Quality Improvement - History

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Quality Improvement

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CSU Quality Improvement History

Programs designed to improve the quality of education and services in the CSU were established in 1993 with the Systemwide Benchmarking Project. It later evolved into quality improvement concepts and frameworks to promote effective quality improvement changes at the campus level.

In 1999, a steering committee changed the name to “Quality Improvement” (QI), implementing customer satisfaction surveys. In the same year, the QI program became a multi-tiered approach focused on improving operations, cutting costs and improving service.

In 2001, CSU began implementation of “pbviews,” a performance management tool. Pbviews supports the various campuses’ strategic management frameworks and provides system-wide accessibility to performance measurement and customer satisfaction data, thereby facilitating the achievement of improved quality in the system.

The “pbviews” tool has served to reinforce the objectives of both our campus and the institution as a whole. It provides campus leadership with necessary data to make informed decisions, and promotes accountability and improvement in the CSU by facilitating communication of setting priorities, sharing best practices, assessing outcomes of key campus activities, and focusing on areas needing attention.

This tool is utilized to support strategic performance management initiatives on 10 campuses, including the monitoring of student outcomes, the accountability of process frameworks, the balanced scorecard, Malcolm Baldrige and strategic plans in the administrative divisions. At the system level, this tool supports the performance measurement and customer satisfaction initiative for critical university functions (e.g. Student Health Services, Career Centers, University Police and Financial Aid).

In Spring 2004, the ChancellorÂ’s Office began using a web-based tool, SurveyMonkey, to conduct customer satisfaction surveys. SurveyMonkey allows users to design, collect and analyze surveys and results on the web. This new web tool replaced the prior web administration method and enabled dramatic improvements. In addition, it reduced campus administrative efforts and system-wide costs.

In 2004, the QI program also began Action for Excellence. It changed the focus to offering solutions in flexible ways to promote the alignment of the various initiatives and results for the desired goals of the campus. QI is still “the right thing to do,” but it is beyond merely collecting data and producing reports. Through this data and the sharing of knowledge, we are empowered to make changes.

As part of Action for Excellence, QI launched a new website in October 2004, offering such tools as:

  • Measure Library
  • SurveyDesign
  • WASC resources section
  • CMS Process Impacts & Measures
  • Quality Improvement Audit Initiative
  • Quality Showcase
  • Web Seminar Series                                                                                                                         

Today the QI program promotes continuous quality and productivity improvement in the CSU, using the following measures:

  • Systematic identification and transfer of best practices
  • Quality enhancement strategies and frameworks
  • Assessment of customer needs and satisfaction
  • Process measurement and evaluation tools
  • Outcomes assessment and performance measures
  • Campus and/or system-wide collaboration

Note:  The above synopsis was taken from History of Systemwide Projects 1993 – Present. For more information, please visit: www.CalState.edu/QI/history/HistoryI.shtml