement to colleges and universities"},{"startTime":140.83,"endTime":142.8,"body":"to help them redesign their processes,"},{"startTime":142.809,"endTime":145.759,"body":"to improve the student experience and student outcomes."},{"startTime":146.27,"endTime":148.449,"body":"That's amazing. How long have you been doing that"},{"startTime":148.91,"endTime":152.679,"body":"quite a while? Let's see on my own as a consultant since 2019."},{"startTime":152.69,"endTime":154.279,"body":"But I've been using process mapping"},{"startTime":154.46,"endTime":157.96,"body":"in my work since I have learned about it in like 2015."},{"startTime":158.399,"endTime":158.929,"body":"Nice."},{"startTime":159.169,"endTime":163.529,"body":"How did you learn about process mapping? Like when did this become a thing for you?"},{"startTime":164.11,"endTime":168.559,"body":"Yeah. Well, I'll go a little bit back from that into my origin story. Um"},{"startTime":169.02,"endTime":169.32,"body":"Yeah,"},{"startTime":169.619,"endTime":174.039,"body":"my background's in academic advising and I've worked in academic affairs,"},{"startTime":174.05,"endTime":177.039,"body":"student Affairs and it within higher ed."},{"startTime":177.05,"endTime":178.85,"body":"But back in 2012,"},{"startTime":178.86,"endTime":181.19,"body":"I just graduated with my master's degree in"},{"startTime":181.199,"endTime":184.649,"body":"higher Education Administration from the Ohio State University."},{"startTime":184.66,"endTime":188.71,"body":"And I was so excited to get my first professional job as an academic advisor."},{"startTime":188.889,"endTime":192.009,"body":"I was advising pre health students. Many of them, they want to go on to be"},{"startTime":192.341,"endTime":194.731,"body":"doctors, dentists, nurses, pharmacists,"},{"startTime":194.781,"endTime":197.591,"body":"and we're studying science in order to prepare for that."},{"startTime":197.852,"endTime":201.212,"body":"And every day I was so energized in my work and,"},{"startTime":201.341,"endTime":206.111,"body":"you know, I'd be at my desk with my coffee with my, my list of students to see that day."},{"startTime":206.121,"endTime":206.822,"body":"And, uh,"},{"startTime":206.992,"endTime":210.552,"body":"you know, it was a really inspiring job. I really loved making a difference"},{"startTime":210.712,"endTime":212.802,"body":"in the lives of my students individually."},{"startTime":212.841,"endTime":214.302,"body":"But at the end of the week,"},{"startTime":214.311,"endTime":218.042,"body":"I'd often find myself frustrated that I couldn't be doing more for my students."},{"startTime":218.091,"endTime":223.393,"body":"We were spending our precious advising time those 30 minutes, sometimes less"},{"startTime":223.893,"endTime":227.714,"body":"working on navigating a variety of logistical and bureaucratic"},{"startTime":227.723,"endTime":230.893,"body":"barriers that students were experiencing in their education,"},{"startTime":231.093,"endTime":231.343,"body":"you know,"},{"startTime":231.354,"endTime":235.324,"body":"tracking down transfer credits that didn't apply to their degree correctly,"},{"startTime":235.503,"endTime":237.173,"body":"applying for graduation,"},{"startTime":237.184,"endTime":241.604,"body":"figuring out how to register late because something had happened in their life to"},{"startTime":241.613,"endTime":244.774,"body":"forget how to drop a class or return to the university at a,"},{"startTime":244.783,"endTime":247.494,"body":"at a different point when they're more able to continue."},{"startTime":247.503,"endTime":247.833,"body":"And"},{"startTime":248.055,"endTime":250.516,"body":"those processes were challenging for me to navigate as a"},{"startTime":250.526,"endTime":253.755,"body":"professional who knew all the ins and outs of the university"},{"startTime":253.966,"endTime":255.475,"body":"and they're much harder for my students."},{"startTime":255.485,"endTime":256.855,"body":"And so I had a front row seat to"},{"startTime":256.865,"endTime":260.596,"body":"some of the challenges and obstacles students were experiencing."},{"startTime":260.846,"endTime":262.786,"body":"And yeah, I learned about process mapping."},{"startTime":262.795,"endTime":263.955,"body":"A few years into that,"},{"startTime":263.966,"endTime":267.765,"body":"I attended a training that was intended for hr and"},{"startTime":267.776,"endTime":271.276,"body":"finance folks how to make their processes more efficient,"},{"startTime":271.286,"endTime":275.656,"body":"like from a business point of view, which is a great benefit of process mapping too."},{"startTime":275.665,"endTime":275.955,"body":"But"},{"startTime":276.19,"endTime":277.959,"body":"with my student services background,"},{"startTime":277.97,"endTime":282.989,"body":"I immediately saw the connection that we could use these same strategies"},{"startTime":283.0,"endTime":286.489,"body":"to improve the experience for students and likely student outcomes as well."},{"startTime":286.69,"endTime":287.279,"body":"That's awesome."},{"startTime":287.519,"endTime":289.66,"body":"Let's go from a super high level"},{"startTime":289.829,"endTime":292.549,"body":"for now. What is a process map?"},{"startTime":292.559,"endTime":295.39,"body":"We've said the words process mapping a bunch of times already in"},{"startTime":295.579,"endTime":299.779,"body":"this brief four minutes that you know, we've been talking so far"},{"startTime":299.92,"endTime":302.25,"body":"and maybe we should just try to work in"},{"startTime":302.35,"endTime":305.019,"body":"the phrase process mapping as frequently as"},{"startTime":305.029,"endTime":307.45,"body":"possible throughout the rest of the episode."},{"startTime":307.459,"endTime":311.109,"body":"We'll sneak process mapping in and then people will dream about process mapping."},{"startTime":311.32,"endTime":312.17,"body":"But what,"},{"startTime":312.63,"endTime":316.26,"body":"what is a process map? What does it look like? What, what is it?"},{"startTime":317.14,"endTime":319.119,"body":"Yeah, it's a process map is a"},{"startTime":319.23,"endTime":322.929,"body":"visual diagram that shows a workflow"},{"startTime":323.26,"endTime":325.95,"body":"and I'll go back one step further. What is a process?"},{"startTime":326.07,"endTime":328.85,"body":"A process is any series of steps"},{"startTime":328.98,"endTime":332.29,"body":"that are happening in a particular order and that"},{"startTime":332.299,"endTime":334.329,"body":"lead towards some type of goal or outcome?"},{"startTime":334.589,"endTime":339.13,"body":"So with that definition, nearly everything people are doing in higher education"},{"startTime":339.39,"endTime":343.529,"body":"is a process and really anything we're doing in our lives, we both did a process to,"},{"startTime":343.54,"endTime":345.649,"body":"to get here today to be on the podcast."},{"startTime":345.66,"endTime":349.25,"body":"Your, your morning routine, your commute. These are all processes"},{"startTime":349.57,"endTime":352.119,"body":"in our lives that have steps that are in a particular"},{"startTime":352.13,"endTime":354.29,"body":"order and have an outcome that you're trying to get to."},{"startTime":354.51,"endTime":359.089,"body":"That's amazing. I had not thought about that in that way until just this minute."},{"startTime":359.399,"endTime":360.14,"body":"Thank you."},{"startTime":360.429,"endTime":364.459,"body":"Why would anyone need to create a process map? What are they used for?"},{"startTime":364.75,"endTime":365.609,"body":"Yeah. So"},{"startTime":365.899,"endTime":370.1,"body":"we think we usually have a view into what we're currently doing."},{"startTime":370.23,"endTime":370.579,"body":"But"},{"startTime":370.79,"endTime":375.119,"body":"the processes in a university are complex. There's usually multiple"},{"startTime":375.25,"endTime":377.26,"body":"people involved, multiple units"},{"startTime":377.75,"endTime":381.94,"body":"and the process doesn't work the same way for for every time and every student."},{"startTime":382.299,"endTime":382.859,"body":"So"},{"startTime":383.07,"endTime":387.41,"body":"making a process map is incredibly helpful just to get a basic understanding"},{"startTime":387.709,"endTime":391.91,"body":"of what it is you're currently doing today. What is the experience of"},{"startTime":392.049,"endTime":397.209,"body":"navigating particular process? What is the process look like to change your major?"},{"startTime":397.22,"endTime":399.059,"body":"What steps does a student need to go through?"},{"startTime":399.07,"endTime":402.35,"body":"What processing are, is your team doing on the back end?"},{"startTime":402.51,"endTime":403.269,"body":"And uh"},{"startTime":403.38,"endTime":407.859,"body":"yeah. So process mapping really, it starts with a, with a process map."},{"startTime":407.869,"endTime":409.57,"body":"Uh There's there's three steps"},{"startTime":409.869,"endTime":412.95,"body":"in process mapping. And the first one is to create your"},{"startTime":413.179,"endTime":416.589,"body":"visual diagram of the current as is process."},{"startTime":416.85,"endTime":417.209,"body":"OK."},{"startTime":417.5,"endTime":420.76,"body":"And way back when I worked with IBM."},{"startTime":421.019,"endTime":423.48,"body":"And one of the things that I was taught"},{"startTime":423.489,"endTime":429.329,"body":"about business process analysis were like particular sets of diagrams"},{"startTime":429.48,"endTime":431.119,"body":"and particular shapes"},{"startTime":431.269,"endTime":435.309,"body":"on the diagram. This is probably diving way way too deep at this point. But"},{"startTime":435.549,"endTime":436.44,"body":"is that,"},{"startTime":436.529,"endTime":439.899,"body":"is it a necessary component or a best practice"},{"startTime":439.91,"endTime":443.91,"body":"to use like a diamond as a decisional point"},{"startTime":444.089,"endTime":446.519,"body":"consistently across all of your process maps?"