2014 Quality and Productivity Awards 2014 Prix de la

Prix de
Awards
2014 Quality and
Productivity Awards
Where good ideas grow
2014 Prix de la Qualité
et de la Productivité
Pour faire germer les bonnes idées
Sponsored by/Commanditées par :
UNIVERSITY MANAGER • Summer 2014
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2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
McGill University
First Prize, Themed Category
(L-R) Kathy Zendehbad, Normand Langue, Cara Piperni, Suzanne Boyd, Richard London.
McGill Marketplace – Above and Beyond an e-Procurement System
Several years ago, McGill rolled out an e-Procurement system: the
‘McGill Marketplace’ or ‘MMP.’ Customers could place modest
orders from online catalogues with settlement by credit card only.
Following that success, McGill continued its development of MMP,
resulting in a holistic, fully integrated e-procurement solution.
An 18-month roll-out used presentations, demos and hands-on
training to facilitate the on-boarding process.
The result is an easy-to-use shopping experience. Forty-five
vendor catalogues are available in McGill’s virtual shopping
mall. MMP has streamlined administrative processes, improved
productivity and efficiency, and greatly enhanced the purchasing
experience for McGill faculty and staff, while delivering controls
and traceable workflows, thus minimizing risk. MMP allows for
better visibility, access to negotiated pricing, and the ability to
compare prices and leverage on volume of spend. Every role, from
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UNIVERSITY MANAGER • Summer 2014
shopper to approver, is clearly defined for successful execution
of duties. Upfront budget checking prevents overspending, and
approval paths are automatically maintained with researchers and
department heads in full control over their delegates.
MMP has allowed McGill to rethink and solidify financial
roles and responsibilities and respond to increasing control
demands of external granting agencies without significant overhead. McGill is open to sharing its experience with any interested
Canadian Universities.
For further information on this project, please contact:
Kathy Zendehbad, Associate Director,
Procurement Services, McGill University
514-398-4608 | [email protected]
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
Ryerson University and
Wilfrid Laurier University
Second Prize, Themed Category
(L-R) Tracey Ens, Wayne Steffler.
(L-R) John Sedlar, Mary-Anne O'Brien, Tonga Pham, Janice Winton.
A New 'Best Practice' Tool for the
Competitive Bid (RFx) Evaluation Process
Sourcing and procurement is a daunting and cumbersome process
for any large institution. In 2011, Ryerson University collaborated
with the creators of a new web-based tool that reduced the time,
paper and cost of evaluating supplier proposals in response to
RFx's issued by universities. Wilfrid Laurier University joined
the project in early 2012.
The tool provides a simple, paperless supplier proposal submission; web access to all compliant supplier proposals for review,
evaluation, scoring and comments; and storage of completed
competitive bids, scores, comments and summaries.
This collaboration has delivered meaningful improvements
and savings for both universities, and represents a best-practice
approach that can be adopted by other public-sector organizations. Since implementation, Ryerson and Laurier have successfully completed 135 competitive RFx projects, as measured by
improvements in quality, timeliness, efficiency and transparency.
The tool has also been utilized for other initiatives such as Laurier's Integrated Planning Resource Management and Employee
Recognition Awards.
With the input provided by Ryerson and Laurier regarding the
need to meet transparency and accountability requirements for
the 'broader public service' in Ontario, other public institutions
including hospitals and other government agencies are already
implementing the tool.
For further information on this project, please contact:
Mary-Anne O'Brien, Director Purchasing and
Payment Services, Ryerson University
416-979-5000 x4349 | [email protected]
UNIVERSITY MANAGER • Summer 2014
23
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
Concordia University
Third Prize, Themed Category
(Front L-R) Petra Alves, Marie-Josée Allard, Christina Soulière, Valérie Bolduc.
(Back L-R) Michel Robitaille, Carol Plathan, Luc Fillion, Sabrina Lavoie, Johanne DeCubellis.
Implementation of a new and improved event management system
In 2013, Hospitality Concordia launched a new software solution,
MyEvents, to facilitate space reservation and event organization
on campus. Hospitality Concordia manages 700+ events held
annually on campus, and required an effective, centralized event
management system.
MyEvents went live in January 2013, creating one streamlined
system and a unified process for booking hospitality-managed
event space. Internal users access MyEvents via Concordia University's intranet, and the external community can now access
MyEvents on the web to browse available space on campus.
MyEvents provides more control of the booking process and the
ability to publicize events online. Feedback has been positive and
results impressive: response time has improved by approximately
75%, booking coordinators' workload reduced by approximately
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UNIVERSITY MANAGER • Summer 2014
50%, and administrative follow-ups by approximately 80% lower
post-implementation. A simpler process means more events on
campus and enhances community engagement.
