You Can Get There From Here. - NIST
You Can Get There From Here.Malcolm Baldrige National Quality Award 2019National Quality Award Applicationand Results Update September 2019
Howard Community CollegeMalcolm Baldrige Quality Award ApplicationTable of ContentsOrganizational ChartGlossary of Terms and AbbreviationsOrganizational Profile . i-vResponse to the Criteria: . 1-501 – Leadership1.1 Senior Leadership . 11.2 Governance and Societal Contributions . 42 – Strategy2.1 Strategy Development . 62.2 Strategy Implementation . 113 – Customers3.1 Customer Expectations . 133.2 Customer Engagement . 154 – Measurement, Analysis, and Knowledge Management4.1 Measurement, Analysis, and Improvement of Organizational Performance . 164.2 Information and Knowledge Management . 205 – Workforce5.1 Workforce Environment . 215.2 Workforce Engagement. 246 – Operations6.1 Work Processes . 276.2 Operational Effectiveness. 317 – Results7.1 Student Learning and Process Results. 347.2 Customer Results . 397.3 Workforce Results . 427.4 Leadership and Governance Results . 457.5 Budgetary, Financial, Market, and Strategy Results . 48Howard Community CollegeProviding Pathways to Success
Board of Trustees*HOWARD COMMUNITY COLLEGEPresidentKathleen HetheringtonExecutive Associate to the PresidentLinda EmmerichExecutive Assistant to the PresidentMaha SalamahExecutive Directorof PublicRelations &MarketingElizabeth HomanDirector ofDevelopment/Executive Directorof EducationalFoundationMissy MatteyVice President ofAcademic AffairsJean SvacinaVice President ofAdministration & FinanceLynn ColemanVice President of StudentServicesCindy PeterkaVice President ofInformation TechnologyTom GlaserAssociate VicePresident of AcademicAffairsGreg FleisherCapital Projects andFacilitiesChuck NightingaleEnrollment ServicesAlison BuckleyAdministrativeInformation SystemsLinda WuAcademic EngagementMatthew Van HooseArts & HumanitiesValerie LashBusiness/ComputersSharon SchmickleyContinuing Education &Workforce DevelopmentMinah WooEnglish/WorldLanguagesMargaret Garroway*Board members:Kevin J. Doyle, ChairFelícita Solá-Carter, Vice ChairSteven A. JossChristopher G. MarascoMamie J. PerkinsKevin F. SchmidtVacantKathleen Hetherington, Secretary/TreasurerUpdated 02/04/19FinanceChris HestonHuman ResourcesKarlyn Young (acting)Auxiliary and CapitalProgramsShelly Bilello*******Auxiliary Services(Café and Bookstore)Dewey GrimPublic SafetyBill DavisAdmissions, Advising & TransferDorothy Plantz*******Financial Aid ServicesDawn Mosisa-Lowe*******Records, Registration, & VeteransAffairsCheryl Cudzilo*******Test CenterZakia JohnsonStudent DevelopmentJanice MarksAcademic Support ServicesDebra Greene*******Health SciencesGeorgene ButlerChildren's Learning CenterLaurie Moran*******MathematicsMike LongCounseling & Career ServicesJay Coughlin*******Science, Engineering,and TechnologyPatricia TurnerSocial Sciences andTeacher EducationLaura CrippsTeaching and LearningServicesSteve HorvathDisability Support ServicesKathy McSweeney*******Student LifeSchnell GarrettSenior Director of Athletics andStudent ConductGeoffrey Colbert (acting)*******AthleticsErin Foley (interim)Information ServicesJohn GarnseyPlanning, Research, &OrganizationalDevelopmentZoe IrvinStudent ComputerServicesSung LeeUser & Network ServicesMike Heinmuller
Glossary of Terms and Abbreviations#360º – Performance review of supervisors and vice presidents by selected colleagues and direct reportsAAA – Associate of Arts degreeAACC – American Association of Community CollegesAAS – Associate of Applied Science degreeAAT – Associate of Arts in Teaching degreeACCT – Association of Community College TrusteesACUPCC – American College and University Presidents’ Climate CommitmentADA – Americans with Disabilities ActAdmin – Administrator employee (constituency) groupAFIT – Alliance for Innovation and TransformationALE – Advanced Leadership ExperienceALP – Accelerated Learning ProgramAoS – Available on siteARL – Applications and Research LaboratoryASE – Associate of Science in EngineeringASSIST – Assessment and Intervention for Students TeamAvg – AverageAVP – Area Vice PresidentAY – Academic yearBBenchmark – external comparative data; identified on charts as QAW, EC, best peer, state average, etc. (Historically,the term HCC benchmark might be either an internally-set target or an external comparison.)Board Ends – Key performance indicators (include MHEC indicators) reviewed monthly by the Board of TrusteesBOT – Board of TrusteesCC – CollaboratorsCanvas – a system designedCARE – Concern Assessment and Response for EmployeesCAPTE - Commission on Accreditation