Quality Management System Retreat
December 11-12, 2001
South Shore Harbor
Developed and Facilitated by Ron Asbury
Expectations
-
Team #1
– What do you want to get out of this retreat?
- Better understanding of IT’s vision for quality.
-
Best practices (what are the processes?)
-
How do we as a total organization work as a team?
-
What is my individual role?
-
How do we define and measure quality?
-
Team #2
– What is a good definition of quality management?
- Quality management is a customer-focused approach achieved by empowering staff to continuously improve processes and services to achieve organizational objectives.
Quality Management includes:
1) meeting customer requirements
2) problem resolution/timely manner
3) empowerment of staff
4) metrics
5) continuous improvement
6) path to Biz Excellence
7) incremental
8) work together/inline with goals
9) effectiveness/efficiency
-
Team #3
– Who are IT’s primary customers?
- Students
prospective
grads
undergrads
commuters
residents
- Faculty
teaching
research
service
adjuncts
full-time
distance
- Staff
operational
teaching
research
full-time
part-time
- UHS components – UH departments
Payroll
Financials
Enterprise
Student Administration
- Other UH components
Student Administration
- Alumni
Fundraising
Internet
Tech advisors
2012 Olympics
HATAC
- Community
KUHT
KUHF
- Vendors
Sun Partnership
- Government
State reporting
- Internal Staff
-
Team #4
– Who are IT’s primary suppliers?
- Funding Sources
State, Federal, Student, Service Center
- Vendors
- hardware, software services
- Facilities Planning and Construction (FP&C)
- Customer requirements
- Management requirements
Legislative Board, Department of Information Resources,
- Internal requirements
-
Team #5
– What are IT’s key business processes? (high level)
- Academic Support including helpdesk, ITV, labs
- Administrative services – payroll, financial, computers for staff
- Computing infrastructure – servers, licensing
- Communications infrastructure – networking and communications
- Research and development