Paradise by the dashboard light': working with a simple PDCA cycle at Avans University of Applied Science

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Liber Conference, Barcelona, June 2012.

In view of all the reorganisations and budget cuts we see everywhere; I would like to share our experiences in working with a simple PDCA cycle. I work at the Learning and Innovation Centre (LIC) of the Avans University of Applied Science in the Netherlands. Avans has opened three Xplora’s (Learning Centres) in 2006 and 2007. The traditional library has changed into a learning-centre and now resides under the LIC. Since 2005 a new organizational structure and new working-arrangements with faculty staff have been set up. The LIC has 85 fte staff divided over 7 teams.

In 2009 we started with an experiment introducing a new and more effective way of reporting to our executive board. We designed a simple ‘dashboard’ on which at a glance one can see how the Learning and Innovation centre is doing on a quarterly basis from the perspective of the Balanced Score Card (financial, customer, internal and Innovative).

Commissioned by the executive board in 2009 we also developed an activity-based budget model applied to each team. Thus we set up a PDCA cycle. We adopt KPI’s, not only for the LIC as a whole but also for each team. The aim was not only to deliver information to the executive board but also for ourselves to have more objective information about our own organization. We introduced the KPI and dashboard for all our teams. Our executive board only get’s a copy of the main dashboard which is composed of the dashboard from the different teams.

We also introduced simple time schemes for our staff. With the information from these time schemes we can check if the time we planned to spend on activities in practice really was spent and also the progress being made each quarter. The PDCA-cycle we set up is not complicated and is easy to use. We are very pleased with what we have done because we now have more objective management information.

Important to mention is that we developed this tool only for improving processes and not as a control instrument directed at staff!

The Executive Board is pleased with the new way we submit the different necessary documents and the way we do our updates every quarter. Because we now have much more meaningful information about our performance we also are very content with it and because everything now is transparent, we can easily demonstrate how we invest Avans’ money and this makes the discussion with our board much easier.

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Paradise by the dashboard light': working with a simple PDCA cycle at Avans University of Applied Science

