Sample Design 2

Performance Gap Analysis (PGA)
Client
The UMBC Softball Program is a NCAA division I athletics program that is a
part of the greater University of Maryland, Baltimore County athletics
department and university. This program consists of 21 student-athletes
ranging fro ages 18-23, as well as, 3 coaches and 3 support staffers.
Background Information
The UMBC Softball Program’s coaching and support staff is in charge of the
maintaining, operating and staying within the given fiscal budget. In order to
operate correctly the budget must be supplemented by additional fundraising
throughout the year done by all UMBC Softball Program members. There are
4 major fundraising events throughout the fiscal year for the program. They
include a clinic, youth softball tournament, raffle ticket campaign and pledge
letters. While all members participate in fundraising the majority comes from
the student-athletes, therefore, the he client has requested to focus on the
student-athletes participation.
Methods
Data from the UMBC Marketing and Fundraising department indicated the
dollar amount of raised and participation of each student-athlete member of
the UMBC Softball Program for both the raffle tickets and the pledge letters.
The coaching staff provided the indicated dollar amount and participation for
both the clinic and the youth softball tournament. Team meeting and face-
to-face discussion with student-athletes gave a more in depth look at the
current opinion, position and goals for fundraising by the student-athletes.
Problem Statement
The UMBC Softball Program reports a significant drop in fundraising dollars
and participation, in particular, from its student-athlete members. The drop
contributes to lack of resources provided to the student-athletes by the

program due to insufficient funds.
Current State
Sixty five percent of student-athletes are reaching their fundraising numbers.
Future State
Ninety five percent of student-athletes will reach their fundraising numbers.
Delta
A thirty percent increase in fundraising efforts as reported by the UMBC
Softball Program coaches and support staff members.
Root Cause Analysis:
Problem Statement: The UMBC Softball program has a set annual operating
budget, but requires additional funds supplemented by fundraising. The
program has increased student-athletes and staff participation, but has fell
short of its necessary annual fundraising goals by a margin of 35 percent.
Method: Data collected by the UMBC Softball Program and the UMBC
Marketing and Fundraising Department from last year’s fundraising campaign
was examined to help determine the dollar and participation amount decline.
Interviews were held with individual focus groups of participants in order to
understand the causes of the performance issues in the previous year’s
campaign. In order to gain more prospective, groups were broken and
organized by student-athletes up by year in college (freshman, sophomores,
juniors and seniors). A full interview occurred with the entire group to
organize one full statement of the issues. The data from the documentation
and interviews was collected and organized under the categories that follow.
Factors Influencing Performance:
Information: Student-athletes all never learn if they hit their fundraising goals.
Freshman in particular are new to the experience and have little background

information. Student-athletes informed of a goal number, a due date and if
they are under or hit their goal number.
Structure/ Process: There is no formal structure for turning in donation money
or any raffle tickets sold. There is not sheet to sign to make sure there is dual
acknowledgement that the money has been turned in. Student-athletes are
not informed of the process on paper about how to handle or go about
fundraising. There are no policies or rules.
Resources: All groups reported that the environment or area for fundraising is
no specified. Most turn to parents, friends and the the local community
around UMBC. Parents are not a fundraising-friendly environment due to
other expenses (tuition, etc..) The local community around UMBC is not apt to
donating. Fundraising amounts are due and done during winter break which
is cold and ideal for a door-to-door donation style. Fundraising happens after
winter holidays when donors have potential bills and cannot file the donation
towards the previous tax year. The environment is also not equally based due
to the location of origin of the student-athlete (i.e. where their legal guardian
resides). There are no supplies, informative letters, technology or method of
travel to facilitate fundraising.
Knowledge: There is no education, training, or approach. Currently there is no
educational training on fundraising for the student-athletes. Student-athletes
also struggle to understand the need for fundraising dollars and how to
approach and seek donors.
Wellness: Student-athletes fit 4 hours of practice into each day, travel and
games midweek and on the weekends, as well as, attending class. There is
little to no free time during the school semester to put towards fundraising.
Motivation and Expectations: There is no reward or consequence for
fundraising, prompting discussion about not pulling fundraising weight.
Student-athletes receive no formal acknowledgement of their fundraising

