Student Support Study Methodology Training Midwestern state university Evergreen Solutions, LLC

Evergreen Solutions, LLC Agenda Study Process Major Elements Compare to Peers Analyze Outcomes Process Mapping Timeline Evergreen Solutions, LLC

Student Support Study Process Staffing Compare to Peers Analyze Outcomes Process Mapping Evergreen Solutions, LLC

Evergreen Solutions, LLC Critical Components Outcomes Staff Processes Evergreen Solutions, LLC

Evergreen Solutions, LLC Compare to Peers Identify services Select similar schools Collect outcome measures Collect staffing measures (level, count, description) Evergreen Solutions, LLC

Evergreen Solutions, LLC Analyze Outcomes Outcomes are analyzed based on performance measures. A performance measure is a numeric description of an organization’s work and the results of that work. Performance measures are based on data, and tell a story about whether an organization or activity is achieving its objectives and if progress is being made toward attaining policy or organizational goals. Performance measures are quantifiable expressions of the amount, cost, or result of activities that indicate how much, how well, and at what level, products or services are provided to customers during a given time period. Evergreen Solutions, LLC

Performance Measure Types Definition Examples Inputs A measure of resources used by an activity or process. Some inputs relate to workload. Others relate to the amount of resources used in a process. Applications received Dollars spent Staff hours Output The number of units of a product or service produced or delivered. Interviews conducted Eligibility determinations Number of acres mowed Process Describe aspects of the business process, such as completion rate, processing time, backlog, error rates, and so on. Days for determination Outcome Measures of ultimate benefits associated with a program or service. Reduction in errors Improvement in customer service Students graduated Evergreen Solutions, LLC

Other Performance Measures Definition Examples Efficiency The unit cost to produce or deliver a product or service – inputs divided by outputs or outcomes - is an attribute of a process. Cost per transaction Quality The percentage produced or received that meet standards or specifications the first time, without any reworking. Percent financial aid checks issued correctly Error Rate The percentage produced or received that do not meet quality standards or specifications the first time, without any reworking. Percent of decisions returned with a request for clarification Revenue The amount collected (may be an input or an outcome). Revenue from service offering Compliance The percent that voluntarily conforms to legal, financial, or timeliness standards Percentage of students meeting program requirements Evergreen Solutions, LLC

Evergreen Solutions, LLC Linkages to Outcomes Every service has an objective and a customer Outcomes need to be linked to services Service Objective Customer Measures Maintain a web presence Provide relevant information in a timely and accessible manner Public Students Faculty Pages of content Satisfaction with site “hits” on site/contacts Paying employees (payroll) Provide compensation to employees that is accurate and on time Employees Number of transactions Correct transactions On time Evergreen Solutions, LLC

Evergreen Solutions, LLC Process Mapping The purpose of mapping current processes is to allow an organization to quickly define, document, analyze, prioritize and recommend solutions to help an organization meet its financial and customer-focused goals. Process mapping identifies how we do something and serves as the basis for resource needs, efficiency, and effectiveness. Evergreen Solutions, LLC

Service Identification Example Central Information Desk Identifying Best Resource: General Public Students Visitors Providing Emergency Assistance Recommend Appropriate Resource Providing Directions: Location Identification and Mapping Work Unit Services and Customers Processes Evergreen Solutions, LLC

Evergreen Solutions, LLC Process Components Inputs Process Output Evergreen Solutions, LLC

Evergreen Solutions, LLC SIPOC SIPOC is an acronym for supplier-input-process-output-customer. A SIPOC diagram helps to identify the process outputs and the customers of those outputs serve. Major elements include: Suppliers: Significant internal/external suppliers to the process. Inputs: Significant inputs to the process like material, forms, information, etc. Process: Elements or steps that represent the entire process. Outputs: Significant outputs to internal/external customers. Customers: Significant internal/external customers to the process. Evergreen Solutions, LLC

Evergreen Solutions, LLC Pizza Example Evergreen Solutions, LLC

Evergreen Solutions, LLC Sections General Information Major Services Processes Measures Evergreen Solutions, LLC

Evergreen Solutions, LLC Definitions Staff Employees working in area Time (Effort) Percentage of employee’s time Evergreen Solutions, LLC

General Information Form Process Owner Name   Process Owner Title Process Owner Email Process Owner Phone Department Name Total Work Units Overseen by Process Owner Total FTEs Overseen by Process Owner Major Service 1 Major Service 2 Major Service 3 Evergreen Solutions, LLC

Evergreen Solutions, LLC Major Services Form Work Unit: Accounting and Finance Work Unit FTEs: 4 Major Services: Accounts Payable and Accounts Receivable Major Processes: Invoice Payment (AP), Invoice Creation (AR), Invoice Inquires Importance: (1-5) Number of Employees Assigned: count Employee Names: actual name Employee Classification: title of position Percent of Employee Time: 0-100 percent Total FTE for Process: calculated Performance Measures: list collected measures Evergreen Solutions, LLC

Major Services Example Work Unit Work Unit FTEs Major Services Major Processes Importance (1=most, 5=least) Number of Employees Assigned Employee Names Employee Classification Percent of Total Employee Time (Effort) Total FTE Time Performance Measures Accounting and Finance 4 Accounts Payable and Accounts Receivable Invoice Payment (AP) 5 2 Jackie Smith Accounting Supervisor 0.35 0.9 Time for Payment Tom Williams Accounts Payable Clerk 0.55 Error Rate   Invoice Creation (AR) Linda Right Accounts Receivable Clerk 0.6 0.8 Time to Issue Sarah Jones 0.2 Invoice Inquires 3 1 0.1 Response Time Satisfaction Evergreen Solutions, LLC

Process Analysis Form Evergreen Solutions, LLC Inputs Process Steps Outputs Outcomes Performance Measures Number of Employees Assigned Employee Names Employee Classification Percent of Total Employee Time Total FTE Time Request Form Purchase Request Approval of Purchase   2 Jackie Smith Accounting Supervisor 0.05 0.9 Tom Williams Accounts Payable Clerk Purchase Order Purchase Documentation 1 0.2 Receive Receipt Recorded Receipt 0.1 Invoice Verification Request for Payment Error Rate 0.25 Document Payment Pay List Run Payment Check Release Issue Check Check Bill Paid Time for Payment Evergreen Solutions, LLC

Relation of Forms Process Staff: 2 Process Time: 1.5 FTE Staffing and Time (Overall Process) Effort for Process Steps Staffing for Process Steps Process Staff: 2 Process Time: 1.5 FTE Staff by Process Step must total 2 Process Time must total 1.5 FTE Evergreen Solutions, LLC

Evergreen Solutions, LLC Steps Identify major services offered by unit, division, or department. Identify the major customers served by each. Identify the preliminary requirements or needs of the customers by service. Identify the processes utilized to meet their needs. Map the five to eight major, high level steps in each process. Identify the outputs of the process. Identify the customers that will receive the outputs of the process. Identify the inputs required for the process to function properly. Identify the suppliers of the inputs that are required by the process. Evergreen Solutions, LLC

Timeline 4/17-5/05 Complete Process Forms 5/05-5/22 Evergreen Review 5/22-5/23 Process Owner Meetings 6/30-7/14 Initial Findings and Recommendations Evergreen Solutions, LLC

Evergreen Solutions, LLC Questions Evergreen Solutions, LLC