Using Simulation and Gamification to Optimize Business Process

Discover how Technology and Learning Services (TLS) at the University of Alberta (UofA) uses an innovative approach of simulation and gamification to expose pain points and inefficiencies in current business practice and how those efforts lead to business transformation. First, we will explore the three common methods of solutioning a problem between TLS and their clients. Clients approach IT with a solution to a problem already in mind. IT service providers would often suggest a pre-existing product or service as a solution even if it did not necessarily fill all of the criteria. IT consults the client at the top level where there is a disconnect from the operations of frontline staff to create a scope document and then build or buy a solution. Next, we will discuss the boots-on-the-ground, bottom-up approach that was used on a recent project that spans all student recruiting, advising and housing at the UofA Augustana Campus. We will explain the simulation and gamification process used with the clients to help them rethink their perceptions and remove even more potential bottlenecks and unneeded steps in their business processes. This technique helps determine what the true needs of the stakeholders are while exposing all of the pain points and inefficiencies in the business practice. Finally, participants will be able to see how easy it becomes to implement the best solution because of the efforts spent simulating in the early stages of the project. In Augustana’s case, you will see how this methodology facilitated collaboration to examine the problem with a different lens, giving the stakeholders the product they needed and not necessarily the product they originally wanted.

Outcomes: Understand how the methodology works so you can replicate the benefits * Explore the methodology's value when investigating business process improvements and IT solutions at your organization * Analyze how using the methodology can create a deeper relationship between IT and its clients