Looking to change or improve a complex process but not sure where to start? Do you understand what online learners experience when working with other units at your institution? Process mapping may provide your answer. Often, the hardest step is getting stakeholder agreement on what a process looks like. But once documented this tool can help identify inefficient business processes (e.g., bottlenecks, duplication) and gaps in service and be a vehicle for change. Learn how Northern Arizona University utilizes process mapping to enhance communication, guide daily operations, and realize organizational improvement. This session will highlight practical applications and ideas that attendees can implement at their institution.

Dr. Karen Pedersen currently serves as the Associate Vice President for Extended Campuses at Northern Arizona University.  In this role she is responsible for enrollment management and retention at over 30 locations in Arizona; developing new market opportunities; actively collaborating with community college partners; promoting online learning programs statewide, regionally, nationally, and globally; as well as facilitating scalable, integrated and lean business processes and operations system-wide.  Prior to joining NAU, Pedersen served as the Vice President for Professional Studies at Southwestern College (Kansas).  In that role she was responsible for engaging in scalable infrastructure projects; expanding military partnerships; building and launching innovative online programs; as well as positioning Professional Studies on a national stage by becoming a charter member of Transparency by Design.  Pedersen holds bachelor of science and master of science degrees from the University of Nebraska-Lincoln and a doctor of philosophy degree from Oklahoma State University.  Her 25 years of experience in higher education spans teaching full-time at the University of Nebraska at Kearney to administrative positions in distance education at both public and private higher education institutions.

 

Marc Lord currently is a director overseeing the technical resources for the Extended Campuses of Northern Arizona University. He manages a staff of over 20 full-time personnel (e.g., business analysts, system administrators, lead software developers, software developers, technical support coordinators, database administrator, web developer) and ten student workers. This team is responsible for all of the development, implementation and maintenance of the Extended Campuses and NAU-TV websites, databases, video streaming services, student services software applications, and desktop support to over 30 EC campuses located throughout the state of Arizona. Lord received his B.A. from Prescott College.