Support Services Department- Leadership Teams Alignment: Setting and Communicating Direction

Outcomes/Purpose To align departments to the District plan To align departments to the District plan To empower Department Leadership Teams (DLTs) to set and communicate direction within their department To empower Department Leadership Teams (DLTs) to set and communicate direction within their department To create a department Plan on a Page that aligns/guides the work of the department To create a department Plan on a Page that aligns/guides the work of the department

Two Objectives 1.) Make the department work better and 2.) Make the department a better place to work

Todays Agenda Sharing: Discuss the roll-out of the plan on a page Sharing: Discuss the roll-out of the plan on a page SMART Goals; getting focused SMART Goals; getting focused Data Displays; measuring progress Data Displays; measuring progress Planning Next Steps; where are we going next? Planning Next Steps; where are we going next?

Why the Plan on a Page? Tell me one more time…

How effective can a department be when employees dont know what the Wildly Important Goals are?

Random Acts of Improvement Aim of the Department Goals and Measures Aim of the Department Aligned Acts of Improvement Goals and Measures

Plan Roll-Out Have you completed the roll-out yet? In not, when? Have you completed the roll-out yet? In not, when? What process was used to share the plan with employees? What process was used to share the plan with employees? Plus: What worked well? Plus: What worked well? Delta; What would you do differently if you could? Delta; What would you do differently if you could? What are your teams next steps with the plan on a page? What are your teams next steps with the plan on a page?

Now What? What do we do with the Plan on a Page?

Connect the front line to the goals Connect the front line to the goals Each work group needs to know how their work aligns Each work group needs to know how their work aligns SMART goals for each work group to the Plan on a Page goals SMART goals for each work group to the Plan on a Page goals

What Are SMART GOALS? S pecific, strategic M easurable A ttainable R esults-oriented T ime-bound

Customer Satisfaction Ensure customer satisfaction Ensure customer satisfaction Serve our customers in a timely fashion Serve our customers in a timely fashion Continually improve customer satisfaction Continually improve customer satisfaction SMART Goal By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey. By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

Serve our customers in a timely fashion Define it! Key Measures! Set Target!

Important Work Orders 5 point response scale and an average Six months to study & implement changes Average score of ….. July 2008 By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

Customer Satisfaction Ensure customer satisfaction Ensure customer satisfaction Serve our customers in a timely fashion Serve our customers in a timely fashion Continually improve customer satisfaction Continually improve customer satisfaction SMART Goal By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey. By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

Data Display Example SMART GoalsData Displays SMART Goal #1 SMART Goal #2 SMART Goal #3

Q.1: I had the necessary tools, resources, and\or training to be effective\efficient in completing my work today. Q.2: I could effectively serve my customers today within the parameters of our existing policies, procedures, and roles. Q.3: I received timely and appropriate communication as needed from my team and\or supervisor to complete my work today. Q.4: I received timely and appropriate communication from other Technology members to complete my work today.

Questions & Comments? Questions & Comments? Evaluate todays meeting using the Plus/Delta Evaluate todays meeting using the Plus/Delta Second page- help us plan for next year Second page- help us plan for next year