in Physical Therapy EducationCCRCCA - College and Career Readiness and College Completion ActCC –Curriculum CouncilCM – Continuous communicationCCSSE – Community College Survey of Student Engagement (national)CEWD – Continuing Education and Workforce DevelopmentCFT(s) – Cross-functional Team(s)CNA –COF – Commission on the FutureCOMAR – Code of Maryland Administrative RegulationsCOOP – Continuation of Operations PlanCore Work unit – sometimes appears only as “unit”CPR – Cardiopulmonary ResuscitationCTE – Career and Technology EducationDDLLR - Maryland Department of Labor, Licensing and RegulationEEAP – Employee Assistance ProgramEC – External Comparator (out-of-state college, university or League for Innovation Vanguard Learning Collegeproject participant)ED-PRM – Executive Director, Public Relations and MarketingED-PROD – Executive Director of Planning, Research and Organizational DevelopmentEEOC – Equal Employment Opportunity CommissionEMCFT – Enrollment Management Cross-functional TeamEMSI – Economic Modeling Specialists, Inc.EOP – Emergency Operations PlanERP – Enterprise Resource PlanningExAP – Executive Assistant to the PresidentHoward Community CollegeProviding Pathways to Success
EXCEL – Encouraging eXcellence through Coaching Empowerment and Leadership, HCC’s in-house leadershipprogramFF – Flexibility of offeringFAFSA – Free Application for Federal Student AidFERPA – Family Educational Rights and Privacy ActFF – Freshman Focus, an opportunity for graduating high school seniors to be admitted, tested, advised and registeredprior to the general registration periodFMP – Facilities Master PlanFPLC – Faculty Professional Learning CommunitiesFT – Full-timeFTE – Full-time EquivalentFunctional area – sometimes appears only as “area”FY – Fiscal Year (July 1–June 30)FYE – First-Year Experience – philosophy that recognizes the uniqueness of students’ first year in collegeGG – Strategic GoalsGC – Global CompetencyGCAA – Global Competency Aptitude AssessmentGCTWF – Great Colleges To Work For; survey/program sponsored by The Chronicle of Higher Education andModernThink LLCGPA – Grade Point AverageHHCC – Howard Community CollegeHCCEF – Howard Community College Educational FoundationHCPSS – Howard County Public School SystemHCRM – Health Cost & Risk ManagementHoCo – Howard CountyHSCFT – Health and Safety Cross-functional TeamII – InnovationIACLEA – International Association of Campus Law Enforcement AdministratorsICS – Incident Command SystemIDEA – Individual Development & Educational AssessmentIEP – Institutional Effectiveness PlanInfoView – Web intelligence systemINSPIRES – Innovation, Nurturing, Sustainability, Partnerships, Integrity, Respect, Excellence, ServiceIPEDS – Integrated Postsecondary Education Data SystemISO – International Organization for StandardizationISP – Internet Service ProviderIT – Information TechnologyJJD(s) – Job DescriptionsKkW – KilowattKPIs -Key Performance Indicators. Also see, Vital SignsLL – LearningLCC – Laurel College CenterLE – Leading EdgeLEED – Leadership in Energy and Environmental DesignLikert scale – measurement of the degree to which people agree or disagree with a statement (e.g., 5 strongly agree,1 strongly disagree)LMS – Learning Management System (CANVAS)LS – Leadership SystemLTSPC – Long-term strategic planning cycleMMVV – Mission, Vision and ValuesMVV/G – Mission, Vision, Values and Strategic GoalsMACC – Maryland Association of Community CollegesMAPs – Merit Achievement PlanHoward Community CollegeProviding Pathways to Success
MEEC – Maryland Education Enterprise ConsortiumMD – MarylandMHEC Indicators – Performance accountability measures mandated by MHECMHEC – Maryland Higher Education CommissionMSCHE – Middle States Commission on Higher EducationmyHCC – Portal site for faculty, staff and students.NN – NumberNatl – NationalNCCBP – National Community College Benchmark ProjectNIMS ICS – The National Incident Management SystemNIST – National Institute of Standards and TechnologyNOC – Network Operations CenterNSC – National Student ClearinghouseOOFIs – Opportunities for improvementOSHA – Occupational Safety and Health AdministrationPP – Partner(s)PC – Planning CouncilPCI – Payment Card IndustryPD – Professional DevelopmentPDCA – Plan-Do-Check-ActPDT/PDCFT – Professional Development Cross–functional TeamPES – Performance Evaluation SystemPGCC – Prince George’s Community CollegePII – Personally Identifiable InformationPMM – Performance Monitoring ModelPRIDE – Howard P.R.I.D.E. (Purpose. Respect. Initiative. Determination. Excellence)PRM – Public Relations and MarketingPROD – Planning, Research