what worked? what didn’t work? learning through continuous quality improvement

8/13/2019 What Worked? What Didnt Work? Learning through Continuous Quality Improvement

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Prepared and Presented by:

Dr. Cheryl Marshall, President

Keith Wurtz, Dean of Institutional Effectiveness, Research & Planning


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Briefly describe Craftons prior accreditation sanctions

Describe a process of systematic continuous

improvement, using cycles of dialogue, repeated

information gathering, sharing, and re-assessment

Provide examples of continuous improvement in

program review, strategic planning, and outcomes

assessment

Discuss the importance of recognizing change as an

aspect of continuous quality improvement

Provide strategies on how to proactively manage change


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Integrated Planning

o Ed Master Plan

o Program Review

o District Strategic Plan

o District Program Review

o District Technology Plan

o District HR Plan


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Data Reliability and Use

Achieve Proficiency on Outcomes by 2012

Communication and Shared Governance

o

Improve and evaluate Resource Allocation

o Financial Planning and Transparency


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Project and Process Champions

FocusWillingness to Prioritize

Managing Change

Continuous Learning and Improvement Committee Work

Systematic and Systemic Approach

Communication, Communication, Communication


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1. GatherData /

Assess

Continuous

Quality

Improvement

1. Gather Data /Assess

2. Review,Discuss, &

GatherFeedback



GatherFeedback

3. IdentifyStrategies forImprovement



GatherFeedback


4. CommunicateProgress


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Annual surveyadministered tothe programscompleting thefour-year action

plan

Feedback fromindividualsthroughout theyear

1. GatherData / Assess


GatherFeedback


4.Communicate

Progress


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plan


Quantitative

Process wasmore clear andthe feedbackmore useful

Qualitative

Streamline thequestions

Providementoring andfeedback



GatherFeedback


4.Communicate

Progress


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plan


Quantitative


Qualitative



Questions wererevised andreduced

Created PPRCommitteeContacts toprovide supportand feedback

Addedworkshops andopen meetings



GatherFeedback


4.Communicate

Progress


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plan


Quantitative


Qualitative



Questions wererevised andreduced

Created PPRCommitteeContacts toprovide supportand feedback

Addedworkshops andopen meetings

Email

Workshops

CommitteeContacts

At the WaterCooler

In ServiceMeetings withPrograms

MultipleCommitteeMeetings (e.g.:Chairs)

Repeat



GatherFeedback


4.Communicate

Progress


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plan




GatherFeedback


4.Communicate

Progress


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plan


Quantitative

Timelines weremore clear

Web Tool is moredifficult to use

Qualitative

Questions were thesame just asked in a

different way

Develop astreamlined reviewfor outcomes

Only provide oneplace whereoutcomes can bereported

Provided a quick

link to PPR



GatherFeedback


4.Communicate

Progress


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plan


Quantitative



Qualitative


different way



Provided a quick

link to PPR

Questions wererevised andstreamlined

Web Tool is nowonly place wherecampus is required

to report outcomes

Quick Link added toCrafton home page

Improved ObjectivePrioritization aspectof Web Tool to makemore user friendly



GatherFeedback


4.Communicate

Progress


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plan


Quantitative



Qualitative


different way



Provided a quick

link to PPR

Questions wererevised andstreamlined

Web Tool is nowonly place wherecampus is required

to report outcomes

Quick Link added toCrafton home page

Improved ObjectivePrioritization aspectof Web Tool to makemore user friendly

Email

Workshops

CommitteeContacts

At the WaterCooler



Repeat



GatherFeedback


4.Communicate

Progress


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CampusClimate Surveyadministeredevery other Fall

Collaborativelydeveloped andfeedbackellicited fromentire campus



GatherFeedback


4.Communicate

Progress


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Results sharedwith Campusand Feedback

Gathered

Report

Presentations

Newsletter

Workshops

NumerousCommitteeMeetings



GatherFeedback


4.Communicate

Progress
http://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdf


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Gathered

Report

PresentationsNewsletter

Workshops


Crafton Council

Reviewedfeedback

Selectedstrategies toimplement

Assignedresponsibleperson

MonitoredStatus



GatherFeedback


4.Communicate

Progress
http://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Briefs/1213_StudentSuggestedImprovements_Progress2.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Briefs/1213_StudentSuggestedImprovements_Progress2.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdf


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Gathered

Report

PresentationsNewsletter

Workshops


Crafton Council

Reviewedfeedback

Selectedstrategies toimplement

Assignedresponsibleperson

MonitoredStatus

Email

Workshops

CommitteeContacts

At the WaterCooler



Repeat



GatherFeedback


4.Communicate

Progress
http://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Briefs/1213_StudentSuggestedImprovements_Progress2.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Briefs/1213_StudentSuggestedImprovements_Progress2.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Did%20You%20Know/1213_DYK25.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Presentations/2012FA_CampusClimateSurvey_Final.pdfhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/FA2012_CampusClimate.pdf


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Examples of Progress on Implementing Suggestions

from the Fall 2010 Campus Climate Survey

Suggestion Progress

Make applause cards readily available for

use.

A link to theApplause Cardsis available on

the Navigator Online ResourceWeb Site.

Training for managers on recognition Training occurred on Friday, November 9th,

2012.

Committee chairs should be trained how to

run a committee.

Training occurred on August 22nd, 2012.

Future trainings will occur once every

primary term.

The ability to search the email database by

first name, department, or office.

Contacted DCS in Fall 2012. When click

on To, check More columns and enter

first name.

Bring a friend to committee meetings.

