INTERNAL BENCHMARKING SYSTEM FOR HEis' PERFORMANCE EXCELLENCE

Journal oflnstitutional Research in South East Asia- Vol. 15 No.1 May/June 2017 INTERNAL BENCHMARKING SYSTEM FOR HEis' PERFORMANCE EXCELLENCE Teay Shawyun King Saud University, Saudi Arabia Abstract Benchmarking has long been held as a potentially important and inherent process whereby academic programs or HEis compare their progress or performance relative to a comparable external entity equitable or better or the best in the same or across different entities. While this type of benchmarking has long been practiced, they are practically external to the institution, and this is the nonn of benchmarks that are favored and very widely used and practiced. Though external benchmarking is the norm and used widely, there appears to be a lack of research into an internal benchmarking system, whereby academic programs within the same schools, or across the different schools, or schools across the whole institution can be benchmarked within the same institution. The call for internal benchmarking is for continuous improvements, sharing and learning across the different units for competitive collaborations towards the institution ' s mission collectively. While most accreditation bodies emphasized the importance of the use of external benchmarks, the NCAAA (National Commission for Accreditation and Assessment) of Saudi Arabia dictates that all academic programs or HEis seeking national accreditation needs to provide evidence of both external and internal benchmarks. This has led to a serious dilemma for all HE Is as most IQA (Internal Quality Assurance) were not established with internal benchmarks nor most lack an inherent IQA for the HEI or programs for its internal quality management. Based on this requirement, this paper advocates an IQA system that focuses on its processes and result base criteria and its inherent performance indicators as a strong and valid composite set of fundamentals and approach in incorporating an internal benchmarking system within its IQA management system. This paper provides a broad literature review of benchmarking applications in HEis and uses a case study of the IQA system of a leading Middle East university to exemplify and realize this internal benchmarking mechanism. Key words: IQA (Internal Quality Assurance) System, Internal Benchmarking, HEis (Higher Education Institutions) 63 Journal of institutional Research in South East Asia- Vol. 15 No.I May 'June 2017 Introduction While it is norn1al practices for any institutions or organizations to know of their performance, how well they are doing, the top executives would also like to know how well they are doing relative to others. What are their comparatives? How well do they measure up? These are key essential questions that the University Councils, Board of Trustees, or Board of Governors, or for that matter, all key executives of the HEis seek an answer to their performance relative to others. This is where comparisons of performance leading to the ultimate '·ranking .. games are still the name of the game. But effectively, it will be too idealistic for any institutions to compare with those in the top tiers while an institution is still muddling around, and they need to find their best next to comparatives, which is where benchmarking profiles highly. What exactly is benchmarking? Webster's Dictionary defines it as ·'A standard or reference by which others can be measured or judged". Dew and Nearing (2004) provided a more definitive statement as .. Benchmarking means finding out who is the best in an area, studying how they work, and adopting the best practices that are suitable to your organization". Benchmarking is normally used for improving core processes important to educational value deliveries and accomplishment through the examination of these processes or models relative and comparing with other schools and adapting their techniques and approaches (Camp, 1989 and 1995; Chaffee and Scherr 1992; Clark, 1993). Kempner's ( 1993) concise statement was "benchmarking is an ongoing process for measuring and comparing the work processes of one organization to another, by bring an external focus to internal activities, functions or operations" and bring about cost improvements (Shafer &Coate, 1992; Watson, 1993). McNair and Leibfried(1992) analogized benchmarking as a human learning process and are described as a method of teaching an institution or program how to improve. Innovation Network (1994) emphatically stated that ideally benchmarking is not just comparative analysis of how one measure up to another in terms of some indicators as they do not '·drive change'' and .. does not specifically focus on practices that create superior performances''. In addition, it is not process reengineering where process are examined and improved on, nor just a survey where data is collated and aggregated nor is it a "three hour show and tell" comparison with another institution. It is not a one-off event (Spendolini, 1992) as it is a continuous process that provides valuable information rather than simple answers: it is a process of learning from others rather than copying, adopting or adapting: it is a time consuming and labor intensive process as against being quick and easy; and a viable tool for improvements and innovations rather than a fad or buzzword. These definitions practically mean that these .. processes'' should be evaluated based on a set of criteria that can determine their "progress in performance" as an active and dynamic longitudinal time bound continuously improving set of actions as opposed to a static proxy one off performance indicators as a snap shot of performance. Practices of Benchmarking in HE Is Schofield (1998) stated that the key reasons for benchmarking included, 