Continuous Quality Improvement
Continuous Quality Improvement
Tools are simply the mechanisms for assessing institutional performance. Principle 9a of Cornerstones notes that "The CSU will expand and/or develop mechanisms for assessing institutional performance in the areas of student achievement, student satisfaction, the quality of teaching and support services, administrative effectiveness, the provision of service to the community and to the state's economy and society, alumni satisfaction, employer satisfaction, and faculty and staff satisfaction." The following tools are mechanisms that have been provided by the CSU to assist universities in assessing their own performance.
A Quality Improvement Framework that focuses on goals in four areas: Financial, Customer, Internal Process and Innovation and Learning. (View samples: CSUSB A&F BSC and UCSD Business Affairs BSC.)
See "Performance Measurement". The process of using instruments that help facilitate the collection of data elements and formulating them into performance and operation measurements. The benchmarking focus has been on various administrative processes within the CSU.
A structure that encompasses quality improvement methods and tools to support campus strategic planning and missions, and aligns all QI efforts. Examples of various frameworks include:
The measuring of performance based on key indicators (benchmarks) for each specific functional area. The purpose of measuring is to give validity to current process(es), identify opportunities for improvement, and establish new measurement goals, as appropriate to the strategic goals of each campus.
A method to improve and stabilize processes. A flowchart that demonstrates the steps in a process, who performs each step and the cross-functional relationships. A process that maps the steps of an activity from the beginning of its process through the conclusion of the activity.
A six-step method to improve and stabilize processes as developed by the CSU QI.
An instrument to determine levels of satisfaction of customers (internal and external) developed to provide qualitative data to support the quantitative data collection and analysis efforts of performance measurement (or benchmarking).
Continuous Quality Improvement | California State University, San Bernardino
5500 University Parkway, San Bernardino CA 92407-2318 | 909-537-3430
Updated
| Josh Thomas
© 2009 California State University, San Bernardino. All rights reserved.