efforts (either positive or negative). Student-athletes also do not see where
their efforts go in terms of gear, extra meal money, trips, etc…
TNA
Problem Statement
The UMBC Softball Program has a set annual operating budget, but requires
additional funds supplemented by fundraising. The program has increased
student-athletes and staff participation, but has fell short of its necessary
annual fundraising goals by a margin of 35 percent.
Conclusion form Front End Analysis
The Front End Analysis (FEA) concluded that the staff of the UMBC Softball
Program do not operate with a strong and efficient fundraising process, policy
and procedure. The student-athletes within the program continue to fall short
of their fundraising goals due to lack of motivation and process. The FEA
found issues within the fundraising process and procedure, motivation,
physical and time limitations, knowledge and wellness. Recommendations
were presented to the UMBC Softball program staff and are being acted upon
accordingly.
The focus recommendation of the FEA is training to create a fundraising
platform for the program, which will include an efficient procedure. This
procedure will include formal policy, donor relations and rewards.
In order to narrow the clients training needs, a Training Needs Analysis (TNA)
has been conducted with the goals to identify:
• What about the current fundraising platform are successful or unsuccessful
and why?
• What are fundraising knowledge and skills do the staff and student-athletes
Analysis Plan
Input Purpose Method

Interview with the UMBC
Softball Program staff
Determine the skills and
knowledge, as well as, goals
of the staff
Interview
Student-athlete fundraising
survey
Conduct a survey to
determine level 1 response
to process; identify the
constraints and setbacks
during the process
Survey
Instruments
UMBC Softball Program Staff interview
The interview with the staff focused on the following questions:
• What past experience do you have with fundraising outside of your current
position?
• What is your experience with fundraising with UMBC?
• What part of fundraising do the student-athletes struggle most?
• What are your goals for fundraising?
• What are the most effective parts of the current fundraising platform?
• What are the least effective parts of the current fundraising platform?
• What parts of the process are out of your control?
• What skills or knowledge do the student-athletes lack?
Student-Athlete Fundraising Survey
This survey was given to at total of 11 student-athletes who are currently
apart of the softball program. The 11 student-athletes surveyed consisted of 5
freshmen with under one year of experience and 6 juniors with approximately
3 years of experience. The student-athletes were to respond on the Likert
scale from 1-5, with 1 being strongly disagree and 5 being strongly agree.

Please write the numerical option that represents how you feel about the
current UMBC Softball fundraising platform:
1 Fundraising policy and procedure were clearly outlined.
2 Fundraising goals were clearly outlined and upheld.
3 I have knowledge of if we are short of our goals each year.
4 The back to school meeting clearly outlined fundraising goals.
5 I understand the need and reasons for fundraising for the UMBC Softball
program.
6 I understand where my fundraising dollars go.
7 I know how to approach potential donors.
8 It is easy to locate potential donors.
9 I am motivated to fundraise.
10 I knew coming to UMBC as a student-athlete that I would need to
fundraise.
11 I have ideas I think could help raise fundraising efforts.
Data Collection Summary
UMBC Softball Program Staff Interview
• What past experience do you have with fundraising outside of your current
position?
• Working with another softball programs fundraising, raffle tickets, camps.
• Running large banquets with high profile donors.
• What is your experience with fundraising with UMBC?
• Struggling to meet budgets without the larger support of the umbrella of
the athletic department and university. Constantly competing against
other sports and groups within the community. Having to balance
coaching a team full time and fundraising.
• What part of fundraising do the student-athletes struggle most?
• Motivation and understanding of the importance to fundraise. Overall

attitude toward the initiative.
• What are your goals for fundraising?
• To fundraise $15,000 or more with full participation from each member of
the program.
• What are the most effective parts of the current fundraising platform?
• Simplicity, mobile in terms of location, fun factor, low maintenance.
• What are the least effective parts of the current fundraising platform?
• Increasing revenue by year, collection process, accountability
• What parts of the process are out of your control?
• Administrative issues that are for higher ups, parent complaints.
• What skills or knowledge do the student-athletes lack?
• Communication skills: the millennial generation is more social media based
and do not like communicating with donors.
Student-Athlete Fundraising Survey
Likert scale from 1-5, with 1 being the strongly disagree and 5 being strongly
agree.
1 Fundraising policy and procedure were clearly outlined.
Average Score: 1.9
1 Fundraising goals were clearly outlined and upheld.
Average Score: 1.5
1 I have knowledge of if we are short of our goals each year.
Average Score: 2.5
1 The back to school meeting clearly outlined fundraising goals.
Average Score: 2.7
1 I understand the need and reasons for fundraising for the UMBC Softball
program.
Average Score: 3.5
1 I understand where my fundraising dollars go.

