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In
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Events
and News in Quality Improvement |
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It's
Time for the 2005 Customer Satisfaction Surveys |
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The
new, entirely web-based process is easier than ever…
The
Quality Improvement Programs have template surveys available
for each function. The web-enabled instrument saves both
time and resources in administering the survey. Surveys
can be customized with the option of adding campus-specific
questions. |
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Another benefit of the new process is instant results
- no hassle and no waiting for reports.
Participating
in the systemwide customer satisfaction surveying provides
valuable feedback for your campus and can serve to identify
possible model practices in the system.
To
learn more about the new process, read the Survey Design
Communication
Plan on the QI website or contact Briana Anderson
at banderson@calstate.edu
or (562) 951-4552 to begin your survey design process.
Full information will be distributed systemwide in late
January and QIFs will be asked to confirm which function
groups will be participating on their campus. There will
be two on-line sessions to review the new process for
administering surveys - January 31 at 9:30 a.m. and February
1 at 3:00 p.m. Contact Briana Anderson at banderson@calstate.edu
for more information. |
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Six
Axioms for Performance Measurement in the Public Sector
#1:
Performance measurement must be “value-based”
#2:
Performance measures must influence the achievement
of long-term objectives
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3: Performance measures must not be introduced in
a vacuum
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4: Performance measures must not be sold as a self-contained
solution
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5: Rewards must be linked to performance
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6: Implementation must follow the 80/20 rule
Provided
by: pbviews
Full article
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| Online Quality Improvement
Showcase -- New Additions |
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| The
QI Program thanks the QIFs and campus staff who have added
submissions to the Quality Showcase on the QI website. New
submissions include:
Campuswide
Employee Recognition Program, CSU Sacramento
In fall 2004, the CSU Sacramento Office of the President
launched a campuswide employee recognition program designed
to recognize staff members who make outstanding contributions
in the area of service and dedication; promote teamwork,
pluralism, respect and understanding; contribute toward
more efficient or productive operations; and improve quality
of services. The employee recognition nomination process
is entirely digital, with criteria, eligibility, procedures,
forms, and general principals all provided on the CSUS Employee
Recognition website.
Custodial
Services Reorganization, Cal Poly, San Luis Obispo
To address its goal of “If we are going to change,
we might as well get better”, the Custodial Services
at Cal Poly, San Luis Obispo conducted a careful process
for improvement for the entire organization including recruiting
new leadership, researching nationwide best practices, reaching
out to staff and customers for input, and rebuilding the
organization. The results of these efforts allowed enabled
the introduction of new custodial cleaning standards and
frequencies for Cal Poly.
Green
Campus Initiatives - Cal Poly, San Luis Obispo
California Polytechnic State University has taken steps
to become a green campus with the direction and guidance
of Dr. Steven Marx, English Professor. Examples of "green
projects and initiatives" at Cal Poly include:
Leadership
Institute, CSU Fullerton
Attracting
and retaining leaders in any organization can be a difficult
proposition. Sustaining and enhancing leaders’ skills
can be even more so. Cal State Fullerton’s Leadership
Institute is a program in which managers and leads learn,
share, and communicate issues facing campus leaders.
Student
Affairs Self Study, CSU Fullerton
From September 2003 through February 2004,
the Division of Student Affairs at Cal State Fullerton conducted
a Self Study designed to identify strengths and weaknesses
in the division and its units. The outline used to perform
the self-study is contained in the Book of Professional
Standards 2003, published by the Council for the Advancement
of Standards in Higher Education (CAS).
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We
are pleased to announce David DeMauro as the new Chair of the
Quality Improvement Steering Committee. David brings a wealth
of public and private sector experience to this position. As Vice
President for the Administration and Finance Division at CSU San
Bernardino, he provides leadership, oversight, direction and vision
for the Division. He serves as Treasurer of the CSUSB Foundation
and is responsible for its operations. Additionally, David has
private sector experience in the construction industry and holds
a General Contractor’s license. He earned his MBA at CSUSB
and has been an adjunct faculty member for the Department of Management
in the College of Business and Public Administration.
"I
am honored to serve as Chair of the Quality Improvement Steering
Committee. I firmly believe that if you truly want to be effective
at what you do, you must have an emphasis upon quality management
to ensure that you achieve the desired results. The CSU Quality
Improvement Programs provides all of our campuses with a cost
effective means to conduct our QI programs."