},{"startTime":447.429,"endTime":447.82,"body":"Yeah."},{"startTime":447.829,"endTime":451.44,"body":"So you've talked to multiple people that have different philosophies on this,"},{"startTime":451.45,"endTime":451.899,"body":"I'm sure."},{"startTime":451.91,"endTime":454.67,"body":"But mine coming from a higher ed lens is that"},{"startTime":455.01,"endTime":456.91,"body":"if it's useful to you do it,"},{"startTime":457.079,"endTime":459.489,"body":"but really the point is to get"},{"startTime":459.67,"endTime":462.619,"body":"an accurate picture of what the current process entails."},{"startTime":462.799,"endTime":466.489,"body":"And if that uses different shapes than standard or, you know,"},{"startTime":466.5,"endTime":468.45,"body":"maybe it's a bunch of post its on your wall,"},{"startTime":468.459,"endTime":470.73,"body":"that is totally fine if it's getting to that purpose."},{"startTime":471.015,"endTime":477.015,"body":"And my focus typically is less on how to make the right format of type of process map."},{"startTime":477.024,"endTime":478.584,"body":"And more, how do I make something that's"},{"startTime":478.695,"endTime":482.285,"body":"useful for me to analyze what's currently going on"},{"startTime":482.295,"endTime":484.875,"body":"and then ultimately to make changes to my process?"},{"startTime":484.904,"endTime":484.924,"body":"So"},{"startTime":485.125,"endTime":486.554,"body":"those are the next two steps."},{"startTime":486.964,"endTime":490.434,"body":"Yeah. And I have a couple of questions about step one"},{"startTime":491.07,"endTime":495.39,"body":"before we move on to the steps. Two and three. Are there any specific tools?"},{"startTime":495.519,"endTime":498.209,"body":"And based on what you just said, the answer is probably no."},{"startTime":498.309,"endTime":503.529,"body":"But are there specific tools that are required or special software that is needed"},{"startTime":503.72,"endTime":507.339,"body":"or are there other sort of prerequisite"},{"startTime":507.48,"endTime":510.5,"body":"gatherings of information that"},{"startTime":510.75,"endTime":514.78,"body":"somebody needs to do before they dive into creating a process map."},{"startTime":515.63,"endTime":520.489,"body":"Yeah, that's a common question I get and you can do it with a lot of different tools."},{"startTime":520.5,"endTime":521.359,"body":"I mean, you can go,"},{"startTime":521.669,"endTime":523.549,"body":"I mentioned just having post its on,"},{"startTime":523.558,"endTime":527.219,"body":"on your white board that is completely valid way to make a process map."},{"startTime":527.369,"endTime":531.78,"body":"There also are digital tools you can use lucid chart is is one fun one"},{"startTime":531.789,"endTime":535.44,"body":"that has a as a great educator account to give you some free features."},{"startTime":535.45,"endTime":537.116,"body":"Um But you also can, I"},{"startTime":537.226,"endTime":537.526,"body":"mean,"},{"startTime":537.536,"endTime":540.265,"body":"use anything a lot of times I'm using powerpoint"},{"startTime":540.276,"endTime":544.026,"body":"and Google Slides to make visuals with teams because"},{"startTime":544.156,"endTime":545.366,"body":"most important part"},{"startTime":545.575,"endTime":547.226,"body":"instead of what type of software"},{"startTime":547.346,"endTime":550.546,"body":"you'd want to use is you want your map to be accessible to anyone who needs"},{"startTime":550.556,"endTime":552.815,"body":"to edit it in the future because I've"},{"startTime":552.825,"endTime":555.556,"body":"seen some teams make these beautiful maps and then"},{"startTime":555.796,"endTime":558.495,"body":"they don't have that license in the future or someone needs"},{"startTime":558.505,"endTime":560.981,"body":"to updated and it's not in a format that be updated."},{"startTime":560.992,"endTime":564.562,"body":"So I I kind of tend towards a more low tech and"},{"startTime":564.702,"endTime":566.401,"body":"more common tools format."},{"startTime":566.411,"endTime":569.512,"body":"So you don't really need a lot of specialized software to get started."},{"startTime":569.731,"endTime":573.192,"body":"But if you have a license and you want to use, you know, Lucid Chart,"},{"startTime":573.202,"endTime":575.062,"body":"Microsoft Visio is another one,"},{"startTime":575.081,"endTime":577.992,"body":"it's going to be a little more specialized software,"},{"startTime":578.002,"endTime":580.192,"body":"but you don't need specialized software to get started."},{"startTime":581.289,"endTime":582.309,"body":"Thanks. So"},{"startTime":582.52,"endTime":585.049,"body":"you've talked about step one. Identify the process"},{"startTime":585.239,"endTime":589.32,"body":"and now let's map the process of process mapping."},{"startTime":589.63,"endTime":595.049,"body":"We're getting very meta which I love. So first step identify the process,"},{"startTime":595.32,"endTime":598.219,"body":"then get started alone with a group."},{"startTime":598.33,"endTime":601.4,"body":"Are there different pros and cons of each?"},{"startTime":601.409,"endTime":606.53,"body":"How complicated of a process should someone start with? What are the sort of"},{"startTime":606.659,"endTime":609.669,"body":"what suggestions do you offer to teams or to"},{"startTime":609.679,"endTime":612.809,"body":"individuals who are reaching out about process mapping?"},{"startTime":613.2,"endTime":613.729,"body":"Yeah,"},{"startTime":613.9,"endTime":617.599,"body":"so I use kind of a three step process to help teams think through this."},{"startTime":617.609,"endTime":621.789,"body":"And the first step is making your visual of the current state process."},{"startTime":621.799,"endTime":623.619,"body":"So create your process map. Step one,"},{"startTime":624.01,"endTime":628.19,"body":"once you have that you move into the second step, which is analysis."},{"startTime":628.34,"endTime":631.309,"body":"And so that's where you take a look at that current state map and you"},{"startTime":631.32,"endTime":634.619,"body":"pinpoint what are all the where are all the places issues are coming up?"},{"startTime":634.63,"endTime":638.039,"body":"What are all the pain points that students are experiencing in the process?"},{"startTime":638.14,"endTime":642.669,"body":"What frustrations or faculty of having in the process, staff, your office,"},{"startTime":642.679,"endTime":644.049,"body":"other partner offices"},{"startTime":644.28,"endTime":647.83,"body":"and you kind of note all of those and note all the places"},{"startTime":647.84,"endTime":650.715,"body":"issues are coming up in the process and what those issues are."},{"startTime":650.854,"endTime":652.354,"body":"This is the analysis. Step."},{"startTime":652.364,"endTime":656.565,"body":"Step two is also a great time to think about access and equity that that process"},{"startTime":656.575,"endTime":659.434,"body":"doesn't uh isn't the same experience for everyone"},{"startTime":659.445,"endTime":661.315,"body":"and you could look at are there particular,"},{"startTime":661.474,"endTime":664.025,"body":"how do students from different backgrounds from different identities."},{"startTime":664.034,"endTime":665.984,"body":"How are they experiencing this process?"},{"startTime":666.085,"endTime":670.005,"body":"Are there particular steps that are more likely to trip up transfer students,"},{"startTime":670.015,"endTime":672.395,"body":"adult learners online only students?"},{"startTime":672.405,"endTime":674.695,"body":"You know, any of these, the groups that you,"},{"startTime":674.84,"endTime":678.82,"body":"you're wanting to reach out to more that you're seeing more of on your campus"},{"startTime":679.15,"endTime":679.669,"body":"process."},{"startTime":679.679,"endTime":682.7,"body":"Navigation is particularly challenging for first generation college students."},{"startTime":682.71,"endTime":686.229,"body":"That's a lens. I often ask folks to take a look at their process from."},{"startTime":686.239,"endTime":690.979,"body":"If I didn't know what a registrar does, would I'd be able to navigate this process?"},{"startTime":691.19,"endTime":691.669,"body":"Um"},{"startTime":691.89,"endTime":693.799,"body":"That was a new term to me. So"},{"startTime":694.01,"endTime":698.26,"body":"that's step two and then step three, that's where it gets really exciting."},{"startTime":698.27,"endTime":700.19,"body":"That's where you redesign your process and"},{"startTime":700.255,"endTime":702.515,"body":"you use the knowledge that you've gained through"},{"startTime":702.525,"endTime":705.234,"body":"understanding the full scope of the current process"},{"startTime":705.244,"endTime":708.315,"body":"and their understanding of all the issues to"},{"startTime":708.505,"endTime":710.835,"body":"make changes to redesign the process."},{"startTime":710.844,"endTime":714.354,"body":"And those can be actually changing the process steps,"},{"startTime":714.364,"endTime":718.385,"body":"hopefully maybe eliminating a few, combining them, streamline it a little bit,"},{"startTime":718.465,"endTime":720.534,"body":"but also it could be changes to how you"},{"startTime":720.544,"endTime":723.354,"body":"communicate about the process and explain it to people,"},{"startTime":723.405,"endTime":725.594,"body":"they know what to expect and when and how to do it."},{"startTime":725.869,"endTime":728.9,"body":"It could result in changes to training of how you"},{"startTime":729.059,"endTime":732.169,"body":"equip faculty and staff with the knowledge to help students"},{"startTime":732.179,"endTime":735.33,"body":"navigate the process or could even be changes to policy,"},{"startTime":735.34,"endTime":739.28,"body":"who has to navigate the process when how and what that looks like."