University of California San Diego Express Card Activation

University of California San Diego Express Card Activation Planning Team Presentation to SDSU Extended Studies Institute for Quality and Productivity Team Excellence ‘ 98 9/13/2021 December 14, 1998

University of California, San Diego Express Card Activation Planning Team Contents • Purpose • Analysis • Action Plan Development • Implementation, Progress and Results • Team Excellence Through Group Dynamics 9/13/2021

Team Sponsors Divisional Managers: n Linda Collins UPurchasing n Faye Mc. Cullough UDisbursements Express Card Activation Planning Team

Team Members Disbursements n Charlotte Collier n Melinda Louret n Susan Maciel n Marlene Moore* n David Myers* n Robin Posner * Unable to be present today Express Card Activation Planning Team Purchasing n Karen Bogard n Bob Forsythe n Donna Mulcahy n Dona Napier n Brant Yancey Storehouse n Ken Behnke* n Bob Trout*

Introduction n What is UCSD? âTeaching âResearch n Business & Financial Services âOffice of the Controller â 8 functional divisions âSystems Express Card Activation Planning Team

Introduction Express Card Activation Planning Team n Express Procurement âAutomated recording of transactions at the time of purchase âElectronic transmission U transactions U payments n Express Order n Express Card

Team Charge - Express Card Background Activation Planning Team n Express Card Implementation Advisory Team (ECIAT) âProvided recommendations U policy, procedures, limits, control factors âAssisted with Express Card Guide âParticipated in pilot program

Team Charge OUR CHARGE: Express Card Activation Planning Team n Campus procurement forum n Introduction of card to general campus n Implementation plan for roll-out of card âtraining for administrators âtraining for cardholders

Express Card Activation Planning Team PURPOSE 9/13/2021

Purpose Express Card Activation Planning Team n Organization goals & performance measures âMoving culture from administrative control to departmental accountability âFurthering our vision and mission âMeasuring progress using surveys 9/13/2021

Purpose Express Card Activation Planning Team n Types of Impact âCommunicating information âIdentifying customers âTraining âDeveloping program policy and procedures âImplementing support tools 9/13/2021

Purpose Express Card Activation Planning Team n Degree of Impact âCampus wide forums and newsletters âCriteria for Cardholders and Departmental Administrators âTrained Cardholders and Administrators âPublished Express Card Guide âCreation of comprehensive web site 9/13/2021

Purpose Express Card Activation Planning Team n Reasons activity selected âOur goal to move toward departmental accountability âOur desire to get the customers involved âOur objective to simplify the procurement process and provide our customers with resources 9/13/2021

Purpose Express Card Activation Planning Team n Types of quality tools to select activity âData Collection âProject Management âProcess Mapping âStatistical Analysis 9/13/2021

Purpose Express Card Activation Planning Team n Stakeholder involvement in activity selection âProvided program recommendations âAttended procurement forums âEstablished enhanced internal controls âContributed to development of Express Card Guide âProvided feedback 9/13/2021

Purpose n Affected internal stakeholders âDisbursements staff âPurchasing staff âStorehouse staff 9/13/2021 Express Card Activation Planning Team

Purpose n Affected external stakeholders âCampus departments U internal buyers U administrative staff U faculty and researchers âMerchants and community 9/13/2021 Express Card Activation Planning Team

Purpose n Types of potential impact on stakeholders Express Card Activation Planning Team âDepartments gain knowledge âRelationship with suppliers improved âResources reallocated âImproved service to customers âNegative impact on Storehouse 9/13/2021

Purpose n Degree of potential impact on stakeholders Express Card Activation Planning Team âDepartments are able to use the card âMerchants are receiving prompt payments âPositive acceptance of program âResources maximized âTransaction cycle reduced 9/13/2021

Express Card Activation Planning Team ANALYSIS 9/13/2021

Analysis Express Card Activation Planning Team n Methods used to identify opportunities âDescribed the need âDefined the goals and criteria âIdentified constraints âGenerated alternatives âEvaluated alternatives âSelected a solution 9/13/2021

