business leadership: using metrics to drive quality and ......ancillary services director • i.t...
Post on 03-Oct-2020
1 Views
Preview:
TRANSCRIPT
BusinessLeadership:UsingMetricstoDrive
QualityandSustainabilityMarkKehoe,BrightsideAcademy,PA
TuckerLevy,Nurtury,MADianePrice,EarlyConnec:onsLearningCenters,COLeslieSpina,PhiladelphiaEarlyLearningAlliance,PA
Facilitator
LibbiePoppick,Opportuni:esExchange
FocusonThreeQuesBons:
• WHYaremetricsimportant?• Todrivequality• Todrivesustainability
• WHATmetricsshouldbeused?• ForpedagogicaleffecBveness• ForbusinesseffecBveness
• HOWshouldmetricsbeused?• RoleofautomaBon
2
Format
• Provideframeworkforuseofmetrics• What’stheraBonale?• Whatareexamplesofcommonlyusedmetrics?• WhathasOppExresearchonmetricsuncovered?
• Panelistsdescribehowtheyusemetricstodriveperformance
• Facilitateddiscussionwithaudience
3
WHYareMetricsImportant?
“Measurementisthefirststepthatleadstocontrolandeventuallytoimprovement.
Ifyoucan’tmeasuresomething,youcan’tunderstandit.Ifyoucan’tunderstandit,youcan’tcontrolit.Ifyoucan’tcontrolit,youcan’timproveit.”
JamesHarrington,managementconsultant
4
WHYareMetricsImportant?• Understandwhat’sgoingonintheorganizaBon• Whatarethekeymeasuresthatdetermineourfinancial
health?• HowwellarewemeeBngthem?• WhatkeepsusfrommeeBngthem?• Arewestrongenoughtobearoundforthelong-term?
• Makethingsbe\er• IncrementalstepsareOK–ge^ngfromAtoB
• Keepitthatway• MaintainandconBnuallyimprovelevelofexcellence• ManagetheorganizaBon,ratherthanitmanagingme• Persuadefundersofthevalueoftheirinvestment
5
UsingMetricstoDrivePerformance
6
Manage
Monitor
Measure
UsingMetrics:Examples• Puppyhouse-training
• Measure–#ofaccidents• Monitor–ge^ngbe\eroverBme?• Manage–shouldItakehimoutmoreoben?
• HouserenovaBon• Measure–budget• Monitor–actualspendingvs.budget• Manage–completedonBmeandwithinbudget?Adjust?
• Employeemanagement• Measure–idenBfyperformancegoals• Monitor–whichgoalsmet?• Manage–assesswhyorwhynot,makeadjustments
7
WHATmetricsshouldbeused?
• IdenBfyfactorsmostimportanttomaintainingstrongperformance• What’smostimportanttodeterminewhetheryouare:
• Financiallystrong?• Deliveringahighqualityprogramtochildrenandfamilies?
• Whatkeepsyouupatnightifit’snotgoingwell?
• LookatexamplesfromotherstrongSharedServicesorganizaBons
8
9
Caveat:Data≠Answers
FullEnrollment
RevenuesCoverPer-ChildCost
FullFeeCollecBon
TheIronTriangleofECEFinance
10
• Ensurefullenrollment,everydayineveryclassroom
• CollecttuiBonandfees,infullandonBme
• Revenuecoversper-childcost(tuiBon,fees,and3rd-partyfunding)
ResultofIntensiveFocusonIronTriangle
($200,000)
($150,000)
($100,000)
($50,000)
$0
$50,000
$100,000
Regulated Star2 Star3 Star4 Star5
NetIncomeforCenter
BasicApproach "IronTriangle"Approach
11
“IronTriangle”Approach:95%enrollment,2%uncollecBbledebtsVerydifficulttoachievewithhighsubsidyco-pays,lowabsencepolicy¬argeBngVerydifficulttoachieveinsmallercenters
ExamplesfromMetricsResearch• Enrollmentas%ofstaffedcapacity
• Mostrespondentstargetatleast85%,andlookatleastmonthly.
• Somelookeverydayoreveryweek,minimizingdaysof“slotvacancy”.
