using baldrige for performance measurement, analysis and knowledge management richland college...
TRANSCRIPT
Using Baldrige for Performance Measurement, Analysis and
Knowledge Management
Richland College
Teaching, Learning, Community Building1
Fonda Vera,Dean, Planning and Research For Institutional Effectiveness
Texas Higher Education Coordinating Board
June 6, 2007
Session Overview• Cycles of Improvement• Approaches• Deployment of Approaches• Results and Key Learnings• Integrating and Sharing Key Learnings• Lessons to Share
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Performance Excellence ModelFour Strategic Planning Priority Goals
1. Response to Community 2. Student Success 3. Employee Success 4. Institutional Effectiveness
College Dashboard Elements
IndividualAction Plans (IAP)
ProgressDiscussion (PD)
OrganizationalActionPlans
DepartmentActionPlans
Quality EnhancementPlan (QEP)
ProcessImplementationImprovement
Plan(PIIP)
Process Evaluation
Student Learning
Student Services
Employee Services
Support Services
PerformanceImprovement, Benchmarking& Innovation
SharedLearnings
Deploy
Integrate
Approach
Learn
Richland CollegeCycles of Improvement
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APPROACHES
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Richland CollegeCycles of Improvement
Teaching, Learning, Community Building
AugustAugust- Update 5-year Strategic Plan and 1-year Operational Working Plan- Formalize QEP Focus for coming year
SeptemberSeptember- Board of Trustees formally adopts budget- Finalize KPIs, Measures, and Targets - Publish & implement updated Strategic & 1-year Operational Working Plans-Align Individual and Departmental Plans to updates-Deploy QEP Focus
October October –– NovemberNovember- EOY results received and analyzed- Operational plan modified based on EOY results
DecemberDecember- Publish official, updated 1-year
Operational Plan and EOY report
JanuaryJanuary- College/Departmental/Individuals update plans
based on official Operational Plan
February February -- MarchMarch- Mid-year Review
MayMay- Finalize and submit Operational
Plan/Budget Request for next cycle
June June -- JulyJuly- Board of Trustees budget work session- Staff Progress Discussions
April April - Begin Operational and Budget planning
for next cycle
Start Here
Green circles denote monthly KPI/QEP reviews
AugustAugust- Update 5-year Strategic Plan and 1-year Operational Working Plan- Formalize QEP Focus for coming year
SeptemberSeptember- Board of Trustees formally adopts budget- Finalize KPIs, Measures, and Targets - Publish & implement updated Strategic & 1-year Operational Working Plans-Align Individual and Departmental Plans to updates-Deploy QEP Focus
October October –– NovemberNovember- EOY results received and analyzed- Operational plan modified based on EOY results
DecemberDecember- Publish official, updated 1-year
Operational Plan and EOY report
JanuaryJanuary- College/Departmental/Individuals update plans
based on official Operational Plan
February February -- MarchMarch- Mid-year Review
MayMay- Finalize and submit Operational
Plan/Budget Request for next cycle
June June -- JulyJuly- Board of Trustees budget work session- Staff Progress Discussions
April April - Begin Operational and Budget planning
for next cycle
Start Here
Green circles denote monthly KPI/QEP reviews
Strategic Planning Process
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Goals, KPIs, Measures, Targets
1.1.1 Contact hours from dual credit and tech-prep2006-2007 Target
Range90% – 100%
207,000 – 230,000
2008-2009 Target Range
90% - 100%
360,000 – 400,000
2010-2011 Target Range
90% - 100%
450,000 – 500,000
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Goals, KPIs, Measures, Targets
1.5.1 # of on-line contact hours2006-2007 Target
Range90% – 100%
1,071,000 – 1,190,000
2008-2009 Target Range
90% - 100%
1,178,100 – 1,309,000
2010-2011 Target Range
90% - 100%
1,295,100 – 1,439,000
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Goals, KPIs, Measures, Targets
2.1.2 % retained through semester in credit classes2006-2007 Target
Range90% – 100%
75.60 – 84.00
2008-2009 Target Range
90% - 100%
76.05 – 84.50
2010-2011 Target Range
90% - 100%
76.95 – 85.50
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Goals, KPIs, Measures, Targets
• Major Surveys
– Community College Survey of Student Engagement
– Noel-Levitz Student Satisfaction Inventory
– Campus Quality Survey
– Assessment of ThunderValues
• Other Departmental Surveys
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Information Management
• Administer One Major Survey Every Year
• Segment and Analyze
• Themes across Surveys
• Action Plans to Improve
• User-friendly Reports
• Distribute Widely
• Other Departmental Surveys
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Major Surveys Approaches
DEPLOYMENT OF
APPROACHES
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Richland CollegeCycles of Improvement
Teaching, Learning, Community Building
Organizational Actions are those actions developed by the senior leadership of the college and are broad in scope.