1) greater international competitiveness; 2) development of interest in enhancing quality and growth of quality 64 Journal of Institutional Research in South East Asia -Vol. 15 No.1 May 'June 2017 ··movement'": and rapid growth of IT making data collection and management possible. Practically, the key rationale for benchmarking in HEis is that benchmarking allows an HEI to "leapfrog" through learning from others and bringing about innovative changes or adaptations of best practices which offers a way towards cost containment and enhanced quality and value added educational offers in a cost-effective and quality oriented framework (APQC, 1993; Shafer &Coate, 1992). Typical mistakes to avoid when implementing benchmarking includes: ineffective leadership, poor team selection and preparation, inadequate resources and support mechanisms, imprecise objectives, unrealistic time and cost expectations as benchmarking is time consuming and costly in capturing and managing these data, inadequate understanding of both data and practices and inappropriate follow-through (Innovation Network, 1997) which are supported by Fielden (1997) who observed the misconception that benchmarking is a quick and inexpensive process. According to Tuominen (1993; 1997), they are four types of benchmarking which are: 1) Strategic benchmarking (which examines how organizations compete by analyzing strategic goals in search for alternative activities as part of the strategic planning process through comparison of strategic choices and dispositions made by other companies/organizations, for the purpose of collecting information to improve one's own strategic planning and positioning) (Andersen &Pettersen 1996, 5; Watson, 1993); 2) Perfonnance benchmarking which compare organizational key processes, products and services that focuses on elements of price, technical quality, product or service features, speed, reliability and other performance characteristics leading to the assessment of competitive positions (Bogan& English, 1994, 7-9);3) Process benchmarking deals with learning to improve one's own selected processes by identifying the most effective operating practices from several organizations performing similar operational functions with the comparison and analysis aimed at focusing and describing the methods and activities that lie behind the identified performance improvement; and 4) Competence benchmarking advocates the idea that the foundation of organizational change processes lies in the change of actions and behavior of individuals and teams where KarlOf&Ostblom (1996, 197) use the term ''bench/earning" which also refers to a cultural changes in efforts to become a learning organization''. Most literature identified five main techniques of benchmarking: 1) Intemal (where comparisons are made of different schools, programs, campuses, depattments within the same university to identity best practices in the institution; 2) Extemal competitive (where comparison of performance in key areas is based on information from institutions seen as competitors); 3) Extemal collaborative functional/industry (involving comparisons with a large group of institutions who are not competitors) and 4) External trans industry or generic or best in class (that seeks to look across multiple industry for new and innovative ''best practices" regardless of types or source);and 5) Implicit Benchmarking (where benchmarking variant are applied through market pressures of privately produced data, central funding or coordinating agencies within individual systems) (Alestete, 1995; Camp, 1989; Schofield, 1998). Though there are several types of benchmarking, basically there are five main approaches in tenus of methodologies of benchmarking: 1) Ideal type or "Gold" Standards (whereby a model like the MBNQA (Malcolm Baldrige National Quality Awards) is created based on best practices and used as the basis to assess institutions on the extent of "fit" with the model; 2) Activity based 65 Joumal of Institutional Research in South East Asia -Vol. 15 No.1 May 'June 2017 (where a selected number of activities typical of or representative of the range of institutional provisions are analyzed and compared against selected institutions; 3) Vertical (which seeks to quantify costs, workloads, productivity and performance in a defined functional area; 4) Horizontal (seeks to analyze costs, workloads, productivity and performance of a single process that cuts across different functional areas in an institution; and 5) Use of comparative iiUlicators(which are based on privately or centrally collected and published datasets (Camp, 1989 and 1995; Spendolini, 1992; Schofield, 1998). Underlying these methodologies are basically a five-steps process of: 1) determining what to benchmark; 2) forming a benchmarking team and planning the benchmarking study;3) identifying benchmarking partners and conducting the research;4) analyzing the data and information; and 5) taking actions and adapting the findings to the home institution (Watson, 1989; Spendolini, 1992). On the other hand Zairi (1996) presented a 16 steps two phase approaches which distinguished those actions to ensure effectiveness' of existing process and those that gain or benefits from: 1) transfer of knowledge from and to employees/organizations; 2) acquisition of specific knowledge lacking in the organization; and 3) development of the performance of managers by providing them with increasingly demanding tasks (Zairi, 1992, 6). While benchmarking has made some inroads into HEis. in USA and Canada. '·benchmarking'' in its true sense is not benchmarking, but is ''typically a systematic generation of management infonnation of performance indicators that can lead to identification of benchmarks, but do not extend to the identification of best