Continuous Improvement Bright Spot: Not perfect but still good

We share Continuous Improvement Bright Spots here in the blog to recognize teams committed to improvement and to inspire others to do the same.  In previous Bright Spots, we've shared stories of processes made simpler, stakeholders served better, and team members who have reduced administrative burden.  Today's story isn't quite as glamorous, because it's about an improvement that wasn't quite perfect, but that is no less inspiring and important.

The Problem

In the thick of the pandemic, Student Financial Services needed a way to serve students and families while still keeping themselves and students safe (i.e., not crowded physically into a waiting area for in-person help).  The team didn't have time to research and invest in a new software product to allow students to make online appointments -- they needed something immediately as students got ready to go back to class. 

The Improvement

Enter UVAFinance's Scott Adams ("Everybody needs a Scott Adams," comments Sarah Doran of SFS).  Working with the SFS team, Adams decided to take something that already existed, a product called Microsoft Bookings, and created a process that could patch SFS through their rough patch.  

The Benefits

Using Bookings, the SFS team was able to offer students set times for appointments, allowing them to choose the time that worked best for them and keep crowds out of the SFS office.  It wasn't a perfect solution, however:  the team found that students would find their way around waiting for their turn by emailing and calling in the runup to their appointment, getting their issues solved, and subsequently not showing up for their in-person time slot.  

The Bottom Line

The team's use of Bookings allowed the SFS team to try on an appointment solution without committing to something costly.  Using Bookings got them through an unexpected and tough situation, helping them to serve students while keeping everyone safe.  Even though the solution didn't fit perfectly, it bridged a gap and helped them understand what sort of solution would be a perfect fit.  

An important part of Continuous Improvement is being willing to try solutions and modify them based on experience.  We applaud this team for creative thinking, rolling with the punches, and their focus on doing the best they can for their stakeholders!

Cheers to Scott Adams, Jenn Bari, Catie Payne, and the whole SFS team for their CI mindset!