Average Score: 2.9
1 I know how to approach potential donors.
Average Score: 3.5
1 It is easy to locate potential donors.
Average Score:1.3
1 I am motivated to fundraise.
Average Score: 2.5
1 I knew coming to UMBC as a student-athlete that I would need to
fundraise.
Average Score: 3.7
1 I have ideas I think could help raise fundraising efforts.
Average Score: 3.1
Findings
The UMBC Softball Program’s current fundraising platform is not well
outlined. Policy and procedures do not have specific elements that make the
entire process efficient or accountable. The staff are untrained in fundraising
methods and are expected to raise necessary funds to supplement the
existing budget. Student-athletes are willing to fundraise, but lack motivation,
understanding and training on how to maximize their fundraising goals.
The UMBC Softball Program staff interview yielded the following trends of the
staff:
• The staff does have some experience fundraising outside of UMBC at
pervious jobs/positons.
• The overall process and procedure of the fundraising platform is not well
outlined for the student-athletes.
• The staff found it difficult to communicate to the athletes the importance of
fundraising and also maximize their efforts within the current platform.
• The staff is limited by the larger umbrella of the athletic department and

university
• There are time and location restrictions for both the student-athletes and
staff
• There are clear motivation issues that need to be resolved to promote
student-athlete success
• There is a clear fundraising goal/number figure to hit
The student-athlete survey revealed that the student-athletes:
• Have an understanding of why they need to fundraise, but like the staff they
too struggled with the overall policy.
• They need leadership, motivation and goal setting
• They know they must fundraise, but want to see where their efforts are
going
• They know how to approach and find donors, but what to fine tune these
skills
• They have ideas to share about fundraising improvement
Recommendations
Based on the data collected the following recommendations are proposed for
the new fundraising platform:
• Develop a staff created fundraising platform that has a clear and efficient
policy and procedure
• Staff fundraising training on how to develop and continually maximize the
fundraising platform
• Fundraising platform presentation given to the student-athletes explaining
the importance and need of the fundraising.
• Donor relations training for both the staff and student-athletes, in which,
each group learns how to find, approach and communicate with
potential donors.
• Core values initiative where staff and student-athletes create a team

image, which will they will use when talking to donors
• Fundraising training session where the student-athletes will learn the new
platform, goals, deadline and all other important information
• Motivation, rewards and acknowledgement initiatives will be included
Data collection training for the staff on how to accurately collect data of
who, what, where, when and how much fundraising is occurring. This will be
computer based.
Front End Anaylsis
Front End Analysis
Client
Background Information
student-athletes’ participation.
Methods
Data from the UMBC Marketing and Fundraising department indicated the
dollar amount of raised and participation of each student-athlete member of

the UMBC Softball Program for both the raffle tickets and the pledge letters.
The coaching staff provided the indicated dollar amount and participation for
both the clinic and the youth softball tournament. Team meeting and face-
to-face discussion with student-athletes gave a more in depth look at the
current opinion, position and goals for fundraising by the student-athletes.
Problem Statement
program due to insufficient funds.
Current State
Sixty-five percent of student-athletes are reaching their fundraising numbers.
Future State
Ninety-five percent of student-athletes will reach their fundraising numbers.
Delta
A thirty percent increase in fundraising efforts as reported by the UMBC
Softball Program coaches and support staff members.
Findings and Recommendations:
Finding (Structure/process): No formal fundraising policy or process.
Recommendation: The coaching staff will develop the “Fundraising Policy and
Procedure” in conjunction with the UMBC Fundraising and Marketing
department.
• During the team’s opening meeting team members will sign an “Policy and
Process Acknowledgment” along with team rules and regulations.
Finding (Structure/process): Lack of a formal money and ticket collecting
procedure.
Recommendation: The coaching staff will develop a procedure to properly
and responsibly collect tickets and payment from student athletes. There

