IT Leading the Way to Institutional Effectiveness

Presenter: Kendell Rice, Ph.D.July 11, 2007

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Definition of Institutional Effectiveness

• Institutional Effectiveness reflects the capacity of an organization to sustain adaptive processes to achieve its mission.

• An effective institution identifies expected outcomes for its educational programs and its administrative services, assesses outcomes attainment, and provides evidence of improvement based on analysis of those results.

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Presentation Outcome

• Expected Outcome of Presentation: • Participants will be motivated to create improvement

initiatives to increase constituent satisfaction and consider the use of the Blackboard Outcomes System™ as a means of achieving enhanced institutional effectiveness.

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Why take action?

• Improvement is our business• Lead by example• Listen to Stakeholders for improvements• Share successes with colleagues across campus.

Kaplan & Norton, The Balanced Scorecard5

Impact of Technology

• Technology employees need to become leaders contributing to improved quality, reduced costs and decreased cycle time.

• Breakthroughs in performance require major change, and that includes changes in the measurement and management systems used by an organization.

• Technology leads the way in offering customized services in a student-diverse learning environment without the high cost for high variety and low-volume operations.

Kaplan & Norton, The Balanced Scorecard6

Impact of Technology• With technology, institutions operate with greater integration of

processes cutting across functional areas.

• Cross-Functions: Institutions can now combine the expertise of specialized functions with the benefits of speed, efficiency and quality of integrated business processes.

• Linking Faculty and Staff with Students: Information technology enables institutions to supply, produce and deliver processes that meet variable student needs and expectations. Consider the improvements in controlling student expenses, increasing quality, and faster response time in meeting student needs.

• Technology demands innovation for survival. Institutions must anticipate future student needs.

Criteria for Performance Excellence, NIST7

IT Leading the Way to Institutional Effectiveness

• Performance Excellence is the goal.

• Performance Excellence refers to an integrated approach to organizational performance management that results in:

1. Delivery of ever-improving value to students, contributing to organizational success

2. Improvement of overall organizational effectiveness and capabilities, and

3. Organizational and personal learning

Kaplan & Norton, The Balanced Scorecard8

IT Leading the Way to Institutional Effectiveness

• Outcomes Assessment is the key managerial process to achieve Performance Excellence.

• The Outcomes Assessment Process provides strategic feedback and institutional learning.

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Articulating Goals, Processes and Outcomes

• Goal - Description of purpose or intent

• Process - Means by which the goal will be achieved

• Outcome - Results expected from achievement of the goal

Kaplan & Norton, The Balanced Scorecard10

Outcomes Assessment

• Outcomes Assessment provides a means of making organizational learning visible through clearly articulated goals, identification of specific outcomes, and actual results found.

• The identification of gaps between intended and actual results provides a basis for taking action in the next cycle of improvement.

Kaplan & Norton, The Balanced Scorecard11

Who do you serve?

• Identify your key services.

• Define your audiences.

• How do you know what each audience needs from you?

• How do you know what each audience expect?

• How will you find out?

Kaplan & Norton, The Balanced Scorecard12

Define Success

After defining functions, answer these questions:

• What must be achieved to assert that the service is being successfully delivered?

• How will you measure your success?

• What data needs to be collected to evaluate success?

• How will you make changes to improve your success?

Kaplan & Norton, The Balanced Scorecard13

The Research Process

• What action will be taken to meet our defined success factors aligned with client needs and expectations?

• What is your expected Outcome (Results)?

• How will you measure your results?

• What is your target goal?

• How will you collect and store your data?

• How will your data be monitored, evaluated and reported?

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What shall we measure?– Quantity – Amount or Number

• Time• Cost• Counts• Rates• Ratios

– Quality – Conformance to Requirements• Knowledge• Skills• Competencies• Behavior• Processes• Fitness for Use• Satisfaction

Kaplan & Norton, The Balanced Scorecard15

Cycles of Improvement

1. PLANDefine goals and how they will be

achieved

2. DOImplement

plans

3. STUDYDetermine how well goals were

achieved

4. ACTAdjust, change,

improve

Cycles of Improvement Drive Institutional Effectiveness

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Blackboard Outcomes System™

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Blackboard Outcomes System™

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IT Leading the Way to Success

Comments and Questions