EDUC 603: Front End Analysis

Performance Gap Analysis

Client:

The local High School Alumni Wall of Honor Committee is a committee that was established in 2007 to recognize outstanding alumni of the local high school. The committee is made up of 8-12 members including alumni of the High School, school personnel, and community members.

Background Information:

It is the responsibility of the committee to once a year evaluate nominations of candidates for the Alumni Wall of Honor, and to organize and oversee the induction ceremony that takes place each fall. The committee is also responsible for planning activities to showcase the inductees to the student body. This has been done by introducing the inductees at the homecoming football game, and by having an inductee panel discussion for students the day after the induction ceremony.

Methods:

The non-voting liaison between the High School and the Alumni Wall of Honor Committee is who I have been in contact with via face-to-face interactions, e-mail exchanges, and phone calls. She shared her concerns with me regarding the number of nominations that are currently being received, and that due to the dwindling number of nominees, no real criteria has ever been set for inductees. She stated there is no way to weight nominees from year to year to maintain consistency. The liaison stated that there have been approximately 400 graduates from the High School each year since 1963, which means there are approximately 25,000 alumni who could be nominated. The only real criteria set at this time is that nominations must have graduated from the high school at least 10 years ago.

Problem Statement:

The local High School Alumni Wall of Honor Committee does not receive a good pool of nominations for the Alumni Wall of Honor, resulting in inconsistent criteria for inductees.

Current State:

.005% of the High School Graduates are being nominated for the High School Alumni Wall of Honor.

Future State:

2% of the High School Graduates are being nominated for the High School Alumni Wall of Honor.

Delta

A 1.995% increase of the High School Graduates are being nominated for the High Alumni School Wall of Honor.

Root Cause Analysis

Problem Statement:

The High School Alumni Wall of Honor Committee does not receive a good pool of nominations for the Alumni Wall of Honor, resulting in inconsistent criteria for inductees.

Methods:

The non-voting liaison between the High School and the Alumni Wall of Honor Committee is who I have been in contact with via face-to-face interactions, e-mail exchanges, and phone calls again this week for the Root Cause Analysis. My findings from the interviews I had from the liaison are organized into the categories below.

Factors that Influence Performance:

            Resources:

  • The Committee’s budget comes from donations from outside resources, or from the Committee members themselves for the induction ceremony and panel.
  • The Committee has a Facebook page that has 48 page “likes.”
  • The Committee has put advertisements in the Sun and the Maryland Gazette.
  • The family members of possible successful graduates have begun to pass away, so the number of in-person resources is declining.
  • The High School faculty and staff have a high turnover rate, so there are not many teachers that are around to nominate previous students that they may still be in contact with.

            Structure/ Process:

  • The committee meets 5 times at most throughout the year, which is still extremely difficult for each member since they have full-time positions elsewhere. The committee meets in August before the induction ceremony, in November following the ceremony to discuss improvements for the ceremony and the panel, in January/ February to begin discussing how to get more nominations for that year, and finally they meet in May so they can vote on the nominees. In 2015, the voting date needed to be moved back one month to allow for extra time to receive nominations.
  • Many times the meetings are just a way for the members to sit and talk to each other, there is no real agenda or goal for any of the meetings.
  • The committee has no real mission statement.
  • The committee has no real criteria for voting in inductees. Their only scoring criteria is based on a 50-point system, and each Committee member looks at each nomination independently, and scores the nominees from zero to 50, with 50 being ideal. The voting is entirely subjective, so some people think one nomination is a 50, but others don’t believe that the nominee is that impressive.
  • Each Committee member has specific duties for the induction ceremony, such as contacting the inductees, writing the biographies for the inductees and getting them approved, creating the programs, and setting up the induction ceremony. Apart from the ceremony, there are not really any assigned duties for Committee Members, as most of the discussions and decisions are made at one of the five meetings per year.
  • There is no widespread knowledge of what the Alumni Wall of Honor is, and many people are unaware that it is happening at all.
  • There is also no widespread knowledge of the Alumni Wall of Honor Committee, so there are people who are looking to be part of it.

