Quality Improvement 2005-06 Biennial Report

The CSU Quality Improvement Program
(QI Program) supports effective integration and alignment of processes, systems, and people by focusing on:

• Championing continuous quality and productivity improvement
• Identifying and deploying best business practices
• Developing, communicating and promoting effective change management practices
• Driving quality in the delivery and support of solutions

The QI Program has promoted continuous quality and productivity improvement and knowledge sharing across the California State University since 1993. The program was formed to help support campus quality improvement efforts. Campuses can choose to be full participants in the program, or can choose to participate on an as-needed or functional area basis.

The QI Program offers solutions, such as performance measurement, customer satisfaction surveying, process mapping, and consulting services in flexible ways that promote the alignment of initiatives and results to achieve campus strategic goals. Quality improvement is more than collecting data and producing reports—it is using information and data to provide an objective view of campus operations to make informed decisions and implement changes that result in positive outcomes.

The flexibility offered by the CSU Quality Improvement Program allows campuses to employ the tools distinctively to meet their specific needs. The variety in campus use of QI tools and solutions is illustrated in the "Campus Highlights" section of this report.

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