Constructing and Implementing an Outcomes Assessment Plan ... · AACRAO - Denver 2014 Session ID: ### Session Rules of Etiquette •Please silence your cell phone/pager •Please

Constructing and Implementing an

Outcomes Assessment Plan in the

Admissions or University Registrar Office

Heidi Hoskinson, Friends University

Tuesday, April 1, 2014 – Good Morning

Session ID T1.2052

AACRAO - Denver 2014 Session ID: ###

Session Rules of Etiquette• Please silence your cell phone/pager

• Please complete the session evaluation using the AACRAO

mobile app or the paper form in your registration packet, drop

boxes are available throughout the convention center.

• If you must leave the session early, please do so as discreetly as

possible

• Please avoid side conversation during the session

Thank you for your cooperation!


Introduction

• A little about Friends University, me and my passion for assessment, quality improvement and effectiveness.


Learning Outcomes of this session:

• Participants will review 6 basic assumptions related to outcomes assessment.

• Participants will be able to outline a 7 component structural outcomes assessment model that you can implement in your department

• Participants will create a simple mission statement

• Participants will see tools that one department used to implement an outcomes assessment system.

Six Basic Assumptions


• Assessment is stakeholder-focused and outcome-oriented.

• People are assessment’s most precious resource.

• Individuals must produce specific, measurable outcomes.

• There must be accountability.

• Understand the difference between and the importance of leadership and management.

• Understand the difference between being efficient and being effective

Seven Components of an

Assessment System


Deploy your GPS

• Developing a clear organizational direction

• Declare the philosophy and values that drive your

dept.

• Get everyone moving in the same direction.


Outcome your Mission

• Declare where your dept. is heading and what you plan to achieve.

• Be specific.

• Be applicable – usable in everyday ops.

• Be memorable – 5 to 15 words.

• Be Outcome-Oriented vs. Process Oriented


Examples: Process or Outcome?

• Provide outstanding academic advising to enrolled students.

• Keep people out of the President’s office.

• Advisees graduate in four years.

• Make it easy for students to do business with the University.

• Distribute financial aid in a timely fashion.


Audience Participation:• Take a shot at creating a 5-15 word mission

statement for your department, a project you are

working on or yourself (yes, we can have personal

missions! )

• If you are comfortable, share with your neighbor.

• Volunteer to share some of the fun ones.


People Power• Empower the people to stay the course.

• Know the difference between management and leadership

• Remember – most people want to do a great job.

• Selection and Development; Performance Assessment; Rewards and Recognition


Plan your Work

• Planning = where you want to go and how you want to

get there.

• Strategies = what an organization needs to do to be

successful.

• Tactics = tasks/actions that operationalize the strategy.

• In writing, keep it simple and ‘plan-by-doing’


Work Your Plan

• Per person = specific, measurable outcomes

• Agreement on everyone’s outcomes

• Accountability

• Follow-up

• Unique contributions valued

• Execution


Be Resourceful

• Share your results

• Benchmark to measure progress

• Interact with stakeholders

• Find partners

• Re-engineer processes


Metrics, Data & Indicators – Oh my!

• Stakeholder expectations = metrics

• Actionable data

• Goals = how success is measured

• Targets = day-to-day work guide

• KSI = THE operational success measure

How We Did It


Our Mission

• To provide exemplary service while ensuring that

academic student records are created, maintained,

certified and protected with integrity,

professionalism and care.


Benchmarking Surveys

• Faculty – internally created

• Students – Noel Levitz


Analyzed the DataREGOff I S NBTJ I S NBTJ I S NBTJ

Registrar's

Office

The Registrar's Office does a good job of

meeting the service needs of faculty.

There is good communication between faculty

and the Registrar's Office.

I feel respected when I interact with the staff

in the Registrar's Office.

4.533333 3.933333 0 4.448276 4.068966 1 4.321429 4.25 1

0.6 0.37931 0.071429

The communication I have with the Registrar's

office is valuable.

The staff in the Registrar's office are

knowledgeable about the services they

provide.

The staff in the Registrar's office are

responsive to questions or issues that I have.

4.296296 4.185185 2 4.535714 4.259259 2 4.423077 4.384615 3

0.111111 0.276455 0.038462

The staff in the Registrar's office respond to

my emails and phone calls in a timely manner.

4.5 4.384615 3

0.115385


Made Action Plans


Outcomes Outcome One Outcome Two Outcome Three

Name Outcome

What will you use to

measure outcome?

Where will you collect

the measure of

outcome?

What supporting or

contradicting evidence

might you have?

How will you know if

the outcome is positive

or negative?


Executed the Plan

• Shared the survey results and plans with stakeholders

• Designated Action Plan Champions

• Bi-Monthly Progress Reports

• Celebrated Project Completions


Checked Our Work

• Measured Improvement via survey data

• Used new data to start new plans


Summary• Using an Outcomes Assessment structure allows you to:

• Focus on your stakeholders and deliver the outcomes they expect and value

• Better focus your department on specific success factors

• Save time and money = achieving results

• Get everyone in your unit on the same page

• Be in control of your own destiny ! (to some extent )


Questions?

We’ve covered a lot!


Thank You!Heidi Hoskinson

[email protected]

Please complete the session evaluation using the AACRAO mobile app or the paper form provided in

your registration packet.

Session ID T1.2052

Documents

Constructing and Implementing an Outcomes Assessment Plan ... · AACRAO - Denver 2014 Session ID: ### Session Rules of Etiquette •Please silence your cell phone/pager •Please