Developing Key Performance Indicators October 20, 2010 Amy Feder Assistant Director, Assessment Programs
What are key performance indicators?
performance indicator
metrics
dashboard
balanced scorecard
report card
success factors
Steps to implementation
Articulate
Operationalize
Create
Share
Steps to implementation
Articulate
Operationalize
Create
Share
Starting points: Existing KPIs on your campus Mission and vision Strategic plan Learning outcomes frameworks (e.g., CAS, AAC&U) Numbers you are already using
Graduation Rate Retention Rates Annual Giving Satisfaction Campus Climate Student Awareness Campus Safety Student Participation
Student Engagement Credit Hour Production Contact Hour Housing Occupancy Rates Student Conduct Incidents Programs Offered Service Hours Outcome Measures
Direction of development of KPIs University Division Department Program
Institutional Dashboards Institutional Dashboard Examples: - Mean SAT score - Research Funding - 4 or 6 year Graduation Rate - Doctorates Awarded - Undergraduate Enrollment - Graduate Enrollment - Alumni Giving - Financial Aid Awarded - Scholarships Awarded
Divisional Dashboard
Departmental Dashboard
• Provide information on the direction of the organization • May not be directly actionable for departments • Primarily shared “up” or “out” • Examples: • Overall student satisfaction • Retention Rates • Annual Giving • Participation Rates
• Focus on the aspects of the department that are critical • Measured frequently and more actionable • Measures are understood by staff members • Have significant and positive impact on daily operations • Examples: • Knowledge of policies/procedures • Perceptions • Outcome measures
Departmental dashboard example: University at Albany Parent Program: - # contact via email (by year) - # Parent Council Membership (by year and class) - % in-state vs. out-of-state residence - % satisfied with email contact - % satisfied with accessibility of Parent Liaison - % parents who considered themselves “involved”
Divisional dashboard example: William Paterson University Division of Enrollment Management and Student Development: - % overall student satisfaction rates (by semester) - % student engagement rates (by level of connectedness) - % student involvement rates (by semester) - Learning outcome domain rates (by type of learning environment) - % student development rates (by subject area)
Students' working • % of students working for pay, on and off campus • hours working off campus
Enriching "out of classroom" experiences • % who have participated in internship, co-op, field experience, practicum • % participating in co-curricular activities • % who have participated in community service/volunteer work
Campus involvement/engagement • % attending campus events and activities • % involved in student leadership roles
Diversity experiences • % viewing campus as diverse • % discussing diversity related issues • % treated fairly as a student on the campus
Overall satisfaction with campus experience Employment of graduates
Involve key constituents Is the development of KPIs internally driven or externally required? Who will be USING the KPIs? With whom will you be SHARING the KPIs? Are others on your campus also developing KPIs? Is there an existing committee that can lead the KPI development process?
Keep it simple At core, the performance indicator is simple and informative.
KEY is the important word
Steps to implementation
Articulate
Operationalize
Create
Share
Data collection methods Keep in mind: KPIs are quantitative/numbers and can come from: • Campus or student record systems • Tracking • Surveys • Rubrics
Data collection: Existing campus systems systems
Data collection: Tracking
Data collection: Surveys
Data collection: Rubrics
Single Source
Survey
Multiple Sources
Survey 1
Survey 2
Average
Survey 3
Single source KPI from one survey
Multiple source KPI from many surveys
Ways to represent data Count
Percentage
Mean
Use terms consistently Create data audits and/or data dictionaries Define terms: • “Student” • Class year • Terms/time periods
How this affects the assessment process
Incorporate KPI into planning or project proposals Develop a standard set of scales and question formats Consider response rate requirements for inclusion in KPIs Create a data dictionary
Steps to implementation
Articulate
Operationalize
Create
Share
What to include in descriptions
Source Sample /response rate Date stamp Question text Scale Person responsible
Use colors consistently and with purpose Time Periods
Population
Progress to Goal
Using StudentVoice
Using StudentVoice
Steps to implementation
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Include in annual reports
http://www.albany.edu/studentaffairs/assessment/docs/Briefing%20Book%2008-09/index.html
Add to your website
http://www.clemson.edu/administration/student-affairs/balanced-scorecard.html
Connect in StudentVoice Management
Steps to implementation
Articulate
Operationalize
Create
Share
Questions? Amy Feder Assistant Director, Assessment Programs
[email protected]
StudentVoice 210 Ellicott Street, Suite 200 Buffalo, NY 14203 716.652.9400