● ThunderTeam initiates Organizational Actions because of
performance gaps from the End of Year Report, national surveys, or benchmarking
state, district-wide, or DCCCD Board initiatives
strategic college-wide initiatives
All Organizational Actions have supporting Departmental Actions
Organizational Actions
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Organizational Action Plans
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Departmental Actions
• Departments or work units initiate Departmental Actions in support of:
– an Organizational Action or – a department-specific performance gap or initiative.
• Departmental Actions respond only to those Organizational Actions
that are relevant for their work area. • Departmental Actions are not required if one of these conditions does
not exist.
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Process Improvement/Implementation Plan (PIIP)8-step process to:• document implementation of new
processes/programs • improve existing processes/programs
Process Improvement /Implementation Plan
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Process Improvement
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Pilot/Implement Approach
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DevelopSolution
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IdentifyRoot
Cause
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AssignOwnership
11
IdentifyImprovement
Need
66
MeasureImpact
77
DisseminateResults
88
Evaluate theProcess
RLC Evaluation &Improvement
Approach
Integrate Approach
Deploy
Learn
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Benchmarking Process
• A standardized institutional process for investigating best/better practices.
• Best/better practices are:– Proposed– Accepted for Further Research and Review– Assigned to a Process Owner– Adopted, Revised or Rejected
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Thunion Report
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Thunion Report - Layer 1
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Thunion Report - Layer 2
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Thunion Report - Layer 3
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1.1.1 Contact hours from dual credit and tech-prep2006-2007 Target Range
90% – 100%
207,000 – 230,000
Performanceas of
April 2007
200,944
Score
10.92
Adjusted Score
10.00
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Thunion Report - Raw Data
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Thunion Report - Raw Data
1.5.1 # of on-line contact hours 2006-2007 Target Range
90% – 100%
1,071,000 – 1,190,000
Performanceas of
April 2007
647,264
Score
7.77
Adjusted Score
7.77
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Thunion Report - Raw Data
2.1.2 % retained through semester in credit classes2006-2007 Target Range
90% – 100%
75.60 – 84.00
Performanceas of
April 2007
83.78
Score
9.97
Adjusted Score
9.97
RESULTS AND KEY
LEARNINGS
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Richland CollegeCycles of Improvement
Teaching, Learning, Community Building
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Student Success Results - End of Year
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Dual Credit Contact Hours
Market Share of Service Area
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Organization Nature of Benchmark Activity
Ritz-Carlton ThunderValue-of-the-Week
Texas Nameplate Dashboard
Bank One Customer service “Front Counter”
Walt Disney Company Interview/screening, Orientation
Starbucks & the “Experience Music Project”
Experience Engineering for T-duck Hall & Future Buildings
Southwest, Container Store Employee culture
Branch-Smith Printing Supplier/Partner Score Card
Presbyterian Hosp of Dallas Employee professional development
Saint Luke’s Hospital Performance Excellence Model
Outside Higher Education: Comparative Information
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• Enrollment Projections
• Daily Registration Comparative Reports
• Facility Use for Class Scheduling Effectiveness
• Discipline and Program Review
• Market Share Analysis
• Trended Grade Distribution Reports
• Survey Results with Themes & Next Steps
• Monthly Employee Diversity Reports
Types of Analysis
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Daily Enrollment Comparison District Colleges
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Response to Evolving Community Educational Needs
* AY 06/07 includes summer 2006 DL actuals assuming no growth for summer 2007
Trends in DL Contact Hours
0
200,000
400,000
600,000
800,000
1,000,000
02-03 03-04 04-05 05-06 06-07*
Credit DL Success and Retention
Credit DL Success and Retention
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
AY0304 AY0405 AY0506
% Retained (Overall)
% Retained (DL)
A,B,C Success (Overall)
A,B,C Success (DL)
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INTEGRATING AND
SHARING KEY
LEARNINGS
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Richland CollegeCycles of Improvement
Teaching, Learning, Community Building
Richland College Shared Learnings
Posting of:• PIIP Documents• Benchmarking Reports• QEP Activities and Reports • Executive Summaries and Next Steps for
all Major Surveys• Monthly Thunion Report Card• Annual End of Year Report
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Lessons to Share
• ADLI for Continuous Improvement• Data Informed - Not Data-Driven• Measure what is Key• Segment for Greater Understanding• User-friendly Reports• Benchmark Best Practices• Take Action• Evaluate
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Using Baldrige for Performance Measurement, Analysis and
Knowledge Management
Richland College
Teaching, Learning, Community Building40
Fonda Vera,Dean, Planning and Research For Institutional Effectiveness
Texas Higher Education Coordinating Board
June 6, 2007