should be 4 total collection periods in which the head coach collects the
tickets and payment. Payment is then passed along to the UMBC financial
department within 24 hours and logged in a log book in which student-
athlete signs off that they turned in their money.
Finding (Motive:) Student-athletes are not acknowledged for their fundraising
efforts in either a positive or negative way.
Recommendation: A public displaying fundraising totals should be created
and displayed in the team’s locker room. This chart will be broken down by
dollar amount with stars for each amount they surpass until they reach their
goal. The chart will have totals beyond the goal to promote extra effort.
Teammates will be able to self-check both themselves and their teammates by
having the charts displayed publicly. Coaches will update the boards per every
fundraising turn in period.
Finding (Motive): Student-athletes do not see where their fundraising efforts
go towards (gear, facilities, travel, etc..)
Recommendation: Every year the UMBC softball program should designate
one visible project that a portion of fundraising efforts will go towards. When
the project occurs then there should be a gathering or celebration to
announce/unveil this project.
Finding (Physical): The time and area to fundraise is limited and undefined.
Recommendation: A fundraising agenda plans both time and locations for
small groups of coach accompanied student-athletes will fundraise in order to
optimize efforts.
Finding (Information and Knowledge): Student-athletes have no knowledge of
fundraising goals.
Recommendation: Within the “Fundraising Policy and Procedure” goal
numbers will be clearly outlined and signed within the “Policy and Process
Acknowledgement”. During the opening year meeting goals will be discussed.

Goals are also displayed on the public goal charts.
Finding (Knowledge): Both coaches ad student-athletes are not hired, trained
or given scholarships based on prior knowledge of fundraising, but it is a
necessary element in order for the team to operate properly. Student-athletes
are unaware of the fundraising process and how it is essential to the
program’s operating budget.
Recommendation: An information session that allows for both lecture and
open discussion on the importance of fundraising to the UMBC softball
program.
Finding (Knowledge): Student-athletes do not know how to to find, determine
and approach donors. Student-athletes do not have a fundraising pitch to
give to potential donors.
Recommendation: An information session that allows for both lecture and
open discussion on donors and handle circumstances involving donors.
• During this session the UMBC Softball Program will develop a universal
elevator pitch to use with potential donors.
Finding (Knowledge): Coaches need training in the overall fundraising process
in order to better inform and regulate the student-athletes.
Recommendation: A separate training session that the student-athletes’ in
order to train the coaches on how to develop a plan of attack for fundraising
and also educate them on the best possible methods.
Finding (Wellness): Both coaches and student-athletes work long hours for
long periods twice a year and fundraising sometimes takes a backburner to
games, scouting, recruiting, etc..
Recommendation: An outlined timeline, as well as, policies and procedures
will get the entire program on the same page for the goals.
Design Plan

Rationale
student-athletes’ participation.
program due to insufficient funds. The UMBC Softball Program staff is seeking
a solution to this problem and hopes to increase the fundraising goals by
student-athletes from its current sixty-five percent achievement rate to ninety-
five
The results of the root end analysis and training needs analysis indicate that
the UMBC Softball Program lacks a formal and efficient fundraising platform.
The current platform is undefined and inconsistent, lacking a collection and
data entry processes. The student-athletes within the program continue to fall
short of their fundraising goals due to lack of motivation and understanding
of the overall need for fundraising. Other problems found include lack of
motivation, physical and time limitations, knowledge and wellness. Data

collected with both a survey and an interview conclude that the student-
athletes understand are willing to fundraise, but lack the proper tools and
procedure. The UMBC Softball Program staff has experience fundraising, but
clearly needs to formulate and implement a platform.
Creating and implementing an efficient fundraising platform and including
motivational techniques will increase fundraising numbers. To address the
issues student-athletes will undergo a training course based on the new
fundraising platform. This course will also touch on how to best find and build
relationships with donors.
Target Population
All student-athlete members of the UMBC Softball Program, as well as, any
new incoming student-athletes for the following season are required to
attend the training. Student-athletes normally range from age 18-23 years of
age and at least have a high school education continuing into some college
education. Experience in fundraising is limited and varies based on other
endeavors outside of the UMBC Softball Program.
Course Description
The UMBC Softball Fundraising Platform Training will be a 70 minute course
broken up into 3 20 minute modules.
The UMBC Softball Fundraising Platform Training will include three modules:
Introduction and Welcome: Participants will be welcomed to the course (in-
person) 2.5 minutes
Module 1: Why Fundraise? (in-person) 20 minutes
Participants will understand the importance of fundraising for the UMBC
Softball Program and their part in the process. This portion will include a 20
minute lecture with a PowerPoint aid. Participants will also be given a
handout on the importance of fundraising for UMBC and a budget
breakdown. The first 10 minutes will go over fundriasing budgetary needs,

