Case studies

HR and Housing supported Optometry in a customer journey mapping exercise to identify opportunities for optimizing patient experience, in order to increase the rate of Primary Care exams that result in optical sales (conversion rate) towards the industry standard of 50-60%. The desired improvement target for this conversion rate was identified as 15-25%. Take a look at Optometry's case study.

Housing used Lean to improve the accessible housing process. The resulting process allowed for students to better understand expectations related to registering for Accessible Housing, staff have clear communications, the development of new submission form, and a better understanding as to how on-campus housing providers are able to meet the (medically documented) functional limitations of incoming students. Take a look at Housing's case study.

Human Resources, Information Systems & Technology, and the Office of the Vice-President Academic & Provost piloted the use of Lean to improve an HR recruitment-related process. Each step of the process was reviewed to determine where there was duplication and which steps could be eliminated. Take a look at the case study. With this project, University of Waterloo Lean leaders won the 2017 Share Showcase.

IST completed an analysis of the various requests that come in for Virtual Machines from groups both inside and outside IST. Examination of the overall series of steps that staff take in creating these VMs, the information received in the initial request, follow-up communications with requestors, delays in the process (and general timing of each step), overall satisfaction, specific challenges in the RT stream of correspondence, etc. Take a look at the VM Requests case study.

To address an overall need to educate the campus on business analysis, business process techniques, and like skills, IST completed the "One Stop" project by using the new SSC that combines services offered by GSPA, RO, and SSO. Take a look at the "One Stop" case study.

The previous Orbis service provided a host environment but had limited tools available for clients who host to move configurations automatically. New scripts and automated protocols allowed a 66% improvement in time efficiency. Take a look at the Waterloo Works case study.

Randy Dicknoether used Lean to organize a janitor's room in DWE to inform his workflow.

The Provost Office streamlined access to common documents and processes in their employee handbook.  A project schedule and process map of this project was created and SMEs were identified for each section under the Office of the Provost. Take a look at the Provost Office's case study.

St. Jerome's University began its Lean journey with an integrated project delivery (IPD) construction build.

• In support of Excellence Canada Silver certification, the Library organized process mapping / continuous improvement training working with Scott Smith of High Performance Solutions Inc. Take a look at The Library's case study.
• The Library's Circulation Services department also used Kaizen circles for problem-solving.