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| August 2004 | E-News
for the CSU Quality Improvement
Community |
Vol.
6, No. 1 |
Online
Quality Improvement Showcase: Case Studies in Successful Quality Improvement Initiatives in the CSU |
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| The
Quality Improvement Showcase, launched in June on the Quality
Improvement website, enables campuses to share their innovative
initiatives. Campuses are encouraged to submit case studies detailing
their current or future quality improvement activities so their
colleagues can learn from their experiences.
Interested in highlighting your campus’ Quality Improvement efforts? Send submissions to Majjie Smith at msmith@calstate.edu. Here’s a glance at initiatives currently available in the Quality Improvement Showcase. |
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CSU San Bernardino (CSUSB) – Highlights of Continuous Quality Improvement CSUSB
highlights its Continuous Quality Improvement (CQI) program.
CQI includes a number of initiatives including CSUSB’s
use of Customer Satisfaction Survey and Performance Measurement
data to develop annual department goals and objectives as well
as WASC reports; the partnering of Human Resources and CQI to
provide campus training in Quality Improvement methods; and
the Phone Excellence Program in Administration & Finance
to promote enhanced telephone customer service and reward employees
who meet certain criteria. |
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CSU Sacramento (CSUS) – Improving Academic Department Office Operations in a Comprehensive University: A Process-Driven Approach CSUS presents a white paper that outlines a systematic process for analyzing academic department office operations as well as proposes a set of strategies to improve efficiency and effectiveness. The paper presents a customer-focused process that can be applied systematically to identify opportunities for improvement. The process consists of four major steps: identifying all major routine tasks associated with operations; estimating the timing, frequency, and amount of time required for each major task; determining the most critical and time-consuming routine tasks; and conducting a detailed process analysis on the performance of the critical routine tasks. The white paper suggests several improvement strategies including developing a master calendar, using priority systems to organize tasks, applying technology to work processes, implementing cross-training, and developing detailed procedures for major routine tasks. |
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Cal State San Marcos – A Showcase of Balanced Scorecard Team, Finance and Administrative Services The Cal State San Marcos Finance and Administrative Services division exhibits its successful Balanced Scorecard program. Activities reviewed include its Peer Recognition Team, Values Statement, Customer Collaborations, $100,000 Grand Slam, Process Improvement Training, methods for communication, and assessment of its data. |
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CSU Sacramento (CSUS) – Employee Recognition System CSUS provides a link to its Facilities Management’s Employee Recognition program. The website includes useful information such as a Manager’s Toolkit, Tools and Techniques, Common Myths, and Recognition Ideas. The CSUS Facilities Management Department understands the power of recognition and how significant it is that every employee realizes their value and importance. The department is committed to creating an environment where staff contributions are noticed, appreciated, and awarded. |
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| Author’s Note: For questions or comments, email qi@calstate.edu or visit the Quality Improvement Showcase. |
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