• %ofrevenuesuncollected• Mostrespondentstargetatmost5%,andlookatleast
monthly,someweekly.• TomanageeffecBvely,requiresreconcilinggovernment
paymentsvs.amountbilled,unlessstateself-corrects.• Costperchildbyclassroom
• Manyrespondentsdon’ttrackthis,butagreethattheyshould.• Knowingcostshelpsdeterminehowmuchtocharge,where
financial“levers”are.
12
HOWshouldmetricsbeused?• IdenBfykeyvariablesandperformancebenchmarks• WhataremykeycostdriversandhowcanIreduce
them?• WhereamI“losing”revenues?Startwithclose
managementofenrollment–everyseat,everyday• CreateadashboardtoclearlysignalissuesinrealBme• Whatshouldmeasurementlooklike,andwhendoIknow
Ihaveaproblem?• UsetechnologytosaveBme,eliminateerrors,giveyoumoreinsight
• LookatbestpracBcecomparedtoyours–what’sdifferent?
13
DashboardExample
14
DashboardExample
15
16
PanelistPresentaBonsAnd
Discussion
WhoisBrightsideAcademy?• Atax-payingmulB-stateproviderofchildcareandearlychildhood
educaBontolow-income,inner-citychildren.(Subsidy,HeadStart,UPK)• Foundedin1992inPi\sburgh,PA• 66academiesin8ciBes• Serveapprox.8,000+childrenperday• 1,300+employees• Thesizeandscopeofalargeschooldistrict:
• Busingservices,foodpreparaBon,purchasing,IT.billing,HR
State City #ofAcademies Childrenserved/day
Pennsylvania Philadelphia 27 3,950
PiFsburgh 9 850
Total 38 4,800
Ohio
Akron 2 200
Cleveland 4 400
Columbus 4 300
Toledo 3 455
Total 13 1,355
New York Bronx 9 1450
Brooklyn 6 500
Total 15 1,950
CentralizedFuncBons:“SharedServices”Corporate Regional AcademyAcademyOperaBonsLeadership • RegionalDirectors(3)
• FieldDirectors(7)• AcademyDirector
EducaBonDirector • ProgramDirectors• InstrucBonalSpecialist• IntervenBonSpecialist
EducaBonalDirectorManagingLeadTeachersLeadTeachersAssistantTeachers
ComplianceDirector • ComplianceAdministrators(4)
DirectorofEnrollment/MarkeBngandFamily/CommunityEngagement
• Family&CommunityEngagementMgrs• FamilyAdvocates
AncillaryServicesDirector • I.TSpecialist(3)• FaciliBesManagers(3)
• JanitorialServices• MaintenanceTechs
• FoodServicesMgrs(2)
FleetDirector • OutsourceBusContracts• Dispatchers
HumanResourcesVP• RecruiBngMgr• EmployeeServices
• HRDirectors(2)• 7DedicatedRecruiters
CFO–Finance/AccounBng/Billing• Controller• Billing• Purchasing• Payroll
• CACFPSpecialist(2)
BrightsideAcademyMetrics
FuncRon MetricsEducaBon • LessonPlansReviewed
• CLASSScores• ERSScores• ProgramAdministraBonAssessment• ChildAssessments
Compliance • ExpiringLicenses• LicenseViolaBonTrends• HealthRecordExpiraBonDates
Enrollment/MarkeBng • NewEnrolled• Lost• LeadswithinPipeline• WebFormsCompleted• WebPageViews
FoodServices • CostTrends• CACFPAudits
EmployeeRecruiBng • WebInquires• ApplicaBons• Interviewed–OffersMade–OffersAccepted• EETurnoverbyRegion,Academy,CredenBal
Insurances • HealthcareExpenditureTrends• WorkmanCompClaims/Trends• UnemploymentInsuranceClaimsTrends• LegalCases
Billing • BadDebt• SalesAllowance• A\endance/Swipes