Other departments at Concordia plan to adopt the system for
their own operations, and the university aims to eventually use
MyEvents for all event space on campus. Built on a customizable
system that allows administrators to configure the software to
meet specific needs, MyEvents can easily be adapted for use at
other institutions.
For further information on this project, please contact:
Marie-Josee Allard, Hospitality Concordia University
514-848-2805 | [email protected]
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
University of Calgary
Honourable Mention, Themed Category
Pour faire germer les bonnes idées
Dalhousie University
Honourable Mention, Themed Category
Photo Credit: Dr. Tara Christie. (L-R): Matthew Ling,
Diana Choo, Chantelle Sonnleitner, Jennifer de Roaldes,
Gillian Robinson, Dr. Lisa Young, Vicki Salmon.
(Front L-R) Mary Jane Adams, Katheryn Minty, Gordon
Rines, Melissa Young, Mike Burns, Christine Matheson.
(Back L-R) Roger Jones, Ian Wagschal, Jeff Lamb, Darrell
Boutilier, Dennis Gillis
Application Through to Evaluation – a
Complete Process for Graduate Admission
Achieving Facilities Management
Success Utilizing a Highly Effective
Work Management Process
At the University of Calgary, the authority to offer admission to
graduate studies is delegated from the dean to program directors,
meaning that 65 administrative offices on campus are involved
in graduate admissions. UCalgary has developed a single,
online application portal for all student admission applications,
integrated with its student information system. Programs can set
individual requirements, evaluation criteria and deadlines, all
applicant information is stored directly in the student information
system, applicants can upload supporting documents and track
their application status, and files are delivered electronically to
Faculty for evaluation.
The single online point of entry has reduced data entry errors,
and reductions in printing costs and personnel time required to
process applications have been achieved. Applications can be
processed faster, supporting UCalgary’s strategic goal of making
strong offers quickly to the best and brightest applicants. Communication at all stages of the application has improved because
of the holistic approach to the admission process.
The application for admission was designed to be flexible
and customizable for the individual needs of different programs
and processes and can easily be applied at other institutions for
various student populations.
For further information on this project, please contact:
Gillian Robinson, Senior Director, Strategic Operations,
Faculty of Graduate Studies, University of Calgary
403-220- 6359 | [email protected]
Despite a clear and well thought-out mission, vision and goals
and an effective leadership structure, the Dalhousie University’s
Department of Facilities Management found that they were
not achieving their annual goals. In response, they developed
an integrated Work Management Process (WMP) to manage
departmental personnel and financial resources. Supported by
a set of computerized tools and customized reports that provide
information required for decision-making at each of six annual,
monthly and weekly meetings, the WMP sets a standard for
forecasting resource requirements, scheduling and implementing
work, and measuring performance.
After four years, operating expenditures are down and
revenues are up, allowing the department to maintain service
levels despite annual budget cuts. Project Management spending
performance has improved an average of $2M per year, while
increased preventative maintenance has resulted in a 38%
reduction in daily service calls per FTE.
The concept and structure of the Work Management Process
could be easily customized to match the requirements of another
institution’s business processes.
For further information on this project, please contact:
Jeff Lamb, Assistant Vice President,
Facilities Management, Dalhousie University
902-494-1066 | [email protected]
UNIVERSITY MANAGER • Summer 2014
25
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
University of Calgary
First Prize, Open Category
Photo Credit: Dr. Tara Christie.
(L-R) Dr. Lisa Young, Jennifer de Roaldes, Russell Sawatsky, Gillian Robinson, Matthew Ling.
Annual Progress Report for Thesis-based Graduate Students
At the University of Calgary, more than 3300 graduate
students are undertaking thesis-based degree programs. To
promote student success, quality of graduate supervision
and degree completion times, all thesis-based graduate
students must submit an annual progress report. The
Faculty of Graduate Studies, in partnership with the
information technology department (IT), has developed a
secure system that allows progress reports to be completed
and submitted online.
The new online progress report submission system
replaced a manual, paper-based system that had low completion rates and long delays. Early identification of students
in difficulty or who may need additional support is now
possible with minimal administrative effort.
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UNIVERSITY MANAGER • Summer 2014
A completed report is delivered automatically to the student’s
supervisor, who adds their own input about progress and an overall
rating of success. The program director makes the final evaluation,
determining whether the student is making satisfactory progress or if
intervention is needed. At the end, the student has the opportunity to
see the full document and to request a meeting if desired.
