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

2. Evergreen Solutions, LLC
Agenda
Study Process
Major Elements
Compare to Peers
Analyze Outcomes
Process Mapping
Timeline
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3. Student Support Study Process
Staffing
Compare to Peers
Analyze Outcomes
Process Mapping
Evergreen Solutions, LLC

4. Evergreen Solutions, LLC
Critical Components
Outcomes
Staff
Processes
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5. Evergreen Solutions, LLC
Compare to Peers
Identify services
Select similar schools
Collect outcome measures
Collect staffing measures (level, count, description)
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6. 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.
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7. 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
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8. 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
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9. 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
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10. 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.
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11. 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
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12. Evergreen Solutions, LLC
Process Components
Inputs
Process
Output
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13. 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.
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14. Evergreen Solutions, LLC
Pizza Example
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15. Evergreen Solutions, LLC
Sections
General Information
Major Services
Processes
Measures
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16. Evergreen Solutions, LLC
Definitions
Staff
Employees working in area
Time (Effort)
Percentage of employee’s time
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17. General Information Form
Process Owner Name
Process Owner Title
Process Owner
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
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18. 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: percent
Total FTE for Process: calculated
Performance Measures: list collected measures
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19. 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

20. 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
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21. 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
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22. 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.
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23. 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
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24. Evergreen Solutions, LLC
Questions
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