Where the friend can sit in on committee as

a guest.

Piloted in Spring 2012, and did not work

well.
http://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/Other%20Research%20Studies/1112_Brief3_SuggestedImprovements.pdfhttp://www.craftonhills.edu/Faculty_and_Staff/Applause_Form.aspxhttp://www.craftonhills.edu/Faculty_and_Staff/Navigator_Online_Resource.aspxhttp://www.craftonhills.edu/Faculty_and_Staff/Navigator_Online_Resource.aspxhttp://www.craftonhills.edu/Faculty_and_Staff/Applause_Form.aspxhttp://www.craftonhills.edu/~/media/Files/SBCCD/CHC/About%20CHC/Research%20and%20Planning/Research%20Reports/Other%20Research%20Studies/1112_Brief3_SuggestedImprovements.pdf


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58%

63%

49% 52% 50%

81%

60%

86%

78% 81% 76%71%

92%

81%

0%10%20%30%40%50%

60%70%80%90%

100%Fall 2010 Fall 2012


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74% 73%

91% 89%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CHC uses the results from the SLOs toimprove student learning

CHC uses the results from the SLOs toimprove programs and services

%

Agree/Strong

lyAgree

Fall 2010

Fall 2012


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Create one central repository for all SLO's. Currently, I havefour locations to which each SLO is recorded.

Right now the procedure for submitting seems to bewhatever you want, however you want, wherever you want.For faculty wanting direction, this is confusing. For anyonewanting to review outcomes for the institution, it is a barrier.

Streamlining outcomes assessment is the most importantpart. As a faculty member, I am always assessing mymethods, and make changes accordingly. The SLOs helpwith that, although they are extra work for the most part.

The outcomes assessment process continues to grow andimprove; however, I think that we can continue to make thereporting process easier.


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44%

32%

49%

66%

52%57%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Communication acrosscampus is timely and accurate.

Communication &understanding among the

different employeeconstituency groups at CHC is

sufficient.

Best practices are sharedeffectively at CHC.

%

Agree/Strongl

yAgree

Fall 2010

Fall 2012


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Although communication has improved somewhat, there

is still the feeling that any input we may have really isn't

taken into consideration when decisions are being made,

even when the decision directly affects our job. There

are also times when we are told of a decision that wasmade without seeking any input from the person or area

that will be affected the most.

Communication is improving.


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One thing that is new is the prevalence of newness, the changingscale and scope of change itself, so that the world alters as we walkin it. ~ Robert Oppenheimer

Today, loving change, tumult, even chaos is a prerequisite for

survival, let alone successchange by everyone requires adramatic increase in the capacity to accept disruption. ~ TomPeters

If you do not change direction, you may end up where you areheading. ~ Lao Tzu

Change will not come if we wait for some other person or someother time. We are the ones we've been waiting for. We are thechange that we seek. ~ Barack Obama

Change is the only constant.


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Personal Change: Intentional, purposeful

adoption of new thoughts & behaviors

Organizational Change: Adoption of new ideas

or behavior by an organization in response toopportunities or threats


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No sense that it is needed

Short term thinking

Sense of loss

Comfort zones

Personal habits and characteristics


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Question Yes No

1. Are you currently using the latest version of software on

your home computer?

2. Have you driven to work using a different route in the

last 3 months?

3. Have you taken a new workshop?

4. Have you tried new food in the past 6 months?

5. Have you changed the arrangement of your furniture?

6. Have you read a new publication the past year?

7. Have you changed your hair style or color?


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Activists

Thrill Seeker

Idea Generator

Pot Stirrer

Rivals

Naysayer

Traditionalist

Passive Aggressive

Disengaged


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Denial


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Awareness


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Perceived Need


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Resistance


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Action


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Commitment


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Recognize formal and informal leaders

Provide opportunities for participation and

leadership at all levels of the organization

Include and retain students and staff on keycommittees

Provide vision

Communicate, communicate, communicate! Look at both technical and human systems

Celebrate successes


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Lack of vision

Lack of understanding

Too much change at ounce

Lack of clear communication

Poor management of resistance

All talk and no action

Internal focusLosing sight of the customer

Not including key people


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What Didnt Work? What Worked?

Trying to do everything Hiring a consultant (Relieved workload and helped

with facilitation of process)


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Communicating in only

one format

Communication needs to happen often, occur in

as many formats as possible, and be repeated

over and over again


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one format



over and over again

Assuming that people will

notice when their idea was

implemented

Need to specifically credit people for their

suggestions individually and in public whenever

the opportunity presents itself


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one format



over and over again



implemented




Looking at only

quantitative information

Qualitative information from open-ended surveys

and workshops is often the most informative


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one format



over and over again



implemented




Looking at only




Holding open workshops Getting on the agenda at multiple committee

meetings and presenting the same information

multiple times


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one format



over and over again



implemented




Looking at only




Holding open workshops Getting on the agenda at multiple committee

meetings and presenting the same information

multiple times

Ignoring the challenges

that go along with change

Planning for the challenges that go along with

change and devising strategies prior to change


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Managing crises and cultural change take a lot

of work

Be strategic and thoughtful

Keep watch on the organizations pulseHold people accountable

Communication must be systemic and

continuous Include as many people as possible

Pick your battles

Take care of yourself


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Keith Wurtz

o Crafton Hills College

o Dean, Institutional Effectiveness, Research & Planning

o 909-389-3206

o [email protected]

Cheryl Marshall

o Crafton Hills College

o Presidento 909-389-3200

o [email protected]

what worked? what didn’t work? learning through continuous quality improvement

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