},{"startTime":739.299,"endTime":741.5,"body":"So lots of ways to explore that."},{"startTime":741.51,"endTime":746.219,"body":"And so three steps, create your process map, analyze it and improve it,"},{"startTime":746.84,"endTime":749.82,"body":"simple but not easy, I assume."},{"startTime":750.27,"endTime":754.01,"body":"So, let's talk through some of the pitfalls."},{"startTime":754.219,"endTime":757.34,"body":"Let's say that you're working with a team. They've got, uh"},{"startTime":757.53,"endTime":759.9,"body":"let's say I'm working with my team"},{"startTime":760.159,"endTime":763.82,"body":"and we have the current state process"},{"startTime":764.159,"endTime":765.219,"body":"hashed out."},{"startTime":766.65,"endTime":768.109,"body":"How do I know"},{"startTime":768.38,"endTime":773.349,"body":"that I've done a good job identifying all of the steps in the process."},{"startTime":773.559,"endTime":778.229,"body":"What are, what are the ways that you can sort of quality check your work"},{"startTime":778.469,"endTime":781.909,"body":"on step one because if you get to step three"},{"startTime":782.21,"endTime":787.01,"body":"and you haven't documented half of what goes on in step one that leaves you in a lurch."},{"startTime":787.02,"endTime":788.349,"body":"So how do you know"},{"startTime":788.479,"endTime":790.159,"body":"and how do you work toward a"},{"startTime":790.44,"endTime":793.869,"body":"high quality representation in step one?"},{"startTime":794.78,"endTime":795.049,"body":"Yeah,"},{"startTime":795.059,"endTime":798.929,"body":"I think that work typically takes place as kind of pre work before"},{"startTime":798.94,"endTime":802.14,"body":"you get to step one in setting the scope of your project."},{"startTime":802.15,"endTime":802.489,"body":"And"},{"startTime":802.69,"endTime":805.539,"body":"when I work with teams, those are the first questions I'm asking"},{"startTime":805.64,"endTime":806.557,"body":"because it cost mistake."},{"startTime":806.567,"endTime":807.767,"body":"I see is folks doing, you know,"},{"startTime":807.776,"endTime":810.206,"body":"too broad of a scope and trying to boil the"},{"startTime":810.216,"endTime":812.757,"body":"ocean and solve all the problems with one process map"},{"startTime":812.887,"endTime":815.106,"body":"and that's going to lead to a lot of frustration."},{"startTime":815.117,"endTime":817.546,"body":"So actually focusing a little more is going to help."},{"startTime":817.557,"endTime":821.396,"body":"So before you get started with your process, I'd ask you about,"},{"startTime":821.577,"endTime":823.557,"body":"you know, who, what groups are involved,"},{"startTime":823.627,"endTime":827.387,"body":"what offices we'd set what is the starting point of your process?"},{"startTime":827.396,"endTime":829.486,"body":"What's the ending point? Talk about?"},{"startTime":829.767,"endTime":829.927,"body":"Yeah."},{"startTime":830.004,"endTime":832.213,"body":"What related processes there are,"},{"startTime":832.223,"endTime":835.333,"body":"I maybe suggest if you weren't totally sure who all was involved,"},{"startTime":835.343,"endTime":837.554,"body":"go out and talk to the couple people you do know"},{"startTime":837.564,"endTime":839.854,"body":"are involved and be kind of doing this with a team,"},{"startTime":839.864,"endTime":842.504,"body":"especially if it's a complex cross campus process."},{"startTime":842.703,"endTime":846.614,"body":"So that's kind of how you can and then after you make your process map,"},{"startTime":846.624,"endTime":848.953,"body":"you can kind of go back and quality check yourself"},{"startTime":848.963,"endTime":850.833,"body":"and say all those people I thought were involved."},{"startTime":850.843,"endTime":853.783,"body":"Did I identify steps in the process that they do?"},{"startTime":854.221,"endTime":857.69,"body":"Oh, no, I missed at the financial aid office."},{"startTime":857.7,"endTime":861.12,"body":"I need to go back and see what they do in this process and seek more information."},{"startTime":861.77,"endTime":863.361,"body":"And I think you said to"},{"startTime":863.531,"endTime":866.64,"body":"having the team involved in identifying all the stakeholders,"},{"startTime":867.21,"endTime":869.52,"body":"do you recommend trying to get one big"},{"startTime":869.531,"endTime":872.801,"body":"meeting together or is this an iterative process where"},{"startTime":872.81,"endTime":874.911,"body":"two or three people from the registrar's office sit"},{"startTime":874.921,"endTime":877.681,"body":"down and have a conversation about how things flow"},{"startTime":878.01,"endTime":881.401,"body":"and then as they identify, oh, this goes to"},{"startTime":881.7,"endTime":885.08,"body":"an associate dean for review and"},{"startTime":885.21,"endTime":890.08,"body":"then reach out to like an associate deans group and sort of bring them in as"},{"startTime":890.289,"endTime":892.52,"body":"you get to that point in the process"},{"startTime":892.659,"endTime":893.479,"body":"or"},{"startTime":893.69,"endTime":897.0,"body":"is it better easier more direct to kind of"},{"startTime":897.01,"endTime":901.2,"body":"gather all of the people you think might be involved"},{"startTime":901.849,"endTime":904.359,"body":"and then work through the process that way?"},{"startTime":904.729,"endTime":907.39,"body":"Yeah. More, more. The second one is what I'd recommend."},{"startTime":907.4,"endTime":911.76,"body":"So I think process map is a very powerful as a collaborative activity because"},{"startTime":911.94,"endTime":913.059,"body":"it's going to take"},{"startTime":913.33,"endTime":916.849,"body":"if it's, if it's a cross cross divisional or cross unit process,"},{"startTime":916.859,"endTime":919.03,"body":"that you're going to need multiple people involved"},{"startTime":919.039,"endTime":921.159,"body":"to create change and to change the process."},{"startTime":921.169,"endTime":925.14,"body":"So once you do those prest steps of thinking through who all is involved,"},{"startTime":925.26,"endTime":929.77,"body":"I love bringing together a team that includes at least one representative of"},{"startTime":929.78,"endTime":933.429,"body":"each of those groups and having them do the actual mapping project together"},{"startTime":933.7,"endTime":937.119,"body":"so that you're getting all those perspectives because sometimes"},{"startTime":937.13,"endTime":940.429,"body":"what looks like a great redesign from 11 side,"},{"startTime":940.44,"endTime":943.44,"body":"one perspective is actually like, oh we did it,"},{"startTime":943.45,"endTime":946.28,"body":"we did it that way for a reason because of this issue or, you know,"},{"startTime":946.289,"endTime":949.039,"body":"you really need those, those different perspectives together."},{"startTime":949.63,"endTime":954.52,"body":"So II I like doing it as a collaborative activity together with those teams."},{"startTime":954.53,"endTime":955.64,"body":"But if needed,"},{"startTime":955.65,"endTime":958.51,"body":"you can kind of have a couple of people spearheading it and"},{"startTime":958.52,"endTime":959.69,"body":"then just making sure they're really"},{"startTime":959.7,"endTime":961.96,"body":"intentional and reaching out and understanding"},{"startTime":962.239,"endTime":964.299,"body":"others points of view in the process."},{"startTime":964.59,"endTime":968.5,"body":"Yeah, I try to do a lot of things more collaboratively."},{"startTime":968.51,"endTime":972.02,"body":"I've learned to do that over time. I, I didn't"},{"startTime":972.169,"endTime":976.14,"body":"spring into higher education thinking we should"},{"startTime":976.15,"endTime":978.78,"body":"get everybody together and talk this through."},{"startTime":979.369,"endTime":983.52,"body":"There was a lot of time where I was like, I know what I'm doing. Everybody sit back."},{"startTime":983.53,"endTime":983.78,"body":"I can,"},{"startTime":983.789,"endTime":986.419,"body":"I got this and I learned that I do not know what"},{"startTime":986.429,"endTime":989.5,"body":"I'm doing and it's much better to bring people in and together"},{"startTime":989.83,"endTime":993.969,"body":"and, and go through the process. I like the collaboration because"},{"startTime":994.13,"endTime":996.7,"body":"not only do you get those perspectives"},{"startTime":996.919,"endTime":999.08,"body":"in as part of the input,"},{"startTime":999.19,"endTime":1003.53,"body":"but all those other perspectives are often educated about just"},{"startTime":1003.539,"endTime":1008.25,"body":"how complex some of the other things that they don't see"},{"startTime":1008.479,"endTime":1010.69,"body":"actually are. And so"},{"startTime":1010.989,"endTime":1017.14,"body":"it helps to be able to do some outreach to say, hey, academic deans,"},{"startTime":1017.38,"endTime":1020.289,"body":"we would love to have your input on this."},{"startTime":1020.549,"endTime":1023.369,"body":"And then of the two hours that you spend with them,"},{"startTime":1023.89,"endTime":1024.78,"body":"they,"},{"startTime":1024.88,"endTime":1026.54,"body":"they talk for like 30 minutes,"},{"startTime":1026.55,"endTime":1029.25,"body":"but they're listening to all of the other things"},{"startTime":1029.26,"endTime":1032.68,"body":"that are going on in whatever process it is."},{"startTime":1032.868,"endTime":1035.39,"body":"So I really, I, I like the collaborative approach."},{"startTime":1035.4,"endTime":1038.089,"body":"I'm glad that you called it a collaborative practice"},{"startTime":1038.098,"endTime":1040.449,"body":"because that's sort of what I was envisioning."