Guides, Tools and Tips

Strategic Planning & Quality Improvment (SPQI) has posted documents on a variety of topics to help you with your strategic planning or quality improvement initiatives. Please contact us with questions or suggestions for additional topics you would like to see covered. 

Topics

Assessment

• EHE: Excellence in Higher Education
• Baldrige Criteria for Performance Excellence: Education Sector

Customer Service

The following presentation and tools/templates were delivered on January 17, 2013 by Dennis Snow, Snow & Associates, Inc., at the "Delivering World-Class Customer Service Workshop" at Sacramento State.

• Workshop Handout (Delivering World-Class Customer Service)
• Service Map Process
• Everthing Speaks Distracters
• Customer Expectations

Website - www.snowassociates.com

Lean/Process Improvement

• CSU Lean PI Workshop Slides
• LEAN Matrix 
• Intro to Lean Principles Supergraphic
• Sample Maps and Charts
• Systems Thinking
• Systems Map
• Cross-Functional Process Map
• Templates

Strategic Communication

Strategic Communications Grid

Strategic Planning

• Strategic Planning Process Model
• Strategic Planning Template
• SWOT Analysis Guidelines

Surveys

• CSU Standardized Surveys for 17 Functions
• How to Interpret Survey Results

Technology

• Accessing Sacfiles from a Remote Computer
• Network Account Security