            Information:

  • There is no real data to monitor nominations. The data received from the liaison was based on her memory.
  • There is not enough information about the people who have graduated from the High School over the past 50 years. It is unclear where most graduates have relocated to.
  • Committee members do meet to discuss improvements at their meeting in November, but the discussion on how to accumulate more nominees always falls short in January.
  • Though many people who attend the induction ceremony seem to generally feel positive after the induction ceremony, no real feedback is gathered from inductees or anyone else involved in the Alumni Wall of Honor for improvements.

            Knowledge:

  • There has recently been a large turnover in committee members, so many of the members do not have the know-how that other’s possessed.
  • The chairperson for the committee is not the same each year.
  • Liaison has only been the liaison for the Alumni Wall of Honor for about four years. Previously, the liaison was a non-teaching business advisory board employee, whose duties consisted of the Alumni Wall of Honor. As a result, she had more contacts and more time to accumulate the data and resources that the liaison does not have the know-how for, have access to, or the time to complete.
  • While updates are posted on the Alumni Wall of Honor Facebook, the Facebook only has 48 “likes.”

            Motives:

  • Committee members are all volunteers, so the only motivation is intrinsic since they want to help the High School and to help motivate the students.
  • The Committee members do not get any real recognition for their efforts.
  • The Alumni Wall of Honor is not widely known, so the effort that members put in often feels in vain.

            Wellness:

  • Since all Committee members have full-time positions elsewhere, it is unmanageable to do some of the work that could help improve the Alumni Wall of Honor.
  • It is difficult for the liaison to take on the amount of responsibilities that the previous liaison took on, since it is not her priority.
Factor Finding Recommendation
Resources The Committee’s budget comes from donations from outside resources, or from the Committee members themselves for the induction ceremony and panel. While it is not possible for the school board to allot a budget for the Committee, putting out donation buckets around the school at local businesses and other school events such as football games or theater functions could increase the number of donations. Members can also fundraise to raise more money.
Resources The Committee has a Facebook page that has 48 page “likes.” In the social media age it is important to have every type of page possible. In addition to Facebook, the committee can create a Twitter page or even an Instagram account to increase awareness. It is also important that the Committee works closer with the High School pages, since they receive more “hits.”
Resources The Committee has put advertisements in the Baltimore Sun (three years ago) and the Maryland Gazette, but still don’t receive many nominations. The Committee should continue to post advertisements in the local newspapers consistently, but begin to post advertisements in other locations such as WBALTV that have a great amount of hits per day.
Resources The family members of possible successful graduates have begun to pass away, so the number of in-person resources is declining. By getting information out to a broader amount of people via social media and other news sites, elderly family members will not be the only way to access possible nominees.
Resources High School faculty and staff have a high turnover rate, so there are not many teachers that are around to nominate previous students that they may still be in contact with. As faculty and staff leave, provide them multiple nomination forms. Advise them to fill out the nomination form for students they have had whom they feel deserve to be honored on the wall of honor. If they have not had students who should be honored who have graduated 10 years or more ago, ask that they fill out a nomination form and submit it in the future. While it is not ideal, it is possible to receive a few more nominations in that way.
Structure/ Process The committee meets 5 times at most throughout the year, which is still extremely difficult for each member since they have full-time positions elsewhere. Members could use technology to meet informally so that further meetings can happen throughout the year. Google Hangouts or Skype meetings are plausible, but there would need to be a training on how to use them since some older members are not tech savvy. It also requires members to be online at the same time which could prove difficult. A second option would be to create forums or use social media to keep in contact.
Structure/ Process Many times the meetings are just a way for the members to sit and talk to each other, there is no real agenda or goal for any of the meetings. The Committee chairperson should create an agenda before the start of each meeting to ensure there is a purpose to the meeting, and goals are being met.
Structure/ Process The committee has no real mission statement. At the January meeting whose primary purpose is to discuss accumulating nominations for the following year, members should discuss what their purpose is as a committee, and write a formal mission statement.
Structure/ Process The committee has no real criteria for voting in inductees. Their only scoring criteria is based on a 50-point system, and each Committee member looks at each nomination independently, and scores the nominees from zero to 50, with 50 being ideal. The voting is entirely subjective, so some people think one nomination is a 50, but others don’t believe that the nominee is that impressive. Committee members need to create a scoring rubric with criteria that is not subjective on it to fairly score each nominee. The scoring rubric can still be based on a 50-point system, but should include items on it that are non-negotiable for nominees to be inducted to the Wall of Honor.
Structure/ Process Each Committee member has specific duties for the induction ceremony, such as contacting the inductees, writing the biographies for the inductees and getting them approved, creating the programs, and setting up the induction ceremony. Apart from the ceremony, there are not really any assigned duties for Committee Members, as most of the discussions and decisions are made at one of the five meetings per year. Each committee member should share their part of the committee so that other members are not overwhelmed with duties and the year runs smoothly. It is suggested that members sit down at a future meeting and create a list of items that must be completed throughout the year with clear expectations. The duties can be delegated by the chairperson.
Structure/ Process
  • There is no widespread knowledge of what the Alumni Wall of Honor is, and many people are unaware that it is happening at all.
  • There is also no widespread knowledge of the Alumni Wall of Honor Committee, so there are people who are looking to be part of it.
With the help of social media, newspapers and news sites, the Alumni Wall of Honor should be better represented. High School also has a signature program whose mission is public service. Since one key element to inductees who are on the Alumni Wall of Honor is public service, the Wall of Honor Committee can work directly with the signature program to get the word out. Also, I think it is important that students are also advocating for the Alumni Wall of Honor since they could be on it one day, so one or two students could be part of the committee itself, or just help get the word out about the Alumni Wall of Honor. Finally, speaking about the Alumni Wall of Honor at multiple school events will help broadcast it.
Information There is no real data to monitor nominations. The data received from the liaison was based on her memory. As part of a committee members’ duties, an excel file should be created to monitor data from year to year.
Information There is not enough information about the people who have graduated from the High School over the past 50 years. It is unclear where most graduates have relocated to. For current students, have them fill out a form (perhaps with Google Forms) that has information about where they are currently living, where they are going to school, and other important contact information so that it can be saved into a database. The same form can be posted to social media sites for the Alumni to fill in. While it is still voluntary, there is not currently a database formed for that information, so it is likely there will be more contact information than it currently available.
Information Committee members do meet to discuss improvements at their meeting in November, but the discussion on how to accumulate more nominees always falls short in January. By having a clear agenda that is created by the chair person (as noted in recommendations above), the meeting will be more focused on accumulating more nominations.
Information Though many people who attend the induction ceremony seem to generally feel positive after the induction ceremony, no real feedback is gathered from inductees or anyone else involved in the Alumni Wall of Honor for improvements. Have attendees and inductees fill out a survey as they leave the induction ceremony. The survey can be paper-based or technology based to reach the most amount of people. A QR code can be provided for attendees who have smartphones so that the survey is easily accessed.
Knowledge There has recently been a large turnover in committee members, so many of the members do not have the know-how that others possessed. A training and job aid should be developed so that current members and future members have access to information and where to find it.
Knowledge The chairperson for the committee is not the same each year. It is advised that the chairperson stays the same yearly. If that is not possible, a job aid should be created with the duties that the chair person has and should be completing so that each person has access to the information when they take on the role.
Knowledge The liaison has only been the liaison for the Alumni Wall of Honor for about four years. Previously, the liaison was a non-teaching business advisory board employee, whose duties consisted of the Alumni Wall of Honor. As a result, she had more contacts and more time to accumulate the data and resources that the liaison does not have the know-how for, have access to, or the time to complete. It is suggested that a one-on-one training is done with the liaison to make her aware of the resources that she has. It is also advised that her duties be split up amongst other committee members, which would require training for each member.
Knowledge While updates are posted on the Alumni Wall of Honor Facebook, the Facebook only has 48 “likes.” In addition to a resource problem, I believe this is also a knowledge problem. If members are unaware of how to post on social media successfully, it is improbable that the word will get out about the Alumni Wall of Honor. A training on the types of social media and how to use it may prove successful.
Motives
  • Committee members are all volunteers, so the only motivation is intrinsic since they want to help the High School and to help motivate the students.
  •  The Committee members do not get any real recognition for their efforts.
  • The Alumni Wall of Honor is not widely known, so the effort that members put in often feels in vain.
Use donations that are given to create certificates or awards for committee members throughout the year to increase the amount of recognition they receive. Also, use social media to post recognition so that members do not feel their efforts are in vain.
Wellness
  • Since all Committee members have full-time positions elsewhere, it is unmanageable to do some of the work that could help improve the Alumni Wall of Honor.
  • It is difficult for the liaison to take on the amount of responsibilities that the previous liaison took on, since it is not her priority.
By delegating more duties throughout the committee (as noted in above recommendations), it will help members feel less stressed about the amount of work they need to do. Also, by having more informal meetings via Google Hangouts or via forums/ social media (also noted above), members can accomplish more.

