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The Owens Community College Intranet

AQIP News
AQIP communication around the college


Monthly Customer Service Training News!

November 18th, 2011 by Joanne Juan

Beginning in 2012, we are incorporating the monthly Customer Service Training into New Employee Orientation. Tom Perin continues to facilitate this segment of the Orientation. Our practice was to have orientation monthly on a Monday with Customer Service Training on the following Thursday. Orientation for new hires has been a requirement practice since 2007; implemented and enhanced over time through several AQIP quality teams’ recommendations.  Attendance  for customer service has been lagging.

By combining the training into the orientation, we accomplish several positive results:

  • New employees are on-boarded with customer service quality expectations that embrace the Owens culture
  • Convenience: One location, One Day
  • The Orientation is still a single day event; there is no need for a new hire arranging an additional morning for the training (historically not everyone completing New Employee Orientation attended the Customer Service training)

Current Employees may still participate by registering and attending only the customer service session of the orientation which will run from 9:00-11:30 a.m.  Anyone interested in training, or a refresher, may register through the Owens Intranet – Human Resource’s training and Professional Development website https://intranet2.owens.edu/hr-training/?p=66

Group Training Available: Customer Service Training can also be tailored to suit a department or group‘s special needs. Tom Perin has customized training for a variety of groups: the Student Learning Centers, Student Accounts, the Help Desk staff.  This is great opportunity for department retreats, staff meetings, etc. We can bring the training to you, or work with you to arrange a training site. Please contact Tom Perin to schedule group training. thomas_perin@owens.edu  or 567-661-7880

APC/QC joint semiannual meeting presentation- November 2, 2011

November 2nd, 2011 by Neal Carter

The AQIP planning Council and quality Council meet twice a year together in order to improve communication and ensure alignment and engagement with our Organizational Strategic Plan and goals, the AQIP criteria, and the University System of Ohio/strategic plan.

During this meeting, Tom Perin presented Strategic Horizon’s program on Design Thinking, which featured Quicken Loans and their CQI program.

Tom reviewed the abundance, capacity and change that is involved in design thinking. Tom announced that Dick Alfred and Pat Carter will attend the next joint APC/QC meeting to present how to transition to a culture of abundance.

There were many elements to the Design Thinking presentation. Tom Perin focused on these elements which included: Why Design Thinking, Linking DT to Abundance, Creating a Nurturing Culture: QUICKEN LOANS, the ISM’s (The ideals that Quicken Loans live by), A valuable workplace, Divergent Thinking, DT Recap, What a DT Organization will do, and Enemies of a Great Culture.

College Wide Announcement from the Student Print Solution Quality Team

November 1st, 2011 by Neal Carter

Beginning in January 2011, Owens will be implementing a student print solution pilot program. During the pilot, student printing will be monitored at several locations. Each student will be allowed 250 pages per semester, after which students will have the opportunity to purchase additional copies. Charges are not intended for profit and will be kept the same as the in-house copy center rate. Currently this rate is $0.04 per black and white copy. This process will not affect printing which is done by faculty or staff. (read more)

Fall 2011 Academic Quality Improvement Program Award

November 1st, 2011 by Neal Carter

Three Owens departments, Workforce and Community Service, the Grants Office, and Learning Support Services, are to be congratulated as the recipients of the Fall 2011 Quality Improvement Program Award. Please join the AQIP Planning Council (APC) in recognizing the achievements of these groups in leading the way with their quality and excellence in service.

THE GRANTS OFFICE AND WORKFORCE & COMMUNITY SERVICES

Receiving the award from Provost Renay Scott and AQIP Liaison Tom Perin

Pictured left to right: Mike Bankey, Dave Siravo, Renay Scott, Richard Snyder, Heidi Altomare, Tom Perin, Steven Hillard, Patrick Johnston

Pictured left to right: Mike Bankey, Dave Siravo, Renay Scott, Richard Snyder, Heidi Altomare, Tom Perin, Steven Hillard, Patrick Johnston