practices within the institutions context, or "outside of the box'' and arc sporadic practices and continue to be ''halting" (Schofield, 1998). The Australian experience is limited and confined to individual practices, and it needs more commitment to be seen as part of the core business of the HEI, and overcome problems arising from cultural and defmitional differences implied in comparisons as interpreted by professionals (Massaro, 1998). In UK, while benchmarking is alive, it is still in its infancy that suggests worthwhile benefits (Lund, 1998). In Europe, benchmarking in HE is not common nor do they show a strict pattern of benchmarking as described in textbooks (Schreitcrer, 1998). In summary, "benchmarking" in HEis has diverse definitional and practical meaning to different institutions or countries depending on their context of "what is important" and what they wane which are influenced by the socio-political context of differing needs and expectations. Performance Measurement and Benchmarking in HEI In most HEls, it is undisputed that "management through measurement" is an imperative perfmmance measurement and management approach that accentuates infonned decisions or actions of status of performance ''as its stands at a specific point of time when measured'' normally based on a set of measures that includes standards, criteria or performance indicators . These institutional, collegiate or programmatic performance measures are assumed to provide pre or post performance status to determine increased or deteriorating performance over a period of time. These should be SMART (Specific, Measurable, Achievable, Relevant and Time-bound) measure of efficiencies or effectiveness of inputs, processes, outputs and outcomes. As highlighted by Serraf s "The Perils of Performance Measurement" (20 I 0), performance indicators can be misinterpreted, misunderstood or misused, due to ( 1) diverse definitions of indicators ranging from objective numerical measure of the degree to which an objective is being 66 Journal oflnstitutional Research in South East Asia- Vol. 15 No .1 May.'June 2017 achieved'' to a more subjective ·'observable change or event that provides evidence that something has happened"; (2) complicated cause-effect relationships which can be caused by real world complexity beyond the control of agency's processes and outcomes focused approaches of outcome mapping (Earl, Carden, and Smutylo. 201 0) which is a "methodology that can be used to create planning, monitoring, and evaluation mechanisms enabling organizations to document, learn from, and report on their achievements" or the BSC (Balanced Scorecard) of Kaplan and Norton (1992). and (3) according to Behn (2003)'s performance which must have can have specified and specific purposes to evaluate, control, budget, motivate, promote, celebrate, learn, and improve, thereby, there is no single metrics for each of these 8 arch purposes for performance measures. Stated or unstated, most HEis aim for performance excellence or desired excellence. In Performance Excellence, there are two main proponent models of MBNQA or EFQM and other adapted I hybrid versions which inherently are based on two sets of performance criteria. These underlining perfonnance criteria are the processes or enablers criteria (that subscribe more to Deming's PDCA- Plan, Do, Check and act, in its ADLI- Approach, deployment, Learning and Integration evaluators of its processes or enablers) and the result criteria (LeTCI- Level, Trend, Comparison and Integration) that normally are performance indicators or statistical performance data that are inevitably benchmarked through its comparatives. As discussed above, while there are perils in the use of performance indicators, they should be defined within the context of the HEI with an identified purpose to best measure what they are supposed to measure. In addition, key perfonnance indicators can be defined for their key educational and service support processes that create and deliver on educational value and results based criteria aimed for excellence. This inherently means that the performance measures are based on the performance scoring of the ADLI for evaluation of processes and LeTCI for evaluation for results or the numerical values of the results indicators itself. These standpoints will open up other dimensions of internal benchmarking in HEis, that needs re-thinking and re-design that can be used to compare the performances of different colleges within the institution or programs within the college based on a generic set of process and results performance criteria. This, as such, is the premise of the proposed approach for internal benchmarking which can be used for units within the same institutional umbrella or that collectively works towards a generic set of high level institutional or organizational mission as advocated in the following sections of this paper. The underlying assumption is that all units within the same institution or organization works towards the same institutional or organizational mission, and can be measured on the same internationally best practice yardstick as selected for that institution. These are evaluated based on a set of generic process and results based criteria applied generically across board all units, and are evaluated based on the same ADLI and LeTCI performance scoring system of the same process and results yardstick. IQA Benchmarking and CQI (Continuous Quality Improvements) At the core of any accreditation is CQI (Continuous Quality Improvements), which is a key outcome, and this outcome needs to be compared albeit with peer programs/institutions, to understand how well one is faring. As such, another key rationale for benchmarking is to ensure 67 Joumal of Institutional Research in South East Asia- Vol. 