},{"startTime":1040.689,"endTime":1045.729,"body":"And that is an approach that I have learned to take over time because"},{"startTime":1045.88,"endTime":1049.469,"body":"it saves time on the back end of having to"},{"startTime":1049.81,"endTime":1054.64,"body":"educate or the way we communicate about changes. Also, if"},{"startTime":1054.939,"endTime":1059.88,"body":"you make changes to a process and people were involved in the conversation,"},{"startTime":1060.239,"endTime":1064.8,"body":"identifying what the pain points are, they're much more likely to be like, yes,"},{"startTime":1064.81,"endTime":1066.55,"body":"that's why we're changing it"},{"startTime":1066.76,"endTime":1067.229,"body":"so"},{"startTime":1067.439,"endTime":1067.88,"body":"totally."},{"startTime":1068.109,"endTime":1068.13,"body":"Yeah."},{"startTime":1068.16,"endTime":1068.56,"body":"And you know,"},{"startTime":1068.569,"endTime":1070.56,"body":"it really helps to change management too because"},{"startTime":1070.569,"endTime":1072.819,"body":"people support what they help to create."},{"startTime":1072.829,"endTime":1076.959,"body":"So if you have folks in co creating the new process with you."},{"startTime":1077.31,"endTime":1078.31,"body":"They're going to go out and"},{"startTime":1078.42,"endTime":1082.39,"body":"share how excited they are about this process they've created and uh"},{"startTime":1082.51,"endTime":1083.56,"body":"help you with. Buy in."},{"startTime":1083.719,"endTime":1084.05,"body":"Yeah."},{"startTime":1084.31,"endTime":1088.15,"body":"So a couple more questions and then I do want to run through sort of a sample."},{"startTime":1088.16,"endTime":1091.77,"body":"Let's talk this through brass tacks kind of an exercise."},{"startTime":1092.479,"endTime":1095.569,"body":"What does a process map do for you?"},{"startTime":1095.8,"endTime":1098.619,"body":"And what doesn't it do for you?"},{"startTime":1098.63,"endTime":1103.02,"body":"Like, I can see people getting to the end of step one and being like,"},{"startTime":1103.819,"endTime":1104.589,"body":"did it."},{"startTime":1105.17,"endTime":1105.76,"body":"And"},{"startTime":1105.969,"endTime":1112.68,"body":"I had a Dante instructor in college who was like, it pains me. It would ruin Dante"},{"startTime":1112.959,"endTime":1116.0,"body":"to know that people just read the Inferno"},{"startTime":1116.219,"endTime":1118.31,"body":"and they never go on to read"},{"startTime":1118.42,"endTime":1119.56,"body":"purgatorial or"},{"startTime":1120.06,"endTime":1120.339,"body":"Piso."},{"startTime":1120.569,"endTime":1123.88,"body":"And so like getting to step one is just,"},{"startTime":1124.43,"endTime":1129.239,"body":"that's just the inferno part of this metaphor."},{"startTime":1129.469,"endTime":1130.089,"body":"So"},{"startTime":1130.25,"endTime":1133.53,"body":"what does the process map do for you? And then"},{"startTime":1133.869,"endTime":1135.449,"body":"what doesn't it do?"},{"startTime":1135.81,"endTime":1139.29,"body":"You know, there may be good reasons to stop after step one such as"},{"startTime":1139.4,"endTime":1141.969,"body":"you just need to document your process because"},{"startTime":1142.369,"endTime":1145.01,"body":"you want, you know, for continuity in your office,"},{"startTime":1145.02,"endTime":1148.729,"body":"maybe you have one person who's retiring, who has all the institutional knowledge,"},{"startTime":1148.859,"endTime":1150.119,"body":"you need them to uh"},{"startTime":1150.42,"endTime":1153.01,"body":"she never do. What are you talking about?"},{"startTime":1153.13,"endTime":1153.14,"body":"I"},{"startTime":1153.369,"endTime":1153.4,"body":"know."},{"startTime":1154.89,"endTime":1156.609,"body":"So there could be a good reason to"},{"startTime":1156.949,"endTime":1160.709,"body":"stop with step one. Like here's our current state process, here's what we do."},{"startTime":1160.719,"endTime":1164.0,"body":"But I think the real power of using process mapping"},{"startTime":1164.01,"endTime":1166.43,"body":"to improve the student experience and faculty and staff,"},{"startTime":1166.439,"endTime":1169.13,"body":"student, faculty and staff experiences too"},{"startTime":1169.339,"endTime":1171.069,"body":"is that you do something with it."},{"startTime":1171.339,"endTime":1171.92,"body":"So"},{"startTime":1172.119,"endTime":1175.76,"body":"I really encourage folks to get through all three of those steps. So,"},{"startTime":1175.92,"endTime":1179.81,"body":"and you know, they kind of flow into each other. It's very hard to create"},{"startTime":1180.06,"endTime":1182.199,"body":"a current state map on a topic."},{"startTime":1182.209,"endTime":1186.0,"body":"You know, there are challenges and not start talking about what are the issues."},{"startTime":1186.349,"endTime":1189.599,"body":"And then we're all problem solvers typically in higher"},{"startTime":1189.609,"endTime":1191.76,"body":"ed and we want to solve those issues."},{"startTime":1191.77,"endTime":1192.01,"body":"So,"},{"startTime":1192.469,"endTime":1192.939,"body":"you know,"},{"startTime":1192.949,"endTime":1196.13,"body":"people are usually starting to come up with ideas of how they"},{"startTime":1196.14,"endTime":1200.04,"body":"can make improvements even back when they're making the process map itself."},{"startTime":1200.05,"endTime":1202.92,"body":"So those things really flow well into each other."},{"startTime":1202.93,"endTime":1205.689,"body":"And so a process map is as good as the"},{"startTime":1205.699,"endTime":1210.099,"body":"effort you put into redesigning it and implementing those redesigns."},{"startTime":1210.109,"endTime":1210.449,"body":"So"},{"startTime":1211.699,"endTime":1216.239,"body":"when you engage with an institution, what are some of the more common"},{"startTime":1216.489,"endTime":1219.43,"body":"processes that they're like, hey,"},{"startTime":1219.439,"endTime":1224.359,"body":"we're having problems with this or we really need your help on that?"},{"startTime":1224.369,"endTime":1226.16,"body":"What are the kinds of things that you"},{"startTime":1226.369,"endTime":1227.479,"body":"are holding for?"},{"startTime":1228.67,"endTime":1229.8,"body":"Yeah, certainly,"},{"startTime":1229.81,"endTime":1234.989,"body":"I have seen two main themes in the things that universities"},{"startTime":1235.0,"endTime":1237.16,"body":"and colleges have been asking me to help them with."},{"startTime":1237.55,"endTime":1238.25,"body":"And"},{"startTime":1238.689,"endTime":1239.329,"body":"uh they"},{"startTime":1239.739,"endTime":1242.27,"body":"revolve one around student transitions"},{"startTime":1242.38,"endTime":1244.05,"body":"and the second around communication"},{"startTime":1244.369,"endTime":1247.14,"body":"and there's definitely intersection between those as well. But"},{"startTime":1247.479,"endTime":1250.54,"body":"with student communications registrars offices are"},{"startTime":1250.709,"endTime":1252.56,"body":"in the, in the middle of a lot of transitions."},{"startTime":1252.569,"endTime":1257.31,"body":"Students coming into the university, graduating switching majors,"},{"startTime":1257.319,"endTime":1258.939,"body":"taking leaves of absence,"},{"startTime":1259.209,"endTime":1263.65,"body":"maybe, you know, warning and probation suspension coming back in,"},{"startTime":1263.979,"endTime":1266.109,"body":"you know, changing campuses, transferring,"},{"startTime":1266.119,"endTime":1268.43,"body":"these are all like moments of transition that"},{"startTime":1268.67,"endTime":1271.79,"body":"are really important in the student journey."},{"startTime":1271.89,"endTime":1276.089,"body":"They often have emotional components, whether excitement or fear and doubt"},{"startTime":1276.339,"endTime":1277.03,"body":"and"},{"startTime":1277.189,"endTime":1279.579,"body":"that they are very process, heavy times"},{"startTime":1279.869,"endTime":1282.26,"body":"in the student journey that there are a lot of steps to do"},{"startTime":1282.42,"endTime":1284.53,"body":"and that means there's a lot of steps that can get missed."},{"startTime":1285.109,"endTime":1287.3,"body":"And so those are some great areas to"},{"startTime":1287.31,"endTime":1289.579,"body":"focus on if universities are thinking about like,"},{"startTime":1289.589,"endTime":1291.959,"body":"oh where, where could I use these skills?"},{"startTime":1292.209,"endTime":1294.349,"body":"And then the other thing is around communication"},{"startTime":1294.459,"endTime":1294.9,"body":"that"},{"startTime":1295.01,"endTime":1299.189,"body":"a lot of our communication channels are rather saturated with messaging"},{"startTime":1299.64,"endTime":1300.229,"body":"and"},{"startTime":1300.359,"endTime":1303.989,"body":"that there's really colleges and universities seeing the need to"},{"startTime":1304.16,"endTime":1307.939,"body":"streamline some of their communication really intentional about what"},{"startTime":1307.949,"endTime":1310.979,"body":"channels they're using with students to communicate which messages."},{"startTime":1310.989,"endTime":1311.469,"body":"And when"},{"startTime":1311.89,"endTime":1314.689,"body":"especially as email becomes a less reliable"},{"startTime":1315.079,"endTime":1319.63,"body":"way to communicate information to students less reliably checking it."},{"startTime":1319.76,"endTime":1321.439,"body":"Part of the reason that it's become less"},{"startTime":1321.449,"endTime":1324.31,"body":"reliable is that everything became an email."},{"startTime":1324.579,"endTime":1327.39,"body":"And so at a previous institution where I worked,"},{"startTime":1327.4,"endTime":1332.64,"body":"we went through the process of just identifying from the time the student says yes to"},{"startTime":1332.65,"endTime":1338.18,"body":"the university and pays their deposit to the first time they move on to campus."},{"startTime":1338.52,"endTime":1344.449,"body":"How many communications do they receive from who you know what's the content?"