  1. 1. ‘Paradise by the dashboard light’ working with a simple PDCA cycle at Avans University of Applied Sciences Ellen Simons Learning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 1
  2. 2. Learning and Innovation CentreAvans University of Applied Sciences• 3 locations• 24.000 students• 103 bachelor‟s programs• 5 master‟s programs• 22 research groups• 2.000 staff• 1 Learning and Innovation Centre Den Bosch Breda Tilburg LIBER 40th Annual Conference 29 June 2011 2
  3. 3. Avans University of Applied Sciences Learning and Innovation Centre Executive board Staff19 Schools Learning & 4 Support Units- Engineering & ICT Innovation - ICT & Facility- Business Centre management- Law - Finance & Student- Health administration- Education - Human Resources- Social studies - PR & Communication- Art LIBER 40th Annual Conference 29 June 2011 3
  4. 4. Learning and Innovation Centre Organizational chart Learning and Innovation Centre Consultancy (13 fte) Research & Evaluation (5 fte) Quality management & Organizational development (6 fte) Management Virtual Learning Support (9 fte) Information Provision & Collection Management (27 fte) 90 fte’s 120 staff working in Services & Support (11,5 fte)Breda, Den Bosch and Tilburg Information Services (8 fte) LIBER 40th Annual Conference 29 June 2011 4
  5. 5. Learning and Innovation Centre Aim PDCA-cycle • Streamlining • Discipline • Transparancy Diagram by Karn G. Bulsuk (http://blog.bulsuk.com)LIBER 40th Annual Conference 29 June 2011 5
  6. 6. Learning and Innovation Centre Quality system • Basic quality system (2009- ) –Implement PDCA-cycle parallel to P&C-cyclus Avans –Perspectives of the Balanced Score Card required • Institutional audit in 2013 –quality assurance systems of the support departments critically examinedLIBER 40th Annual Conference 29 June 2011 6
  7. 7. Learning and Innovation Centre Plan: Design or revise business process components to improve resultsLIBER 40th Annual Conference 29 June 2011 7
  8. 8. Learning and Innovation Centre Planning process Businessplan Mission/goals Avans Hippo- Avans campus & ICTLong-term policy Business- plan Avans Plans LIC2011-2014 Schools LIBER 40th Annual Conference 29 June 2011 8
  9. 9. Learning and Innovation CentreBusiness Plan 2011 Vision Mission Targets Strategy Activity Targets budget Results +Business Plan 2011 Staff planning 2011-2014 LIBER 40th Annual Conference 29 June 2011 9
  10. 10. Learning and Innovation CentreFrom Business Plan to team activity Plans Vision Mission Targets StrategyBusiness- Training plan 2011 Formation Team- activity plans LIBER 40th Annual Conference 29 June 2011 10
  11. 11. Learning and Innovation CentreBusiness Plan 2011 Vision Mission Targets Strategy Targets Results + Activity budgetBusiness Plan Staff planning 2011 2011-2014 LIBER 40th Annual Conference 29 June 2011 11
  12. 12. Learning and Innovation CentreOld: regular budget 2010Example: team Information Services LIBER 40th Annual Conference 29 June 2011 12
  13. 13. Learning and Innovation CentreNew: Activity budget 2010:team Information Services LIBER 40th Annual Conference 29 June 2011 13
  14. 14. Learning and Innovation Centre Do: Implement the plan and measure its performanceLIBER 40th Annual Conference 29 June 2011 14
  15. 15. Learning and Innovation Centre Janssen, Paula Timesheet June 2010Activities LIBER 40th Annual Conference 29 June 2011 15Total hours
  16. 16. Learning and Innovation CentreNew: Activity budget 2010:team Information Services LIBER 40th Annual Conference 29 June 2011 16
  17. 17. Learning and Innovation Centre Check: Assess the measurements and report the results to decision makersLIBER 40th Annual Conference 29 June 2011 17
  18. 18. Learning and Innovation CentreAccountability Discussion Executive board Avans Management LIC Team-managers LIC Staff LIC LIBER 40th Annual Conference 29 June 2011 18
  19. 19. Learning and Innovation CentreIntroducing the dashboard• Overview of performance figures on a quarterly basis• More effective way of reporting• Accountability of – Meeting specified goals – Realization Business Plan• Goals and results on the basis of agreed performance indicators• General dashboard for executive board and internal dashboards per team LIBER 40th Annual Conference 29 June 2011 19
  20. 20. Learning and Innovation Centre Internal/ Financial Organizationperspective perspective Customer Innovative/perspective learning Critical Critical perspective Success Success Factor FactorLIBER 40th Annual Conference 29 June 2011 20
  21. 21. Learning and Innovation Centre Dashboard: Customer perspective • Goals and activities focussed on customers • Xplora/Learning Centre: –Customer satisfaction Xplora –Total visitors • Virtual Learning Environment „Blackboard‟ – Customer satisfaction –Total visitors Black BoardLIBER 40th Annual Conference 29 June 2011 21
  22. 22. Learning and Innovation CentreDashboard: Customer perspective LIBER 40th Annual Conference 29 June 2011 22
  23. 23. Learning and Innovation Centre Dashboard: Financial Perspective • Staff in fte‟s –Permanent and temporary –Total available fte’s –Flexible part fte’s –Average staff costs • Regular operation cost –Staff costs –Total regular income –Total regular expenses –Achieved operating-balance –ProjectsLIBER 40th Annual Conference 29 June 2011 23
  24. 24. Learning and Innovation CentreDashboard: Financial perspective LIBER 40th Annual Conference 29 June 2011 24
  25. 25. Learning and Innovation Centre Dashboard: Internal perspective • Hours registered • Percentage of hours spent • Reduce absenteeism • Employee satisfactionLIBER 40th Annual Conference 29 June 2011 25
  26. 26. Learning and Innovation CentreDashboard: internal perspective: hours LIBER 40th Annual Conference 29 June 2011 26
  27. 27. Learning and Innovation CentreDashboard: internal perspective: percentage LIBER 40th Annual Conference 29 June 2011 27
  28. 28. Learning and Innovation CentreActivities Learning and Innovation Centre Plus services General Innovation projects Business Training Services LIBER 40th Annual Conference 29 June 2011 28
  29. 29. Learning and Innovation Centre Dashboard: Innovative/learning perspective • Goals and activities in Business plan focused on innovation • Number of visited conferences • Number of external presentationsLIBER 40th Annual Conference 29 June 2011 29