15 No.I May,' June 2017 that the CQI which is the foci and loci of learning how these learning and educational service support systems function and can be improved on to bring about better performance . It allows HEis to identify, strategize, and implement activities and improvements or innovations to delivering educational value, on par or above par as compared to its peers and knowing that they are moving in the right direction. As such, CQI is basically the heart of any IQA of any HEI. Basically, most IQA quality management approaches evaluation can be approached in four ways of: measuring against defined objectives or standards set internally or externally; against measure of customer satisfaction; against expert and professional judgment; and against comparator institutions all over a defined time-scale (Schofield, 1998). Dew and Nearing (2004) stated that changing the CQI ··system" of an institution requires the implementation of: • a scientific process of "developing an accurate description of the process, via flowcharting, the collection of data regarding the performance of the process, and the development of theories as to how the process can be changed to achieve the desired result"', • a socio-political process of "assembling the right group of people to study and modify the process, giving their efforts legitimacy on the campus, and providing them with the necessary time and access to data", and it is affected by the social cultural aspect of the university systems, its transforming leadership, staff empowerment, organizational learning (Schofield, 1998), organizational and individual capacity and capability (Teay, 2008, 2009) its resources and so on, and • a technical process of "QMS (Quality Management System) which is a set of coordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of performance'" (Department of Trade and Industry UK, 1998) . The QMS of a HEI normally constitutes the IQA of the HEI, and to support better performance, the internal processes can also be internally benchmarked across the different programs within a school or different schools within an institution. While benchmarking as discussed earlier is mostly external in nature, there is paucity in researching or the development of the internal benchmarking system for a HEI based on its processes and results based criteria. As such, this paper advocates that setting up an internal benchmarking system will contribute to better learning and sharing within the HEI itself towards better coordination and cooperation and sharing and learning towards more efficient and effective performance in the creation and delivery of education value of its processes and results criteria. The IQA Case Study KSA (Kingdom of Saudi Arabia) launched its national accreditation requirement in 2007 that was strongly enforced in 2011. Illustrating this mandatory accreditation, the case study is the leading and oldest in KSA and a top ranked institution (in the 200 to 300 groupings) on all the world ranking systems, and was the first to be accredited in 2010 and re-accredited in 2017. To 68 Joumal of Institutional Research in South East Asia- Vol. 15 No.1 Ma 'June 2017 comply with the previous NCAAA (National Commission on Academic Accreditation and Assessment) and present EEC-HES (Education Evaluation Commission - Higher education Sector), the institution established its own unique IQA system, the KSU - QMS (King Saud University Quality Management System). It follows the 11 Standards and 58 Sub-Standards of NCAAA that was adapted to a set of "process-based" criteria and "result-based" criteria of the MBNQA (Malcolm Baldrige National Quality Award) and the EFQM (European Forum for Quality Management. The resulting KSU- QMS model (KSU, 2012) was a set of 58 process criteria and 56 results criteria (which is composed of 42 quantitative KPis and 14 qualitative KPis). It also adopted the MBNQA performance evaluation approach of using the ADLI (Approach, Deployment, Learning and Integration) for the "process" criteria and the LeTCI (Level , Trend Comparison and Integration) for the '·results" criteria. The ··process·· and ·'results" criteria were assigned weights and the scoring is based on a 100% scoring range, all of which led to a weighted score that is based on I 000 points. This literally meant that there is a '·performance score .. for each of the process and result criteria. The protocol is for program to assess its own processes and results performance scoring i its SSR (Self-Study Report). The SSR was then submitted to the independent university appointed KSU- BOA(Board of Assessors) for perfonnance assessment to ascertain the variances or differentials in perfonnance scoring assessment. This ultimately led to the QPAR (Quality Performance Assessment Report) developed by the KSU - BOA which identified the performance scores for each of the criteria, the overall perfonnance score out of 1000 points, the strengths and OFI (opportunities for improvements). Later the assessed program will close the CQI loop through the development of action plans, implementation of the action plans to address the OFis, update the SSR which then leads to the second cycle of internal audit and assessment by the KSU- BOA. This is recursive and nurtured through a mentoring system of an appointed mentor for each of the school. The Proposed Internal Benchmarking System This methodology provides KSU with an objective performance assessment of the good practices within the 58 core processes in the 11 Standards, and a set of quantifiable institution prescribed 56 KPis. This serves as the foundation and fundamentals of the proposed Internal Benchmarking System (Teay, 20 13). With these quantifiable and objective performance scores of the processes and results based criteria based on the ADLI