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Pull v Push:Aha’s and Oh No’s from 20 years
of “Quality Improvement” in Higher Education
Maury CotterDirector Emeritus, OQI
Showcase 2019
THE SEEDS @ UW-MADISON
• Donna Shalala saw a line of students on the front page
• John Wiley was bored on an airplane and read a book he didn’t
want to read
• The city of Madison had demonstrated QI was not just for the
private sector
• Industry was prodding higher ed
• Pioneers were experimenting quietly in pockets across campus
TODAY
• High-level Timeline – UW and National
• Principles for Change in Our Culture
• Stories
• Moving forward
JOINING ME TODAY…
John Wiley Chancellor Emeritus
David Ward Chancellor Emeritus and President Emeritus of American
Council on Education – in contribution
Joanne Berg Vice Provost Emeritus-Enrollment Management
Darin Harris Consultant Office of Strategic Consulting
Jenny Faust AVP for Strategic Initiatives and Director of
Strategic Consulting
TIMELINE
Academic engagement
APR formed
Self-study & SP – 6000 engaged
OQI and launch
Industry Partners: P&G, IBM
First Strategic Plan
Many U’s started TQM
TQ Forum: Industry/Higher Ed
Decline of “TQM”
1950’s Industry adopted QI
1990’s
UW National
1999 Self-study & Strategic Plan
First Showcase
NCCI formed
More peers engaged
Lean Six Sigma
Administrative cost saving efforts
Academic engagement
2000’s
2010’s Campus-wide initiatives
OSC formed: OQI & APR
NCCI – 20th 100+ institutions2019 Showcase – 20th
PUSH V PULL
PULL V. PUSH
“In the martial arts, the most effective way to move
people is to:
first make contact with them,
then join with their direction of movement;
and finally,
to steer them to the desired course.”
- Robert Pater, Leading from Within
PULL V. PUSH
Culture eats strategy for breakfast
If I had a hammer
Off the shelf
Peer force
Crossing boundaries
Viral growth
Scale
Edge of Chaos
Execute! Make it happen.
CULTURE EATS STRATEGY FOR BREAKFAST
1 2
3 4
FIRST PROJECT: GRADUATE ADMISSIONS
• John Wiley and Joanne Berg
• Ideal first project
• Important to every academic unit; highly visible
• Credible leaders
• Dramatic, measurable improvement: 99 days to under 5
• Published article, and national award
• Set the tone
IF I HAD A HAMMER
Fads and Jargon
V. Good Questions
OFF THE SHELF
“The most radical thing I did was to pick up a
plan off the shelf and implement it.”
David Ward, Chancellor Emeritus and
President Emeritus of American Council on Education
STRATEGIC PLANNING AND ACCREDITATION –INTEGRATED
PLAN
DOCHECK
1989 – Future Directions/Accreditation
1992 – Updated Directions
1995 – Vision/Priorities
1999 – Targeting Tomorrow/Accreditation
2001 – Strategic Plan
2005 – Operational Plan
2009 - Accreditation
· Progress Reports
· Inventory, Status, Results
· Feedback:
Town Meetings
Surveys
Advisory Councils
· Communicate the Plan internally and
externally
· Provost manages the whole, Points
coordinate across
· Deans lead s/c efforts
· Campus-wide initiatives
2011 - Strategic Plan
2015 - Strategic Plan Update
PEER FORCE
PEER FORCE
UW-Madison
Connections and Venues:
• Deans
• Chairs
• Directors
• Campus-wide initiatives
• Complex world problems
• Showcase
National
• TQ Forum
• NCCI
• Big Ten Academic Alliance
Michigan StateProcess Improvement Campus-Wide
UC San DiegoBusiness Processes and Collaboration
Ontario CollegeQuality Assurance
University of QatarStrategy in Liberal Arts
Carleton University Performance Excellence
University of MiamiBold Vision
U of Maryland - Baltimore Bold Strategy
IUPUIAssessment
University of AlabamaLeadership Academy
University of AlaskaStrategy and Leadership Transitions
Texas StateMembership Management
Wheaton CollegeInterinstitutional Collaboration
U of MarylandEfficiency and Effectiveness
Sheffield, UKCommunities of Practice
University of LeedsStrategy and Culture
Miami of OhioApplication in Business and Facilities
StanfordApplication in Facilities
U Mass AmherstStrategy with New Leadership
CICCollaboration across Institutions
TennesseeBusiness Practices
KentuckyLeadership Engagement in Quality
ACELeadership Roles in Quality
NACUBOQ in Business and Administration
ASURevenue generation and Mission
Transformation
PurdueNational Networking
Fort Hays StateInternational Revenue Generating
Enterprises
Georgia StateMarketing and Planning
Governors StateTransforming Learning and Student
Success
Notre DameAdministrative Unit Reviews
EmoryPrivate Sector Consulting Practices for
Higher Ed
BelmontStudent Focus
UW StoutBaldrige National Award
University of WashingtonLean
UW Eau ClaireCampus Engagement in Strategy
University of IllinoisMetrics Campus-Wide led from the top
NorthwesternQuality office structure and approaches
MinnesotaJuran Institute
MichiganLiberating Structures and Business
Intelligence
VirginiaAdministrative Unit Reviews
PENN STATEQUALITY EXPO
RUTGERSEXCELLENCE IN HIGHER
EDUCATION –A BALDRIGE APPROACH
BERKELEYBALANCED SCORECARD AND
MARINE CORPS LEADERSHIP
MITBEHAVIORAL COMPETENCIES
AND CORPORATE APPROACHES
Just a Few Gems of Learning
from NCCI Colleagues….
