Planning for Higher Education Journal

Institutional Process Mapping

A College Eliminates Service Gaps and Improves Efficiency and Collaboration
Journal Cover
From Volume 52 Number 2 | January–March 2024
By Steve Erickson, EdD, and G.L. Tucker, BS

Institutions referenced in this resource:
Minnesota State Community and Technical College

Students experience institutional processes differently than employees within an institution. Process mapping and evaluation, or Value Stream Mapping, is a purposeful way to coordinate and integrate processes to support institutional performance through the identification of inefficiencies, increased interdepartmental collaboration, and ultimately the creation of new processes that eliminate service gaps. This article will introduce key elements in process mapping, process evaluation, and the process management lifecycle. Those concepts will be described through one collegiate institution’s practical application of student onboarding evaluations across several departments, including recruiting, admissions, financial aid, and advising.

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