With appropriate technical support, it would be possible to adapt
this process into another student records system, and UCalgary’s IT
developers are willing to share code with other institutions.
For further information on this project, please contact:
Gillian Robinson, Senior Director, Strategic Operations,
Faculty of Graduate Studies, University of Calgary
403-220- 6359 | [email protected]
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
Ryerson University
Second Prize, Open Category
(L-R) Peter Gee, Mary-Anne O'Brien, Elizabeth Ing, Diane Winiarz, Janice Winton,
Mary Jane Pacheco, Mary Anne Rait, Aimee Kozai, John Sedlar.
Financial Services Certificate Program
Ryerson’s Financial Services team designed a user-focused
‘Financial Services Certificate Program’ in 2012 to help
improve the accuracy and efficiency of financial transactions
conducted by faculties and departments. Developed for
university faculty and staff responsible for managing,
administering or approving financial transactions, the
program consists of 10 series of short, focused training sessions
covering a wide range of topics. Participants earn a Financial
Services Certificate upon completing each series, a highly
popular incentive. Participants use real-life departmental
data in a friendly and approachable learning environment.
Sessions are led by Financial Services department experts,
presented in easily digestible modules to accommodate busy
schedules and to prevent information overload.
Within months of its launch, registration far surpassed predictions.
The program has become a key part of staff education and career
development, with more than 3800 course registrations to date and
over 500 certificates awarded. Its success has attracted the attention
of several Canadian universities, which have expressed interest in
adopting a similar model. With sessions based on everyday financial
tasks and issues common to the post-secondary sector, the model can
be easily adapted across academic institutions.
For further information on this project, please contact:
Diane Winiarz, Director, Client Services,
Financial Services, Ryerson University
416-979-5000 X 6556 | [email protected]
UNIVERSITY MANAGER • Summer 2014
27
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
Saint Mary’s University
Third Prize, Open Category
(L-R) Keith Hotchkiss, Andrea Smith, Dr. David Gauthier, Dr. Paul Dixon, Dr. Kevin Kelloway, Kim Squires, Dr. Gordon Fullerton,
Perry Sisk, Darrell Rooney, Margaret Murphy, Gordon Michael, Gabrielle Morrison, Margaret-Anne Bennett.
Delivering Service Excellence
The President's Service Excellence Council, an interdisciplinary
collaboration of Saint Mary's leaders, was established in 2010 to
foster a culture of service excellence by providing staff and faculty
with tools for developing and supporting initiatives that provide
excellent service to students and others. Saint Mary's own academic experts were engaged in the initiative, rather than external
consultants. A service quality framework was created and videos
were produced and housed on an online service excellence learning portal to help senior managers develop service quality plans.
The council also commissioned leadership training on
employee engagement and conducted student surveys to assess
the quality of service provided before and after training. The initial
survey indicated staff members were doing a good job, but only
30% regarded the service they received as excellent. Immediately
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UNIVERSITY MANAGER • Summer 2014
following the leadership training sessions and creation of the
Service Quality Plans and the portal and videos, the number of
students who felt they were getting excellent service jumped on
average by 8%.
A key to Saint Mary’s success has been capitalizing on inhouse expert knowledge within the University community. The
concept of a service excellence portal could be easily replicated
by other institutions.
For further information on this project, please contact:
Gabrielle Morrison, Vice-President,
Finance & Administration, Saint Mary’s University
902-420-5409 | [email protected]
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Université du Québec
Honourable Mention, Open Category
Pour faire germer les bonnes idées
York University
Honourable Mention, Open Category
(G-D) David-H.
Mercier - Université
du Québec, Lorraine
Frappier - Frappier
Tandem +.
(L-R) Vaiji Sundaramoorthy,
Rosa Cichella,
Shelagh Audette,
Michael Legris.
York University Bookstore
“Scholar Dollars”
Savoir Affaires: Taking Advantage of
Knowledge to Innovate in Business
Savoir Affaires draws on the creativity of graduate and
postdoctoral students. With backgrounds in a wide range
of fields and representing the 10 teaching institutions of the
Université du Québec network, these students are called to
problem-solve around regional economic issues and propose
promising business solutions under the banner of a weeklong competition.
Savoir Affaires aims to foster entrepreneurship and
generate new business opportunities that will, ultimately,
derive socioeconomic benefits for the host regions. Each
edition reaps the benefit of the students’ knowledge and skills,
unites business, industry and investment expertise, and is an
opportunity for cooperation between universities and business.
The first three editions were a great success. Orchestrated by
the Université du Québec, the Savoir Affaires approach has
proven to be easily transferable and can be adapted to the
reality of any region.