BrightsideAcademyFinancialDashboardbyAcademy
Mar-15 QP
EnrollmentMonth
∆Bud
EnrollmentMonth
∆PM
EnrollmentMonth
∆PY Cap Util YTDYTD
EnrollmentMonth
∆BudYTD
Enrollment
∆PY UtilYTD
Enrollment
Mar-15
Tuition'RevenueMonth∆Bud
Tuition'RevenueMonth
∆PY YTD
Tuition'RevenueYTDMonth∆Bud
Tuition'RevenueYTD
∆PY
Tuition'RevenueYTD
Mar-15
Daily&RatesMonth∆Bud
Daily&RatesMonth
∆PY Mar-15
Daily&RatesMonth YTD
∆Bud
Daily&RatesYTD
∆PY
Daily&RatesYTD
Mar-15MonthChild*Attendance*Per*Teacher
∆PY Mar-15MonthChild*Attendance*Per*Teacher
YTD∆PY
Child*Attendance*Per*TeacherYTD
Mar-15
Total&Expenses&(Net&of&Grant&Expenses)Month∆Bud
Total&Expenses&(Net&of&Grant&Expenses)Month
∆PY YTDYTD
Total&Expenses&(Net&of&Grant&Expenses)Month
∆BudYTD
Total&Expenses&(Net&of&Grant&Expenses)
∆PYYTD
Total&Expenses&(Net&of&Grant&Expenses)
BrightsideAcademyQualityDashboard-2014
1871015.69 6.23
16019225.97 5.04
1871045.50
16012434.74
16018654.64 5.71
16020405.36 5.59
3871026.09 6.16
16019656.50 5.38
3871046.28 6.01
16021665.54 5.24
3871036.03 6.08
3871016.26 4.65
16021255.71 6.06
Program # ECERS-R ITERS-RAcademy Name
EMOTIONAL SUPPORT
CLASSROOM ORGANIZATION
INSTRUCTIONAL SUPPORT
2.63 6.60 5.2 5.2
2.5 6.30 6.5 5.6
3.13 6.42 6.45 6.33
3.13 6.00 4.78 5.44
3.38 5.50 6.1 2.8
3 6.12 4 4.67
3 6.20 4.9 4.8
2.63 6.10 6.1 5.1
3.25 6.80 6.25 5.6
2.63 6.00 5.44 5.33
3 6.44 5.5 5.25
1.88 6.38 6.08 4.33
3.5 7.00 6.33 6.2
CLASSPQAS
BrightsideAcademyAgeofChildMixTrend
Feb-15 Mar-15 Apr-15
PiFsburgh
1.Infant
2.Toddler
3.Preschool
4.SchoolAge
Philadelphia
1.Infant
2.Toddler
3.Preschool
4.SchoolAge
Bronx
(etc.)
NurturyBoston,MA
• Non-profitcorporaBon• 6community-basedcenters• 2FamilyChildCareNetworks,with130homes• 1,400children,mostlylow-income• Familysupports(networkofFamilyAdvocates)
• 100+funders,includingCCDF,PreK,HS-EHS,philanthropy,employers,parentfees.
23
WelcometoNurtury:missionandscaleNurturygivesGreaterBoston’syoungestchildreninneed,frombirthtoagefive,theopportunitytoreachtheirfullpoten<albyinves<nginschoolreadiness,promo<nghealthydevelopmentandstrengtheningfamilies.
1,400childrenandtheirfamilies
6centers130familychildcareproviders
173fullRme
employees108areteachers
85%ofeachchild’s
nutriRonalneeds
Nurtury’shistory
Nursery+Schoo
l
Shared
Services
Accred
itaBo
nfacilitaB
on
Quality
Assurance
WholeChildWholeFamilyWholeCommunityConRnualInnovaRon
TheNewDayNursery
TeachingSchoo
lNAE
YC
Ruggles AssociatedDayCareServices
AssociatedEarlyCare&EducaBon
HeadStartpilot
1878 1922 1951 1993 1998 20141962
MeasuringPerformance:ProgramQualityNurturycapturesqualityinformaBonatfourlevels:
*RequiredbyQRIS
Developmentalscreening* ASQ;ASQ-SE Paper;web-basedtool
Developmentalprogress* TeachingStrategiesGold Web-basedtool
Language&Literacy PPVT/PALS Excel
Overallenvironment* ERS(ITERS/ECERS/FCCERS) Web-basedtool.
EducatorEducaRonAFainment*
CDA,AA,BA,MA SeparateHRsystem.
