right thing to do, but it is more than collecting data and producing reports — it is empowerment to use the data to make changes and share knowledge so that we may learn from each other — taking action on the results.

The Systemwide Quality Improvement Program is committed to being a center for excellence, delivering useful tools and resources that are professional, in-depth, and cutting edge. In October, we will launch our new website, a streamlined, yet comprehensive clearinghouse for tools and resources to assist you in your quality improvement efforts. The website will include intuitive and easy-to-use tools such as:

• Measure Library, a resource for campuses in the measure development stage, which will include a comprehensive list of metrics being deployed on campuses and at the systemwide level to assess various support services or other outcomes.
• SurveyDesign, building on the success of Web-based customer satisfaction surveying, allowing campuses to utilize the CSU Customer Satisfaction Surveys, but tailor them to have campus-specific questions and giving immediate access to responses and data.
• WASC Resources Section, pulling together the various resources and tools that institutions are utilizing to respond to the new WASC accreditation process.
• CMS Process Impacts & Measures, providing opportunities for identifying and sharing model processes impacted by CMS among the campuses through data analysis and commentary provided by campuses that have implemented the software.

Already launched and available:

• Quality Improvement Audit Initiative, summaries of audit issues will continue to be updated as audits are completed.
• Quality Showcase will also be expanded to include more case studies for sharing knowledge (see article on Quality Showcase).
• Web Seminar Series, offering well-rounded live and on-demand content covering relative and current topics in quality, accreditation, and outside industry experience.

We have also improved the performance measurement and customer satisfaction surveying reporting processes – providing instant access, through use of the pbviews tool, to campus data and comparative results from around the CSU system. We will continue to work with the functional and affinity groups, as well as expanding to additional areas of interest, to promote a common set of metrics while keeping the flexibility for campuses to choose what measures are necessary to assess achievement of their goals.

Finally, we want to be the top resource on everyone’s list, and we remain committed to offering one-on-one practical consulting expertise to assist you in developing successful solutions for performance measurement, process improvement, outcomes assessment, institutional portfolio design, and strategic planning.

If you have any questions or comments, I invite you to call us at 562-951-4524.

Best Regards,

Matthew J. Ceppi
Acting Manager