},{"startTime":1344.77,"endTime":1347.709,"body":"There were 53 different messages that we identified."},{"startTime":1347.719,"endTime":1349.8,"body":"Those are just the ones that we could identify."},{"startTime":1350.119,"endTime":1356.15,"body":"So, and they were all across the spectrum of, you know, voice tone"},{"startTime":1356.319,"endTime":1357.55,"body":"graphics"},{"startTime":1357.81,"endTime":1362.27,"body":"and it really gave a very disparate view"},{"startTime":1362.4,"endTime":1366.31,"body":"of the university even before they got there."},{"startTime":1366.5,"endTime":1367.15,"body":"So"},{"startTime":1367.26,"endTime":1370.229,"body":"the communications piece that really resonates with me."},{"startTime":1370.55,"endTime":1373.67,"body":"Yeah. And you know what, that is a great example of a process map."},{"startTime":1373.68,"endTime":1376.359,"body":"You'd put all that content in a visual format."},{"startTime":1376.829,"endTime":1379.8,"body":"There's your process map right there. I just worked at the university that"},{"startTime":1380.01,"endTime":1381.77,"body":"did something very similar with mapping"},{"startTime":1381.78,"endTime":1385.28,"body":"their onboarding communications from when students accepted"},{"startTime":1385.43,"endTime":1388.29,"body":"to when they like actually started classes in the fall."},{"startTime":1388.459,"endTime":1392.27,"body":"And that's a similar story. So very common issue."},{"startTime":1392.28,"endTime":1394.739,"body":"I think across the universities and colleges,"},{"startTime":1396.199,"endTime":1398.619,"body":"can we walk through? Can we do an example?"},{"startTime":1398.859,"endTime":1402.069,"body":"-- Yeah."},{"startTime":1398.859,"endTime":1402.069,"body":"-- Is there something from your work you're interested in improving?"},{"startTime":1402.42,"endTime":1404.319,"body":"I mean, there are so many things"},{"startTime":1407.02,"endTime":1408.199,"body":"I don't know, I, I"},{"startTime":1408.38,"endTime":1412.04,"body":"don't have like a fun bite size"},{"startTime":1412.41,"endTime":1415.88,"body":"example to do. I've got the boil the ocean,"},{"startTime":1416.5,"endTime":1419.319,"body":"you know, like this is where I struggle"},{"startTime":1419.479,"endTime":1420.16,"body":"with."},{"startTime":1420.439,"endTime":1424.339,"body":"How do I document a process when I think of the process as well?"},{"startTime":1424.349,"endTime":1427.43,"body":"The student enrolled as a freshman and now they're graduating,"},{"startTime":1427.5,"endTime":1430.119,"body":"but we have to make them, you know, apply to graduate."},{"startTime":1430.29,"endTime":1430.68,"body":"So,"},{"startTime":1431.329,"endTime":1431.859,"body":"yeah."},{"startTime":1432.109,"endTime":1432.14,"body":"Yeah."},{"startTime":1432.15,"endTime":1435.589,"body":"One of the exercises I've done with folks in workshops is to take"},{"startTime":1435.599,"endTime":1440.239,"body":"their strategic plan and to break it down from this high level goal."},{"startTime":1440.359,"endTime":1440.939,"body":"And"},{"startTime":1441.05,"endTime":1445.069,"body":"what, what I need what processes are kind of underlying and supporting"},{"startTime":1445.209,"endTime":1448.609,"body":"that goal. So say there's goals in your strategic plan around"},{"startTime":1448.89,"endTime":1452.25,"body":"graduation in a certain number of years, you know,"},{"startTime":1452.26,"endTime":1454.359,"body":"say it's like increase our four year graduation rate."},{"startTime":1454.369,"endTime":1457.79,"body":"That's a very common goal. A lot of folks, a lot of institutions have."},{"startTime":1458.109,"endTime":1462.849,"body":"So processes that are underlying that application to graduate, that's one right,"},{"startTime":1462.859,"endTime":1463.76,"body":"the finish line"},{"startTime":1463.939,"endTime":1465.069,"body":"degree planning,"},{"startTime":1465.219,"endTime":1470.209,"body":"what's a student doing to pick out their classes for a single term or"},{"startTime":1470.359,"endTime":1473.01,"body":"maybe it's, you know, degree planning for the next year."},{"startTime":1473.03,"endTime":1474.609,"body":"What steps are they going through?"},{"startTime":1474.619,"endTime":1477.209,"body":"What technology tools are they using and engaging with?"},{"startTime":1477.42,"endTime":1477.699,"body":"You know,"},{"startTime":1477.709,"endTime":1480.069,"body":"there's also behind the scenes processes that are going"},{"startTime":1480.079,"endTime":1483.25,"body":"to underlie a goal like a four year graduation rate"},{"startTime":1483.5,"endTime":1483.93,"body":"like"},{"startTime":1484.28,"endTime":1485.9,"body":"uh the course scheduling,"},{"startTime":1486.15,"endTime":1487.05,"body":"how much,"},{"startTime":1487.16,"endTime":1493.26,"body":"how much of a headache is that for academic departments and registrars offices"},{"startTime":1493.27,"endTime":1496.05,"body":"and then kind of back and forth and lots of different people involved,"},{"startTime":1496.06,"endTime":1497.56,"body":"lots of different moving pieces"},{"startTime":1497.76,"endTime":1500.65,"body":"and those behind the scenes processes improving those."},{"startTime":1500.66,"endTime":1503.959,"body":"So that maybe it enables you to do course scheduling out a little farther"},{"startTime":1504.119,"endTime":1505.859,"body":"to help students plan their degree better."},{"startTime":1505.869,"endTime":1510.38,"body":"That helps those administrative processes can roll up to have a big impact on"},{"startTime":1510.599,"endTime":1513.52,"body":"lofty goals like increasing your four year graduation rate."},{"startTime":1513.75,"endTime":1516.339,"body":"Yeah, they are definitely multipliers."},{"startTime":1516.439,"endTime":1519.579,"body":"You mentioned strategic planning and I just want to shout out"},{"startTime":1519.709,"endTime":1524.739,"body":"Danny Ambrose and Dr Kelly Jenkins, who were guests on the podcast,"},{"startTime":1524.75,"endTime":1528.5,"body":"a couple of episodes ago, talking about ways to"},{"startTime":1528.63,"endTime":1531.439,"body":"incorporate more strategic planning, you know,"},{"startTime":1531.449,"endTime":1536.839,"body":"to make it bite sized and simpler for people to engage with, with their teams."},{"startTime":1536.849,"endTime":1541.339,"body":"And that is a process that I've taken to heart as well. And we've started to"},{"startTime":1541.479,"endTime":1542.459,"body":"do some of that."},{"startTime":1542.469,"endTime":1547.42,"body":"One of the things that I'm struggling with is sort of systemic and"},{"startTime":1547.469,"endTime":1552.329,"body":"the president's goals have not been published yet for this coming year,"},{"startTime":1552.339,"endTime":1556.42,"body":"which is, there's some political things behind the scenes there."},{"startTime":1556.43,"endTime":1556.849,"body":"But"},{"startTime":1557.25,"endTime":1560.089,"body":"so the President's goals flow down to the Provost"},{"startTime":1560.099,"endTime":1563.05,"body":"and the Provost goals flow down to my goals."},{"startTime":1563.329,"endTime":1564.63,"body":"And honestly,"},{"startTime":1564.64,"endTime":1569.949,"body":"my goals don't change significantly unless you're listening to this at George"},{"startTime":1569.959,"endTime":1572.77,"body":"Mason University and you happen to work in the Provost office."},{"startTime":1572.78,"endTime":1573.219,"body":"And then"},{"startTime":1573.359,"endTime":1578.229,"body":"my goals change significantly radically based on"},{"startTime":1578.239,"endTime":1580.689,"body":"the goals that the Provosts publish."},{"startTime":1580.699,"endTime":1585.31,"body":"So just keep that in mind if you're thinking about this."},{"startTime":1585.469,"endTime":1585.859,"body":"But"},{"startTime":1585.959,"endTime":1590.55,"body":"between you, me and the lamp posts like the goals of the registrar's office, I could,"},{"startTime":1590.56,"endTime":1591.55,"body":"I would say,"},{"startTime":1591.78,"endTime":1592.619,"body":"I would bet"},{"startTime":1592.89,"endTime":1598.67,"body":"that we could do a poll of 100 registrars offices and we could probably"},{"startTime":1598.91,"endTime":1599.75,"body":"slot"},{"startTime":1600.17,"endTime":1603.089,"body":"each individual's offices goals into four or"},{"startTime":1603.099,"endTime":1606.3,"body":"five categories that all were commonalities."},{"startTime":1606.31,"endTime":1606.89,"body":"And so"},{"startTime":1607.04,"endTime":1611.709,"body":"increasing administrative efficiencies using technology is one"},{"startTime":1612.079,"endTime":1615.579,"body":"uh I would say improve reporting capabilities too,"},{"startTime":1615.589,"endTime":1619.579,"body":"I would say overall supporting the student experience."},{"startTime":1619.88,"endTime":1623.219,"body":"And that is also incredibly ill defined."},{"startTime":1623.229,"endTime":1626.26,"body":"And so when you say like we're going to improve the student experience"},{"startTime":1626.27,"endTime":1629.38,"body":"how are you going to measure how you improve the student experience?"},{"startTime":1629.39,"endTime":1629.77,"body":"So"},{"startTime":1630.02,"endTime":1631.839,"body":"these are things that I"},{"startTime":1631.969,"endTime":1633.28,"body":"grapple with"},{"startTime":1633.479,"endTime":1637.27,"body":"when I think about like, OK, let's sit down and map this process."},{"startTime":1637.369,"endTime":1641.189,"body":"I appreciate what you just did and that is break"},{"startTime":1641.199,"endTime":1645.55,"body":"down larger processes into sort of the component parts."