Needs Analysis, Program and Project Management: Certifications Approval Process

Year:

To enhance the operational process of our certifications program at CBTS, I conducted a comprehensive needs assessment. This involved creating a visual process map of the "current state" to identify existing issues. The original process required 1-2.5 hours per payout, handling 15-20 requests per week, resulting in 15-50 hours of work weekly. I gathered additional data from internal employees and stakeholders to gain deeper insights into the problems. Based on this analysis, I developed a "future state" visual, which I presented to leadership and our Salesforce internal developers. The final process document (third image) outlines the new process that is currently being testing and preparing to launch company-wide.

Currently, I am leading the project development for this new process. During Beta testing, the new process has significantly improved efficiency, reducing the process time for one payout to 20-40 minutes and cutting down the total work time to 5-14 hours per week. Additionally, I created a job aid using ScribeHow to support users in adapting to the new system.

Target Audience: All employees
Technology Used: Microsoft Visio, Salesforce, ScribeHow
Status: In Progress