Workforce and Community Services worked with the Grants Office to help nine companies from Northwest Ohio to secure Ohio Department of Development Energizing Careers Grants (funded through the American Recovery and Reinvestment Act and the U.S. Department of Labor). The departments met with the companies, gathered information, and helped them to write the grants. All told, these grants brought just under $3 million in training dollars to Northwest Ohio, which was the largest amount of the available funds in the state. The companies will use the funds to train their employees; and Owens will provide this training. Some of the highlights of this achievement are as follows:

  • Owens has been successfully helped in securing awards through their assistance of local businesses over three rounds of the awards.
  • The first award went to First Solar; the second to the Dow Chemical company and the Willard and Kelly Solar Group. These awards total more than $1.8 million to cover worker training.
  • Owens worked with six of seven of the local companies that received the awards in Northwest Ohio during the latest round. A total of $989,571 was awarded to train a total of 290 workers in the region.

Details about the companies receiving the latest awards are highlighted below:

  • Applied Energy Technologies (AET) received an $180,000 grant to train 35 new employees for the design, engineering and manufacturing of mounting solutions for solar installations. AET is making racks for solar panels in its new 43,100 square-foot manufacturing and warehouse facility opened in Maumee in April. Winn said the company would not have known about the training grants if WCS Director Michael Bankey had not reached out to the company about the program.
  • AP Alternatives received a $210,000 grant to train 20 new and 15 current employees to modify products, purchased from Alex Products, used to assemble and install solar mounting systems. Both AP Alternatives and Alex Products are owned and operated by the David Von Deylen family.
  • Argo-Hytus is the recipient of a $100,200 grant to train two new and 17 current employees in the design and production of customized manifolds, valve assemblies and power packs for filtration and hydraulic tank solutions for the wind energy market.
  • Marathon Special Products received a $250,600 grant for training 120 current employees for the design and production of electrical devices. The company is developing solar power integration components, wind power connections and wind circuit protection devices.
  • POET Biorefining is the recipient of a $43,371 grant to train 43 current employees at its ethanol production facility, which consumes 22 million bushels of locally grown corn to produce 68 million gallons of ethanol annually. POET is working on training programs with Terra Community College in Fremont.
  • TecnoSunSolar received a grant for $49,400 to train one current employee and 12 new employees in the production of its patented dual axis tracking systems for solar installations. The tracking systems are designed to follow the movement of the sun and increase solar panel output by 20 to 40 percent. Greg Knudson, CEO of TecnoSunSolar USA, said Owens will develop four training courses for its employees to be conducted in the next 12 months.
  • Pro-Pak Industries of Maumee received a $156,000 grant for training three new and 23 current employees on the design, manufacturing and assembly of packaging for First Solar and Willard & Kelsey, two of the largest manufacturers of solar panels in Northwest Ohio. Pro-Pak is working with AET to provide packaging for shipment of its solar racks.

Congratulations to these two departments for their successful collaboration, which will have a positive impact not only on Owens, but on the local economy and our Northwest Ohio business partners.

LEARNING SUPPORT SERVICES

Receiving the AQIP Trophy from Provost Renay Scott and AQIP Liaison Tom Perin

Seated: Pam Rice, Tom Perin, Jim Trumm, Mary Cole, Renay Scott, Sarah Abts, Holly Burnside Standing: Shirley Urbaniak, Bruce Smith, Richard Jackman, Gil Bollin, Brian Garza, Raphael Lieto, Barb Goodman, Rick Siebenaller, Roberta Jaskolski, Stuart Fike, Mark Fosgate, Abba Russell, Sig Dabiri, Heather Middleton, Robert Ramsey, Laura Thomley, Andy Menzie, Kevin Coyne, John Ewald, Paul Burkhardt, Blake Brubaker, Andrea Chapman, Ranata DeLaney, Deb Fortney Back Row: Demetrius Phoenix, Perry Catlin, John Kilmer

Seated: Pam Rice, Tom Perin, Jim Trumm, Mary Cole, Renay Scott, Sarah Abts, Holly Burnside
Standing: Shirley Urbaniak, Bruce Smith, Richard Jackman, Gil Bollin, Brian Garza, Raphael Lieto, Barb Goodman, Rick Siebenaller, Roberta Jaskolski, Stuart Fike, Mark Fosgate, Abba Russell, Sig Dabiri, Heather Middleton, Robert Ramsey, Laura Thomley, Andy Menzie, Kevin Coyne, John Ewald, Paul Burkhardt, Blake Brubaker, Andrea Chapman, Ranata DeLaney, Deb Fortney
Back Row: Demetrius Phoenix, Perry Catlin, John Kilmer

