Working with the School of Dentistry, my team and I investigated and documented the flow of information between their newly created Human Resources Shared Service Center and the departments it serves. Our goal was to understand and recommend solutions for the problems that had been created when the school transitioned to to central HR from a distributed model.
To understand the system, we:
- Interviewed staff from various departments
- Modeled the sequence, flow, physical, and cultural models for each interview
- Consolidated each individual model to see bigger picture
- Used affinity wall diagramming to find deeper patterns in our interviews and models
We found that, in general, the flow of information and communication within each individual department, as well as within the shared service center itself, is quite good. The problems instead were cultural issues and resistance to change. While I cannot go into the details of our findings and recommendations, our final report was well received by the School of Dentistry and provided evidence for each finding and detailed short- and long- term recommendations.