Program Review Utilizing CAS Principles with Lean Six Sigma Tools Jo Campbell Bowling Green State University American College Personnel Association Annual Convention April 1, 2014

Outline Introduction and background of presenter Overview of CAS principles and program review What is Lean Six Sigma (LSS)? What are LSS tools? Case studies using LSS tools as applied through program review via small groups Tying together planning, LSS tools, resource allocation, CAS principles, and assessment Roundtable: How does this apply at your institution? How have you made assessment part of your culture? How have you established and sustained program review and other ongoing assessment efforts? Questions and answers The presenter’s expertise utilizing the concepts discussed in this program come from extensive use of the CAS principles throughout 30+ years of professional experience four courses at the doctoral level in Quality Systems development of a model project employing LSS in program review.

Learning Outcomes By attending, participants will be able to: identify the constructs of lean six sigma tools, CAS principles, and program review learn how to apply lean six sigma tools with CAS principles in program review elicit ideas from colleagues at other institutions to explore how they have established and sustained program review and other ongoing assessment efforts

Copyright © 2013 CAS Housing and Residential Life Programs Standards Included in the 8th Edition are: Academic Advising Programs Adult Learner Programs and Services Alcohol, Tobacco, and Other Drug Programs Assessment Services Auxiliary Services Functional Areas Campus Activities Programs Campus Information and Visitor Services* Campus Police and Security Programs* Campus Religious and Spiritual Programs Career Services* Clinical Health Services College Honor Societies College Unions Commuter and Off-Campus Living Programs Conference and Event Programs* Counseling Services* Dining Services Programs Disability Resources and Services Education Abroad Programs Fraternity and Sorority Advising Programs Graduate and Professional Student Programs and Services Health Promotion Services   Housing and Residential Life Programs International Student Programs and Services Internship Programs Learning Assistance Programs Lesbian, Gay, Bisexual, and Transgender Programs and Services* Masters-Level Student Affairs Professional Preparation Programs Multicultural Student Programs and Services Orientation Programs Parent and Family Programs* Recreational Sports Programs Registrar Programs and Services Service-Learning Programs Sexual Assault and Relational Violence Programs* Student Conduct Programs Student Leadership Programs Transfer Student Programs and Services* TRIO and Other Educational Opportunity Programs Undergraduate Admissions Programs and Services* Undergraduate Research Programs Veterans and Military Programs and Services* Women Student Programs and Services  * - New or Revised since 2009 Edition Founded in 1979, with 11 associations, now 39 higher education associations each have a representative on the CAS Board Copyright © 2013 CAS

CAS Framework for Program Review Contextual Statement Self-Assessment Twelve Components of Standards and Guidelines Mission Diversity, Equity, and Access Program Institutional and External Relations Organization and Leadership Financial Resources Human Resources Technology Ethics Facilities and Equipment Law, Policy, and Governance Assessment and Evaluation Criterion Measure Rating Scale Does Not Apply—Unable to Rate—Does Not Meet— Partly Meets—Meets—Exceeds—Exemplary ND 0 1 2 3 4 5 Make CAS materials available to all appropriate staff Ask people in the unit to rate the twelve components of the standards & use artifacts Combine or average scores with a larger unit Internal review committee—compile and develop action plan External review committee—make recommendations Copyright © 2013 CAS

STEPS IN PROGRAM REVIEW Make standards’ (CAS in this case) materials available to all appropriate staff Ask people in the unit to rate the twelve components of the standards Use artifacts and website links Combine or average scores for a larger unit Internal review committee—compile and develop action plan External review committee—submit report including recommendations for improvements Unit directors communicate findings with staff and incorporate action plan and recommendations into annual report, goals, and/or strategic plan Use of vendor (e.g., CampusLabs) Options for external review—use people at institution outside of unit Moving forward with recommendations: planning, financial considerations, timetable

σ Lean is reducing waste through What Is Lean Six Sigma? A decision-making strategy for problem solving and process improvement using tools that provide a structure to add value and reduce waste Lean is reducing waste through continuous incremental improvement and involvement of people resulting in delivering value to your customer ± 3 standard deviations σ Originating in manufacturing Lean is reducing waste—cut down wait time, fewer steps, moving a process online Six sigma—reduce variation, improve process capability hemenparekh.wordpress.com

LSS Organization Structure Sponsor LSS Projects Train others on LSS Lead LSS Projects Use LSS tools Awareness of LSS thelsssa.org If you hear the terms black belt, etc. you have a framework for understanding the bigger picture LSS Organization Structure

How does using LSS help in your assessment efforts? 2. Isn’t this just adding more work to an overloaded plate? Find a root cause of a problem—example residence hall move-in, long wait times If you add more efficiency and effectiveness, less time handling administrative tasks. Example administrative hiring. Involve more people in the process. Example: give line staff and students a voice

