Business Process Improvement Shared Service

Established in early 2011, the Business Process Improvement (BPI) Shared Service provides support for initiatives seeking to improve customer service, free-up staff time, deliver services faster and/or reduce total cost.  Support is provided through a pool of resources available for facilitation of targeted BPI engagements, methodology and toolset for executing BPI engagements, and training on the concepts and techniques of process improvement initiatives.

Leading Process Improvement Projects

  • Initiated 58 projects since Fall 2011
  • Improving time-of-service revenue collection at the Veterinary Teaching Hospital in Urbana by 50%
  • Streamlining departmental, college and central Human Resources processing at UIC
  • Improving the customer access experience at the University of Illinois Hospital and Health Sciences System

Building Partnerships

  • 63 shared service participants from 31 units on all three campuses and University Administration
  • Active participation with the Network for Change and Continuous Innovation in Higher Education (NCCI) organization
  • Currently planning discussion group sessions with representatives from similar services at University of Wisconsin, University of Notre Dame, and Illinois State University

Developing a Culture of Quality

  • Trained almost 480 employees on process improvement concepts, tools and techniques
  • Provided advanced process improvement methodology training to 93 employees at UIC, UIUC and within University Administration

Achieving Results

  • Established Process Improvement Initiative and Steering Committee at College of Veterinary Medicine in Urbana
  • Identified 189 recommendations for process improvements at 19 units at UIC, UIUC and within University Administration
  • Directly engaged over 90 units through training and/or project participation since 2011