Frequently Asked Questions

What are Business Operations Centers?

Business Operations Centers (BOCs) are consolidated operational units that provide business services to multiple institutional offices and divisions. BOCs are based on the principle of “shared services,” which have been used in the private sector and government for years. There are many examples of shared services improving the quality and reducing the cost of services. Shared services are now working their way into higher education. The National Education Advisory Board says more than half the universities in the country are studying or implementing some form of shared services.

How will BOCs work at NC State?

The BOCs envisioned for NC State will provide business services related to human resources and finance. Each center will be a one-stop shop with the ability to handle a specific function. Together, the BOCs will provide many of the services required to keep business flowing smoothly, from processing time sheets and tracking invoices to facilitating recruitment and managing financial accounts. The centers will offer personalized service delivered by staff who understand the clients they serve. Every customer will be assigned a business services liaison and a cross-functional customer service team whose goal will be to provide services and solutions quickly, efficiently and accurately.

Why create BOCs at NC State?

NC State continues to face organizational and budget pressures that threaten the university’s mission of scholarship, research and outreach. Unless we increase efficiency and effectiveness, continued reductions in administrative budgets at the college, division and department levels will reduce the quality of the services we provide. If this trend continues, the faculty risks spending more time conducting administrative and business activities with less support.

The implementation of shared business services here at NC State—with a strong emphasis on customer service—is preferable to the continued erosion of administrative and business staff and capacity at the college, division and departmental levels.

Currently, NC State’s 36 business units across campus display many inconsistencies in the resources they use, the processes they follow and the training they provide. By streamlining these units into BOCs, the university will be able to reduce errors and processing time, improve internal controls and provide better metrics for decision-making. And, by taking advantage of economies of scale, we can drive down costs and boost productivity.

Employees who come to work in the BOCs will benefit as well. They’ll have the opportunity to help design their jobs, their organization and even their work environment. Plus, they’ll receive training to help them acquire new skills and confidence.

Who came up with the plan to create BOCs?

In January 2011, the chancellor asked Provost Warwick Arden and Vice Chancellor Charles Leffler to create a plan that would make NC State more effective and efficient in the face of a significant reduction in state funding. He called for the plan to reduce bureaucracy, enhance academic capacity and contribute to student success. The plan to create Business Operations Centers is an important part of this strategic realignment effort.

In May 2011, a steering team was formed with the charge to improve business operations across campus. Don Patty, assistant dean for finance and business in the College of Natural Resources, chaired the steering team in his capacity as interim director of University Business Operations. In December 2011, Scott Inkley joined NC State as the permanent director of University Business Operations.

The steering team requested that ScottMadden perform an FTE inventory of current human resources, financial, budgeting, contracts and grants, and general management and administrative activities at NC State. A presentation detailing their findings is available online [PPT].

The steering team issued its final report in April 2012, outlining a broad framework for consolidating the 36 business units into seven BOCs. The report is available online [PDF].

Since the steering team’s report was issued, an implementation team of business professionals from across campus has identified a more effective way to organize the BOCs. The new model was announced by Chancellor Randy Woodson in December 2012. The chancellor’s memo is available online [PDF].

How will the centers be organized?

Under a plan developed by a multidisciplinary implementation team, NC State’s 36 business units will be consolidated into a smaller number of Business Operations Centers (BOCs) providing shared services relating to finance and human resources. The following centers will be set up over the coming months:

  • Onboarding — May 2013
  • Travel — October 2013
  • Recruitment and Selection — October 2013
  • Time Reporting — January 2014
  • Purchase to Payment — February 2014
  • Position Administration — March 2014
  • Accounts Receivable — April 2014

How will the centers be staffed?

The new centers will be staffed by current NC State employees, who will receive training for their new BOC roles. Efforts will be made to match employees’ skills and interests with appropriate positions in the BOCs. A process called “lift and shift” will be used to move people and positions from colleges, departments and units into the new organization.

To fill management positions, qualified internal candidates will be competitively recruited. If new positions are created, they will be filled through the normal recruitment and hiring process.

What benefits will BOCs provide?

BOCs will help NC State improve business services by providing each college, department and unit with a team of experienced, well-trained experts who understand their unique business needs.

Employees who come to work in the BOCs will benefit as well. They’ll have the opportunity to help design their jobs, their organization and even their work environment. Plus, they’ll receive training to help them acquire new skills and confidence.

Do I need to get involved?

Planning and implementation of the BOCs is an incredibly complex task involving hundreds of employees, thousands of transactions and millions of dollars. The simple fact is we can’t do this from the top down. NC State needs the active participation of everyone involved in business services to ensure we get it right the first time. You don’t have to be on a special team to get involved; email or call us and share your thoughts, ideas, concerns and advice.

The BOCs will make NC State will be more efficient and more responsive to the needs of the people who rely on business services. They will allow faculty to spend more time focusing on our core mission of education, research and extension and less time worrying over paperwork.

And they will ensure that our most important resource—our employees—have the tools, training and support they need to sustain the success of one of the nation’s most innovative institutions of higher learning.

Will my job be affected?

Everyone on campus will be affected by the changes in business operations, especially people who provide business services. In fact, if you work in business services, you’ll have a chance to help design a brand-new organization. If you come to work in a BOC, then you’ll also have a chance to help design your new job. If you remain in your college or department, you’ll have a chance to help design the new workflow and any other internal adjustments that need to be made.

Help us transform business services at NC State. Help us achieve the vision of BOCs providing world-class services to delighted customers.

What should I do now?

As the BOC project moves through the implementation phase, there will be many opportunities for employees to get involved. The implementation team has already tapped professionals from across campus to serve on a human resources task force and a finance task force. These teams, in turn, are drawing on employees who provide specific business services to serve on Process Improvement Teams.

Meetings may also be scheduled with your college, department or unit to receive information, input and assistance with this important effort.

If you work in business services, talk to your supervisor about ways to improve services and streamline processes. It’s never too early to begin thinking about best practices.

Visit this site for updates, news and information about BOC planning and implementation. If you have questions or concerns, don’t keep them to yourself. Send an email to boc@ncsu.edu.

What’s next?

Although the schedule isn’t set in stone, the creation of the Business Operations Centers (BOCs) will roll out in phases. The following centers will be set up over the coming months:

  • Onboarding — May 2013
  • Travel — October 2013
  • Recruitment and Selection — October 2013
  • Time Reporting — January 2014
  • Purchase to Payment — February 2014
  • Position Administration — March 2014
  • Accounts Receivable — April 2014