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“Building Quality Culture with Facts”“Using a Dashboard in IQA”
Edited from: “Learning from America”A HEFCE Leadership, Governance and Management Fund project
Internal quality assurance,Enhancing quality culture.
ENQA seminar, London, 8/9 June 2010
Paul Klute, University of Kansas, US.Philip Sullivan, Liverpool John Moores University, UK.
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Link to Example Chart Next
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“One of the foundation stones is management with facts…if you start
with a vision and core values and then you manage with facts, you’re way down the road…we would have cut
years off our experience had we started there.”
Dr Dean Hubbard, President Emetitus Northwest Missouri State University, 2003
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Phase 1:STRATEGICCONTEXT
Phase 2:STRATEGY
IDENTIFICATION& REFINEMENT
Phase 3:7-STEP PLANNING
PROCESS DEVELOPMENT &
DEPLOYMENT
Phase 4:BALDRIGE
SELF-ASSESSMENT
MISSION/VALUES
VISIONENVIRON-MENTAL
SCAN
INTERNALANALYSIS
STRATEGICKQIs
TACTICAL KQIs
GOALS ANDOBJECTIVES
ASSESSMENT
ACTION PLAN
RESULTS
PROCESSMANAGEMENT
FACULTY/STAFF FOCUS
PLANNING
STUDENTFOCUS
INFORMATION& ANALYSIS
LEADERSHIP
NORTHWEST QUALITY SYSTEMS MODEL
TRENDS
IMPROVEMENTS
STRETCH GOALS
STRATEGICINITIATIVES
CHAMPIONS
DEPLOYMENTPLANS
MEASUREMENTPLANS
COMMUNI-CATIONPLANS
DECISIONDRIVERS
HRPLANS
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Building a House of Quality
MANAGEMENT WITH FACTS
CONTINUOUSIMPROVEMENT
CU
ST
OM
ER
FO
CU
S
HIG
H E
XP
EC
TA
TIO
NS
INV
OL
VE
ME
NT
AS
SE
SS
ME
NT
&F
EE
DB
AC
K
TRUST
SHARED VALUES AND VISION
Northwest’s values Click here
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Dr Dean Hubbard, President Emeritus.
3 mins 56 secs.
Q. How do the university’s core values underpin the “Culture of Quality” at
Northwest?
A. Click here
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Building a House of Quality
MANAGEMENT WITH FACTS
CONTINUOUSIMPROVEMENT
CU
ST
OM
ER
FO
CU
S
HIG
H E
XP
EC
TA
TIO
NS
INV
OL
VE
ME
NT
AS
SE
SS
ME
NT
&F
EE
DB
AC
K
TRUST
SHARED VALUES AND VISION
Northwest’s values Click here
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Scaling the wall
PEOPLE ARE THE PROBLEM
MANAGEMENT MUSCLES IMPROVEMENT
PEOPLE ARE THE SOLUTION
PROCESSES DRIVE IMPROVEMENT
COGSDATAPOINTS
CONTRI-BUTORS
STAKE-HOLDERS
IMP
RO
VE
ME
NT
BA
RR
IER
WA
LL
•Customer surveys
•Assessment systems
•Management by fact
•Planning processes
•Best practices
•Tools and techniques
•Empowered teams
•Aligned systems
•Prevention and improvement-based assessment
•Best systems
•Continuous quality improvement
•Stretch goals
“Theory X” “Theory Y”
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Dr Dean Hubbard, President Emeritus. 3 mins 56 secs.
Q. The second foundation stone of “The House of Quality” is trust. In this context you have referred to scaling “The Wall.”
Would you explain please?
A. Click here
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Scaling the wall
PEOPLE ARE THE PROBLEM
MANAGEMENT MUSCLES IMPROVEMENT
PEOPLE ARE THE SOLUTION
PROCESSES DRIVE IMPROVEMENT
COGSDATAPOINTS
CONTRI-BUTORS
STAKE-HOLDERS
IMP
RO
VE
ME
NT
BA
RR
IER
WA
LL
•Customer surveys
•Assessment systems
•Management by fact
•Planning processes
•Best practices
•Tools and techniques
•Empowered teams
•Aligned systems
•Prevention and improvement-based assessment
•Best systems
•Continuous quality improvement
•Stretch goals
“Theory X” “Theory Y”
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Managing Expectations & Evaluating Perceptions
• Needs• Previous Experience• Nature of the
Interaction • Reputation• Commitments
• Ease of Interaction• Reliability• Timeliness• Tangibles• Innovations
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Dr Dean Hubbard, President Emeritus.
1 min 52 secs.
Q. Many people feel we have too
much data. What is your view?
A. Click here
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Steve Egan, Deputy CEO.
1 mins 00 sec.
Q. Many people believe there is too
much measurement?
A. Click here
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“Measure the vital few, the ones that tell you something that you
need to know.”
Steve Egan, HEFCE, 2002
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“..if a measure is not giving you useful information, get rid of it.”
Dr Dean Hubbard
Northwest Missouri State University 2003
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Dr Dean Hubbard, President Emeritus.
1 min 02 secs.
Q. How do you manage confidentiality
if most people have access to the dashboard?
A. Click here
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Define & Validate KQIs
Define & Validate KQIs1
Decision Drivers
• Student Academic Performance
• Student, Faculty, Staff Satisfaction
• Financial Viability
• Enrollment
Strategic Initiatives
Set Targetsor Stretch
Goals
Set Targetsor Stretch
Goals
Search forBetter
Practices
Search forBetter
Practices
Set Baselines,TrackTrends
Set Baselines,TrackTrends
Action Plan &Deployment
Strategy
Action Plan &Deployment
Strategy
Formulate anAssessment
Strategy
Formulate anAssessment
Strategy
Set Goals &Objectives
Set Goals &Objectives
3
45
6
7
Figure 6.1-1 Northwest’s Seven-Step Planning Process (SSPP)
2
.
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President’s DashboardPresident’s Dashboard
EXCEL
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Click here
HEFCE 2008 EFQM award submission:
Click here
Northwest Baldrige section 4:
Click here
Further information:
Click here
How the EFQM Model works:
Click here
LFHE Engage magazine interview with Steve Egan:
Click here
Northwest Baldrige section 7:
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Should you require please contact:
Dr Dean Hubbard [email protected]
Adrian Officer [email protected]
Paul Klute [email protected] or [email protected]
Prof Philip Sullivan [email protected] or [email protected]
StartBack
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Northwest’s cultural core values
• We focus on our students and stakeholders.• We care about each other.• We are a learning organization, continually
improving our university and ourselves.• We collaborate and work together to accomplish
our goals.• We master the details of what we do.• We are open and ethical.• We are leaders in our field.
Back to the House of Quality Click here