Analysis Express Card Activation Planning Team n Analysis of data to identify opportunities âUsage reports âProcurement matrix âSurvey results âProject management 9/13/2021

Express Card Activation Planning Team

Express Card Activation Planning Team

Analysis Express Card Activation Planning Team n Examples of other actions to identify opportunities âTalked to key customers âTalked to cohorts

Analysis n Methods used to identify final opportunities âProcess mapping âData collection âStatistical analysis âProject management Express Card Activation Planning Team

Analysis n Analysis of data to identify final opportunities âMatrix âSurvey âStatistics âResources Express Card Activation Planning Team

Analysis Express Card Activation Planning Team n Demonstration of how validation was insured âTalked to outside entities with experience implementing procurement card programs âAttended user meetings and conferences

ACTION PLAN DEVELOPMENT Express Card Activation Planning Team

Action Plan Development Express Card Activation Planning Team n Methods and tools to identify potential actions and/or plans âReview Charge Letter âInformation sharing âTimeline âReview Action Plan from Charge Letter* 9/13/2021

Charge Letter Action Plan 9/13/2021 Express Card Activation Planning Team

Action Plan Development Express Card Activation Planning Team n Analysis of data to develop possible actions âBrainstorming âCategorizing âFishbone* âTimeline* 9/13/2021

Fishbone Chart Express Card Activation Planning Team

Express Card Activation Planning Team

Action Plan Development Express Card Activation Planning Team n Demonstration of how validation was ensured via methods, tools, etc. âReview by internal audit âUsage reports 9/13/2021

Action Plan Development Express Card Activation Planning Team n Criteria used to select final actions and/or plans âIs the roll-out timed to coincide with other process changes âAre customers adequately notified âDoes it meet organizational goals âDo we have sufficient human resources 9/13/2021

Action Plan Development Express Card Activation Planning Team n Use of methods, tools and data to select the actions and/or plans âBrainstorming âCategorizing âFishbone Chart âSurvey 9/13/2021

Action Plan Development Express Card Activation Planning Team n Involvement of stakeholders in selection of plan âInternal stakeholders âExternal stakeholders 9/13/2021

Action Plan Development Express Card Activation Planning Team n Types of tangible and intangible benefits expected to be realized âIncreased campus interest in program âCampus would be more informed through forums âTraining would create successful use of card âAvailability of card would streamline processes âEnhanced working relationship between Purchasing and Disbursements 9/13/2021

Action Plan Development n Use of data to justify the activity âAttendance counts at forum âAttendance in training sessions âNumber of new cards issued âIncreased number of transactions 9/13/2021 Express Card Activation Planning Team

Action Plan Development Express Card Activation Planning Team n Comparison of budgeted to actual costs, or use of other justification methods âNo budget for this team activity âUse of sub teams for maximum productivity âUse of campus facilities 9/13/2021

Express Card Activation Planning Team IMPLEMENTATION, PROGRESS & RESULTS 9/13/2021

Implementation, Progress and Results Express Card Activation Planning Team n Types of internal and external stakeholder involvement âMeetings with campus business officers âInformation sharing with affected staff âInitial program expansion âCustomer satisfaction survey âCampus wide forums 9/13/2021

Implementation, Progress and Results Express Card Activation Planning Team n How various types of resistance were addressed âCustomer-friendly innovations âWeb based reporting tool âSupplement; not replace existing tools âEnhanced controls with procurement card âFlexible training classes 9/13/2021

Implementation, Progress and Results Express Card Activation Planning Team n Proof/validation that buy-in existed âCustomers used communication tools U electronic mailbox U telephone hot line âWord of mouth âSteady increase in transactions 9/13/2021

Express Card Dollar Volume Express Card Activation Planning Team

Implementation, Progress and Results n Use of stakeholder feedback in implementation âTraining programs âExpress Card Guide âExpress Card statements 9/13/2021 Express Card Activation Planning Team