and LeTCI evaluation scheme and with the actual KPis as computed, these can be used as the basis for performance comparisons based on a generic set of Standards and Criteria of: • • • All Colleges within KSU as an institution; All programs within the same College as an entity; Colleges and its programs within a categorical grouping of Health Science Group, Humanities Group and Science Group. The use of the 1000 points perf01mance scoring system and the 22 sets of Results Criteria of its 56 KPis (42 quantitative and 14 'qualitative Key Performance Indicators) are the basis of the internal benclunarking system aimed at: 69 Journal of Institutional Research in South East Asia -Vol. 15 No.1 May 'June 2017 1. Providing an objective performance scoring of its process and results criteria which can be used as a set of internal benclm1ark to compare the performance of the Colleges in the Institution or the programs within the college as a whole. 2. Providing an objective set of 56 institution prescribed KPI that can be used as a comparison of the performance of the Colleges in the Institution or the programs within the college as a whole. 3. Providing a composite of comparative performance based on certain Standards and KPI as a comparison of the perfonnance of the Colleges in the Institution or the programs within the college as a whole. 4. Providing an objective quality management system based on (1 ), (2) and (3) for continuous improvements and as a ·'internal ranking system'' for the allocation of resources or awards or capital resources of: a. Financial support for quality initiatives b. Financial incentives for quality motivations Based on the above rationale, the 5 different types of computation and analysis as proposed (combined with the purpose of the above clustering) can be used for internal benchmarking or as the basis of "ranking'' of programs I schools within KSU (depending on the selection ofthe KPis or areas or perfonnance of its processes or results perforn1ance) based on objective performance evaluation as follows: • Type 1 Analysis and internal benchmarks (with 3 sub-types) are based on all the performance scoring of the 11 Standards and 58 processes and 56 KPis; • Type 2 Analysis and internal benchmarks (with 3 sub-types) are based on the performance scoring of selected group of Standards which the institution I college I categorical group desire, e.g. only the use of Criteria of Standards 1, 2 3, and 4, 10 only; • Type 3 Analysis and internal benchmarks (with 3 sub-types) are based on selected institutional KPI of Standards and does not use the performance scores of the processes, e.g. 14 selected KPis from Standard 4 (Teaching and Learning) and 10 (Research) ; • Type 4 Composite Analysis and internal benchmarks (with 3 sub-types) are on performance scoring of selected Standards as a related categorical grouping and selected prescribed Institutional KPI, e.g. Process Criteria and KPis of Standards 4 (Teaching and Learning) and 10 (Research); • Type 5 Composite Analysis and internal benchmarks (with 4 sub-types) are based on perfonnance scoring of all Standards or selected Standards for a related categorical grouping and selected prescribed Institutional KPI in a group of similar College category e.g. only colleges in Health Science Group. 70 Journal of Institutional Research in South East Asia- Vol. 15 No.I Ma y 'June 2017 Using the analysis and approaches above, KSU can use this Internal Benchmarking System to detern1ine the performance of each College I Programs I Categorical group and us e their performance scoring and KPis as the basis for ·'ranking"' and ·'allocation of resources··. the basis of informed decision making by the institution I college management. This illustration will only provide a sample discussion of a set of internal benchmarking system based on Type 1 and Type 4 analysis and discussion. Though the types of analysis as discussed are different, they use the same set of sample data for illustration purposes. For all types of analysis, there are 16 sub-types. a) Type 1 Analysis based on all performance scoring Standards Table 1: Sample of Performance Scoring Comparisons of INSTITUTION I COLLEGE I PROGRAM AS A WHOLE across different academic years (or trend analvsis Scaled Scoring Performance Standards Standard 1: Mission and Objectives 0 Standard 2: Governance and 0 Administration Management of quality 0 Standard 3: assurance and improvement 0 Standard 4: Learning and Teaching Weights 40 so Performance Achievement (Institution I College I Program) 2010 2016 2015 2014 21 s 2S 29 10 21 2S 32 70 12 26 3S 40 2SO 4S 6o 90 120 40 4S 70 23 33 0 Standards: Student administration and su ort set"\ices Standard 6: Learning resources 6o 26 32 3S 3S 0 Standard 7: Facilities and equipment 6o 22 35 37 37 Standard S: Financial planning and mana ement Standard 9: Employment processes 40 15 19 20 20 So 2S 200 So 61 36 So 11 40 110 45 130 30 3S 374 487 568 0 0 0 Standard 10: Research Standard 11: Institutional relationships 0 \\ith the communitv Standards Overall Performance Score 0 1000 s 261 Discussion: This analysis is based on all the 11 Standards over a period of 4 years to provide a trend analysis of the comparative perfonnance of the institution as a whole. It shows that there are progressive improvements in all the standards across the whole institution as a whole over a period of 4 years. Table 2: Sample o(Per(ormance Scoring Comparisons o(ALL COLLEGES WITHIN THE INSTITUTION in an academic year Scaled Scoring Performance Standards 0 0 0 0 Standard 1: Mission and Objectives Standard 2: GO\·ernance and Administration Standard 3: Management of quality assura nce and improvement Standard 4: Learning and Teaching Weights Performance Achievement forAY 201512016 College 1 College 2 College3 College 4 s 40 so 