| Continuous Improvement Process - This is an ongoing process |
| | Plan | | Do | | | Check | | | Target | Act - Initiatives (Restart the process) |
| | SMART GOALS | | | | | Actual | | Target |
| Balance Scorecard | Specific Goal (Business Value) | Measurables (How is the goal measured?) - Metrics |
| Financial | Expenditures will decrease by 5%. | Budgeted - Actuals will equal a 5% decrease | Execute Plan | | | 3% | | 5% | Not Met | Evaluate more functional areas for automation |
| Customers | 90% of customers are satisfied with service. | Customer satisfaction rating | Execute Plan | | | 95% | | 90% | Met |
| Internal Processes | Prospect to student conversion will increase by 20%. | total number of converted students/# of completed applications | Execute Plan | | | 18% | | 20% | Not Met | Evaluate student admission process for bottle necks. |
| Learning and Growth | Eighty percent (80%) of the staff would have received training in information security. | # of staff * 80% | Execute Plan | | | 80% | | 80% | Met |