Process Excellence Framework

The Process Excellence Framework (PEF) is a service improvement model designed to systematically review, assess and improve work processes that are unique to higher education.

Based on concepts found in such programs as the Johnson & Johnson Process Excellence model, this ODL framework helps to identify and advance processes and relationships that are critical to successful collaboration and communication within the institution.

Much like the Six Sigma, feedback-driven approach to organizational improvement, the PEF

As part of ODL efforts to share this model with the higher education community, we provide the following services in support of the framework.

Facilitation

ODL will assist organizational leaders in assembling a project team to study and address particular process issue(s). ODL facilitates the group through the various facets of the model, while at the same time, educating team members on how to replicate these steps for future problem-solving endeavors.

Key points addressed through facilitation of the model:

• Collaborate with departmental and unit leadership to identify a specific process(es) to review, and to develop clear and manageable charges for the PEF team.
• Review of staff and stakeholder expertise that will be critical to creatively improving a specific process(es).
• Guide team meetings/members through the major component steps of the model in order to formulate fact-and data-based improvement solutions.
• Assist in the design of process measures to continuously assess and improve service to stakeholders.

Materials

ODL's library of resources - books, articles, and presentations - provides detailed theory and practical examples that support the Process Excellence Framework. Resource materials available for review and study include;

• Process Excellence Leadership Orientation - Johnson & Johnson (available for review by appointment)
• Process Excellence - Johnson & Johnson (available for review by appointment)
• Six Sigma for Managers - by Greg Brue
  This guidebook provides a simple, step-by-step analysis of the Six Sigma framework that is used to assess and improve processes that are integral to excellent service and effective communication.
  (book loan form)

• Six Sigma for the Rest of Us - Quality Digest, July 2003
• Six Sigma for the Service Sector - Quality Digest, May 2003
• Six Problem-Solving Fundamentals - Quality Digest, September 2002

Training

ODL provides individualized and group training in the Process Excellence Framework prior to undertaking a project assignment. Leaders that champion a project, their designated team leaders, and respective group members attend briefing sessions to a) become familiar with the PEF methodology, b) layout out time-tables and expectations for outcomes, c) discuss and refine their team charge, and d) understand the problem-solving tools that will be utilized as part of the framework.

For more detailed information concerning the Process Excellence Framework, contact Joseph Lopez (Manager of Research and Assessment) at 732-932-1420, or via email at lopez@odl.rutgers.edu.