},{"startTime":1645.829,"endTime":1648.25,"body":"And so when I think about like,"},{"startTime":1648.38,"endTime":1650.239,"body":"well, let's see, you know,"},{"startTime":1650.369,"endTime":1652.239,"body":"getting students to graduation,"},{"startTime":1652.619,"endTime":1658.719,"body":"breaking that down into like, what is the student experience of looking at their,"},{"startTime":1658.729,"endTime":1660.25,"body":"at the schedule of classes?"},{"startTime":1660.54,"endTime":1662.119,"body":"When do we publish that?"},{"startTime":1662.829,"endTime":1665.329,"body":"Why is it published in that time frame?"},{"startTime":1665.489,"endTime":1667.729,"body":"That's because academic schedule development"},{"startTime":1668.06,"endTime":1671.489,"body":"has to happen before we can publish the schedule of classes."},{"startTime":1672.109,"endTime":1675.93,"body":"And like as you identified, that is a huge thing."},{"startTime":1676.619,"endTime":1677.41,"body":"And so like,"},{"startTime":1677.53,"endTime":1680.52,"body":"we're struggling too with the I keep saying we're struggling,"},{"startTime":1680.53,"endTime":1682.76,"body":"everyone's gonna be like, Doug's really struggling."},{"startTime":1684.869,"endTime":1686.89,"body":"There are challenges everywhere. So challenges"},{"startTime":1687.329,"endTime":1689.119,"body":"and they're all here."},{"startTime":1690.26,"endTime":1692.239,"body":"I would love to be able to"},{"startTime":1692.43,"endTime":1696.4,"body":"do more data informed academic scheduling."},{"startTime":1696.579,"endTime":1702.079,"body":"And so looking at the students that we have being able to share with departments,"},{"startTime":1702.089,"endTime":1705.569,"body":"timely information about the requirements that students"},{"startTime":1705.689,"endTime":1707.359,"body":"need to meet"},{"startTime":1707.599,"endTime":1712.52,"body":"and give them suggestions for which courses should be offered"},{"startTime":1712.68,"endTime":1714.28,"body":"with seats in what volume?"},{"startTime":1714.8,"endTime":1716.54,"body":"How would you recommend"},{"startTime":1716.76,"endTime":1719.26,"body":"that I or who would you recommend"},{"startTime":1719.42,"endTime":1723.26,"body":"that I pull together to talk about that process?"},{"startTime":1723.78,"endTime":1724.01,"body":"Yes,"},{"startTime":1724.02,"endTime":1727.709,"body":"I heard you name a handful of folks but the academic"},{"startTime":1727.719,"endTime":1729.459,"body":"departments folks that are making the"},{"startTime":1729.469,"endTime":1732.79,"body":"decisions there usually department managers are"},{"startTime":1733.05,"endTime":1735.069,"body":"having to wrangle their departments."},{"startTime":1735.079,"endTime":1739.0,"body":"So might be some really key collaborators for you in this effort."},{"startTime":1739.01,"endTime":1743.119,"body":"But everyone's approaching that problem in a different way and"},{"startTime":1743.13,"endTime":1746.43,"body":"they're approaching it with a different understanding of the issues."},{"startTime":1746.439,"endTime":1746.67,"body":"And"},{"startTime":1747.01,"endTime":1751.17,"body":"you know, you're thinking if academic departments just did XYZ,"},{"startTime":1751.18,"endTime":1752.699,"body":"it'd be better academic departments."},{"startTime":1752.709,"endTime":1754.719,"body":"Probably thinking if Doug just did"},{"startTime":1755.859,"endTime":1757.55,"body":"XYZ, it would be better."},{"startTime":1757.719,"endTime":1759.069,"body":"So getting"},{"startTime":1759.359,"endTime":1759.959,"body":"all these,"},{"startTime":1759.969,"endTime":1762.469,"body":"all the players together in one room and"},{"startTime":1762.479,"endTime":1765.349,"body":"trying to get that common understanding of the current"},{"startTime":1765.589,"endTime":1768.26,"body":"process and an understanding of each other's"},{"startTime":1768.38,"endTime":1770.439,"body":"issues you're experiencing the process"},{"startTime":1770.64,"endTime":1775.28,"body":"that will help you to, to kind of together, see some ways forward"},{"startTime":1775.53,"endTime":1776.319,"body":"that you could"},{"startTime":1776.439,"endTime":1779.65,"body":"improve and even just better in understanding each"},{"startTime":1779.66,"endTime":1782.42,"body":"other can improve things in itself too."},{"startTime":1782.43,"endTime":1783.079,"body":"It's kind of"},{"startTime":1783.43,"endTime":1785.839,"body":"a ancillary benefit of doing projects like"},{"startTime":1785.849,"endTime":1788.81,"body":"this is better empathy and understanding and coordinations"},{"startTime":1790.13,"endTime":1792.349,"body":"and that's one of those things too that"},{"startTime":1792.469,"endTime":1798.189,"body":"it's very difficult to set out to say I'd like to improve those things."},{"startTime":1798.199,"endTime":1803.189,"body":"But it's really in the experience uh in the shared experience of"},{"startTime":1803.3,"endTime":1806.06,"body":"working through or addressing a problem."},{"startTime":1806.319,"endTime":1809.5,"body":"That's really where a lot comes out of"},{"startTime":1809.849,"endTime":1811.0,"body":"-- building"},{"startTime":1809.849,"endTime":1811.0,"body":"-- relationships"},{"startTime":1812.709,"endTime":1814.39,"body":"with the side benefits for that."},{"startTime":1815.42,"endTime":1815.609,"body":"Yeah,"},{"startTime":1815.849,"endTime":1818.239,"body":"you mentioned technology and that"},{"startTime":1818.55,"endTime":1821.469,"body":"is is an interesting point because one place"},{"startTime":1821.479,"endTime":1824.959,"body":"I see universities and colleges using process mapping"},{"startTime":1825.209,"endTime":1828.42,"body":"is before doing a technology implementation"},{"startTime":1828.78,"endTime":1831.17,"body":"because nothing is worse than having a,"},{"startTime":1831.469,"endTime":1835.079,"body":"you know, maybe messy process that's not the most efficient and then"},{"startTime":1835.3,"endTime":1838.439,"body":"you get a new technology thinking, oh, it's gonna be a silver bullet."},{"startTime":1838.449,"endTime":1842.76,"body":"But really, you're just reproducing your current process in a new tool."},{"startTime":1843.0,"endTime":1843.939,"body":"You know, maybe you have"},{"startTime":1844.15,"endTime":1847.14,"body":"in your digital form, you have just as many steps you have to go through."},{"startTime":1847.15,"endTime":1849.42,"body":"But now it's digital and that makes it a little better."},{"startTime":1849.719,"endTime":1851.76,"body":"No one's walking a form around campus,"},{"startTime":1851.949,"endTime":1853.819,"body":"but still it's getting hung up when the"},{"startTime":1853.989,"endTime":1857.9,"body":"assistant dean has too many emails and they're gone at a conference and they don't,"},{"startTime":1857.91,"endTime":1860.619,"body":"you know, those are building up in their inbox to sign."},{"startTime":1860.63,"endTime":1861.219,"body":"Uh So"},{"startTime":1861.51,"endTime":1863.25,"body":"how did you know? Yeah,"},{"startTime":1864.27,"endTime":1865.53,"body":"I've been there"},{"startTime":1865.849,"endTime":1871.02,"body":"for sure on multiple sides of this from it side from uh student services side. So"},{"startTime":1871.55,"endTime":1871.77,"body":"yeah,"},{"startTime":1871.78,"endTime":1876.479,"body":"mapping your processes can give you a big head start on improving them so that what"},{"startTime":1876.489,"endTime":1878.5,"body":"you can one pick the right technology that"},{"startTime":1878.51,"endTime":1880.089,"body":"the right features of what you're going to need"},{"startTime":1880.199,"endTime":1881.609,"body":"for an improved process."},{"startTime":1881.619,"endTime":1883.969,"body":"But also one of the first things a lot of"},{"startTime":1883.979,"endTime":1886.9,"body":"technology implements will do when they come in and say,"},{"startTime":1886.91,"endTime":1888.569,"body":"tell me about your current process."},{"startTime":1888.63,"endTime":1891.92,"body":"You could pull out your beautiful process map with all the pain"},{"startTime":1892.17,"endTime":1895.39,"body":"identified and say, help us fix this with your technology."},{"startTime":1896.829,"endTime":1900.43,"body":"And even as part of the RFP process, which"},{"startTime":1900.64,"endTime":1902.51,"body":"I'm just going to give all the shout outs."},{"startTime":1902.609,"endTime":1905.949,"body":"Colleen Harms at the University of Minnesota has"},{"startTime":1905.959,"endTime":1912.27,"body":"volunteered to participate in every university's rfps forever."},{"startTime":1912.469,"endTime":1918.479,"body":"So if you are doing an RFP. Please contact Colleen and ask her to be on the team."},{"startTime":1918.77,"endTime":1920.93,"body":"She does not like RFP."},{"startTime":1921.349,"endTime":1922.05,"body":"But"},{"startTime":1922.39,"endTime":1924.89,"body":"even as you're going through the RFP,"},{"startTime":1925.069,"endTime":1929.609,"body":"being able to produce this sort of process map with pain points identified,"},{"startTime":1929.699,"endTime":1932.81,"body":"lets you make a better decision about"},{"startTime":1933.17,"endTime":1936.25,"body":"the product that you're going to wind up with. Because as you pointed out,"},{"startTime":1936.65,"endTime":1940.68,"body":"it's no good if they can recreate your current process,"},{"startTime":1940.739,"endTime":1944.469,"body":"but they can't create your re envisioned process."},{"startTime":1944.81,"endTime":1945.969,"body":"You're just,"},{"startTime":1946.079,"endTime":1950.449,"body":"I hate this expression, but I'm going to use it. You're just paving the cow paths,"},{"startTime":1950.64,"endTime":1953.949,"body":"you're reinforcing the bad stuff that was already there."},{"startTime":1954.41,"endTime":1954.91,"body":"And"},{"startTime":1955.109,"endTime":1955.79,"body":"so"},{"startTime":1955.939,"endTime":1960.819,"body":"this is a great by product of doing process mapping and having"},{"startTime":1961.239,"endTime":1966.069,"body":"those things documented and identified as, like this is a thing."