Implementation, Progress and Results Express Card Activation Planning Team n Creation and installation of a system for measuring results âReceive daily files from bank âEnhancement of existing financial system âDatabase tools 9/13/2021

Implementation, Progress and Results n How plans were tested before implementation âPilot program n Test results âAdequate controls 9/13/2021 Express Card Activation Planning Team

Implementation, Progress and Results Express Card Activation Planning Team n Procedure or system changes that were made âRandom tax audit âImproved data accessibility âWeb site enhancements* 9/13/2021

Express Card Activation Planning Team

Implementation, Progress and Results n Standardized and documented âTax reporting* âExpress Card Guide* âForms* âStatements* âProcess flow chart* âReadiness checklist* âFAQ’s* 9/13/2021 Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Express Card Activation Planning Team

Implementation, Progress and Results Express Card Activation Planning Team n Training provided â 145 Express Card Administrators â 330 UCSD Staff, Researchers and Faculty have attended Cardholder Orientation â 160 trained by a qualified Departmental Administrator 9/13/2021

Implementation, Progress and Results Express Card Activation Planning Team n Types of tangible and intangible results that were realized â 900 procurement cards issued â 500 UCSD cardholders â 20, 000 transactions (3/96 through 10/98) totaling $4. 6 million 9/13/2021

Implementation, Progress and Results Express Card Activation Planning Team n Linkage of activity impact to organization performance and goals âTransforming culture âVision and Mission âCustomer Satisfaction Survey 9/13/2021

Implementation, Progress and Results n How results were shared with stakeholder âNewsletters âMeetings & Showcases âInformal conversations 9/13/2021 Express Card Activation Planning Team

Express Card Activation Planning Team TEAM EXCELLENCE THROUGH GROUP DYNAMICS 9/13/2021

Team Excellence Through Group Dynamics n Types of team training âSustaining Excellence âMyers-Briggs âTeam building 9/13/2021 Express Card Activation Planning Team

Team Excellence Through Group Dynamics n Team organization âSponsored team âCross-functional membership 9/13/2021 Express Card Activation Planning Team

Team Excellence Through Group Dynamics n Roles and responsibilities âTeam leader selected by team âScribe responsibilities rotated âFacilitator 9/13/2021 Express Card Activation Planning Team

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Team support from the organization âOfficially sponsored team 9/13/2021

Team Excellence Through Group Dynamics n Meeting management n Decision-making tools n Communication tools* 9/13/2021 Express Card Activation Planning Team

Express Card Activation Planning Team

Team Excellence Through Group Dynamics n Consensus skills âFinding acceptable proposals 9/13/2021 Express Card Activation Planning Team

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Documenting and sharing process and progress âPosting minutes on the web âReview of action items âTime for new business 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Team Accountability; Ensure Full Participation âEqual assignment of tasks âReview action items âSub-team reports 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Empowered to take action and resolve issues âMember expertise âSponsor’s guidance 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Relationship between team members, other teams âCollaborative effort âCommunication with other teams 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n How the team overcame obstacles âKeeping issues on the surface 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n How the team and/or members are better prepared to make on-going contributions âVested interest in the program’s success âGained valuable experience for future 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Lessons learned and next steps âValue knowledge and experience âThe future: U Continue enhancements U Market the program U Auditing policy 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Methods to determine team members’ satisfaction âInformal survey âAchievements 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Actions taken based on member feedback âLess frequent meetings âEvolution into a Customer Support Team 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Team reward, recognition, celebration âMonetary incentive award âLuncheon with Vice Chancellor âSponsor party âIQP Team Excellence 98! 9/13/2021

Team Excellence Through Group Dynamics Express Card Activation Planning Team n Summary âCustomer service is our focus âFiscal responsibility is our purpose 9/13/2021

Express Card Activation Planning Team THANK YOU!