AccreditaRon NAEYC;NAFCC Paper
BusinesspracRces* BAS(BusinessAdministraBonScale) Paper
Overallprogramquality QRIS(QualityRaBngImprovementSystem) Paper;statesystem
ProgramadministraRon* PAS(ProgramAdministraBonScale) Paper
Child
Program
CentralOffice
Center/FCCClassroom
MeasuringPerformance:Financial&OperaBonsEnrollment:centraloperaBons;programadministraBon.
DailyfullBmeequivalenteachweek;byfundingsourceandprogram;contractuBlizaBon.
Excel.Weekly,monthly,YTD.
Enrollmentefficiency:centraloperaBons;programadministraBon.
Enrollmentperprovider(FCC);capacityuBlizaBon(centers).
Excel.Monthly,YTD.
BudgetVariance:finance Grossmargin:byprogramanddepartment DynamicsSL:.pdf.MonthlyYTD.
TransportaRon:usage,reliability,cost,compliance:centraloperaBons
Totalvans,childrenandchildrenpervan.Childusagebypaymenttypeandprogram.Incidents.Compliance.
Excel.Monthly.
ChildAFendance:centraloperaBons;programadministraBon.
Reviewofexcessiveabsences:EECcompliance(30daysinsixmonths).
Excel.Monthly.
TeacherAFendance:centralops;programadministraBon.
Expectedversusactualdaysofabsencesperweek.
Excel.Monthly.
ProvideracquisiRonandretenRon:programadministraBon
Providersundercontract;Providersadded;Providerslost:byreason
Excel.Monthly.
TeacheracquisiRonandretenRon:HR
RetenBonbyroleandprogram.Staffingversusbudgetbyroleandprogram.
Excel/ADP.Semi-annual.
Exampleenrollmentreportusage
MeasuringPerformance:Today’sChallenges
• Dashboarddevelopment• Movefromsetsofdistributedreportstocentralandpervasive
dashboard:program;financials,operaBons;advancement.• Automate:
• UsetechnologyforthemechanicalworkofdatacompilaBonandanalysis
• FreepeopletodothehighvalueworkofinterpreBnginformaBonandengagingwithchildrenandfamilies
• Process• Rethinkhowweshouldworktobemostefficient,ratherthanhow
we’vealwaysworked(whenBmesandresourcesweredifferent)• Sellit
• ArBculatethevalueoftechnologyinvestmentinawaythata\ractscapital
NurturyDataSystemsOwner ApplicaRon Use Notes Access Database
Development Raiser’sEdge FundRaising CRM LAN Raiser’sEdge
FamilyAdvocacy
CustomDatabase
Screening PEDS LAN Filestorage(Excel)
FamilyAdvocacy
AssessingParenBng
Pre/Postgroupworkshops
SAS remote
Finance eCCIMS Enrollmentmanagement
Statebilling SAS remote
Finance CCA(ChildCareAssistant)
VoucherManagement
Voucherinfo,authorizaBonstart/enddates,FCCproviderpayments,FCCtransportaBon,andfuncBonstopayproviders,payvendors,andbillvoucherstoEEC
LAN CCA
Finance DynamicsSL AccounBng LAN
HR ADP Payroll/HR SAS remote
NutriBon MinuteMenuCX Mealprogram Billingandtracking SAS remote
Program TeachingStrategiesGold
Assessment SAS remote
Program ProCare ChildCareManagement
Feemanagement,demographic,contactinformaBon,vaccines,assessmentanda\endance
SAS remote
QA;Research&EvaluaBon
CustomDatabase
Assessment EVT/PPVTassessment;accreditaBonlevelsandprogress;surveys;ITERS,ECERS,FCCRS(transiBontoProCare)
LAN Filestorage(Excel)
QA;Research&EvaluaBon
Various Communityandfield-levelresearch(EQUIP)
