Richland College Using Baldrige for Performance Measurement, Analysis and Knowledge Management Texas Higher Education Coordinating Board June 6, 2007 Fonda Vera, Dean, Planning and Research For Institutional Effectiveness Teaching, Learning, Community Building 1

Session Overview Cycles of Improvement Approaches Deployment of Approaches Results and Key Learnings Integrating and Sharing Key Learnings Lessons to Share 2

Performance Excellence Model Four Strategic Planning Priority Goals 1. Response to Community 2. Student Success 3. Employee Success 4. Institutional Effectiveness College Dashboard Elements Student Learning Student Services Employee Services Support Services Process Implementation Improvement Plan (PIIP) Process Evaluation Performance Improvement, Benchmarking & Innovation Shared Learnings Organizational Action Plans Department Action Plans Quality Enhancement Plan (QEP) Individual Action Plans (IAP) Progress Discussion (PD) 3

Richland College Cycles of Improvement Deploy Integrate Approach Learn 4

Richland College Cycles of Improvement APPROACHES Teaching, Learning, Community Building 5

Strategic Planning Process 6

Goals, KPIs, Measures, Targets 7

Goals, KPIs, Measures, Targets Range 90% – 100% 207,000 – 230,000 2008-2009 Target Range 90% - 100% 360,000 – 400,000 2010-2011 Target Range 90% - 100% 450,000 – 500,000 1.1.1 Contact hours from dual credit and tech-prep 8

Goals, KPIs, Measures, Targets Range 90% – 100% 1,071,000 – 1,190,000 2008-2009 Target Range 90% - 100% 1,178,100 – 1,309,000 2010-2011 Target Range 90% - 100% 1,295,100 – 1,439,000 1.5.1 # of on-line contact hours 9

Goals, KPIs, Measures, Targets Range 90% – 100% 75.60 – 84.00 2008-2009 Target Range 90% - 100% 76.05 – 84.50 2010-2011 Target Range 90% - 100% 76.95 – 85.50 2.1.2 % retained through semester in credit classes 10

Information Management Major Surveys Community College Survey of Student Engagement Noel-Levitz Student Satisfaction Inventory Campus Quality Survey Assessment of ThunderValues Other Departmental Surveys 11

Major Surveys Approaches Administer One Major Survey Every Year Segment and Analyze Themes across Surveys Action Plans to Improve User-friendly Reports Distribute Widely Other Departmental Surveys 12

Richland College Cycles of Improvement DEPLOYMENT OF APPROACHES Teaching, Learning, Community Building 13

Organizational Actions Organizational Actions are those actions developed by the senior leadership of the college and are broad in scope. ThunderTeam initiates Organizational Actions because of  performance gaps from the End of Year Report, national surveys, or benchmarking  state, district-wide, or DCCCD Board initiatives  strategic college-wide initiatives All Organizational Actions have supporting Departmental Actions 14

Organizational Action Plans 15

16

Departmental Actions Departments or work units initiate Departmental Actions in support of: an Organizational Action or a department-specific performance gap or initiative. Departmental Actions respond only to those Organizational Actions that are relevant for their work area. Departmental Actions are not required if one of these conditions does not exist. 17

Process Improvement / Implementation Plan Process Improvement/Implementation Plan (PIIP) 8-step process to: document implementation of new processes/programs improve existing processes/programs 18

Process Improvement Integrate Approach Learn Deploy Identify 1 Identify Improvement Need Integrate Approach 8 Evaluate the Process 2 Assign Ownership RLC Evaluation & Improvement Approach 7 Disseminate Results 3 Identify Root Cause 6 Measure Impact 4 Develop Solution 5 Pilot/ Implement Approach Learn Deploy 19

Benchmarking Process A standardized institutional process for investigating best/better practices. Best/better practices are: Proposed Accepted for Further Research and Review Assigned to a Process Owner Adopted, Revised or Rejected 20

Thunion Report We review performance for all our institutional measures monthly using our Thunion report. This is a view of the cover. The Thunion Report has 3 layers which we systemically peel back like an onion to reveal the underlying elements. 21

