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Learning from the Inside and the Outside:

Administrative Unit Reviews

Sarah L. Collie – University of Virginia

Maury Cotter – University of Wisconsin-Madison

Carol Mullaney – University of Notre Dame

Network for Change and Continuous InnovationPOWER 60s Professional Development Session

March 30, 2017

Administrative Unit ReviewThe Notre Dame and University of Virginia

Experience

Why?

What is the purpose?

What is the structure?

How is it applied?

What has been the outcome?

NCCI 33/30/2017

Notre Dame AUR Programhttps://ospir.nd.edu/administrative-unit-reviews/

What They Are

• Focused on slate of services

• Informative to unit’s long-

term strategy

• Unit-driven, assisted by

OSPIR

NCCI 4

Elements

• Internal Assessment: Self-

study; Internal Interviews;

Desired Objectives

• External Resource Review:

Peer Advisor Visit and Report

• Action Planning: Review of

Report; Development of Short

and Long-Term Plans

What They Are Not

• Audit

• Organizational review

• Focused solely on expense

reduction

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University of Notre Dame

• AURs began in Spring 2012

• Managed and conducted by our Office of

Strategic Planning and Institutional Research

(OSPIR)

• To date, 26 reviews have been completed or are in

process

3/30/2017NCCI 5

ND: Units Completing AURs

NCCI 63/30/2017

3/30/2017NCCI 7

Some of the External Reviewers To-Date (Notre Dame)

University of VirginiaAdministrative Unit Review

o Developed as continuous improvement tool, managed by Organizational

Excellence in partnership with unit

o Modeled after UVA Academic Program Review,

Accreditation Reviews, and other institution’s AUR

o Intended to complement other data sources

(e.g. recent benchmarking study, customer

feedback,…)

o Pilot in 2015 with Procurement

Services

3/30/2017NCCI 8

University of VirginiaAdministrative Unit Review

https://organizationalexcellence.virginia.edu/initiatives

Purpose

• Foster administrative

excellence;

• Assess a unit’s quality,

efficiency, and

effectiveness of services;

• Consider the impact of

current and emerging

issues

• Promote mission-centric

constructive change

NCCI 9

Elements

• Unit self-study and supplemental information

• On-site visit by an external committee

• Assessment report with recommendations

• Guide provided to internal unit and external committee

3/30/2017

Three Perspectives

Coordinator, Reviewer, Reviewee

3/30/2017NCCI 10

Coordinator Perspective

AUR – Fall 2015

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Coordinator Role

• Gain sponsorship• Identify/recruit ext.

committee members• Self-study framework • Help assemble

supporting material• Identify stakeholders

for interviews (~40) and set expectations

• Create schedule• Appoint a leader of

the ext. committee• Prep call with ext.

committee

• Ext. committee introduction and orientation

• On-site logistics for interview sessions

• Debrief about draft report and allow time for extcommittee to begin draft during site visit

• Review draft report and monitor completion

• Facilitate review of recommendations and subsequent action plan

• Ensure findings shared with stakeholders

• Monitor progress

PrepareSupport

Execution Follow

Through

NCCI 3/30/2017 12

Helpful Hints

• Diverse external committee member perspectives: o Oversight Executive Role

o Unit Director/Procurement Expertise

o Quality

o External Functional Experience

• Limit the length of the unit self-study; encourage use of charts, graphs, web links

• Preview unit self-study to help shape

• Stakeholders represent balanced, diverse views

• Allow external committee to “see & observe” the unit’s operational space

• Preview final report for clarity

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Challenges and Surprises

• Level of stakeholder

engagement and

appreciation

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• Skepticism about value and output

• Identification and recruitment of external committee members

• Logistics and scheduling

Thank you for doing this. No one has ever asked what I

thought about their services.-Stakeholder after being interviewed

Buy-in

Composition and quality of review

committee

One review member serve as a leader of the

committee

Open communication – pre, during, post

A neutral party coordinator with institutional view

Follow-up

Enablers for Success

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Questions about the Coordinator perspective?

