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Continuing Education faces pressure to grow, increase profitability, and reach new markets. However, many departments do not have clear goals and are unsure of which key performance indicators are most effective to measure progress. This presentation examines how to choose the most critical measurements, tie those measurements to efforts within your unit and link metrics with goals. During this presentation we will review several important data points for CE units. We will look at data that can be easily pulled together and we will separate data into data that can be leveraged as a leading indicator and as a lagging indicator. During this presentation we will look at how data can be combined to paint a picture of what’s happening with your program and your unit. Finally, we will also look at ways in which different activities, such as marketing, admissions, and improvements to the overall curriculum can impact what you’re measuring and how.
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Creating a Roadmap Creating a Roadmap for Program Successfor Program Success
Presented by:
Mercedes Suraty-Clarke from the University of Houston &
Nicole Foerschler Horn from JMH Consulting
Goals should:•Center around mission and vision
•Take into account 4 perspectives
Balanced Scorecard and Strategy Map Work Together
• Strategy Map• Sets the goals
• Balanced Scorecard• Creates the plan
Strategy Map and Balanced Scorecard
Where Do You Want To Go?
This is a financial goal3 to 5 year time frame
Choose Your Value Proposition
Value Proposition Models
Characteristics
Examples University Related Examples
Operational Excellence
Focus on priceEase of use
WalmartDellIKEA
On demand classesInexpensive classes
Product Leadership
First to market with advancesUnique attributes
AppleGoogle
New offeringsCutting edge deliveryExperiential learning
Customer Intimacy
Customer service focus“Best Friend” approach
NordstromRitz-Carlton
Counselor for studentsTailored/custom classes
Create a Customer Strategy
What do you want your customers to think of you?Focus on:•Retaining/Adding customers•Increasing revenue per customer•Decreasing cost per customer
Customer Strategy
Operational Excellence
Product Leadership
Customer Intimacy
Retain and Add Customers
Help customers choose the best product. Keep them engaged.
Increase revenue per customer
Launch the latest and greatest product. Charge a premium.
Reduce cost per customer
Make it cheap and easy for customers to buy
Focus on Internal Strategy
Internal Strategy
Learning and Growing
Strategy Map at UH
Strategy Map and Balanced Scorecard
Balanced Scorecard
Leading Indicator
“In process” measurements•Website visitors•Info Session registrants•Program Leads
Gross RevenueExpensesStudent Evals
Lagging Indicators
Your Turn!
Measure What You Do
Determine how to…• Pull measurements• Report Measurements• Hold people
accountable
Contact Us:
Mercerdes Suraty-Clarke•msclarke@uh.edu
Nicole Foerschler Horn•nfoerschler@jmhconsulting.com
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