What is the most effective governance structure for online learning operations - centralized or decentralized? Using Lean methodology, a large public university tackled this question to develop a truly unique, scalable, and effective governance structure that has increased faculty and staff engagement in online operations.
A large four-year public institution in the West sought to reinvent its management of online learning operations. Previously, the institution shifted from a centralized distance education model to decentralized. Ensuing quality issues and insufficient supply of online courses caused the decentralized model to fall into question. University administrators charged a multi-functional task force to explore the problem using Lean methodology. Following Lean training, the task force invested a semester exploring the problem, piloting several solutions, and developing a set of recommendations including a new shared governance model and quality assurance processes. The resultant tiered governance structure created by this process facilitated rapid communication and decision-making while maintaining a standard of quality, which was critical during the COVID-19 crisis.