and Organizational Development OfficeProf/Tech – Professional/Technical employee (constituency) groupPT – President’s Team led by President. Members: Executive Associate to the President (ExAP); Executive Directorof PROD (ED-PROD); Executive Director, Public Relations/Marketing (ED-PRM); Vice President of AcademicAffairs (VPAA); Vice President of Administration and Finance (VPAF); Vice President of InformationTechnology (VPIT); and Vice President of Student Services (VPSS)QQI – Quality of InstructionQAW – Quality Award WinnerQUEST – QUality Evaluation of Service Trends – yearly survey of budgeted employeesRReverse Transfer – student transfers to another college before graduating; successfully completes courses, sendstranscript back, may be able to get associates degree.RFI – Requests for InformationRouse Scholars – HCC’s selective admissions honors and leadership programSS – SuppliersSA(s)/SA1-3 – Strategic Advantage(s)SAP – Strategic Action PlansSC(s)/SC1-3 – Strategic Challenge(s)S/P – Supplier(s) and partner(s)S/P/C – Supplier(s) and partner(s) and collaborator(s)SG(s) – Strategic goal(s)SG-1 – Student Success, Completion & Lifelong LearningSG-2 – Organizational ExcellenceSG-3 – Building & Sustaining PartnershipsSGA – Student Government AssociationSilas Craft Collegians – A selective admissions program for students whose performance in high school does notreflect their academic potential.SimMan - A wireless human patient simulator that represents an average-size adult patient.Howard Community CollegeProviding Pathways to Success
SL – Senior Leaders; comprised of the President and the President’s TeamSLOAP – Student Learning Outcomes Assessment PlanSP – Spring semesterSSS – Student Support ServicesSTEM – Science, Technology, Engineering and MathematicsStep UP – A one-on-one case management, coaching and support program for studentsSTP – Strategic PlanSTSPC – Short-term strategic planning cycleSWOT – Strengths, weaknesses, opportunities, threatsTTarget(s) – Performance projection(s) set within HCC; goal(s) for future performanceTPOT – The Power of TwoUUMBC – University of Maryland Baltimore CountyUMCP – University of Maryland College ParkUnit – core work unit; departmentVVOC – Voice of the CustomerVP(s) – Vice PresidentVPAA – Vice President of Academic AffairsVPAF – Vice President of Administration and FinanceVPIT – Vice President of Information TechnologyVPSS – Vice President of Student ServicesVS(s)/Vital Signs – Operational measures for core work units, functional (VP) areas and the PT Key PerformanceIndicators)WWC – Written Communication, General Education goalWF – WorkforceWSUS - Windows Server Update ServicesYYESS – Yearly Evaluation of Services by Students – annual survey of studentsHoward Community CollegeProviding Pathways to Success
Figure P.1-1 HCC CultureOrganizational ProfileP.1 Organizational DescriptionP.1a(1) Educational Program and Service OfferingsSince 1970, Howard Community College (HCC) has been apreferred college choice for students and families in HowardCounty, Maryland. A public community college, HCC offersassociate degrees, certificates, and courses that prepare studentsfor careers, help them attain new skills, or transfer to four-yearinstitutions. HCC is an “open access” institution. With itsmission of providing pathways to success, HCC educates30,000 students each year for the workforce of the future.HCC has strategically developed effective Pathways toSuccess; outstanding educational programs delivered in stateof-the-art facilities with extensive wrap-around supportservices to increase completion and close the achievementgap. HCC’s model of a laser-focus on strategic action planswith constant monitoring and improvement cycles hasresulted in outstanding results for its students. HCC strategicgoals are the highest level initiatives; what Baldrige calls“strategic objectives”.The HCC faculty and staff are focused on achieving thestrategic goal of SG1-Student Success, Completion andLifelong Learning (Fig. P.1-1). HCC’s main educationalprograms and service offerings are shown in Figure P.1-2.Instructional delivery methods include the traditional learningenvironment, distance learning, face-to-face, hybrid, and webdelivered. HCC provides a full array of student supportservices. A 2016 social economic study, based on Marylandwage records, by Economic Modeling Specialists, Inc.