ACADEMIC UNITS
Applying Q to our core mission
Pioneers: History Zoology
Scaling: Over 200, every School/College, by request
Services:Strategic planning
Process improvement
Project management
Restructuring
Change management
Coaching
CROSSING BOUNDARIES
CROSSING BOUNDARIES
Interdisciplinary:
• Cluster hires
• Global Health
• Sustainability
Cross-Campus
• Educational Innovation
• Discovery to Product (D2P)
VIRAL GROWTH
SCALING CHANGE
“In higher education, we know how to innovate. We have
pockets of excellence everywhere. But we struggle
with scaling change.”
David Ward, Chancellor Emeritus and
President Emeritus of American Council on Education
150 projects/year. 200 academic units over time. Campus-wide projects…
SCALING
Administrative Process Redesign – APR
Some examples:
• Financial Internal Controls
• Employee Communication
• Strategic Purchasing
• Research Award Set Up and Close Out
• Travel Reimbursement
Now: Administrative Transformation – a broader approach
National Trend – Adopting Lean Six Sigma for administrative processes.
SHOWCASE – 20 YEARS
Adopted from Penn State’s Quality Expo
Over 20 years, nearly 700 posters:
• 250 academic
• 445 administrative
• Plus featured topics and keynotes each year
Attendance from all corners of campus and beyond.
Showcase PULLs change:
Peer Force, Viral Change, Scale, Crossing Boundaries
EDGE OF CHAOS –A CREATIVE SPACE
PULL V. PUSH
Culture eats strategy for breakfast
If I had a hammer
Off the shelf
Peer force
Crossing boundaries
Viral growth
Scale
Edge of Chaos
Execute! Make it Happen.
FORWARD…
Office of Strategic ConsultingPartnering with the Campus Community to Enhance
Organizational Effectiveness
Jenny FaustAssociate Vice Provost for Strategic Initiatives and
Director, Office of Strategic Consulting
LEVERAGING DISTINCT STRENGTHS
Office of Quality
Improvement
Administrative Process Redesign
Off
ice
Of
Stra
tegi
c C
on
sult
ing
PRESENT … FUTURE
Office Of Strategic
ConsultingCapacity
Building
Organizational
Design
Project and
Portfolio
Management
Process
Improvement
Enhancing
Department
Culture and
Climate
Strategic
Planning
WHAT’S NEXT?
Proof of concept (ROI, success measures, accountability)
Scale still a challenge – how to leverage “wins” in one unit
and apply to others (while preserving confidentiality,
recognizing complexity, unique features of new cases)
Innovation – “More ideas than time!” How do we continue to
seize on good ideas, without burnout and also allowing time
for new ideas to “stick”?
Change management – how much is too much, too fast?
and …
RESOURCES
Office of Strategic Consulting - OSC
https://strategicconsulting.wisc.edu/
4th floor of 445 Henry Mall. We’re right between the Stovall Building (Wisconsin State
Laboratory of Hygiene) and the Genetics-Biotechnology Center.
Network for Change and Continuous Improvement in Higher Education – NCCI
www.ncci-cu.org
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