Continuous Quality Improvement

1. Continuous Quality Improvement How & Why CQI At DSU August 26, 2010

2. Task Force Members Stacy Krusemark Lynette Molstad Gorder Rosie Jamison Pat Keating Mike Wilson Jesse Wise Cecelia Wittmayer • Carrie Ahern • Stephanie Baatz • Ethelle Bean, chair • Linda Brozik • Keith Bundy • Amy Crissinger • Judy Dittman • Maria Harder

3. Task Task Force Assignment • Identify continuous quality improvement processes for DSU • Develop training model for DSU (entire campus!) • Develop a campus culture for continuous quality improvement • Create training materials that can be used in functional units to apply CQI process to problems / issues / concerns – large and small

4. Why CQI? Academic Quality Improvement Program (AQIP) infuses the principles and benefits of continuous improvement into the culture of colleges and universities by providing an alternative process through which an already accredited institution can maintain its accreditation.

5. Why Now? Academic Quality Improvement Program (AQIP) • AQIP looks forward - CQI looks forward • Inclusive – all campus involvement • Portfolio Review revealed gap between our walk and our talk • Strategy Forum – motivate, recognition, communicate , training

6. Hallmarks of a CQI Culture • Openness • Innovative • Willingness to change • Actions linked to strategic goals • Programs, services, and processes are re-evaluated periodically • A genuine desire and enthusiasm for getting better every single day

7. TF Process & Results • First – Know ourselves • StrengthFinder 2.0 • Second – Know CQI • Everyone read a book on Continuous Quality Improvement and reported back to Task Force • Third – Know what others have done • Reviewed AQIP Action Projects looking for what was available as best practice models

8. Process and Results • Fourth – Define Continuous Quality Improvement for DSU • General Definition of (CQI): A management approach to improving and maintaining quality that emphasizes internally driven and relatively continuous assessments of potential causes of quality defects (in products or services), followed by action aimed either at avoiding a decrease in quality or else correcting it at an early stage.

9. Process and Results Fourth – Define Continuous Quality Improvement for DSU (continued) CQI at DSU: Continuous quality improvement (CQI) is a comprehensive approach used by everyone at DSU to evaluate and enhance processes, programs and services and to improve student learning.It is through CQI that we maximize institutional effectiveness and support the university’s mission and strategic plan. CQI is best accomplished when decisions are data-driven and we each play an integral role in the process.

10. Process and Results • Fifth – Build a DSU training model based on best practices • Reviewed 51 AQIP Action Projects on CQI • 4 chosen for interview by subcommittee • Central Arizona College selected as best- practice training model

11. Process and Results • Sixth – Develop a training outline and handbook • Handbook will be available on website • Jack Walters will serve as trainer • First groups to be trained -- IEC, Planning & Academic Councils, General Faculty officers, CSA Council, Student Senate • The PIED process will be combined with a self-selected pilot project • Pilot Projects will be posted on the CQI website

12. Deming’s Principles • Cease dependence on inspection to achieve quality. • Constantly improve production and service quality and thus constantly decrease costs.  • Overhaul supervision of management in addition to supervision of production workers.  • Drive out fear. 

13. Deming’s Principles • Break down barriers between departments. • Eliminate management by numbers. Focus on leadership. • Build pride of workmanship.   • Put everybody to work to accomplish the transformation. The transformation is everybody's job.

14. Process and Results • Seventh -- Develop a “Plan–Implement-Evaluate-Decide” (PIED) Cycle for DSU and logo (This is a defined process that underpins the PIED cycle – How the cycle works and more details provided in later training sessions.)

15. Process and Results • Eighth – Develop programming for Orientation Week • Mary Leedom of Avera provided introduction to CQI as part of “State of the University” presentation by Dr. Knowlton • This introduction to CQI is today’s step in developing a CQI culture on campus • Campus group hands-on training sessions are the next step to follow

16. Process and Results • Ninth - Identify a Speaker /Consultant for CQI Day in November • Dr. Terri Manning, Director of The Center for Applied Research (expert on institutional effectiveness) to do another keynote on best practices. One of the areas she will address is learning to have courageous conversations and being willing to look at dark data.

17. Process and Results • Tenth – Develop a CQI website • Linked from Office of Institutional Effectiveness & Assessment website: http://www.dsu.edu/academics/assessment/cqi/index.aspx • PIED Handbook • PIED Worksheet • Pilot Project example • DSU Pilot Projects • Resources and Tools

18. Pilot Project Example Review of Online Student Registration Process • Team members: Peg O’Brien, Marilyn Halgerson, Sandy Anderson, Carrie Ahern, Amy Crissinger • Initial data analysis • Findings • Goals of Project • Actions taken to date • Next Steps

19. Task Timeline for CQI Training • August 23 – keynote speaker from AVERA • August 26 – introduction for IEC, Planning & Academic Councils, General Faculty Officers, CSA Council Officers, Student Senate (open to campus) • September and October – hands-on training with homework • November – CQI Day keynote speaker (Terri Manning, Director of Center for Applied Research, North Carolina) • Cycle repeats in 3-month intervals, with new participants

20. CQI as a Process • CQI is continual, on-going process • Growing a CQI culture is a journey • What we are starting with is not what we will finish with. • Of what was designed this summer – • some of it will last, • some of it will be modified and kept, • and some of it will be tossed.

21. CQI is a DSU AQIP Action Project • Project Outcomes: • Attendance at CQI events (e.g. speakers etc.) • Participation in training for CQI • Evaluation of training sessions, handbook, processes • Development of an online CQI Handbook website • Usage statistics for the Handbook • Projects completed using the PIED cycle • Increased awareness of quality improvement initiatives evaluated by the Campus Quality Survey

22. Not the end, but the beginning! Questions? Questions?