1 Comment

  1. Peer Review (also in the wiki)
    Overall
    You have written your FEA really clearly, Alysha; the layout helps the reader follow your analysis and thought process. Here are some detailed comments.

    Your PGA
    The background information is succinct which is an advantage in that it can be read quickly; a possible disadvantage though is that some information could be omitted. For example, as a non-US citizen, I had to Google the relevance of “homecoming” (we don’t have this concept in the UK). While your client (Glen Burnie High School Alumni Wall of Honor Committee) in this case will presumably know the relevance of homecoming, it might be worth considering cultural differences and explaining some key concepts in future, especially as other stakeholders may have sight of your FEA. In addition, it might be worth explaining how the induction fits in – I am presuming this is an induction of new alumni who have been approved for the Wall of Honor, but it might be worth you clarifying that?
    The problem statement is well written in the way advocated by Campos (2015a). You are comparing similar metrics, but not implying a solution, both of which are good practice (Franklin, 2006). However, I’m not sure that a low number of nominations is necessarily a cause of inconsistent criteria, is it? (The criteria could be set independently, couldn’t they?) Having said that, I note that you say that Ms. Huey said “due to the dwindling number of nominees, no real criteria has ever been set for inductees”, which means your problem statement rings true. Perhaps it’s because of the low number of nominations that the committee haven’t felt the need to set criteria? Or is the committee wanting to have a bank of nominations which they can analyse so as to come up with criteria?
    You used a good range of methods to gather the data and spoke to a relevant person – a person who knows where the school and the committee should be going, and how the performance should be.

    Your RCA
    You sorted the root cause statements into the six categories (Campos, 2015b), which is helpful. Your methods involved speaking to the same person as for your GPA which seems to have provided useful information. However, as suggested by Franklin (2006), could you explore speaking to the performers (the committee) themselves for your RCA? Might they provide different information?
    Having said that, you have already uncovered a large number of root causes, which is impressive. (A small point – should the last bullet point under “structure/process”read: “[…] so there are no / not many people who are looking to be part of it”?)

    Your FEA
    You have produced an excellent range of recommendations for each of the factors that influence performance, as Campos (2015c) advises, and you’ve certainly been creative with them. I like how some recommendations relate to the use of technology, some relate to management/chairing skills, some to generating income etc., and how in some instances you have provided multiple recommendations for a single finding. It is interesting to see that training is also one of your recommendations. As the client I would like to know more about the proposed training: regarding the first knowledge recommendation, what sort of information are you thinking committee members need access to? Regarding the fourth knowledge recommendation, could you perhaps clarify that you mean training for committee members on types of social media and their use? If so, can you please explain how this might increase the number of “likes”?
    Overall, as the client, I’d be very impressed with the detail. Thank you.

    References
    Campos, J. (2015a). Performance gap analysis presentation. Retrieved from https://www.youtube.com/watch?v=zWZSJjHwXRI&feature=youtu.be
    Campos, J. (2015b). Root cause analysis presentation. Retrieved from: https://www.youtube.com/watch?v=JZbw4whHn2o&feature=youtu.be
    Campos, J. (2015). Front end analysis presentation. Retrieved from https://www.youtube.com/watch?v=qrYVcUZehcA&feature=youtu.be
    Franklin, M. (2006). Performance gap analysis. ASTD press.

Leave a Reply