Introduced in 2006, York University’s "YU-card" student card
system includes meal plans and library card functions and
can be used at vending machines and for laundry. YU-card
derives revenues from card production and replacement and
through a percentage of each purchase. In 2012, the York
campus bookstore wanted to create a loyalty program but could
not do so using its existing cash register system. The “Scholar
Dollars” program was designed, with minimal effort, to work
with the existing campus card infrastructure, and provided
the additional benefit of drawing more transactions to the
YU-card. Scholar Dollars are accumulated on every purchase
with a YU-card and can only be redeemed at the campus
bookstore. The reward rate is generous at 5%, equivalent to
the best retail programs.
Feedback from both students and parents has been positive,
and the program has expanded: a large fast-food chain in
Ontario now offers 5% back in Scholar Dollars on each delivery
purchase made with a YU-card. The program has achieved its
initial goal, and can easily be replicated at other institutions
with campus card programs in place.
For further information on this project, please contact:
Gillian Robinson, Senior Director, Strategic Operations,
Faculty of Graduate Studies, University of Calgary
403-220- 6359 | [email protected]
For further information on this project, please contact:
Steven Glassman, Director, Bookstore,
Printing and Mailing Services
416-736-2100x33018 | [email protected]
UNIVERSITY MANAGER • Summer 2014
29
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Pour faire germer les bonnes idées
Where good ideas grow
La quête de l’excellence
Institution /
Établissement
Title of Proposal
Titre de la proposition
Contact Person
Personne Ressource
Telephone/Email
Téléphone/Courriel
The University of
British Columbia
UBC & SFU, Leading Change Across
Canadian Campuses to Improve the Lives
of Farmers, Workers, and Their Families in
Developing Countries - The Transformation
to a Fair Trade Campus
Mark McLaughlin
778-782-3950
mark_ [email protected]
University of Calgary
Annual Progress Report for Thesis-based
Graduate Students
Gillian Robinson
403-220-6359
[email protected]
University of Calgary
Application Through to Evaluation – a
Complete Process for Graduate Admission
Gillian Robinson
403-220-6359
[email protected]
University of Calgary
An Integrated Service Model
Rita Neogy
403-210-9620
[email protected]
University of Calgary
Improving Financial
Oversight on Research Funds
Shane Royal
403-220-3102
[email protected]
Carleton University
Organizational Excellence at
Carleton University
Cindy Taylor
613-520-7847
[email protected]
Concordia University
Implementation of a New and
Improved Event Management System
Marie-Josée Allard
514-848-2805
[email protected]
Dalhousie University
Achieving Facilities Management
Success Utilizing a Highly Effective
Work Management Process
Jeff Lamb
902-494-1066
[email protected]
Dalhousie University
Breaking Down Silos - Establishing
a Multi-Functional Student Service Unit
Quenta Adams
902-494-3077
[email protected]
École Polytechnique
de Montréal
Regroupement d’achat en téléphonie cellulaire
Frédéric Desgagné
418-545-5011 x5626
[email protected]
HEC Montréal / École
Polytechnique de
Montréal / Université
de Montréal
Ma santé au sommet - Ensemble pour un
campus en santé
Guylaine Rivard
514-343-6111 x4245
[email protected]
McGill University
McGill Marketplace - Above and Beyond an
e-Procurement System
Kathy Zendehbad
514-398-4608
[email protected]
McGill University
The Teaching and Learning Spaces Working
Group: An Innovative Approach to Classroom Planning and Resource Management
Jennie Ferris
514-398-6648
[email protected]
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UNIVERSITY MANAGER • Summer 2014
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Pour faire germer les bonnes idées
Institution /
Établissement
Title of Proposal
Titre de la proposition
Contact Person
Personne Ressource
Telephone/Email
Téléphone/Courriel
McMaster University
Connecting Working Groups
with Goals Within a University
Carolyn McEwen
905-525-9140 x24022
[email protected]
McMaster University
Integrated Violence Risk Assessments
Terry Sullivan
905-525-8140 x23372
[email protected]
McMaster University
Integrated Campus Radio System
Terry Sullivan
905-525-8140 x23372
[email protected]
McMaster University
McMaster University Safety Security and
Transit App ( a MUSST have APP)
Terry Sullivan
905-525-8140 x23372
[email protected]
Memorial University
of Newfoundland
Exercise Campus Collaboration 2013 Emergency Exercise Planning for Universities