while the second 10 minutes will focus on goal setting for fundraising at
UMBC. Participants will be required to fill out a Budget Breakdown and Goal
Sheet in conjunction with the lecture.
Module 2: The Platform (in-person) 20 minutes
Participants will understand the UMBC Softball Program’s fundraising
platform, procedure and policies. This portion will include a 20 minute lecture
on the UMBC fundraising platform. This lecture will include a PowerPoint
presentation of the platform broken down step by step. The participants will
get a print out of the platform, an extra copy and goals for the fundriaising
dollars.
Module 3: Donors (in-person) 20 minutes
Participants will understand who is a donor, where to find them and how to
communicate with them in order to successfully grain a fundraising base. This
portion will include both a 10 minute lecture, followed by 10 minutes of role
play-scenarios. The participants will recieve a "seeking donors" handout aide
and checklist.
Wrap-Up: 7.5 minutes During this time the facilitator will wrap up the course
and offer a 5 minute question asking session.
Participant Prerequisites
Participants should:
• Be a current UMBC Softball student-athlete
• Be an incoming UMBC Softball student-athlete
Facilitator Prerequisites
Facilitators must:
• Be a member of the UMBC Softball Staff or Athletic Department
• Have an understanding and be trained the new fundraising platform
Objectives
Module 1: Why Fundraise? (in-person)

Terminal:
Given a lecture and discussion the UMBC Softball Fundraising
Platform Training participant should be able to describe 4 main needs and
goals of the UMBC Softball Program to fundraise within two attempts.
Enabling:
Given lecture, discussion and role play activities the UMBC
Softball Fundraising Platform Training participant should be able to complete
their budget breakdown sheet in 2 attempts.
Softball Fundraising Platform Training participant should be able to complete
the goal identification sheet in 2 attempts.
Module 2: The Platform (in-person)
Terminal:
Softball Fundraising Platform Training participant should be able to perform
the 5 steps of the fundraising platform within three attempts.
Enabling:
Softball Fundraising Platform Training participant should be able to read and
review the platform handout given in class in 1 attempt within 5 minutes.
Softball Fundraising Platform Training participant should be able to identify
the end goal of the fundriasing platform in 1 attempt.
step 1 of the fundraising platform in 1 attempt.

step 4 of the fundraising platform in 3 attempts.
Softball Fundraising Platform Training participant should be able to identify all
policies of the platform within 3 attempts.
Softball Fundraising Platform Training participant should be able to identify
the administrative leaders in the platform process in 1 attempt.
Module 4: Donors (in-person)
Terminal:
Given lecture, discussion and role play activities the UMBC Softball
Fundraising Platform Training participant should be able to identify and
approach a potential donor within three attempts.
Enabling:
Fundraising Platform Training participant should be able to give a 30 second
elevator speech to a potential donor within 1 attempt.

Fundraising Platform Training participant should be able explain to the donor
the 4 main budgetary needs of the program in 1attempt.
Softball Fundraising Platform Training participant should be able to explain to
the donor the 4 main goals for fundraisings in 1 attempt.
Fundraising Platform Training participant should be able to close a deal with a
donor within three attempts.
the correct steps in the platform process in 2 attemtps.
Evaluation Strategy
Level One Evaluation
At the conclusion of the course, student-athlete participants will fill out SMILE
sheets.
Level Two Evaluation
Each module includes a level two evaluation
Module Evaluation
Why Fundraise? Responses to discussion questions
The Platform Response to role play scenarios within t
platform
Donors Response to role play activities simulatin
donors
Level Three Evaluation
After the first semester of the school year the UMBC Softball Program staff
will use a checklist to evaluate the current state of the fundraising platform
including efficiency, total dollar amount figure toward the goal, total