10 21 21 2S 25 29 32 70 12 26 3S 40 2SO 4S 6o 90 120 71 Journal of Institutional Research in South East Asia - Vol. 15 No. 1 May'June 2017 Scaled Scoring Performance Standards Weights Performance Achievemen t forAY 2015/ 2016 College 1 College 2 College3 College 4 70 23 33 40 0 Standard s : Student administ ration and SUQQOrt sef\ices Standard 6: Learning resources 6o 26 32 35 35 0 Standard 7: Facilities and equipment 6o 22 35 37 37 0 40 15 19 20 20 0 Standard S: Financial planning and mana ement Sta ndard 9: Employment processes So 2S 0 Standard 10: Research 200 61 36 So 40 110 45 130 So s 11 30 35 374 487 568 0 Standard 11 : Institutional relationships \\ith the community Standards Overall Performance Score 0 1000 261 45 Discussion: This analysis is based on all the 11 Standards to provide a snap shot of the annual comparative performance of all the colleges in the institution as a whole in an academic year 2013/2014. It shows that of the 4 colleges analyzed, compared and internal benchmarked; the best performing college is College 4, while the worse performing college is College 1. Based on this internally benchmarked perfonnance on the same 11 Standards, the institution can take corrective or remedial actions, or for the allocation of resources and financial incentives. Table 3: Sample o(Per(ormance Scoring Comparisons WITHIN SAME COLLEGE OF ITS DIFFERENT PROGRAMS in an academic vear Scaled Scoring P e rforma nce Standards Standard 1: Mission and Objectives 0 Standard 2: Governance and 0 Administration Standard 3: Management of quality 0 assurance and im12rovement Standard 4: Learning and Teaching 0 Weights 40 so Performance Achievement forAY 2015/ 2016 Program 1 Program 2 Program3 Program4 s 21 25 29 21 10 25 32 70 12 26 250 35 40 4S 6o 90 120 70 23 33 40 45 0 Standards: Student administration and SUJ2]20rt services Standard 6: Learnin g resources 6o 26 32 35 35 0 Standard 7: Facilities and equipment 6o 22 35 37 37 Standard S: Financial planning and mana ement Standard 9: Employment processes Standard 10 : Research 40 15 19 20 20 0 0 0 0 Standard 11: Institutional relationsh iQS with the communitv Standards Overall Performance Score 0 So 2S 200 61 36 So 40 110 45 130 So s 11 30 35 374 487 568 1000 261 Discussion: This analysis is based on all the 11 Standards to provide a snap shot of the annual comparative perfonnance of all the programs in the College as a whole in an academic year 2013/2014. It shows that of the 4 programs analyzed, compared and internal benchmarked; the best performing college is Program 4, while the worse performing college is Program 1. Based on this internally benchmarked performance on the same 11 Standards, the institution or college 72 Journal of Institutional Research in South East Asia - Vol. 15 No.1 May.'June 2017 administration can take corrective or remedial actions, or for the allocation of resources and financial incentives. b) Type 4 Composite Analysis based on performance scoring of selected Standards as a related categorical grouping and selected prescribed Institutional KPI Table 4: Sample o(Per(ormance Scoring Comparisons and Institution I College I program related to Govemance and quality of educational offers of INSTITUTION I COLLEGE I PROGRAM AS A WHOLE across different academic years (or trend analysis Weights Scaled Scoring Performance Per formance Achievement (Institution I College I Program) 2013 2014 2015 2016 Standards related to quality of educational offers o o Standard 4: Learning Tea chin Standard 10: Research and Performance scores of quality of educational offers Select ed prescribed Institutional KPI o Proportion of full-time equivalent students in proportion to the to tal number of full-time facu lty members o Percentage of the full-time faculty members obtaining academic or professional awards at th e national or interna tional level.(%) o Propor tion of studen ts entering undergraduate programs who complete those programs in minimum time o Proportion of full time member of teaching s taff with at least on refereed publications during the ear N umber of cita tions in refereed 0 journals in the previous year per full time equivalent teaching staff. Performance scores of quality of educational offers and research Overall Performance Score 250 48 6o 200 61 So 450 109 140 90 120 110 130 200 250 2003 2014 2015 2016 3 ScoreiKPI 0.08160 :1 Scorei KPI 1.09150:1 ScoreiKPI 1.5130:1 ScoreiKPI 1.89110:1 3 o .6oi0 .02 0.6210 .03 0.6210.03 1.2810.05 3 0.0810 .12 5 0.910.55 1.7710.85 0.6910.25 0.6910.25 2.1910.35 5 0.3110.60 1.1911.20 1.3111.30 2.7511.90 19 1.45 4.08 5.02 9.88 469 110.45 144-08 205.02 259-88 Discu ssion: This type of analysis is a composite of select Standards and selected prescribed KPis over a period of 4 years to provide a trend analysis of the comparative perfonnance of the institution as a whole. It shows that there are progressive improvements in these selected Standards 4 and I 0 that relates to "quality of educational offers" across the whole institution as a whole over a period of 4 years. It is also supported by the analysis of the selected prescribed institutional KPis to provide an objective set of analysis and internal benchmark based on selected Standards and KPis , which in this case are the KPis related to "quality of teaching, learning and research". In this case, its shows that there arc progressive improvements over a period of 4 years trend analysis as a whole. 