P R E PA R E D B Y: STRAIGHT-A CONSULTING, LLCE’LISE FLOOD | MEGAN PETERS | CHRISTINA CARTER

D E C E M B E R 1 3 , 2 0 1 2

Franklin University’s Student Learning Center (SLC): A Performance Analysis

Strong Data

Powerful Results

Real Solutions

Meet Your Consultants

E’lise Flood

Megan Peters

Christina Carter

The Process in a Nutshell

ID Critical Business

Issue

Determine Gaps & Causes

Recommend Solutions

Evaluate

Success

Getting to the CBI

Critical Business Issue (CBI)

Situational Analysis Part 2

Situational Analysis Part 1

Anatomy of Performan

ce

LIMITED STAFF CAPACITY RESULTING IN REDUCED EFFICIENCY AND

EFFECTIVENESS

And the CBI is…

LIMITED STAFF CAPACITY RESULTING IN REDUCED EFFICIENCY AND

EFFECTIVENESS

And the CBI is…

Analyzing Tasks

Assigning Tasks

Documenting

Processes

Tracking Work

Evaluating Work

For Each Process: Assess the Gap

Current

State

Desired

StateGap

For Each Process: Assess the Gap

Current

State

Desired

StateGap

Analyzing Tasks

Assigning Tasks

Documenting

Processes

Tracking Work

Evaluating Work

100% GAP IN TASK ANALYSIS SYSTEM

100% GAP IN TASK ASSIGNMENT SYSTEM

80% GAP IN PROCESS DOCUMENTATION

100% GAP IN TASK TRACKING SYSTEM

30% GAP IN WORK EVALUATION SYSTEM

Identified Gaps

100% GAP IN TASK ANALYSIS SYSTEM

100% GAP IN TASK ASSIGNMENT SYSTEM

80% GAP IN PROCESS DOCUMENTATION

100% GAP IN TASK TRACKING SYSTEM

30% GAP IN WORK EVALUATION SYSTEM

Identified Gaps

A COMMON CAUSE:

Lack of Prioritizatio

n

A Five-Phased Solution

Develop Task

Analysis System

Develop Task

Distribution

System

Develop Process Documentation System

Develop Task

Tracking System

Develop Work

Evaluation

System

1 5432

A Five-Phased Solution

Develop Task

Analysis System

Develop Task

Distribution

System

Develop Process Documentation System

Develop Task

Tracking System

Develop Work

Evaluation

System

1 5432

Phase 1

Phase 1: Develop Task Analysis System

1ADevelop Universe

of Job Tasks

1BDevelop Tool by

Which to Analyze Tasks

1CUse Tool to

Analyze Tasks

Phase 1A: Measurement & Evaluation

Step 1A: Develop and vet a universe of SLC job tasks.Measurement:

100% of administrative tasks catalogued into a universe of SLC job tasks.

Baseline:0% of job tasks catalogued into a universe of SLC job tasks.

Benchmarks: Compilation of draft universe of SLC job tasks within 14

days. Vetting of draft universe against representative sample of

job descriptions and work procedures within 30 days. Revision and finalization of universe within 45 days.

Evaluation Process:• Cull manuals and job descriptions • Develop guidelines to discern administrative from other

tasks• Agree upon definition of what constitutes a “task”• Review resulting universe against representative sample

Phase 1B: Measurement & Evaluation

Step 1B: Develop and vet a tool by which to systematically analyze each job task within the universe of SLC job tasks.

Measurement:Tool developed and vetted to successfully analyze a representative sample of SLC job tasks.

Baseline:No job task analysis tool currently exists.

Benchmarks: Draft list of measurement criteria to include in tool

compiled within 30 days. Draft tool ready for piloting within 45 days. Tool piloted with representative sample of SLC job tasks

from within universe within 60 days. Tool revised to incorporate pilot feedback within 90 days. Evaluation Process:

• Draft and pilot measurement criteria for tool• Vet tool against representative sample of tasks

Phase 1C: Measurement & Evaluation

Step 1C: Apply the task analysis tool to the universe of SLC job tasks.

