1. Portfolio Assessment: “If it Can’t be Measured, it Can’t be Managed” Walt Sevon Director, Classroom & Learning Technologies Co-Director, Technology Systems Division George Mason University MS 5G1, Fairfax, VA 22030-4444 (703) 993-3548/wsevon@gmu.edu993-3548/wsevon@gmu.edu Copyright Walt Sevon, 2001. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. George Mason University DoIT Classroom Technologies Director Electronic Classrooms & A/V Academic Labs 5 FTE Network Services 1 FTE Johnson Center Technology 1.5 FTE A/V 1.5 FTE EC 4.5 FTE Arlington 2 FTE Classroom Technologies Organization

3. George Mason University Tips on the Portfolio Process It is an Iterative Process Build from the Bottom Up or from the Top Down “Align our Work with the Strategic Goals of the University” Discussions Should Include Everyone in the Organization Give Your People an Opportunity to Shine – Buy-in & Communication Gather the Statistics Every Month – Don’t Wait

4. Classroom Technologies 2001 Table of Contents Mission Organization Efforts to Improve Performance Accomplishments Areas Needing Improvement Goals for the Next 3 Years Unit Reports Survey Results Statistics Kudos

5. George Mason University If it Can’t be Measured, it Can’t be Managed Gathering Statistics What are the Results We are Seeking? To Demonstrate What We Have Done & Who We Serve To Measure Our Performance Baseline Success Breeds Problems in Gathering Statistics

6. George Mason University Statistics To Demonstrate What We Have Done & Who We Serve –Equipment Usage –Student Visits to the Labs –Copies Printed in the Labs –Classes Supported –Web Statistics To Measure Our Performance –Server Up Time –Client Satisfaction – Measured by Surveys

7. George Mason University “…it is difficult to shift the focus of a university IT organization from particular technologies to the services these technologies produce. The only way to accomplish the latter is to make the former responsible for the quality … of their services ” Peebles, Voss, Stewart, Workman, (Indiana 2001) Measuring Quality, Cost, and Value of IT Services Portfolio Development Implies Change

8. George Mason University What’s The Point of the Process? To Improve Services To Respond Properly to our Clients To Improve Communication To Do the Right Things To Empower our People To Move From a Culture of Anecdotes to a Culture of Evidence To Allocate Resources Based on Demand