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Student Assistant Development Program, Cal Poly, San Luis Obispo
In the spirit of the University’s “Learn
By Doing” emphasis, Cal Poly, San Luis Obispo’s Facility
Work Center maintains something of a “school within a school”
by employing student assistants and training them not only to complete
a task but to think and work through a job or problem as would be
expected in a professional work environment. The students are involved
in all aspects of a busy business office. Specific assignments are
meted out to develop pride of ownership and feelings of accomplishment
in a job well done. Great challenges are successfully met, building
student confidence and business acumen and Facility Services receives
the benefit of superior levels of student work. Surplus
Computer Sales - Cal Poly, San Luis Obispo
The Cal Poly San Luis Obispo Facility Services Recycling staff
recognized that the majority of computers that were surplus property
were not being used to their potential. Most of the monitors were
recycled in bulk and shipped out of the area, and the computers
were scrapped. Many of these computers were still operational.
In Fiscal Year 2003/04 Cal Poly generated over 3000 surplus monitors
and computers. The monitors were sent to an out of the area recycler
at a cost of $15 to $25 each. This program is an excellent example
of a recycling program that keeps obsolete computers out of the
waste stream, provides computers at low cost to individuals, and
pays for itself by generating more income than expenses.
Link
to the Quality
Showcase to read more about these and other QI efforts
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Featured QIF - Sarah Whyte,
CSU Sacramento |
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Winner
of the 2003-04 Quality Improvement Facilitator of the
Year Award, Sarah Whyte exemplifies commitment to quality
improvement. Whyte serves as the champion of quality improvement
on her campus, successfully establishing a comprehensive
program at CSUS that includes Support Operations and the
Academic Affairs Division, an outstanding achievement.
Her diligence and commitment to making CSUS a better place
for students, faculty, and staff are noticeable in the
accomplishments of the campus. In addition to her campus
efforts, Ms. Whyte contributes to systemwide QI efforts
by serving on the |
Quality
Improvement Planning Committee and subcommittees. She
is highly regarded at both CSUS and the CSU system.
Whyte
recently gave an interview to the QI Programs Staff, answering
questions related to her work in Quality Improvement at
CSU Sacramento.
Full
Article |
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Reprinted
with the permission of : |
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Organizing
for Effectiveness in the Public Sector |
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| Public-sector
agencies differ from private enterprises in having social
rather than financial objectives, but there is pressure
on both to be more efficient. Since the government often
lacks a corporation's freedom to discontinue hard-to-provide
services or to dismiss underperforming staff, it must
find creative ways to improve its performance. Organizational
redesign can help public-sector leaders create internal
momentum for change even if agencies are insulated from
market forces.
The
take-away
Managers can make public-sector organizations more productive
by clearly defining responsibilities and ensuring accountability
for results. Since the government has no easily measured
bottom line, it must create new ways to measure and
review results. Staff members must also be helped to
learn new skills.
Full
Article (note: registration
for full text required)
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Quality Improvement Symposium
2006
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| Planning
is underway for the Quality Improvement Symposium to be held in
February 2006. Delegates will experience a wonderful opportunity
for learning and networking through keynote speakers and various
breakout sessions and case studies. Delivered in concurrent tracks,
participants will have the ability to customize their agenda to
meet their needs. One track will provide a forum for campuses to
share information and experience in improving administrative efficiency,
effectiveness, and service in areas such as student administration,
finance, and human resources; and, how campuses are maximizing and
extending the capabilities of CSU administrative systems. Other
tracks will focus on campus experiences with WASC accreditation
and assessment, and implementation of quality frameworks and initiatives.
More information on how you can be a case-study presenter or delegate
to this remarkable event will be in the Spring-Summer Newsletter. |
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Quality
Improvement Calendar |
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| Date
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Events |
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February
2005 |
| 9-10 |
QI
Planning Committee Meeting |
| 11 |
Deadline:
campus coordinator indicates which functional areas are
participating in customer satisfaction surveys |
| 28 |
Deadline:
campus functions use the survey design tool to design their
customer satisfaction surveys |
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March
2005 |
17 |
Deadline:
campus coordinator approves and/or edits customer satisfaction
surveys and submits final to Chancellor’s Office |
21-24
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PeopleSoft
Higher Education Users Group Conference |
22 |
Administration
of the campus customer satisfaction surveys starts
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April
2005 |
3-5 |
CSU,
Financial Officers Association Meeting |
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May
2005 |
1-4 |
WACUBO |
23 |
Administration
of the campus customer satisfaction survey ends |
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June
2005 |
15 |
System-wide
means / benchmarks for customer satisfaction surveys available
in pbviews |
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February
2006 |
TBD |
Quality
Improvement Symposium |
| View
the complete Quality Improvement calendar here. |
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| Ideas,
comments, questions? Have news or other Quality Improvement-related
information to share? Contact Briana Anderson at banderson@calstate.edu.
Let us know what information would be helpful to include in the
Quality Improvement E-News. |
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| Have
colleagues who would benefit from Quality Improvement Newsletter?
Forward this message and encourage them to sign
up for their own free copy. |
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