3/30/2017NCCI 16

(submit via the Chat function)

External Committee Reviewer

Perspective

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External Committee ReviewerPreparing Ahead:

• Understand purpose of the review.

• What is expected of the review committee?

Your role?

• Read background materials/data provided

• Study the org chart

• Draft interview questions

• Block writing time

NCCI 3/30/2017 18

The Review: On SiteUse Design Provided – Seek to Understand:

• Institution’s needs.

• Client’s needs. Unit’s perspective.

• PROBE

• Challenge. Ask for data.

• RESPECT

• What can be improved?

• What should be preserved/leveraged?

• Examples of recommendations

NCCI 3/30/2017 19

Recommendations and ReportOn site:

• Team lead: coordinate decisions on

recommendations.

• Outline report.

• Writing assignments

Post Visit:

• Produce draft within 10 days

• Invite corrections

• Walk through by phone

3/30/2017NCCI 20

Reflections from a Reviewer• Good design and coordination by the institution

• Data and facts – emotion and opinion – all relevant

• Not just what’s wrong. Leverage the good!

• Respect for all!

• Team include:o Experts in content

o Organizing, Writing

o External perspective

• Time commitment

• Reviewers learn too!

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Questions about the External Reviewer perspective?

3/30/2017NCCI 22

(submit via the Chat function)

Reviewed Unit Perspective

Notre Dame’s Office of Continuous Improvement

AUR – Fall 2013

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Role and Responsibilities:Unit Undergoing Review

• Lead the team in preparing for the review

• Recommend external reviewers and internal constituents to be interviewed

• Prepare a succinct yet thorough document to accurately present the office’s services, strengths, weaknesses, challenges, opportunities

• Take in all of the recommendations

• Develop subsequent plans and act on them!

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Enabler for Success #1:Thoughtful Selection of External

Reviewers

• Varied Perspectiveso Institution Type

o Programs

o Outside of Higher Education

• Individuals with Solid

Content Knowledge

and Experience

• Credibility

NCCI 253/30/2017

Enabler for Success #2:Clear Articulation of Desired

Objectives

3/30/2017NCCI 26

• Thoughtful planning and a

clear articulation of:

o Challenges our program was facing

o Areas of strength and weakness

o Specificity around what we wanted to

learn from the review

Enabler for Success #3:Be Open and Honest

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-- Initial Reaction of our Team

to the Prospect of

Undergoing a Review

Enabler for Success #3:Be Open and Honest

• It can feel like you are

airing dirty laundry!

• To obtain valuable,

candid feedback, you

need to present your

current situation openly

and honestly

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Questions about the Reviewed Unit perspective?

3/30/2017NCCI 29

(submit via the Chat function)

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Contact Us:

Carol Mullaney, Director of Continuous ImprovementUniversity of Notre Damecmullane@nd.edu(574) 631-1293

Maury Cotter, Director of Quality ImprovementUniversity of Wisconsin-Madisonmaury.cotter@wisc.edu(608) 262-9313

3/30/2017

Sarah L. Collie, Associate VP for Organizational ExcellenceUniversity of Virginiascollie@virginia.edu(434) 243-9907

Upcoming Power 60 Webinars

• Critical Inputs for Building Operational Excellence Infrastructure April 14

• Transforming the Student Experience – Tools and Techniques That Matter April 18

• From Lemons to Culture Change: Moving from a SACS Monitoring Report

to a Culture of Continuous Improvement April 26

• Coaching Leadership: A Necessary Skill for Leading Change in Today's

Higher Education Institutions May 16

• Six Emerging Trends in Higher Education Marketing May 23

• Using Balanced Scorecards, Lean and Liberating Structures to Accelerate

Strategic Planning and Implementation June 14

Save the Dates: 2017 Annual Conference

July 27-29

Minneapolis, MN