1. A Balanced Scorecard is a Process Not Numbers MID ATLANTIC EDUCAUSE 2005 Saint Michael’s College Bill Anderson – Chief Information Officer Billie Miles – Director of IT © Bill Anderson and Billie Miles, 2005. This work is the intellectual property of the authors. Permission is granted for this material to be shared fro non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the authors.

2. Saint Michael's College - Mid-Atlantic Educause 2005 2 Here we go… CIO gained support by offering IT as the BSC pioneers. This support resulted in funding that allowed us to work with outside resources Partnership with Datatel – Donna Taylor and Ken Rice from the Center for Excellence Kathie Gilbert – Special Assistant for Quality Initiatives - WNMU was our Quality Stewart Bill and Billie - IT leadership committed to the project IT staff – eager and willing

3. Saint Michael's College - Mid-Atlantic Educause 2005 3 The steps 1. Project Plan developed by the CIO, IT Director, and the consulting team 2. First meeting with our quality steward 3. Second meeting with our quality steward 4. “Baby” steps

4. Saint Michael's College - Mid-Atlantic Educause 2005 4 Step 1 - The project plan The plan detailed: Anticipated benefits Target date for implementation (July 2003) Roles and responsibilities Action plan – included estimated times and delivery methods

5. Saint Michael's College - Mid-Atlantic Educause 2005 5 Step 2 - First meeting with the quality steward The action plan called for collecting feedback from the constituents served by IT. The goal was to clarify perceptions and to collect base information. Preparation  Our quality steward worked with us to create a customer satisfaction survey and we scheduled focus group meetings for the first day of the visit. Activities  Day one – focus groups and discussion of IT “history”  Day two – CQI and BSC intros for IT staff  Day three – CIO, IT Director and Quality Steward plan next steps Outcomes from the visit  Survey analysis  Focus groups reports

6. Saint Michael's College - Mid-Atlantic Educause 2005 6 Step 3 – Second meeting with the quality steward Preparation  Staff discussion of survey and focus group results  Work with IT staff to generate Mission/vision statements, and we did an IT slogan exercise (We’re IT) Activities  Day one – more BSC training, measurement, strategy exercises, one on one Interviews with IT staff  Day two - scorecard design, customer service, more interviews, summarized workshop materials and met with the President (30 minutes)  Day Three – Debrief with CIO and IT Director – lots of work left to do! Outcomes of this visit  Report  Selected short term goals and measurements

7. Saint Michael's College - Mid-Atlantic Educause 2005 7 Step 4 – “Baby” steps Next steps identified and assigned to the CIO and IT Director 1. Complete two staff development trainings 2. Begin regular evaluation and performance measurement 3. Develop Helpdesk measures for the BSC 4. Make IT work more visible on campus Long term goal – develop the permanent scorecard, make data collection, review and continuous improvement part of the culture

8. Saint Michael's College - Mid-Atlantic Educause 2005 8 The scorecard The four quadrants: 1. Customer measures – goal: Improve customer satisfaction scores 2. Financial measures – goal: improve operational effectiveness 3. Internal measures (service delivery) – goal: improve operational efficiency 4. Learning and growth measures – goal: increase staff and end user training opportunities Each work group (there are 5) is developing measures in these four areas. These will roll-up into a department scorecard.

9. Saint Michael's College - Mid-Atlantic Educause 2005 9 Original Goals – 4/2003 Focus on Service Quality Technology in Teaching Align day-to-day work with V-2010 Top 3 strategic objectives & perspectives selected 1. Improve customer satisfaction 2. Improve Operational Efficiency 3. Provide User Education & IT Professional Development

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15. Saint Michael's College - Mid-Atlantic Educause 2005 15 Modified Goals – 6/2004 Results of 2004 Customer Satisfaction Survey - we added improvement picks  Responsiveness to request for new software  Usefulness of responses  Web mail  Use and support of classroom technology

16. Saint Michael's College - Mid-Atlantic Educause 2005 16 Departmental Level Scorecard First pass in December 2004 Work in progress Evolving toward:  More customer feedback measures  Higher level of abstraction ( letter grades?)  Need to integrate this into the way leaders do business  External benchmarks

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22. Saint Michael's College - Mid-Atlantic Educause 2005 22 Building on what we’ve got Another level of detail Accuracy of “data entry” Add 1 measure – address usefulness

23. Saint Michael's College - Mid-Atlantic Educause 2005 23 Lessons So Far Change is hard Unplanned pushes out the planned We have met the enemy and he is us Ready Fire Aim - It’s better to do something and adjust than to fail to act for lack of the perfect plan. Must connect the dots Change the IT focus – customers not gadgets

24. Saint Michael's College - Mid-Atlantic Educause 2005 24 What’s next? CIO and Director - measures versus process Quality steward is going to visit in April 2005 - Our 2 year anniversary Our “official” scorecard presentations began in January 2004 Training – maybe more effective now that we have some ‘hands-on’ experience. Make better use of the helpdesk software – we are going to re- launch the product. Use it as a department tool, rather than just for the Helpdesk.