The following process design criteria have been approved by the UCM in September 2025 and are mandatory for all future internal processes.
General UT Process Design Criteria
- One goal, one uniform UT process
- Standardised processes for all UT units. Differentiation in processes where necessary. Example:
- Goal 1 = Awarding of diploma at graduation ceremony > process 1
- Goal 2 = Awarding of diploma immediately after colloquium > process 2
- Processes comply with legislation and regulations, UT policy, UT code of conduct and code of ethics
- Continuity of processes is guaranteed (not dependent on one colleague)
- Standardised definitions are used
- Processes are designed in consultation with relevant functions from across the entire process chain
Principles per process
Every process:
- Has one specified goal (the result to be delivered by the process)
- Has a ‘definition of good’ consisting of:
- What is the desired performance of the process (e.g. maximum turnaround time)
- What is the desired level of service chosen by the UT (basic, average, excellent)
- What is the desired quality and completeness of input
- What is the desired quality and completeness of output
- Has a designated process owner
- Has a description of tasks, roles and responsibilities within the process (including executive function)
Every task within a process:
- Has a clearly described quality of input and output, and, if applicable, maximum turnaround time
- Has work instructions indicating how the task should be performed
Principles of process improvement
The following applies to every process:
- The performance of every process is evaluated regularly
- Based on the evaluation, the standard process can be opened up, improved where necessary, after which a new standard is established
- Improvements are made in consultation with the relevant functions, with the process owner taking the lead
- Improvements are made with a focus on the needs of customers and stakeholders
- Where relevant, stakeholders are prioritised
Principles of conduct
- A deal is a deal. Employees are obliged to follow the process as agreed and in accordance with quality agreements
- No covering up for a task that has not been carried out as agreed (what is not right is sent back)
- Colleagues are held accountable for tasks within a process that are not carried out as agreed
- We assume professionalism and do not check the work of our colleagues
- Communication is respectful and lessons are learned from mistakes
Principles for data entry and data
- A single source system for data entry (single point of entry)
- Accuracy of entry lies with the employee assigned to the task (trust each other's work)
- We use standardised reports and dashboards > “single report of results”
- When it is detected that data has been entered incompletely or incorrectly, this is reported to the colleague responsible for the entry, who can then correct it