  30. 30. Learning and Innovation CentreDashboard: Innovative/learning perspective LIBER 40th Annual Conference 29 June 2011 30
  31. 31. Learning and Innovation Centre Act: Decide on changes needed to improve the processLIBER 40th Annual Conference 29 June 2011 31
  32. 32. Learning and Innovation CentrePlan: Design or revise businessprocess components to improveresultsLIBER 40th Annual Conference 29 June 2011 32
  33. 33. Learning and Innovation Centre Near future 2011-2012 • Introduction of analysis and reflection according to the C of the PDCA-cycle • Preparation institutional audit in 2013 –quality assurance systems of the support departments critically examined • Enhanced quality –Where do we want to excel?LIBER 40th Annual Conference 29 June 2011 33
  34. 34. What users concludeLIBER 40th Annual Conference 29 June 2011 34
  35. 35. Learning and Innovation Centre “ Its a iterative working routine that is constantly improved, which for me as a member of the board is getting more convenient all the time and allows me to understand where the LIC stands and where it is headed”.drs. M.M.J. Kamsma MBA/MBIMember executive boardAvans University of Applied Sciences LIBER 40th Annual Conference 29 June 2011 35
  36. 36. Learning and Innovation Centre “Its trustworthy if an organization as LIC governs her own processes in enough detail to see things they ought to see for their own sake, and mature enough for me to give understanding how things develop in risk and control as a whole”.Henri VossenConcern ControllerAvans University of Applied Sciences LIBER 40th Annual Conference 29 June 2011 36
  37. 37. Learning and Innovation Centre “The situation changes daily, so youve got to keep your finger on the pulse”.Rien BrouwersDirectorLearning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 37
  38. 38. Learning and Innovation Centre “The PDCA gives me clarity and overview”.Linda BrouwersTeammanagerLearning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 38
  39. 39. Learning and Innovation Centre "Working with the PCDA- cycle provides insight, information and guidance about my team. It promotes making strategic choices”.Sandra BrocxTeammanagerLearning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 39
  40. 40. Learning and Innovation Centre Fear: “I didnt know I spend that incredible amount of hours on information skills workshops”. Relief : “I spend much more time than I thought on advising schools”. Insight: “I really need to delegate some activities, organize them differently or even stopNiek Van Hoof-Verhagen some activities”.Information specialistLearning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 40
  41. 41. Learning and Innovation Centre “Necessary adjustments to processes can now be based on objective information”.Ellen SimonsDeputy DirectorLearning and Innovation Centre LIBER 40th Annual Conference 29 June 2011 41
  42. 42. Learning and Innovation Centre Recommendations • Keep it simple • Don‟t use it as a top- You learn, we support Learning and Inn ovation Centre Factsheet 2010 down control Mission and Goals Innov ate Learn Supported innovation projects in 14 Hosted 1.4 mil lion visitors in Xplora We actively work on an faculties Added 6,700 books, 660 subscriptions inspiring learning and working Supported 9 university -wide strategic and 40 databases to collection of instrument for staff environment in which projects educational resources lecturers, students and other Provided application support to 4 158,000 resources borrowed professionals meet in Associated Degree programs Provided 189 guided tours in Xplora innovative learning processes. Developed Master plan Virtualization Provided 448 introductions to Xplora for 6 engineering faculties Facilitated 3.3 mil lion visitors, 10,000 As a unique combination of Provided support to 6 faculties for courses, 9,650 digital portfolios and 1.4 teams of content experts and assessment improvement million documents in Blackboard high quality facilities : Introduced principles of Cognitive Load Facilitated Online Languages Training Theory in propaedeutic program of and MS- Office training for faculties 1. We advise Avans University school of management Published dissertation by students from • Produce a factsheet on relevant developments. Conducted 4K video project 13 schools in the national repository Hosted 97 videoconferen ce sessions Checked 18,000 papers fo r plagiarism 2. We encourage and support Recognized by the Dutch Knowledge innovation in learning and Advise with facts & figures! Centre for Prior Lear ning Assessment teaching. and Recognition Hosted 27 decision room sessions Conducted 33 advisory processes on 3. We promote excellence in Excell quality assurance learning and teaching. Hosted annual educational conference Provided extensive support on the and three theme sessions for university accreditation process for 13 majors 4. We provide a powerful faculty and staff Provided support for the development learning and working Hosted 35 study days for schools and implementation of two new bachelor environment. Provided educational training for 267 programs lecturers Conducted 13 preliminary accreditation The Learning and Innovation Provided 50 individual lecturer audits Centre provides an integrated consultations Started preparation for the institutional learning environment: the Provided 484 information literacy audit physical environment Xplora workshops Conducted 40 research projects combined with the virtual Hosted visits from domestic and including the student satisfaction survey environment of Blackboard foreign guests Developed retention scan on school and Presented at 52 national and university level international conferences Provided coordination on accreditation processes and develo ped educational guidelines Attended 118 domestic and international conferences PO Box 90.116, NL-4800 RA Breda, http://lic.avans.nlLIBER 40th Annual Conference 29 June 2011 42
  43. 43. Learning and Innovation Centre Further Information:  Ellen Simons E-mail: pmg.simons@avans.nl  Slideshare http://www.slideshare.net/pmgsimon/  Facts and Figures Learning and Innovation Centre 2010 http://lic.avans.nl/index.php/en/over-het-lic/facts- and-figuresLIBER 40th Annual Conference 29 June 2011

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