Learning Support Services, under the direction of Mary Cole, has taken a number of steps to improve the quality of services offered to the College and its students. Some of these improvements are highlighted below:

  • A protocol was developed and deployed that records all student tutoring conferences (over 42,000 of them in calendar year 2010 alone) into Banner, allowing other college offices to more closely track student performance and study habits.
  • A network-based time card management program was developed that has streamlined the payroll process, which significantly cuts the amount of time spent on payroll for the large (175 worker) staff every two weeks while improving the accuracy of payroll record-keeping.
  • LSS took over the operation of a 35-seat computer lab that was heretofore operated by ITS but physically located in the LSS suite in College Hall, thereby improving effectiveness and efficiency of operation of both departments.
  • The department partnered with Enrollment Services to assign tutors to assist that department with new student recruitment. That effort over the summer resulted in over 1,300 new students enrolling at OCC this fall.
  • LSS took steps to make other departments aware of the skills, talents and flexibility of the LSS workforce, which has led to several cross-functional collaborations, including the Registrar (one of the tutors edits the college catalog); the Grants office (tutors have assisted in the drafting and editing process); New Student Orientation (workshops have been presented that support the expanded mandatory NSO process and have helped train NSO staff in classroom polling technology), the English Department (assisting with fundraising and student worker support in last year’s Ohio Valley Shakespeare Conference), Testing Services (assisting with the mandatory twice-a-year CAAP testing process), Bridge to Success (tutors serve at study tables and learning styles assessments) and other offices.
  • Services have been expanded to include advising students on resume, cover letter and job application preparation from Career Services, thus drawing on tutors’ strengths in this area, improving student access to such services, and realizing institutional efficiencies.
  • A project was undertaken which will result in all 155 of LSS tutors being certified by the International Tutoring Association, thereby significantly formalizing and improving the delivery of professional development opportunities to the tutors while better allowing management to assess tutor performance.
  • Tutor services at The Source were expanded and services inaugurated at Arrowhead Park to better serve the student populations at those locations.
  • The procedure for recruiting, hiring, training, auditing, coaching and supervising workforce of 20 student workers has been revamped and expanded. The process now includes input from faculty members, tutor participation in the interview process, two full days of intensive training, a rigorous set of written expectations and policies, personal coaching throughout the semester from a veteran student worker, and a student worker professional development program.
  • LSS’s first-ever strategic plan and strategic plan review process has been implemented.
  • A first-ever all-tutor retreat was held, at which AQIP customer service training was presented and collaboration among tutors in different disciplines was encouraged.

These projects, protocols and initiatives reflect LSS’s drive to reach across departmental walls and work collaboratively, efficiently and effectively with other parts of the Owens faculty and administration. As such, they put numerous AQIP goals into practice and reflect a commitment to continuous quality improvement.

The AQIP Planning Council (APC) wishes to extend its thanks and congratulations to these departments, which are working to improve efficiencies at Owens and to reach out positively to all of our stakeholders.

AQIP Action Project annual reviews

September 13th, 2011 by Thomas Perin

Congratulations Team Owens !!!  As the college’s AQIP liaison, it is one of my responsibilities to facilitate, train and help write the annual reviews for our three major action projects which is a requirement for organizational accreditation in AQIP. These are typically due in mid September for us. All three projects were submitted early as always thanks to the timely feedback from the teams. One of my favorite parts of my job is to be able to give recognition to college constituencies for performance excellence.