},{"startTime":1966.63,"endTime":1967.569,"body":"This is a thing"},{"startTime":1968.4,"endTime":1970.13,"body":"we'd like to get rid of those things"},{"startTime":1970.41,"endTime":1973.099,"body":"-- for"},{"startTime":1970.41,"endTime":1973.099,"body":"-- sure. Yeah, I'm working with the university right now who's"},{"startTime":1973.319,"endTime":1978.68,"body":"looking towards a, er, P replacement and they're doing process improvement now"},{"startTime":1979.239,"endTime":1983.729,"body":"so that they have those, those needs defined and know what issues they want to fix."},{"startTime":1984.209,"endTime":1986.349,"body":"Yeah, that's a big lift."},{"startTime":1987.15,"endTime":1989.229,"body":"So I'll get you a little bit of a head start on that."},{"startTime":1989.489,"endTime":1990.569,"body":"And it's something, you know,"},{"startTime":1990.739,"endTime":1992.38,"body":"I love that process mapping is"},{"startTime":1992.53,"endTime":1994.51,"body":"simple and pretty easy to learn."},{"startTime":1994.56,"endTime":1996.31,"body":"The key thing that you need is a little bit"},{"startTime":1996.319,"endTime":1998.349,"body":"of knowledge about how to make a process map,"},{"startTime":1998.43,"endTime":2001.88,"body":"but mostly it's the knowledge your team has about what you do today."},{"startTime":2002.17,"endTime":2002.829,"body":"And so"},{"startTime":2003.329,"endTime":2007.329,"body":"simple and easy to learn but can be really powerful and be able to"},{"startTime":2007.51,"endTime":2009.969,"body":"make changes to your current process or"},{"startTime":2010.069,"endTime":2012.68,"body":"make a technology implementation go much smoother."},{"startTime":2012.689,"endTime":2016.689,"body":"So it's something universities can really often do internally themselves to"},{"startTime":2016.849,"endTime":2019.449,"body":"make these implementations much more successful."},{"startTime":2019.63,"endTime":2019.8,"body":"Yeah."},{"startTime":2019.9,"endTime":2024.63,"body":"Are there classes, are there resources for people if they're like"},{"startTime":2024.79,"endTime":2026.15,"body":"Alex said, it was simple."},{"startTime":2026.27,"endTime":2028.03,"body":"Where, where would I go?"},{"startTime":2028.51,"endTime":2029.51,"body":"Yeah, certainly"},{"startTime":2029.709,"endTime":2032.76,"body":"there is a lot of material about process improvement"},{"startTime":2032.849,"endTime":2036.43,"body":"online because this really isn't a particularly new tool."},{"startTime":2036.439,"endTime":2037.75,"body":"Um especially in, you know,"},{"startTime":2037.89,"endTime":2039.77,"body":"comes out of industrial engineering."},{"startTime":2039.78,"endTime":2043.79,"body":"And uh how do you make, make widgets more efficiently"},{"startTime":2044.089,"endTime":2045.819,"body":"as far as higher education"},{"startTime":2045.969,"endTime":2049.79,"body":"in 2015, when I first went to that training, I didn't find much in"},{"startTime":2050.03,"endTime":2052.219,"body":"that was customized to higher education."},{"startTime":2052.228,"endTime":2054.35,"body":"And so that's why I kind of built out"},{"startTime":2054.36,"endTime":2057.26,"body":"a consulting niche uh doing that type of training."},{"startTime":2057.32,"endTime":2060.629,"body":"And really, I, when I was still a university employee, I would,"},{"startTime":2060.639,"endTime":2062.978,"body":"I went to a couple conferences and shared what"},{"startTime":2062.989,"endTime":2065.364,"body":"I was doing and people said this is great."},{"startTime":2065.375,"endTime":2068.745,"body":"Can you come teach us how to do it? So that's kind of how I found myself. I"},{"startTime":2069.054,"endTime":2072.725,"body":"didn't intend to go into doing training on this topic, but"},{"startTime":2072.895,"endTime":2074.465,"body":"it is something I offer."},{"startTime":2074.554,"endTime":2075.793,"body":"I'd also point you towards some of"},{"startTime":2075.804,"endTime":2078.844,"body":"the resources that the University Innovation Alliance"},{"startTime":2079.063,"endTime":2080.063,"body":"has. Um"},{"startTime":2080.395,"endTime":2082.043,"body":"Yeah, that is one of my uh"},{"startTime":2082.428,"endTime":2085.697,"body":"prior employers as well and they're a consortium of"},{"startTime":2085.708,"endTime":2089.289,"body":"public research universities that are collaborating on student success"},{"startTime":2089.408,"endTime":2093.378,"body":"and they have some available mini trainings on this topic too,"},{"startTime":2093.388,"endTime":2094.608,"body":"some of which I helped them build."},{"startTime":2094.759,"endTime":2095.428,"body":"That's awesome."},{"startTime":2095.618,"endTime":2099.168,"body":"I am trying to get Mason to join the UI A."},{"startTime":2099.339,"endTime":2103.368,"body":"So we'll see if that rolls around. There are a bunch of different initiatives that"},{"startTime":2103.509,"endTime":2106.249,"body":"the, like I said, the President's goals haven't been published,"},{"startTime":2106.655,"endTime":2108.864,"body":"but there are a bunch of initiatives that are underway."},{"startTime":2108.875,"endTime":2113.064,"body":"But that is one of the my own pet project is Get"},{"startTime":2113.225,"endTime":2115.104,"body":"Mason into the UI A"},{"startTime":2115.574,"endTime":2116.054,"body":"nice."},{"startTime":2116.064,"endTime":2117.625,"body":"Well, I'll offer too that I,"},{"startTime":2117.635,"endTime":2120.465,"body":"I love talking about this topic and I love answering people's questions."},{"startTime":2120.475,"endTime":2120.995,"body":"So"},{"startTime":2121.145,"endTime":2121.784,"body":"please,"},{"startTime":2121.794,"endTime":2124.804,"body":"listeners are welcome to reach out to me linkedin email"},{"startTime":2124.814,"endTime":2127.034,"body":"and I'm happy to answer questions or help them think about"},{"startTime":2127.225,"endTime":2130.185,"body":"how to get started with their first process mapping project."},{"startTime":2130.764,"endTime":2131.425,"body":"That's awesome."},{"startTime":2131.435,"endTime":2135.304,"body":"I will include your contact information in the show notes page for sure."},{"startTime":2135.59,"endTime":2139.729,"body":"And if you're OK with it, I'll put your linkedin profile link there as well."},{"startTime":2140.169,"endTime":2140.689,"body":"Cool."},{"startTime":2140.889,"endTime":2144.82,"body":"What kind of fun little logic games are required"},{"startTime":2144.83,"endTime":2148.58,"body":"in order to really make a good process map?"},{"startTime":2148.62,"endTime":2154.29,"body":"Like, do you need to enjoy a puzzle in order to really enjoy a"},{"startTime":2154.5,"endTime":2156.159,"body":"doing process mapping?"},{"startTime":2156.56,"endTime":2156.939,"body":"Yeah."},{"startTime":2157.149,"endTime":2158.04,"body":"Well, I've actually"},{"startTime":2158.149,"endTime":2161.57,"body":"preserved interestingly that people seem to enjoy"},{"startTime":2161.58,"endTime":2163.469,"body":"different parts of those three steps."},{"startTime":2163.479,"endTime":2167.12,"body":"So some people really love like the tactical probably your puzzle, your puzzle,"},{"startTime":2167.129,"endTime":2167.78,"body":"folks like"},{"startTime":2167.929,"endTime":2170.53,"body":"they love making the actual process map and organizing"},{"startTime":2170.54,"endTime":2172.709,"body":"it and seeing how all the pieces come together."},{"startTime":2173.08,"endTime":2176.149,"body":"Other people like to identify the issues."},{"startTime":2176.31,"endTime":2179.62,"body":"They're the ones that you typically see, you know, raising a hand saying like, hey,"},{"startTime":2179.629,"endTime":2180.62,"body":"there's a challenge over here"},{"startTime":2180.83,"endTime":2181.139,"body":"and"},{"startTime":2181.59,"endTime":2183.56,"body":"I love the passion that's behind those."},{"startTime":2183.57,"endTime":2184.25,"body":"So it's, you know,"},{"startTime":2184.26,"endTime":2187.689,"body":"passionate complainers who have a mission are some"},{"startTime":2187.699,"endTime":2189.129,"body":"of my favorite people to work with."},{"startTime":2189.379,"endTime":2192.35,"body":"-- Absolutely. I want those people on my team"},{"startTime":2189.379,"endTime":2192.35,"body":"-- for sure."},{"startTime":2192.469,"endTime":2193.699,"body":"So invite them to"},{"startTime":2193.81,"endTime":2195.82,"body":"when you do your process analysis because that,"},{"startTime":2195.939,"endTime":2197.459,"body":"that's the strength you need there."},{"startTime":2197.78,"endTime":2200.459,"body":"And then other folks really love coming up with"},{"startTime":2200.469,"endTime":2203.209,"body":"the ideas and those are your kind of dreamer"},{"startTime":2203.56,"endTime":2207.419,"body":"folks that are like, oh, wouldn't it be great if we could do this or that?"},{"startTime":2207.59,"endTime":2208.1,"body":"And,"},{"startTime":2208.31,"endTime":2212.5,"body":"and making sure you invite them to your, your redesign sessions. So"},{"startTime":2212.649,"endTime":2215.899,"body":"-- there's a variety of strengths you need to, to do this."},{"startTime":2212.649,"endTime":2215.899,"body":"-- Well,"},{"startTime":2216.04,"endTime":2220.82,"body":"getting the mix right is probably also equally important because"},{"startTime":2221.11,"endTime":2222.969,"body":"if you just have the dreamers,"},{"startTime":2223.179,"endTime":2229.59,"body":"you're missing out on the, you know, those critical vocal complainers,"},{"startTime":2229.6,"endTime":2231.739,"body":"the passionate complainers as you."},{"startTime":2231.929,"endTime":2232.179,"body":"Yeah,"},{"startTime":2232.84,"endTime":2233.29,"body":"totally."