1 Metrics and Measures and Dashboards, OH MY! The Challenges of developing a Quality Program for IT (Information Technology) Monte Luehlfing, M.S. Assistant Director – Information Systems University of Mississippi Medical Center 6/11/2007 Educause SouthEast Regional Conference Copyright Monte Luehlfing 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 Intro Who am I? Who am I? UMMC DIS Asst Dir - Information Systems UMMC DIS Asst Dir - Information Systems Involved in dashboard development and quality improvement efforts within my area Involved in dashboard development and quality improvement efforts within my area

3 Intro Goals of the session Goals of the session Discuss importance of measurement Discuss importance of measurement Discuss measurement ideas Discuss measurement ideas Discuss ways of "marketing" the measures and related tools Discuss ways of "marketing" the measures and related tools Detail process used and the initial results from these efforts Detail process used and the initial results from these efforts Discussion of audience experiences and “take- aways” Discussion of audience experiences and “take- aways”

4 Intro Measurement and Management Measurement and Management “If you can’t measure it, you can’t manage it!” “If you can’t measure it, you can’t manage it!”

5 Background Info Background at UMMC/Drivers for Project Background at UMMC/Drivers for Project Covey’s “4 Disciplines of Execution” and “7 Habits” Covey’s “4 Disciplines of Execution” and “7 Habits” WIGs WIGs Core Team definition Core Team definition Desire to establish an environment where every employee knows how his/her efforts impacts the goals and mission of the organization Desire to establish an environment where every employee knows how his/her efforts impacts the goals and mission of the organization

6 Process Process discussion Process discussion Initial Brainstorm Initial Brainstorm Development of "slogan" Development of "slogan" Presentation of ideas Presentation of ideas Development of WIGs per area Development of WIGs per area Core Team Goal Core Team Goal Relationship between WIGs at various levels Relationship between WIGs at various levels

7 Advantages Visibility  Results Visibility  Results Motivational devices Motivational devices Better performance Better performance "Marketing Information" "Marketing Information"

8 Challenges Development of WIG ideas Development of WIG ideas Buy-in from rank and file Buy-in from rank and file Measurement tools Measurement tools Tools for dashboard creation Tools for dashboard creation

9 Conclusion Worthwhile endeavor Worthwhile endeavor Find some quick wins Find some quick wins Goals of the session Goals of the session Discuss importance of measurement Discuss importance of measurement Discuss measurement ideas and process Discuss measurement ideas and process Discuss ways of "marketing" the measures Discuss ways of "marketing" the measures Importance to other institutions/ “Take Aways” Importance to other institutions/ “Take Aways”

10 Questions/Answers/Discussion Follow-up Follow-up Action items Action items

11 Tools/Resources “Mind Manager” from Mindjet “Mind Manager” from Mindjet Excel Excel Helpdesk System (CA ServiceDesk) Helpdesk System (CA ServiceDesk) Project Management System (MS EPM) Project Management System (MS EPM) Availability System (Access – homegrown) Availability System (Access – homegrown) “Xcelsius” from Business Objects “Xcelsius” from Business Objects Products listed do not constitute an endorsement, these are just what we used. Products listed do not constitute an endorsement, these are just what we used.