1 / 15

Enhancing Service Performance: Strategic Implementation Priorities and Metrics

This presentation outlines the SPSP project overview, implementation priorities, steering committee, and service quality review. It focuses on developing service performance metrics, aligning with mission and vision, and institutionalizing a culture of continuous improvement. The report emphasizes learning, student success, high-quality programs, and continuous improvement. The implementation priorities include program recommendations, service metrics, committee reviews, and long-term plans. The service performance metrics task group aims to develop metrics for evaluating college services by facilitating benchmark reviews and implementing quality improvements. The guide to developing service performance metrics includes defining services, identifying stakeholders, setting outcomes, and establishing benchmarks.

baker-york
Download Presentation

Enhancing Service Performance: Strategic Implementation Priorities and Metrics

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related