You asked yourself the important question - "But now I wonder, what
do I do with the stats?"
Based upon a Six Sigma approach to quality improvement:
Step One is the identify core processes and key customers.
Step Two is to define customer requirements and Key Process Variables associated with the requirements.
Step Three is to measure current performance.
Step Four is to prioritize, analyze, & implement improvements.
Step Five - return to Step Three and do it again.
This is called in Six Sigma the DMAIC - Define, Measure, Analyze, Improve, Control model.
The Deming model of quality improvement is P-D-C-A:
Plan - review current performance for issues and gaps.
Do - pilot the planned solution.
Check - Measure the results.
Act - based on the test solution and evaluation, refine and expand the solution.
Then start over.
Neither of these will provide to you a comparison with other institutions, however both work well in the world of quality improvement.
Hope this helps.
Kevin L. Peters
Technical Services Manager
[log in to unmask]
Kyle Barger wrote:
> So, I put in something I've been interested in for a long time: a helpdesk
> database to track problems solved and outstanding. But now I wonder, what
> do I do with the stats? I'm familiar with surveys such as the COSTS
> project and the Campus Computing Project, but unless I missed it somewhere,
> they don't show this kind of information. Is there some source of
> information I can compare our stats against other institutions to see how
> we're doing? (What I'm most interested in is the number of problems
> handled, and the breakdown of faculty/staff issues vs. student ones.)
> Kyle Barger Manager of Computing & Telecom Services
> [log in to unmask] The Lutheran Theological Seminary at Philadelphia
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