|
In
This Issue |
 |
|
| |
|
|
| Events
and News in Quality Improvement |
|
|
|
|
| |
|
|
Katy
Rees |
|
We
are pleased to announce Katy Rees as the new Chair of
the Quality Improvement
Planning Committee. Katy
has over 12 years of
experience in Quality Improvement programs including the
Balanced Scorecard (BSC), Total Quality Management, Process
Improvement, Quality Service, strategic planning, team
facilitation, and employee recognition teams. She is a
Senior California Baldrige Examiner experienced in evaluating
organizations for attainment of Malcolm Baldrige criteria
and making recommendations for improvements. At San Marcos,
Katy is the Facilitator of the BSC Core Team. She was
the recent winner of the CSU Quality Improvement Most
Valuable Team of the Year.
|
|
CSU
Stanislaus Business and Finance Presents at Western Association
for Schools and Colleges Conference |
| |
 |
San
Diego, CA - The CSU Stanislaus Business and Finance Division
senior managers presented their Balanced Scorecard approach
at the Western Association for Schools and Colleges Annual
Conference in May. Delegates from universities and colleges
across the western region attended the annual event in San Diego. The
presentation covered how the division has successfully
integrated its Balanced Scorecard with Support Unit
Assessment to support the university's strategic plan. |
Ultimately, by aligning its objectives
and developing metrics to assess them, the division will be
able to demonstrate how it is supporting
the overall mission and goals of the university.
In
2001, each administrative support unit on the CSU
Stanislaus campus was given a timetable to prepare
its first-ever Support Unit Assessment Review. Business
and Finance division staff had extensive experience
determining whether they had achieved their project
goals for the year, but had little experience assessing
individual processes and procedures,
|
|
|
customer services, and employee relations. Faced with this dilemma, the division began the process of developing a Balanced Scorecard.
Mary
Stephens, the Vice President for Business and Finance at CSU
Stanislaus believed strongly that a division-wide Balanced Scorecard
would provide the assessment tool needed to verify
the division’s support of and contribution to the University’s mission and strategic plan, which was a primary objective of the Support Unit Review process.
CSU
Stanislaus’ success is an example
where leaders embraced the reality of increasing accountability
and needs for assessment and integrated it with how they do business,
rather than making it a competing priority. Stephens and the management
team in the CSU Stanislaus Business and Finance Division are using
the scorecard on a regular basis.
Their
complete white paper is available at http://www.calstate.edu/QI/qishowcase/projects/ST
/05WASCBalancedScorecardreportfinal.swf
The
complete presentation is available
at www.calstate.edu/qi
under
the “QI Showcase”. |
|
Spring
Customer Survey Results In
Response Rate Jumps to 17.9% in 2005
|
| |
The
last of the 2005 Spring Customer Surveys closed on May
30. Most semester campus surveys closed in late April,
and quarter campus surveys began closing in May. Approximately 110,000
surveys were distributed to students, faculty, and staff
from the Systemwide Quality Improvement office. Response
rates jumped to 17.9% in 2005, up from 13.8% in 2004.
Data from two campuses that distributed the e-mail invitations
themselves was not available at publication time.
More.
|
|
| Featured QIF - Mishelle Laws,
CSU Long Beach |
| |
|
Mishelle
Laws is the Assistant Vice President for Quality Improvement
at CSU Long Beach. Prior to coming to the CSU, Mishelle
worked in private consulting where she implemented large-scale
performance measurement frameworks concurrently with systems
implementations and was heavily involved in process improvement
projects. Laws recently gave an interview to the QI Programs
Staff, answering questions |
related to her work in Quality Improvement. Full
Article
"I’m
looking forward to the Common Best Practices initiative
that is being led by CABO and FOA because it will encourage
information sharing across campuses." |
|
| Did
You Know ... QI Library Offers Resources on Assessment, Results,
and Being Effective at Work |
| |
|
You can check out books and resources related
to quality improvement on the CSU Quality Improvement website
under "Checkout
Reference Materials." This simple, free, entirely web-based
process allows you to check out a book for two weeks and
receive it within days. You can peruse a listing of over
70 resource titles or search on QI-related topics.