},{"startTime":2233.3,"endTime":2237.29,"body":"And it's important to have kind of a can do attitude and process improvement because"},{"startTime":2237.58,"endTime":2240.08,"body":"there are gonna be things you can't do, like, you know,"},{"startTime":2240.09,"endTime":2242.169,"body":"complaining it's regulations, you know,"},{"startTime":2242.37,"endTime":2244.37,"body":"this is required for this reason."},{"startTime":2244.649,"endTime":2247.5,"body":"But what could you, you know, get creative and do around that?"},{"startTime":2247.51,"endTime":2250.35,"body":"How could you communicate about it differently or?"},{"startTime":2250.639,"endTime":2250.82,"body":"Yeah,"},{"startTime":2250.83,"endTime":2254.57,"body":"change the training that folks have about around"},{"startTime":2254.58,"endTime":2256.6,"body":"that part of the process that's required."},{"startTime":2256.61,"endTime":2260.379,"body":"So get, get creative. If you're getting stuck on something you can't change."},{"startTime":2260.959,"endTime":2261.179,"body":"Yeah."},{"startTime":2261.189,"endTime":2263.08,"body":"And that is a question that I have for you"},{"startTime":2263.09,"endTime":2266.81,"body":"is when you get to the point where you're like,"},{"startTime":2266.82,"endTime":2269.02,"body":"hey, we've mapped this out,"},{"startTime":2269.129,"endTime":2272.189,"body":"these are the pain points and now we're stuck."},{"startTime":2272.31,"endTime":2276.07,"body":"What are ways that you can unstuck a group?"},{"startTime":2276.59,"endTime":2278.59,"body":"Like, how do you get your team unstuck?"},{"startTime":2278.6,"endTime":2283.62,"body":"How do you encourage that creative problem solving or"},{"startTime":2283.84,"endTime":2286.07,"body":"I don't want to say just like"},{"startTime":2286.25,"endTime":2289.739,"body":"acceptance of status quo because"},{"startTime":2290.219,"endTime":2292.639,"body":"there's not a status quo, really, everything keeps changing."},{"startTime":2293.3,"endTime":2297.56,"body":"But if you get to that point where your team is like, well, we,"},{"startTime":2297.889,"endTime":2300.639,"body":"we mapped it out, we identified the pain points"},{"startTime":2300.86,"endTime":2304.5,"body":"and we can't do anything about the pain points either because"},{"startTime":2304.54,"endTime":2309.639,"body":"of the system that's in use or the particular structures or"},{"startTime":2309.8,"endTime":2311.479,"body":"sometimes it's a personality."},{"startTime":2311.59,"endTime":2312.679,"body":"Let's be honest."},{"startTime":2313.09,"endTime":2314.959,"body":"What do you say to those folks?"},{"startTime":2315.78,"endTime":2316.26,"body":"Yeah,"},{"startTime":2316.81,"endTime":2320.28,"body":"I think about how to get creative and say given"},{"startTime":2320.449,"endTime":2321.57,"body":"this constraint,"},{"startTime":2321.81,"endTime":2323.429,"body":"ask, how might we,"},{"startTime":2323.58,"endTime":2326.679,"body":"I love that framing of a question because it opens up some possibilities."},{"startTime":2327.01,"endTime":2327.959,"body":"Address"},{"startTime":2328.34,"endTime":2330.469,"body":"this particular issue in the process."},{"startTime":2330.52,"endTime":2332.75,"body":"What are some different ways we could approach it?"},{"startTime":2333.199,"endTime":2336.679,"body":"I like some of the brainstorming resources from Id"},{"startTime":2336.689,"endTime":2338.76,"body":"OU if you're familiar with them at all."},{"startTime":2338.77,"endTime":2339.08,"body":"So"},{"startTime":2339.29,"endTime":2341.739,"body":"they use that kind of how might we question framing?"},{"startTime":2342.129,"endTime":2343.8,"body":"They have some suggestions about"},{"startTime":2344.229,"endTime":2345.59,"body":"impose different constraints?"},{"startTime":2345.6,"endTime":2351.35,"body":"Like how would we fix this with no money how would we fix this if we had five minutes?"},{"startTime":2351.36,"endTime":2352.129,"body":"You know,"},{"startTime":2352.139,"endTime":2355.939,"body":"what's like the quickest thing you could do that would address that situation"},{"startTime":2356.199,"endTime":2359.689,"body":"that, that can help people kind of break them out of the box."},{"startTime":2359.709,"endTime":2362.07,"body":"Uh You know, even some more fun brain summary questions"},{"startTime":2362.33,"endTime":2365.219,"body":"like, you know, how would Disney navigate this,"},{"startTime":2365.409,"endTime":2365.84,"body":"you know,"},{"startTime":2366.1,"endTime":2368.429,"body":"to think about it and you're not going to implement"},{"startTime":2368.439,"endTime":2370.419,"body":"the same solution that you come up with there."},{"startTime":2370.429,"endTime":2372.27,"body":"But it might help you think about how to do it differently."},{"startTime":2372.82,"endTime":2374.479,"body":"There'd be songs involved."},{"startTime":2376.479,"endTime":2377.86,"body":"Oh, for sure. So"},{"startTime":2378.11,"endTime":2378.52,"body":"yeah."},{"startTime":2378.53,"endTime":2382.379,"body":"So thinking about it, just if you run into a roadblock,"},{"startTime":2382.389,"endTime":2385.6,"body":"kind of how could you go around it and think back to?"},{"startTime":2385.61,"endTime":2385.77,"body":"OK,"},{"startTime":2385.78,"endTime":2387.209,"body":"how could we address this with different"},{"startTime":2387.219,"endTime":2389.78,"body":"communication with training with a different policy?"},{"startTime":2390.03,"endTime":2392.979,"body":"Not if I can't change that actual process step because"},{"startTime":2392.989,"endTime":2396.899,"body":"of regulations or maybe some I don't have ownership or,"},{"startTime":2396.929,"endTime":2399.149,"body":"you know, there's a political kind of situation around that,"},{"startTime":2400.189,"endTime":2402.919,"body":"Alex. Do you have any closing thoughts on process mapping?"},{"startTime":2403.06,"endTime":2404.05,"body":"You've sold me."},{"startTime":2404.219,"endTime":2405.37,"body":"This is,"},{"startTime":2405.54,"endTime":2410.129,"body":"I was excited going in. So it was an easy mark for this topic."},{"startTime":2410.459,"endTime":2413.12,"body":"But do you have any closing thoughts on"},{"startTime":2413.27,"endTime":2414.449,"body":"process mapping?"},{"startTime":2414.689,"endTime":2419.27,"body":"Yeah, I'd say if this interests you or you think it could be helpful, try it out"},{"startTime":2419.479,"endTime":2422.649,"body":"and I suggest try it out on like a really small process."},{"startTime":2422.659,"endTime":2424.399,"body":"Maybe it's just something you control."},{"startTime":2424.51,"endTime":2428.11,"body":"Maybe it's just something in your personal life like map your morning routine,"},{"startTime":2428.33,"endTime":2430.469,"body":"see what steps are there and then, you know,"},{"startTime":2430.479,"endTime":2432.86,"body":"go through those steps of analyzing it and thinking"},{"startTime":2432.87,"endTime":2435.139,"body":"about what changes you want to make for that redesign"},{"startTime":2435.449,"endTime":2438.149,"body":"and just see what that, see what that feels like and see what"},{"startTime":2438.449,"endTime":2441.949,"body":"uh see what you notice about your own process, maybe even doing it every morning,"},{"startTime":2441.959,"endTime":2444.159,"body":"um and how it leads to some ideas"},{"startTime":2444.469,"endTime":2446.76,"body":"because that's something easy you can do on your own"},{"startTime":2446.77,"endTime":2449.139,"body":"to kind of try out this methodology and see how"},{"startTime":2449.33,"endTime":2452.669,"body":"if it's could could be useful for redesigning your morning routine."},{"startTime":2452.679,"endTime":2456.83,"body":"Could be useful for your students and your staff and your institution as well."},{"startTime":2457.199,"endTime":2459.659,"body":"That is phenomenal. Thank you so much, Alex."},{"startTime":2459.669,"endTime":2462.83,"body":"Thank you for being here for sharing your time and your expertise."},{"startTime":2463.02,"endTime":2463.78,"body":"I appreciate it."},{"startTime":2463.79,"endTime":2465.78,"body":"I can't wait to put some of these things into"},{"startTime":2465.79,"endTime":2468.959,"body":"practice with my own staff in my own office."},{"startTime":2469.79,"endTime":2470.449,"body":"I love to hear."},{"startTime":2471.939,"endTime":2473.36,"body":"Thanks very much for listening."},{"startTime":2473.709,"endTime":2474.61,"body":"Go to the show notes,"},{"startTime":2474.62,"endTime":2477.699,"body":"page to track down Alex's contact information if"},{"startTime":2477.709,"endTime":2480.36,"body":"you're in need of some process mapping assistance."},{"startTime":2480.77,"endTime":2483.739,"body":"And a huge thank you again to Alex for being a guest"},{"startTime":2483.87,"endTime":2487.679,"body":"and for sharing some great suggestions about how to proceed"},{"startTime":2487.85,"endTime":2491.32,"body":"through the three critical steps of process mapping."},{"startTime":2499.649,"endTime":2503.149,"body":"Until next time, stretch your legs drink some water,"},{"startTime":2503.25,"endTime":2504.429,"body":"be kind to each other."},{"startTime":2505.219,"endTime":2506.199,"body":"I'm Doug mckenna"},{"startTime":2506.55,"endTime":2508.04,"body":"and this is for the record."},{"startTime":2521.889,"endTime":2527.86,"body":"And then I think that that elevates the awareness of some of those pinch points."},{"startTime":2528.31,"endTime":2530.939,"body":"Those are my dogs barking as they just"},{"startTime":2531.11,"endTime":2533.939,"body":"ran down the stairs and then around."},{"startTime":2534.439,"endTime":2540.34,"body":"So I'll pause for a minute. We have people working on it in our backyard today. And so"},{"startTime":2540.469,"endTime":2543.82,"body":"the dogs are just like, have been losing their minds all day."}]}