Process Management of the Administration

Technical University of Braunschweig started in the area of process management with a business process analysis and optimisation (GPO) in the Divisions of Finance, Facilities Management as well as Human Resources, Legal Services and Student Services. To sustainably secure the coordinated processes, they were transferred to a process and document portal (Information Portal) with an established process management system.
The strategic key points of the administration describe the long-term development direction in the area of quality and process management: 

• Increase in customer satisfaction
  Customer requirements are taken into account in all project steps. A systematic feedback query of customers is established to increase service quality.
• Optimised business processes
  These are clearly structured, understandable, legally compliant and customer-friendly business processes that do not contain any superfluous hurdles or require unnecessary activities. This is ensured by a manageable and comprehensive process management system with defined key figures and metrics. It serves as a basis for the clarification and continuous improvement of business processes and the assignment of responsibilities, competencies and authorities in coordination with the strategic orientation of TU Braunschweig.
• Intranet-based documentation
  Clear and easily manageable design, control and administration of quality management documentation (processes, forms, work instructions, standards and laws, information, etc.) in the form of an intranet solution supported by a process modeling tool.
• Live quality and increase motivation
  Achievement of high acceptance of the process management system and strengthening of quality awareness among employees through learning and self-experience of process and quality management. The timely involvement of those working on the process, i.e. taking into account their expertise and experience, increases employees’ motivation. Simplifying processes is intended to create free spaces in daily work and reduce stress factors. Everyone can participate: "Plenty of room for your own ideas".

Concrete benefits are individual for each institution. It is crucial that the benefits become transparent and tangible for both the individual employee and the entire organisation. Positive effects include:

• Improvement in process transparency
• Clear definition of tasks and responsibilities
• Increase in productivity through continuous process improvement
• Tangible alignment of business processes with customer needs
• Increasing employee motivation by giving employees the opportunity to help shape processes.
• Verifiability of quality-relevant activities of the administration through documentation