participation and motivational factors. The staff will also implement and
continue to use the participation achievement board which recognizes the
goals being reached by the student-athletes.
Level Four Evaluation
During the total two semester of school the UMBC Softball Program Staff will
collect data from the student-athletes and compare total fundraising figures
to the pervious year. The staff will also conduct exit interviews with the entire
team before they head home for summer break, as well as, a more thorough
interview with the senior class to gather reaction to the new fundraising
platform.
Deliverables
12 Facilitator guide
13 Need to fundraise handout
14 Explanation of budget handout
15 UMBC Softball Program Fundraising Platform Policy and Procedure
Packet
16 Donor checklist aid
Evaluation Measurements:
Level One Evaluation (Reaction):
At the conclusion of the course, student-athlete participants
will fill out a paper based SMILE sheet. This feedback survey
will measure participants’ reactions to the course, material
and the facilitator. The following questions are apart of the
survey:
Please indicate the extent to which you agree/disagree

according to the Likert Scale for 1-5, with 1 being strongly
agree and 5 being strongly disagree.
Part 1:
• Objectives for this course were clearly stated.
• Content was relevant and clearly written.
• Handouts and job aides were clearly written,
• Handouts and job aides were relevant and explained.
• The facilitator was organized and prepared.
• The facilitator was knowledgeable.
• The facilitator presented the material in a timely fashion.
• The course allowed for discussion and questions.
• The course was helpful to my fundraising training.
Part 2: Please add additional comments below:
Level Two Evaluation (Learning):
Each module includes a level two evaluation.
Module 1: Why fundraise? During the module participants
will answer two opened discussion questions.
• Why is fundraising important and essential to UMBC
Softball Program?
• Explain how, as student-athletes, can we participate in

fundraising?
Module 2: The Platform. During the module participants will
be given a fundraising scenario, they will create a
fundraising plan that fits into the platform to demonstrate
proficiency with the process.
Module 3: Donors. During the module participants will be
given a prospective donor scenario, they will go through
the process of seeking and talking to a donor that fits into
the platform to demonstrate proficiency with the process.
Module 3 will also include a facilitator rubric for grading
based on a 1-5 rating; 1 being poor, 2 satisfactory, 3
average, 4 above average and 5 being excellent.
- Does the participant understand donorship?
- How efficiently does the participant identify donors?
- How efficiently does the participant convey the message
to the donor?
- How does the body language of the participant appear
when speaking to a donor?
- Does the participant approach the correct type of donor?
- Is the participant successful in securing and networking
with donors?
- Is the participant prepared?

- Does the participant appear to be professional?
- Does the participant appear to be genuine?
- Does the participant follow the platform process?
- Does the participant convey the platform messgae?
Level Three Evaluation (Behavior):
After the first semester of the school year the UMBC
Softball Program staff will use an evaluation checklist to
evaluate the current state of the fundraising platform
including efficiency, total dollar amount figure toward the
goal, total participation and motivational factors per
each student-athlete particiapnt. The staff will also
implement and continue to use the participation
achievement board which recognizes the goals being
reached by the student-athletes.
The checklist will include the following evaluation questions
and use a scale from 0-4. (0:n/a, 1:poor, 2:fiar, 3:good,
4:excellent)
17 Student-athletes are operating within the fundraising
platform.
18 Student-athletes are meeting and seeking donors.
19 Fundraising is continuous and constant.

20 Student-athletes are demonstrating fundraising skills
with donors.
21 Student-athletes are hitting goals based on the
timeline.
22 Student-athletes are motivated to fundraise.
23 The platform is user friendly and efficient.
24 The platform is increasing fundraising numbers.
Level Four Evaluation (Results):
Prior to the fundraising training a front end analysis
conducted indicated the current and desired state.
• Current State: Sixty-five percent of student-athletes are
reaching their fundraising numbers.
• Future State: Ninety-five percent of student-athletes will
reach their fundraising numbers.
• Delta: A thirty percent increase in fundraising efforts as
reported by the UMBC Softball Program coaches and
support staff members.
During the total two semester of school the UMBC Softball
Program Staff will collect data from the student-athletes
and compare total fundraising figures to the pervious year.
The staff will also conduct exit interviews with the entire

team before they head home for summer break, as well as,
a more thorough interview with the senior class to gather
reaction to the new fundraising platform.

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