Measurement:Tool is used to successfully analyze 100% of job tasks within the universe of SLC job tasks.

Baseline:No job tasks have been systematically analyzed to date.

Benchmarks: 25% of universe analyzed within 120 days 50% of universe analyzed within 160 days 75% of universe analyzed within 200 days 100% of universe analyzed within 240 days

Evaluation Process:• Vet universe against representative sample of job

descriptions and processes

Phase 1: Recommended Timeframes

Task 1/13 2/13 3/13 4/13 5/13 6/13 7/13 8/13

1A Establish Universe of Tasks                

1A.1 Compile Draft Universe                1A.2 Vet Universe with Representative Sample of Job Descriptions

               

1A.3 Revise and Finalize Universe                1B Create Task Analysis Tool                

1B.1 Determine Measurement Criteria for Tool                1B.2 Develop Preliminary Tool                1B.3 Vet Tool with Representative Sample of Tasks                1B.4 Revise and Finalize Tool                1C Analyze Tasks                

1C.1 25% of Universe Analyzed                1C.2 50% of Universe Analyzed                1C.3 75% of Universe Analyzed                1C.4 100% of Universe Analyzed                

Phase 1: Projected Costs

Task No.

Task Level 1 (D)$38/hr

Level 2 (AD)$28/hr

Level 3 (Other)$14/hr

1A Establish Universe of Tasks1A.1 Compile draft universe (125 hrs.)   90 hrs. 35 hrs.1A.2 Vet universe with representative sample of job

descriptions (20 hrs.)  20 hrs.  

1A.3 Revise and finalize universe (25 hrs.) 5 hrs. 20 hrs.  1B Create Tasks Analysis Tool1B.1 Determine measurement criteria for tool (50 hrs.)   50 hrs.  1B.2 Develop preliminary tool (90 hrs.)   90 hrs.  1B.3 Vet tool with representative sample of tasks (40

hrs.)  40 hrs.  

1B.4 Revise and finalize tool (20 hrs.) 5 hrs. 10 hrs. 5 hrs.1C Analyze Tasks 1C.1 25% of universe analyzed (125 hrs.)   125 hrs.  1C.2 50% of universe analyzed (125 hrs.)   125 hrs.  1C.3 75% of universe analyzed (125 hrs.)   125 hrs.  1C.4 100% of universe analyzed (125 hrs.) 5 hrs. 120 hrs.  SUBTOTALS for PHASE 1:  =960 hrs. 33 hrs.

$1, 254

887 hrs.

$33,706

40 hrs.

$560

Summary

Develop Task

Analysis System

Develop Task

Distribution

System

Develop Process Documentation System

Develop Task

Tracking System

Develop Work

Evaluation

System

References

Chevalier, R., (2008), The evolution of a performance analysis job aid. Performance improvement, 47(10), 9-1. Retrieved from https://my.franklin.edu/coursesystem/home.jsp#assignment-1-4-5.jsp

Franklin University. (2012). Franklin mission-philosophy. Retrieved from http://www.franklin.edu/about-franklin/mission-philosophy/four-cornerstones-of- educational- philosophy

Greer, M., (2001). The project management minimalist: just enough pm to rock your projects!. 2nd edition, Franklin v.1. Charleston, SC.

Hale & Associates. (2010). Logic Chain. Retrieved from https://my.franklin.edu/coursesystem/idpt/630/online12-3p/resources/LogicChain.pdf

Rummler, G., & Brache, A.P., (1995). Improving performance, how to manage the white space on the organization chart. 2nd edition. San Francisco, CA: Jossey-Bass

Rummler, G., (2007). Serious performance consulting according to Rummler. San Francisco, CA: Pfeiffer.

Van Tiem, D.M., Moseley, J.L., & Dessinger, J.C., (2004). Fundamentals of performance technology, a guide to improving people, process, and performance. 2nd edition. Silver Springs, MD: International Society of Performance Improvement.