rick Smith


20+ years of experience in business operations, business analysis, process design and performance improvement. Employed by Yale University as the ITS Director of Business Analysis, Metrics and Quality Assurance: Unique Characteristics and Skills: * An articulate, executive leader, who brings an unusual blend of strategic thinking, balanced with extensive general management, operations and consulting experience in for profit and non-profit organizations. * Skilled in strategy formulation; business process analysis; process improvement; and organizational change leadership Mastery skills in the following business functions: * Business Strategy Formulation and Execution * Business Operations * Organizational Change Management Metric System Design * Business Process Analysis * Performance Measurement * Project Management * Leadership Coaching and Development * Change Management * Facilitation and Team Building * Applied Business Information Technology * Lean/Six Sigma Deployment Credentials: * Master Degree in Clinical Psychology * Post Graduate Program Certification in Medical Rehabilitation Administration * Licensed eligible MFCC, California * Member of the American Academy of Healthcare Executives * Certified Six Sigma Black Belt, Certified Business Analyst and PMP Certified Project Manager * Member of the International Institute of Business Analyst (IIBA) Yale Patent Owner: First Named Inventor/Applicant Name: John Rickey Smith 12405603 Application Number: 61616219 Confirmation Number: 2706 Key Features of the Patent: 1. The Balanced Performance Scorecard displays two dimensional view and evaluation of service performance; aligning customer experience to internal operations 2. The first dimension displays customer experience summarized by the Face Value Index (FVI) the second dimension displays internal operations summarized by the (OVI) Operational Value Index 3. The FVI and OVI convert business/service specific Key Performance Indicators (KPIs)to a weighted point system utilizing the FVI and OVI as common denominators ; thus allowing assessment or comparison of business/service performance across disparate entities 4. The FVI and OVI represents a set of KPIs which can vary by business/service type 5. The model uses a performance to target scoring methodology comparing actual to target performance for each of the KPIs and then aggregates and sums the KPIs using weighted scores.

EDUCAUSE Publications

  • The 4Rs of Metric System Design
    • Article
    • Author

    To address the common quality-assurance problem of key performance indicators that don't reflect client experiences, Yale University's Information Technology Services formulated the four rights (4Rs) approach to Metric System Design.