Books Include:
Assessing Academic Programs
in Higher Education, Mary J. Allen
Get It, Set It, Move It, Prove
It: 60 Ways To Get Real Results In Your Organization, Mark
Graham Brown
Catch! "Become more effective
in your life and work", Cyndi Crother
More
|
|
| Online
Quality Improvement Showcase -- New Additions
|
| |
| CSU
Sacramento, Online Money Management Program
CSU
Sacramento began development of a money management program
for students in 2002 as a way to help students manage their
money more effectively. Initially offered as a workshop
during student Orientation, the program provided information
about student loans and focused on basic money management
skills, including budgeting, wise spending, credit card
debt awareness, and the importance of a good credit history.
Renamed Your Money Matters! the program now features a dynamic
interactive website with videos of students sharing their
experiences, skills testing, links to helpful resources,
and tips for students. Intended as an enhancement, not a
replacement, for personal contact, the online component
of the program is just one of the ways in which CSU Sacramento
strives to support its students.
More...
San Diego State, Document
Imaging and Workflow for Staff Recruitment
San
Diego State University launched an initiative to use the
170 MarkView System for processing applications and related
documentation in staff recruiting. The goal of the project
was to eliminate the inefficiencies of creating, copying,
routing and keeping track of paper work in the staff recruitment
process. The 170 MarkView system provides document imaging,
markup, routing and security capabilities. The easy-to-use system is
highly intuitive and has received a favorable
response from users since its implementation.
More...
Cal Poly San Luis Obispo, Web-based
UPS Shipping System
Cal
Poly San Luis Obispo has recently partnered with UPS to
launch CampusShip, a Web-based system that offers campus
users a streamlined, fast, and cost-effective way to send
Next Day and Second Day Air packages. All users register
with the Cal Poly CampusShip Administrator to use this new
paperless, Web-based system. Once registered, a user is
able to access the UPS CampusShip website. Some of the benefits
of this website are the user's ability to print his or her
own shipping labels, personal tracking of parcels, and the
ability to print receipts. Users are able to conveniently
drop their parcels in one of the new and conveniently located
UPS drop boxes placed throughout the Cal Poly campus. The
Cal Poly Campus Administrator creates a monthly feed to
PeopleSoft of all user activity and generates a monthly
chargeback to the user's departments.
More... |
|
"60
Ways to Get Real Results in Your Organization"
by
Mark Graham Brown
|
| |
|
“We
spend too much time planning and writing stuff down…
and too little time doing the things we’re supposed
to do.”
“Leading
organizations know all the ways they can make life
difficult for customers and not only measure the
occurrence of these things, they try to eliminate
the aggravations entirely.”
Read
the Full Article
|
|
|
|
Quality
Improvement Calendar |
| |
| Date
|
Events |
|
June
2005 |
2-4 |
"NASPA
National Student Affairs Assessment & Retention Conference" |
15 |
Systemwide
Means/Benchmarks for customer satisfaction surveys available
in pbviews |
| 16 |
PERFORMANCESOFT
- Maximizing the Benefits of the Balanced Scorecard
|
| 21 |
PERFORMANCESOFT
- Balanced Six SIGMA - A New Perspective |
| |
July
2005 |
14 |
PERFORMANCESOFT
- The
Six Fatal Mistakes to Avoid When Implementing a Performance
Management Initiative |
| |
August
2005 |
8-9 |
QI
Planning Committee Meeting |
|
February
2006 |
22-23 |
Quality
Improvement Symposium |
| View
the complete Quality Improvement calendar here. |
|
|
| Ideas,
comments, questions? Have news or other Quality Improvement-related
information to share? Contact Matthew Ceppi at mceppi@calstate.edu.
Let us know what information would be helpful to include in the
Quality Improvement E-News. |
|
| Have
colleagues who would benefit from the Quality Improvement Newsletter?
Forward this message and encourage them to sign
up for their own free copy. |
|
