ABA Management Council Meeting May 30, 2007 1:30 p.m. to 3:30 p.m. Redwood Room, University Union

STRATEGY MAP UPDATES Relevant goals based on ABA priorities Background and definitions included Graphic improvements

DEVELOPING 2007/08 GOALS Review data sources to identify strategic challenges Incomplete CY goals (revise, re-state, abandon) Survey responses Feedback from forums and interviews Staff input Refer to yardsticks, Strategy Map, ABA’s Strategic Focus Focus on process perspective Or other critical perspectives / high profile goals Only 1 to 2 goals – not necessarily all perspectives Emphasize ROI SMART (Specific, Measurable, Achievable, Relevant, Time-bound)

IDENTIFYING MEASURES Ask the questions: What information will tell me if I am making progress on initiatives identified to help me meet my goal? What information do I need to determine if these initiatives have helped me meet my goal? Use leading/lagging measures in combination Leading (measures how well you have met targets for your driving initiatives) Lagging (measures outcomes-have you met goal and how well)

EXAMPLE Goal: Improve customer service focus of staff Leading (pro-active focus on process) Training (Target: all staff attends Communication & Service training by June 30 / Measure: % staff completed training) Cross training (Target: all staff cross-trained by June 30 / Measure: % staff trained & able to provide back-up Development/promotion of standards (Target: standards identified by September 1 and promoted/discussed every staff meeting – (every 30 days) / Measure 1: Standards completed / Measure 2: % of agendas including Customer Service item) Lagging (focus on results) Measure: Administer annual Customer Satisfaction Survey

TYPES OF MEASURES Productivity (# widgets processed per day) Quality (# defects per unit) Timeliness (% on time) Cycle time (average days to process widget) Cost (processing cost per document) Resource for system-wide measures: http://www.calstate.edu/QI/measurelibrary/MeasureLibrary/book0/book.html

ABA 2010 Goals & Measures 2007-2008 GOALS & MEASURES MATRIX

CUSTOMER SERVICE STRATEGIES Complete November 2006 assignment Customer Service strategies Focus on 1 or 2 that will really have an impact Determine how you will assess your results Customer Satisfaction Surveys Focus groups Interviews Staff input Other Submit family plans by June 30

BACKGROUND DOCS Customer Service Program Worksheet Customer Service Worksheet/Mgt Council ABA Family Customer Service Strategies

FYI In 2006/07, ABA sent the following numbers of employees to HR Customer Service training sessions Communication & Service – 26 How to Deliver/Supervise Exceptional Service – 23 Essentials of Customer Service - 29

How are we doing? Management Council Mini Survey