73 Joumal of Institutional Research in South East Asia- Vol. 15 No.I Ma 'June 2017 Table 5: Sample ofPer(ormance Scoring Comparisons related to Governance and qualitr of educational offers ofALL COLLEGES WITHIN THE INSTITUTION in academic year Scaled Scoring Performance Weights Performance Achievement forAY 2015/2016 College 1 Standards related to quality of educational offers o Standard 4: Learning and Teaching 250 200 o Standard 10: Research Performance scores of quality of 450 educational offers Selected prescribed Institutional KPI o Proportion of full-tim e equivalent students in proportion to the total number of full-time faculty members o Percentage of the full-time faculty members o btaining academic or professional awards at the national or internationa1level. (%) o Proportion of students entering undergraduate programs who complete those programs in minimum time o Proportion of full time member of teaching s ta ff with at leas t on refereed publications during the previous year o Number of citations in refereed journals in the previous year per full time equivalent teaching staff. Performance scores of quality of educational offers and research Overall Performance Score College 2 College 3 College 4 120 13 0 6o 90 61 8o 110 109 140 200 3 College 1 Score/KPI 0 .08/60 :1 College 2 Score/KPI 1.09/50:1 College 3 Score/KPI 1.5/3 0 :1 College4 Score/KPI 1.89/ 10 :1 3 0.60/0.02 0.62/0.03 0.62/0.03 1.28/0.05 3 0.08/0.12 0-49/0.33 5 0.38 / 0.05 0 .69/0.25 5 0.31/0.60 1.19/ 1.20 19 1.45 110.45 144-08 1.77 j o.85 0.69/0.25 2.19/0.35 5.02 9.88 205.02 259-88 Discussion: This type of analysis is a composite of select Standards and selected prescribed KPis to provide a snapshot of the 2013/2014 academic year trend analysis of the comparative performance of all the colleges in the institution as a whole. It shows that College 4 is the "best performing·· while College I is the '·worst performing·· based on these selected Standards 4 and I 0 that relates to "quality of educational offers" across the whole institution as a whole. It is also supported by the analysis of the selected prescribed institutional KPis to provide an objective set of analysis and internal benchmark based on selected Standards and KPis, which in this case are the KPls related to '·quality of teaching. learning and research'' . In this case, it supports the comparative performance of the Colleges based on the KPis, and a combination of both the selected Standards and KPis analysis as a whole. 74 Journal of Institutional Research in South East Asia- Vol. 15 No.1 Ma .'June 2017 Table 6: Sample ofPer(ormance Scoring Comparisons related to Governance and quality of educational offers WITHIN SAME COLLEGE OF ITS DIFFERENT PROGRAMS in an academic vear Scaled Scoring Performance Weights Standards related to quality of educational offers o Standard 4: Learning and Teaching 200 o Standard 10: Research Performance scores of quality of 450 educational offers Selected prescribed Institutional KPI o o Proportion of full-time equivalent students in proportion to the total number of full-time faculty members Percentage of the full-tim e faculty members obtaining academic or professional awards at the na tional or international level. Ｈ ｾ Ｉ＠ Proportion of students entering undergraduate programs who complete those programs in minimum time Proportion of full time member of teaching s taff with at least on refereed publications during the previous year Number of citations in refereed journals in the previous year per full time equivalent teaching staff. Performance Achievement forAY 2015/2016 Program 1 Program 2 Program 3 Program 4 6o 90 61 So 110 120 130 109 140 200 250 Program 1 Score/KPI Program 2 Score/KPI Program 3 Score/KPI Program 4 Score/KPI 3 0.08/ 60 :1 1.09/ 50:1 1.5/ 30 :1 1.89/10:1 3 0.60/0.02 0.62/0.03 3 0.08/0.12 5 0.38 / 0.05 0.69/ 0.25 5 0.31/0.60 1.19/1.20 19 1.45 0.62/0.03 1.28/0.05 Ｐ o o o Performance scores of quality of educational offers and research Overall Performance Score 110.45 0.9 / 0.55 0 .69/ 0.25 5.02 144-08 1.77/ 0 .85 9.88 205-02 Discussion: This type of analysis is a composite of select Standards and selected prescribed KPis to provide a snapshot of the 2013/2014 academic year trend analysis of the comparative performance of all the programs in the college as a whole. It shows that Program 4 is the "best performing'' while Program I is the ·'worst performing" based on these selected Standards 4 and 10 that relates to "quality of educational offers·· across the college as a whole. It is also supported by the analysis of the selected prescribed institutional KPis to provide an objective set of analysis and internal benchmark based on selected Standards and KPis, which in this case are the KPis related to ·'quality of teaching, learning and research''. In this case, it supports the comparative performance of the programs within the same College based on the KPis, and a combination of both the selected Standards and KPis analysis as a whole. Implications and Discussion Quality in HEis have mostly tended towards "qualitative'' rather than ""quantitative" evaluation especially on the processes in most of the areas of governance, leadership, management, teaching and learning, research, learning resources, infrastructure and facilities , IQA system, financial and risk management, human resources management and societal responsibility, partnerships and 75 Journal of Institutional Research in South East Asia- Vol. 15 No. I Ma 'June 2017 collaborations (Teay, 2012; CUC, 2006 and 2008) where most areas of quality perforn1ance are more similar than dissimilar. This is in addition to certain " proxy measures·· that were developed to provide a measure of performance in terms of KPis like progression rates, faculty-student ratio, research publications per faculty, number of societal responsibility projects, etc. etc. Teay (2014) conducted a comprehensive review of strategic and operational KPis, as used in HEI and as identified in strategic plans, which were supported by CUC (2006) and Pollard, et.al. (20 13) which identified 29 key areas where KPis for HEis perfonnance measures could be developed. But practically, though standards for academic performance and management were defined in most accreditation system, its performance assessment are most likely to be qualitative supported by evidence rather than an objective based evaluation of processes or results as used in MBNQA or EFQM for perfonnance excellence assessment. Only one case of the Commonwealth University Benchmarking and Management Club (Wragg. 