Below you will find suggested resources for initiating process improvements. Please check back regularly for updated information on available workshops and seminars, helpful how-to guides, and reading materials.

Introduction to Process Improvement Course

Join us for an introduction to process improvement through business process redesign principles, methodology, and tools; this approach is customer-driven, data-intensive, and results-oriented. The course will provide administrators and staff an opportunity to learn the methodology from the National Association of College and University Business Officers (NACUBO) for process improvement as well as an overview of project management techniques associated with the Project Management Institute. Performance improvements may include increased customer satisfaction, cost savings, streamlined processes, workflow mapping, and increased quality of services. Participants will be lead through the steps necessary to evaluate existing workflows, and be provided with the tools and techniques to initiate continuous improvement in their own departments.

Faculty and staff who are interested in: fostering an environment for continuous improvement; leveraging teams for change; mapping workflow and work processes; understanding continuous improvement methodologies, should attend this course.

Next Class Fall 2009 (TBA)

Tools, Articles, Templates and Information on Process Improvement

Resources requiring approval were republished with permission. For website linked resources, your browser will take you directly to the appropriate site. Books listed with an asterisk (*) are available in the PS Office for use. Please select a topic from the categories below:

History of Quality and Improvement

Starting An Improvement Initiative

Methodologies

Facilitation and Teams

Improvement Tools

Working with Teams

Change Management

Additional Resources and Peer Programs

History of Quality and Improvement :

• "In the Beginning, There Were Deming and Juran," by Phil Landesberg, The Journal for Quality & Participation, 1999.
  

Starting An Improvement Initiative:

• Planning an Improvement Project
  
• "Continuous Quality Improvement in Higher Education," by John Dew and Molly Nearing, American Council on Higher Education (ACE), 2004 (Book*) – An excellent resource on many issues in process improvement work such as assessments, strategic planning, benchmarking, facilitation, and measurement and feedback.
• "Business Process Redesign for Higher Education," by Dougherty, Kidwell, Knight, Hubbell and Rush, NACUBO, 1994. (Book*)
  
• "Process Reengineering In Action," by Richard Y. Chang, 1995. (Book*)

Methodologies:

• National Association of College and University Business Officers (NACUBO) Methodology - An overview of a Business Process Redesign methodology.
• Management Methodologies in Practice at U.Va. - PowerPoint Presentation on Balance Scorecard, Six Sigma and NACUBO BPR from the Advancing Improvement and Innovation Conference.
• Project Management Methodology (PMI) – PowerPoint Presentation from the Advancing Improvement and Innovation Conference.
  

Facilitation and Teams:

• Harnessing the Strengths of a Team - Helpful guide on effective team building techniques.
• The Role of a Facilitator - adapted from Brian Bell, former Director of Leadership Development Center at UVA, Introduction to Process Improvement Class–Information on the role and values of a facilitator and how they can function on a process improvement team.
• Using Teams More Effectively - Quality Endeavors, Issue #108, March 2008, Penn State University – information on creating a successful team environment.
• Team Dynamics in Process Simplification - PowerPoint Presentation from the Advancing Improvement and Innovation Conference.

Improvement Tools:

Process Mapping

• Process Mapping Software Tools - MS Visio or Casewise

• How to Use Focus Groups to Solicit Ideas and Feedback - Innovation Insights, Penn State University.
• Focus Groups: When and Why to Use by University of Wisconsin-Madison, Services for Planning & Improvement, Office of Quality Improvement.

• Using Surveys for Data Collection in Continuous Improvement - Innovation Insights, Penn State University.
• Survey Design - Getting The Results You Need

• The Benchmarking Exchange – A website of resources and information.

• Cost Benefit Analysis - how to guide on developing a cost benefit analysis to determine how well an action will turn out.
• Gap Analysis – Wikipedia guide to this business resource assessment tool.
• Work Breakdown Structure – Wikipedia guide to the use of this project management tool.
• Measuring What Matters – PowerPoint Presentation from the Advancing Improvement and Innovation Conference.
• Project Management Methodology (PMI) – PowerPoint Presentation from the Advancing Improvement and Innovation Conference.

• 10 Steps for Implementing Change - by Jeff Marsee, NACUBO June 2002
• Set In Your Ways? By Susan Jurow, NACUBO, February 2006
• Managing Change - PowerPoint Presentation from the Advancing Improvement and Innovation Conference.

Change Management :

Additional Resources and Peer Programs :

• Advancing Improvement and Innovation Conference (October 2008) - Videos of speakers and presentation content from breakout sessions.
• Academic Quality Improvement Program - A searchable database of improvement initiatives and innovative practices.
• University of Washington Quality Improvement Program
• Penn State - Office of Institutional Planning and Assessment
• University of Minnesota - Office of Service and Continuous Improvement
• University of Wisconsin Madison - Office of Quality Improvement
  
• National Consortium for Continuous Improvement in Higher Education NCCI is an organization committed to advancing administrative and academic excellence in higher education by identifying, promoting, supporting and sharing effective organizational practices among member institutions. To learn more about this consortium, please click on the following links:
  
  • Mission
  • About NCCI
  • Strategic Plan
  • Leveraging Excellence Program
  • Newsletters
  The University of Virginia is an institutional member, therefore all University faculty and staff are considered members. Membership privileges include reduced registration fees for events and programs; access to member-only resources; and opportunities to participate in the organizations governance through committee work.
  
  To subscribe to the mailing list or receive the newsletter and program announcements contact Kathy Smith at NCCI Headquarters email: ksmith@ncci-cu.org. Telephone: 860-586-7567 ext. 577.