Thunion Report - Layer 1 22

Thunion Report - Layer 2 This is an example of Layer 2 from our Thunion Report. This layer is more detailed than layer 1 and shows the scores for all 16 key performance indicators. At the end of November, all kpis under these 2 Strategic Planning Priorities had green lights meaning acceptable performance. As on Layer 1, all the kpis are weighted for importance and included on the report are the previous month score and the End of Year score. 23

Thunion Report - Layer 3 The most detailed layer of our report is layer 3. This layer contains scores for all our institutional measures as well as persons responsible for data collection. Each measure is weighted for importance. 24

Thunion Report - Raw Data 1.1.1 Contact hours from dual credit and tech-prep 2006-2007 Target Range 90% – 100% 207,000 – 230,000 Performance as of April 2007 200,944 Score 10.92 Adjusted Score 10.00 Pictured here is a page from our raw data file that is used to populate our Thunion Report. The raw data file contains the target range, the raw performance data and the computed score. The comment boxes to the right contain information related to specific measures such as pro-rating, date of last update, and any other significant information that ThunderTeam may need during the review. SHOW EXAMPLE 25

Thunion Report - Raw Data 1.5.1 # of on-line contact hours 2006-2007 Target Range 90% – 100% 1,071,000 – 1,190,000 Performance as of April 2007 647,264 Score 7.77 Adjusted Score 7.77 26

Thunion Report - Raw Data 2.1.2 % retained through semester in credit classes 2006-2007 Target Range 90% – 100% 75.60 – 84.00 Performance as of April 2007 83.78 Score 9.97 Adjusted Score 9.97 27

Richland College Cycles of Improvement RESULTS AND KEY LEARNINGS Teaching, Learning, Community Building 28

Student Success Results - End of Year 29

Dual Credit Contact Hours 30

Market Share of Service Area 31

Comparative Information Outside Higher Education: Organization Nature of Benchmark Activity Ritz-Carlton ThunderValue-of-the-Week Texas Nameplate Dashboard Bank One Customer service “Front Counter” Walt Disney Company Interview/screening, Orientation Starbucks & the “Experience Music Project” Experience Engineering for T-duck Hall & Future Buildings Southwest, Container Store Employee culture Branch-Smith Printing Supplier/Partner Score Card Presbyterian Hosp of Dallas Employee professional development Saint Luke’s Hospital Performance Excellence Model 32

Types of Analysis Enrollment Projections Daily Registration Comparative Reports Facility Use for Class Scheduling Effectiveness Discipline and Program Review Market Share Analysis Trended Grade Distribution Reports Survey Results with Themes & Next Steps Monthly Employee Diversity Reports We conduct a number of analyses throughout the year. This slide lists some examples. We conduct enrollment projections to assist in creating funding plans that accommodate an expanding student population. We conduct an analysis of our classroom scheduling effectiveness to more efficiently utilize our existing facility. We conduct an annual discipline and program review to make certain that flourishing programs have the resources needed and also to determine when programs should wind down. We conduct a number of market share analyses (1)for our service area population segmented by ethnicity and income (2)recent high school graduates from our service area and (3) enrollment from outside our service area. We publish reports of findings from the surveys we conduct discussed earlier. Themes that emerge from the findings and next steps are shared with the college and posted on the intranet. 33

Daily Enrollment Comparison District Colleges 34

Response to Evolving Community Educational Needs * AY 06/07 includes summer 2006 DL actuals assuming no growth for summer 2007 35

Credit DL Success and Retention 36

INTEGRATING AND SHARING KEY LEARNINGS Richland College Cycles of Improvement INTEGRATING AND SHARING KEY LEARNINGS Teaching, Learning, Community Building 37

Richland College Shared Learnings Posting of: PIIP Documents Benchmarking Reports QEP Activities and Reports Executive Summaries and Next Steps for all Major Surveys Monthly Thunion Report Card Annual End of Year Report 38

Lessons to Share ADLI for Continuous Improvement Data Informed - Not Data-Driven Measure what is Key Segment for Greater Understanding User-friendly Reports Benchmark Best Practices Take Action Evaluate 39

Richland College Using Baldrige for Performance Measurement, Analysis and Knowledge Management Texas Higher Education Coordinating Board June 6, 2007 Fonda Vera, Dean, Planning and Research For Institutional Effectiveness Teaching, Learning, Community Building 40