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Session 104: Business Process Improvement on a Shoe-String Budget

Wednesday, April 10 at 10:15 AM

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It's typically not that difficult to identify processes that needs improvement. And there may just be great solution that would magically solve all the problems or automate the entire process...if you happen to have a pile of cash lying around. Is there anything you can do to move the needle on process automation and efficiency with limited funds? In this session, attendees will explore the approach and related activities SMU used to automate processes and increase efficiency with little financial investment, saving the University hundreds of hours of labor and positively impacting the customer experience. Attendees will learn:

  • How to identify key opportunities for business process improvements
  • How to map the customer experience and desired processes
  • How to determine what's "good enough" to implement
  • How to collaborate to get things done
  • How to measure the impact and share the story

Rachel Mulry

Executive Director of IT Customer Service

Rachel Mulry serves as the executive director of IT Customer Service at Southern Methodist University, where her teams (help desk, client hardware/software support, A/V support, service and application training, and training and communication) are responsible for providing client technology support to the SMU community. Rachel was a member of the HDI Higher Education Forum from 2006-2018, serving for several years on the program steering committee. She holds several certifications, including PMP, HDI Support Center Manager, ITIL v3 Foundations, Lean Six Sigma Yellow and Green Belt, and MOS 2010 Expert.