(EMSI) determined that HCC’s associate degree completerswill earn 12,600 more a year than those who only completehigh school.Julian always loved computers, and she gained a whole newlevel of understanding on how she could put her skills to gooduse when she joined the JumpStart Early College Cybersecurityprogram, a collaborative effort between HCC and the HowardCounty Public School System (HCPSS). As a sophomore in highschool, she began taking courses at the HCPSS Applicationsand Research Laboratory (ARL), gaining some earlyperspective on what the field of cybersecurity is all about. As ahigh school senior, she took all her classes on the HCC campus,which solidified her career goals. Julian completed herassociate degree in cybersecurity in May 2018, just one yearafter she earned her high school diploma.The college strives for excellence in serving its students,strategic goal SG2-Organization Excellence. The positiveresults on key customer focus measures have been the basisfor public recognition that the college has received (Fig. P.13). The college is proud to have the quality and dedicationof its faculty and staff recognized by these national andregional awards.SG3-Building and Sustaining Partnerships. I HCC hasgrown its relationship with key technology suppliers, e.g.,Ellucian, to allow students to track their progress through theHoward Community CollegeiMission Statement: Providing pathways to successVision Statement: HCC is a place to discover greatness in yourself andothersValues: INSPIRES-Innovation, Nurturing, Sustainability, Partnership,Integrity, Respect, Excellence, and ServiceCore Competencies:CC1. Provide an exceptional educational experienceCC2. Facilitate student successCC3. Partner with external stakeholders to achieve excellenceStrategic Goals:SG1-Student Success, Completion and Lifelong LearningSG2-Organizational ExcellenceSG3-Building and Sustaining PartnershipsFigure P.1-2 Main Educational Programs & ServicesSegmentLengthPurposeCredit classes14-weeksessions or7 or lessweeks.Courses lead toassociatesdegree, are prepfor transfer to 4yr, or skillbuilders.Non-creditclasses1 day to 1week inlength; afew longer.ServicesRelative importanceto HCC’s success is:85% of the tuition/feerevenue is generatedby students takingcredit bearingcourses.Students achievecredentials.15% of tuition/feerevenue.Personal enrichment/Professional refreshof skills.These arepersonaldevelopment orskill builders/workforcedevelopment.Admissions, Alerts, StepUp, Tutoring, TransferGuidance, Internships, Financial AidFigure P.1-3 Awards and Recognition2019- AACC CEO/Board Relationship Award of Excellence2018-ACCT-Charles Kennedy Equity Award2018-Daily Record Maryland Most Influential Leader KathleenHetheringtonGreat College to Work For: Ten years in a row, The Chronicle of HigherEducation Figure 7.3-82018 Baldrige Best Practice – Category 12017 Baldrige Best Practice - Categories 3 and 62018 Digital Community Colleges National Survey Winner: Five yearsin a row, Center for Digital Education2016-18 Top 10 Best Two-Year Colleges for Adult Learners: Thirdyear in a row, Washington Monthly2017 Howie Award: Legacy in The Arts, Howard Community Collegeand Outstanding Artist, Yifei Gan (Studio Art teacher): Howard CountyArts Council2017 Terry O'Banion Shared Journey Exemplary Practice Award,Gold Recipient: Virtual Advising, National Council on StudentDevelopmentinstitution using student self-service and virtual advising(Fig. 7.1-23).P.1a(2) Mission, Vision, Values and CultureSee Figure P.1-1 for HCC’s culture. HCC helps students of allages, ethnic, and economic backgrounds complete theireducational goals (find their Pathway to Success), whether theyare attending college for the first time or returning afterdelaying their education. The only entrance requirement is ahigh school diploma or GED for those wishing to take a creditcourse (if they need to use federal financial aid). HCC’sexcellent work culture continues to be nationally recognized.Providing Pathways to Success
HCC annually reviews the core competencies to confirm thatthey contribute to the college’s ability to ensure alignment withits mission, vision, values, and goals and represent what HCCdoes the best.P.1a(3) Workforce ProfileHCC recruits a workforce with the qualities and experience tocreate an exceptional educational experience for students (Figs.P.1-4; 7.2-3; and 7.3-12).Figure P.1-4 HCC Core WorkforceFaculty (N)Full-time (FT)Adjunct FacultyTotal2051,0741,279Staff (N)FT/PT Budgeted
Leadership in Energy and Environmental Design. Likert scale – measurement of the degree to which people agree or disagree with a statement (e.g., 5 strongly agree, 1 strongly disagree) LMS – Learning Management System (CANVAS) LS – Leadership System . LTSPC – Long-term strategic
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