The reengineering team examined the various Student Services processes. Several jobs are combined into one so that hand-offs, errors and misunderstandings are eliminated. Work becomes more rewarding since jobs have a greater component of learning. Employees make decisions and, thus, decision-making becomes part of the work. Empowered employees can provide better customer response and fewer delays.
Jobs change from simple tasks to multidimensional work.
A triage determines which version works best in a given situation. Work is performed where it makes the most sense and checks and controls are reduced. The case manager has access to the information systems and the ability to contact people that have questions and requests for further assistance - an example of lateral assistance. Work units change from functional divisions to process teams. A process team is a unit that falls together to complete a whole piece of work.