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SPSP Implementation: Service Performance Metrics Information Session

SPSP Implementation: Service Performance Metrics Information Session. February 15, 2011 by the SPSP Secretariat: Marguerite Donohue, Nelson Rogers, Lynn Younghusband. Presentation Outline. SPSP Project Overview SPSP Implementation Priorities SPSP Steering Committee & Task Groups

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SPSP Implementation: Service Performance Metrics Information Session

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  1. SPSP Implementation: Service Performance MetricsInformation Session February 15, 2011 by the SPSP Secretariat: Marguerite Donohue, Nelson Rogers, Lynn Younghusband

  2. Presentation Outline • SPSP Project Overview • SPSP Implementation Priorities • SPSP Steering Committee & Task Groups • Service Quality Review • Developing Service Performance Metrics • Q&A

  3. The Problem Demand/Diversity Quality/Accountability Funding BoG Direction: Demand-driven, strategic growth

  4. The SPSP Project Strategic Programs and Services Planning • Examine Everything (all programs and services) (Relevance, Demand, Quality, Resources, Opportunities) • Align with Mission, Vision & Plan • Use Report Templates & Guidelines • Prioritize • Identify Opportunities • Consult, Consult, Consult

  5. The Results Final Report: Embracing Change – Ready to Act Directions Strategies Recommendations Implementation

  6. Key Directions 1. Learning is the priority 2. Student Success 3. Relevant, high-quality programs and services 4. Continuous Improvement PEDDC

  7. SPSP Implementation Priorities 1. Specific Program & Service Recommendations (Enhance, Maintain, Revise, Phase Out, Add New) 2. Service Performance Metrics 3. Review College Standing Committees 4. SPSP Long-term Implementation 5. Institutionalization of SPSP (Culture of Continuous Improvement)

  8. SPSP Implementation Committee Structure • SPSP Secretariat • Marguerite Donohue, Nelson Rogers, Lynn Younghusband • SPSP Steering Committee • SPSP Implementation Task Groups • Service Performance Metrics • Services in theOffices of Deans & Chairs • College Standing Committees • College Program Strategy • Tasks to be completed by March 31, 2011

  9. Service Performance Metrics Task Group • Facilitate the development of Service Performance Metrics that will be used to measure College services. • ReviewBenchmarks for Service Performance Metrics (where available) against which service performance can be evaluated. • By March 31, 2011

  10. Service Quality Review • Culture of Continuous Improvement • Institutionalization of SPSP • Parallel to Program Quality Review • Using existing data and systems where possible (KPIs, student feedback, etc.) • Based on Service Performance Metrics

  11. Definitions • Service • Outcome • Indicator • Measure • Benchmark

  12. SPSP/SPM Criteria • Relevance • Demand • Quality • Resource Utilization • Opportunities

  13. Guide to DevelopingService Performance Metrics 1. Define the Service 2. Identify Stakeholders 3. Background and Relevance 4. Outcomes 5. Timeline 6. Subgroups: Indicators and Measures 7. Benchmarks 8. Service Review

  14. Service Performance MetricsReporting Template

  15. Service Performance Metrics Q & A

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