1998) usage of a scoring process for benchmarking was found. But these accreditation systems are still externalized systems, and normal ly most HEis' IQAs are a mirror of the externalized accreditation Standards without a fonnalized internal system and is mostly qualitative in nature. While aiming for a world-class .. education in its KSU 2030 Strategic Plan, KSU has also set up an IQA system (KSU - QMS)that integrates the national standards and sub-standards with the MBNQA's approach in performance evaluation of ADLI and LeTCI and its scoring methodology aimed at comparison with .. best practices .. which is a fundamental foundation of MBNQA. Inadvertently, this lQA approach provided a "good practice", objective framework with strong fundamentals in evaluation and assessment of its processes and results and quantifiable approach towards an internal benchmarking system as discussed earlier. Though this paper has advocated a unique approach in developing an internal benchmarking system, there are key fundamentals that any HEis applying such need to consider the following: 1. The HE/'s socio-political system - Fundamentally, all HEis are like any organization powered by and led by human (McNair and Leibfried. 1992). Capitalizing on the HEis ' human capitals means strengthening and sustaining its organizational and individual capacity and capabilities (Teay, 2008 and 2009), its strategic context and content of its direction and commitment towards society and delivering on its educational value. This calls for a close look into the leadership, its human empowerment(Schofield, 1998), its social-cultural dimensions of humanizing the teaching and learning, its social environments of collaborations and cooperation, sharing and learning, all of which are fundamentally the organizational and individual learning. It also calls for a strong and sustainable CQI (Dew and Nearing, 2004) . The HEis need to avoid the typical mistakes made in benchmarking as discussed earlier (Innovation Network, 1997). The very failure of this due to these mistakes or downplaying the importance and imperatives of the sociopolitical aspects of the HEI can undermine any initiatives or endeavors towards an efficient and effective IQA system for education sustainability. 2. The HE/'s scientific ｾｹｳｴ･ｭＨｄｷ＠ and Nearing, 2004) - Education value creation and delivery is generic regardless of its discipline. As discussed earlier and evidenced by CUC (2006 and 2008) key areas of focus in all HEis ' educational system revolve around the same focused areas. This inadvertently mean that most of the core processes (Camp, 76 Joumal of Institutional Research in South East Asia- Vol. 15 No.1 May'June 2017 1989 and 1995; Chaffee and Scherr 1992; Clark, 1993) defining, supporting and accomplishing educational value creation and delivery should be designed and developed to maximize value and minimize cost in delivering educational values to the students by the academics and support staffs(Shafer &Coate, 1992; Watson, 1993). The education ·'value chain'' that cuts across academic and administrative units could be re-focused or re-engineered to bring about the maximal processes value. 3. The HEI's technical system(Dew and Nearing, 2004) -If the strong fundamentals of (1) and (2) above are developed, the technical aspects is less of an issue where information technology (APQC, 1993; Shafer &Coate, 1992) can make the number crunching, the academic processes management and the data and information management less of a burden and headache. This has been accomplished when KSU developed the electronic version of its IQA s stem in the form of the E-QMS which incorporates most aspects of course specifications and report, program specifications and report, the faculty portfolio system, the performance metrics system, the internal audit and assessment system, the SSR development system, all of which are interfaced with the university data warehouse, in the upcoming four years, KSU will move into the performance management system targeted at 2020. This will be the hallmark where the proposed internal benchmarking system will underscore the performance comparatives and management across the whole university. Conclusion While benchmarking is recognized as a must, there are still disparate and sporadic activities that systematically provides a benchmarking system across the different education systems in the world. Though much progress in benchmarking has been made in the US due to its institutional research approach and its central data system, it is still progressing when most HEis are asked to provide benchmarking data or information. In developing countries, much need to be done especially at the central or national level to politically and socially instill this benchmarking culture and practice. Though benchmarking is nonnally externalized in nature, there is no reason why a HEI do not or will not set up its own internal benchmarking system to drive perfonnance through sharing and learning within its own system. This paper has illustrated that such a system can be established albeit the socio-political and the scientific aspects are dealt with conscientiously as the teclmical aspects supporting the internal benchmarking system is technology based. Such an internal benchmark system can be created through "out of the box" thinking and being open to innovative changes. 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