Collects,storesandanalyzesearlyeducaBonresearchandpolicydata(i.e.,CommunityProfiles,BQI,BTWIC),usingvariousmethods(i.e.,Paper-based,OCR,Online(SurveyMonkey),Access,Excel,STATA)
LAN Access,Excel,STATA
PhiladelphiaEarlyLearningAlliancePhiladelphiaPA
31
• CollaboraBonof6organizaBons• Totalof10centers• Allhighlyrated(3or4stars)instateQRIS• KinderAcademyservesasfiscalagentandAlliancehub
forfirstyear• 500+children,90%low-income• IniBalsetofservicesbasedonhighestprioriBesofmembers:• Professionaldevelopmentandmentoring• SubsBtutepool• Maintenance• GrantwriBng
• FundingforAllianceoperaBonsincludesphilanthropy(startup),andmemberfees
• EnvironmentalRaBngScaleScores• DirectscalecorrelaBonoverBme(veryconcrete)• Tooltodetermineneedsforcenter,classrooms,andstaff• Predictorfortheraisingquality
• StaffProfessionalDevelopmentandonsitesupport• Designedtomeetthespecificneedsofmembersites
• Agegroupofchildren• Ability/experBseofstaff
• SupportsneedsassessmentasdeterminedbyERSscores• GrantwriBng
• Alliance&organizaBonalexpansion• Combinedresourcesreducescosts• BroadexperBsereducesrampupBme
QualityMetricsDashboardPhiladelphiaEarlyLearningAlliance
33
BusinessMetrics–KinderAcademy
KinderAcademyEnrollmentDashboard
EarlyConnecBonsLearningCentersColoradoSpringsCO
34
• Non-profitECEcorporaBonwithLLCforHomeNetworkofPikesPeakRegion
• 7sitesincommunity,publicschools,courthouse• Networkof41familychildcarehomes• 375children,mostlylow-income• AllcentersareNAEYCaccredited• Familyengagement(includinghomevisits)• FundingstreamsincludeCCDF,PreK,HS-EHS,CACFP,parentfees,philanthropy,endowment
35
ENROLLMENT WE 2/23/2015 Avg 77%Goal
ANTLERS Cap FTE 2/day 3/day Partner #FT #2day #3day PTPartner Classtotal %FTE #CPP #EHS #HSPanda 10 9 9 - - - 9 34 7Turtle 14 12 13 - - - 13MonkeyPM 16 16 - - - 12 12MonkeyAM 16 16 - - - 15 15Frog 16 12 1 1 9 - - - 9Tiger 16 12 10 - - - 10Cheetah 20 16 2 2 11 - - - 11TOTAL 76 62 3 3 16 52 - - 27 79 68%
Admits 1 BUDGETEDFTE% 81%Discharges 0Transferin 0Transferout 0
GoalChelton Cap FTE 2/day 3/day Partner #FT #2day #3day PTPartner Classtotal %FTE #CPP #EHS #HSPurple 8 7 8 - - - 8 24 39Green 8 7 7 - - - 7Orange 8 7 8 - - - 8YellowAM 10 10 - - - 9 9YellowPM 10 10 - - - 7 7Red 16 13 14 - - - 14Blue 20 16 2 2 15 - - - 15TOTAL 60 50 2 2 20 52 - - 16 68 87%
Admits 0 BUDGETEDFTE% 83%Discharges 1Transferin 0Transferout 0
GoalTrailblazer Cap CPP SPED CPP sped Classtotal % #CPP #EHS #HSAM 15 11 2 13 2 15 29PM 15 10 1 14 - 14TOTAL 30 21 3 27 2 29
Admits 0 BUDGETEDFTE% 100%Discharges 0Transferin 0Transferout 0
School-year GoalSchool-Age Cap B/A #B/A BorA Classtotal % #CPP #EHS #HSDN 60 29 9 26 35DTDSandCreek50 33 20 6 26TOTAL 110 62 29 32 61 55%
Admits 0 SCBUDGETEDFTE% 65%Discharges 0 DNBUDGETEDFTE% 49%Transferin 0Transferout 0 SCACTUALFTE% 52%
DNACTUALFTE% 58%
Resources
• OpportuniBesExchangewebsite:www.opportuniBes-exchange.org• Toolsandresources• Profilesofcurrentalliances
• FirstChildren’sFinanceBusinessResourceCenter:h\p://www.firstchildrensfinance.org/businessresourcecenter/centers-2/
38
top related