I want to share the first one to be returned from the HLC reviewers. This was for action project two – Student Retention 2012,  written by- Anne Fulkerson, with input from Tamara Williams, Melissa Green, and Betsy Johnson.  As you review the feedback highlighted in yellow,  please feel free to respond with your comments.  It’s an outstanding review as well as a complement to all employees here at  Owens Community College and our Noel – Levitz initiative…….  2011 HLC Action project #2 reviewed

2011 – 2014 Owens Community College Strategic Plan

September 13th, 2011 by Thomas Perin

After almost a year and a half, the AQIP Planning Council finalized its draft of a new strategic plan for the college. On Tuesday, September 13, 2011 The OCC Board of Trustees voted to approve the College’s new three-year strategic plan. The AQIP Planning Council affirmed the College’s current mission……..Strategic Plan 2011-FINAL

Change by Design- Continuing Information

May 10th, 2011 by Thomas Perin

I wanted to take this opportunity to share with all of you continuing updates on the change by design concept that we have been internalizing in our quality team training and strategic planning.  On April 17-19 a small team from Owens Community College went to the University of Cincinnati for a Strategic Horizons Colloquium. The University shared information from their College of Design involving their close relationship with Procter & Gamble.

When we talk about continuous quality improvement, it will always lead us to change.  We all know change can be difficult. It always comes back to motivation when we are trying to implement any change initiative.  Please enjoy the following 11 minute video that was presented during our colloquium, illustrating some interesting and more recent concepts in consideration of motivation, teamwork, and empowerment. http://www.youtube.com/watch?v=u6XAPnuFjJc





“Powers of 10”

May 5th, 2011 by Thomas Sink

Craig Vogel’s presentation to the APC/QC on May 4 discussed how change by design has greatly influenced technology development and product marketing. His presentation included a brief overview of the classic 1968 American documentary short film, “Powers of 10”, written and directed by Ray and Charles Eames. Re-released in 1977, the “film depicts the relative scale of the Universe in factors of ten”.  This video has been digitized for the internet and has also been adapted into a more contemporary interactive web version.

The “Powers of 10”, http://www.powersof10.com/, is the official Eames Office website that is directly based upon the classic film. The website contains both the re-released video and an interactive web version of the film.

“Scale of the Universe”, http://primaxstudio.com/stuff/scale_of_universe/,  presents a similar concept, but provides an interactive screen that focuses on comparing groups of objects using a sliding scale of 10. This contemporary version of the “Powers of 10” also incorporates the most recent scientific information and examples.

 

APC/QC joint semiannual meeting presentation- May 4, 2011

May 4th, 2011 by Neal Carter

On April 17-19 a small team from Owens Community College went to the University of Cincinnati for a Strategic Horizons Colloquium. The University shared information from their College of Design involving their close relationship with Procter & Gamble. On Wednesday, May 4, 2011 APC/QC had the opportunity to have Mr. Craig Vogel, Associate Dean and Professor of Design, in the College of Design, Architecture, Art, and Planning at the University of Cincinnati, as a guest speaker for their semiannual joint meeting.

Craig Vogel’s presentation to the APC/QC on May 4 discussed how change by design has greatly influenced technology development and product marketing. His presentation included a brief overview of the classic 1968 American documentary short film, “Powers of 10”, written and directed by Ray and Charles Eames. Re-released in 1977, the “film depicts the relative scale of the Universe in factors of ten”. This video has been digitized for the internet and has also been adapted into a more contemporary interactive web version.

The “Powers of 10“, http://www.powersof10.com, is the official Eames Office website that is directly based upon the classic film. The website contains both the re-released video and an interactive web version of the film.

Forums for Owens employees regarding new financial aid rules

March 28th, 2011 by Susanne Schwarck

There are several changes to financial aid rules and procedures which will be effective for the 2011-2012 academic year, which begins Summer 2011. These updates are a result of federal regulatory and college policy changes. We have scheduled forums to share information regarding these updates with Owens employees. The forums are scheduled as follows:

Findlay – Tuesday April 12, 2011, 10 am -11 am, room 165

Toledo – Thursday April 14, 2011, 11 am – 12 pm, HT 101

During the forums, the Office of Financial Aid will provide an overview of upcoming changes and answer questions you may have.

General topics which will be covered include:

  • Student eligibility issues including FAFSA changes, Changes to financial aid programs, Ability to Benefit and high school validity, Book vouchers, Verification, Freeze date, Repeat courses, Satisfactory Academic Progress, Return of Title IV Funds (including last date of attendance reporting)
  • A brief overview of general institutional and program eligibility issues

We look forward to seeing you there!


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