DMAIC expertrating.com Define Develop the capacity to build a template for program review to be completed in Compliance Assist software using the principles of the Council for the Advancement of Standards (CAS). 5/29 to 6-16-13 Measure Installation and training is complete for Compliance Assist and program review timeline is finalized for all units in rotation. 6/17 to 6/30/13 Analyze Use one unit in student affairs to go through all the steps of program review, apply the data in Compliance Assist, and develop a prototype other units can adapt. 7/1 to 7/14/13 Improve CAS principles are adopted by all units as aspirational goals to achieve as documented in program review. 7/15 to 7/31/13 Control As program review reveals gaps in programs or services, a continuous feedback loop works to change offerings and delivery of programs and services to better meet the customer needs. 8/1 to 8/15/13 DMAIC Tools of LSS provide a framework to get our work done in a systematic way expertrating.com

5 Ws Sometimes a 6th question is How did it happen? edrawsoft.com

Date Last Modified/Updated Software installation Status / Legend   Behind = Behind Updated By: Jo Campbell Date Last Modified/Updated 7/14/2013 OK = OK Team Leader: Jo Campbell Complete = Completed Tool/Phase Being Completed: 24 Project Title: Program Review Task Schedule Task Timing Status Initiative Responsibility Date Target Close Opened Original Modified Software installation Compliance Assist is installed on Campus Labs platform ITS 6/3/2013 6/14/2013 Compliance Assist training Staff doing program review first are trained on Compliance Assist software Campus Labs 5/29/2013 6/30/2013 6/20/2013 Program Review timeline set Five-year rotation for program review for all student affairs units is established Unit directors 5/1/2013 Template drafted Create step-by-step guide to do program review Jo Campbell 7/23/2013 CAS principles adopted Every department reviews CAS principles and agrees to use them in program review and day-to-day operations 7/15/2013 7/31/2013 Program Review results used Data from program review assessment is used to improve programs and services for customers 8/1/2013 8/15/2013 2.1.0 PDCA (Plan Do Check Act) Overall plan and status update on your project

3.2 Workplace Audit Snapshot in time Framework to organize information and plan for the future

3.11 Ongoing Process Control Plan (OPCP) Phase Process steps Assessment Committee Characteristics Methods   Product/Process Evaluation Measurement Control Reaction Plan No Product Process Specification/ Tolerances Technique Method 1 Capacity building Committee retreat Training CampusLabs Presence Attendance sheet Divisional requirement Replace members consultant & participation 2 Compliance Assist (CA) ITS Software Installed via web Work order Software on In queue Notify ITS supervisor software installation computers 3 CA training 6 pilot study staff Web-based Online synchronous Scheduled with consultant Audio check-in Notify supervisor program training from CampusLabs 4 Program review Unit directors Calendar set Staff meeting Agreement among directors Calendar published rotation timeline approved Another framework to organize your steps for completion of program review Think ahead about what could go wrong and how to compensate

4squareviews.com SIPOC for program review Suppliers: Staff, CAS standards, software Inputs: Artifacts, websites, documentation Process: Self-study, internal reviewers, external reviewers Outputs: Reports from self-study, internal reviewers, external reviewers, final report and strategic plan Customers: Stakeholders interested in your program review (students, parents, college administration, other units in our division, etc.) 4squareviews.com

Case Studies—choose one from each column and discuss ways to accomplish the program review tasks with LSS tools. 43 CAS Standards Apply Lean Six Sigma tools to program review. Assessment Services DMAIC (define/measure/analyze/ CAS materials improve/control) available to staff Campus Activities 5 Ws (who, when, where, why, Rate 12 elements of self- what) study Housing & Res. Life PDCA (plan, do, check, act) Artifacts & web links Student Conduct Workplace Audit (sort, set in order Internal review shine, standardize, sustain) Career Services Benchmarking External review TRIO Ongoing Process Control Plan Use findings & recommen- dations SIPOC (suppliers, inputs, process, outputs, customers)

Assessment & evaluation Strategic planning Connecting unit & division to institutional purpose CAS principles Using CAS through the Lean Six Sigma lens with the goals of continuous improvement & accountability Lean Six Sigma tools Resource allocation Enables leaders to make data-driven decisions Assessment & evaluation Mission Vision Values Continuous improvement and accountability: language other institutional stakeholders may value

Roundtable Discussion How does this apply at your institution? How have you made assessment part of your culture? How have you established and sustained program review and other ongoing assessment efforts?

Questions? Jo Campbell joc@bgsu.edu

REFERENCES Balzer, W. K. (2010). Lean higher education: Increasing the value and performance of university processes. New York, NY: CRC Press. Council for the Advancement of Standards in Higher Education (2013). Mission statement. Retrieved from http://www.cas.edu/ Council for the Advancement of Standards in Higher Education (2012). CAS professional standards for higher education (8th ed.). Washington, DC: CAS. Mullendore, R. H., & Wang, L. (1996). Tying resource allocation and TQM into planning. In W. A. Bryan (Ed.), Total quality management: Applying its principles to student affairs: New directions for student services (pp.45-56). San Francisco, CA: Jossey-Bass. Ostroth, D. D. (1996). Comprehensive program review: Applying TQM principles. In W. A. Bryan (Ed.), Total quality management: Applying its principles to student affairs: New directions for student services (pp.57-69). San Francisco, CA: Jossey-Bass. Sinn, J. W. (2006). Team building, leadership, communicating the project and change. Lean Six Sigma Quality Transformation Toolkit (LSSQTT Tool #1), courseware content. Retrieved from http://www.bgsu.edu/colleges/technology/faculty/sinn/TQTT.htm