Karen Alexander
709-864-7544
[email protected]
Université du Québec
Savoir Affaires : Tirer profit du
savoir pour innover en affaires
David-H.Mercier
418-657-4475
[email protected]
Ryerson University
Ryerson University's Financial
Services Certificate Program
Diane Winiarz
416-979-5000 x6556
[email protected]
Ryerson University /
Wilfrid Laurier
University
Bonfire: A New 'Best Practice' Tool for the
Competitive Bid (RFx) Evaluation Process
Mary-Anne O'Brien
416-979-5000 x4349
[email protected]
Ryerson University
Credit and Collection Services Project
Doug Furchner
416-979-5017
[email protected]
Saint Mary's
University
Delivering Service Excellence
GabrielleMorrison
902-420-5409
[email protected]
Université Saint-Paul
Les produits locaux au 1er rang
Nadine Tremblay
613-236-1393 x2240
[email protected]
University of
Saskatchewan
“I Declared….” Aboriginal Students
Self-Declaration Initiative
Russell Isinger
306-966-6723
[email protected]
Trent University
Operationalizing Inclusivity
Robyne Hanley
705-748-1011 x7240
[email protected]
York University
York University Bookstore "Scholar Dollars"
Steven Glassman
416-736-2100 x33018
[email protected]
UNIVERSITY MANAGER • Summer 2014
39
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Where good ideas grow
Learn more online
Great ideas at your fingertips…
The Q&P program has grown over the years
to become a very important source of best
practices among Canadian higher education
administrators. All Q&P submissions from
2004 onwards can be accessed via a searchable
database on our website. You can now search
great ideas for innovative practices that can be
applied to your institution today. Simply visit
our website at www.caubo.ca and click Best
Practices.
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UNIVERSITY MANAGER • Summer 2014
Pour faire germer les bonnes idées
Plus de détails en ligne
Idées géniales au bout des doigts…
Le programme des prix de la qualité et de la productivité a pris de
l’ampleur ces dernières années et est devenu une source très importante
de dissémination des pratiques d’excellence parmi les administrateurs du
milieu de l’enseignement supérieur au Canada. Tous les dossiers soumis
dans le cadre de ce programme depuis 2004 ont été versés dans une base de
données pourvue d’un moteur de recherche, accessible à partir du site Web
de l’ACPAU. Vous pouvez maintenant effectuer des recherches sur idées
géniales pour y trouver des pratiques novatrices pouvant s’appliquer à votre
établissement dès aujourd’hui. Il suffit de visiter notre site Web, à l’adresse
www.acpau.ca, puis de cliquer sur « Meilleures pratiques ».
2014 Quality and
2014 Prix de la Qualité
et de la Productivité
Productivity Awards
Prix de
Awards
Pour faire germer les bonnes idées
Where good ideas grow
Selection Committee/Comité de sélection
ONTARIO:
SPONSOR/COMMANDITAIRE:
Lucie Mercier-Gauthier (Chair/président)
Associate Vice-President, Student Services/
vice-rectrice associée, Services aux étudiants
University of Ottawa/Université d’Ottawa
Chantal Tourangeau
Regional Travel Manager - Eastern Canada/
Chef-régional des ventes – Est du Canada
Budget Car Rental
EAST/EST:
SPONSOR/COMMANDITAIRE:
Gary Bradshaw
Associate Vice President, Administration & Finance/
vice-recteur associé, administration et finance
Memorial University of Newfoundland, Grenfell Campus
JD Christman
Account Manager
Account Manager/directeur de compte
Macquarie Equipment Finance Ltd.
QUEBEC:
SPONSOR/COMMANDITAIRE:
Josée Germain
Vice-Rector, Administration and Finance/
vice–rectrice à l’administration et aux finances
Université Laval
Randy Colwell
Regional Vice-President, Group Retirement Services/
Vice-président regional, Régimes collectifs de retraite
Sun Life Financial
WEST:
CAUBO/ACPAU:
David Button
Vice-President (Administration)/
vice-recteur (administration)
University of Regina
Nathalie Laporte
Executive Director/directrice générale
It's not too early to
start thinking about
your submission
for 2015!
For a complete description of the
criteria and application process,
Il n’est pas trop tôt pour
commencer à penser
à votre dossier de
candidature pour 2015!
Pour obtenir une description complète
des critères et du processus de mise en
and for details regarding previous
candidature, ainsi que de l’information
submissions and winners, visit our
sur les candidats et lauréats des années
website at
www.caubo.ca or
contact Alison Larabie
Chase at [email protected].
passées, consultez notre site
Web à www.acpau.ca ou
communiquez avec Alison Larabie
Chase, à l’adresse [email protected].
UNIVERSITY MANAGER • Summer 2014
41