every student. every classroom. every day. Creating a Service Culture MSDF Impact Assessment

2 2 OUSD Customer Value Chain Network Leaders Central Service Teams Families (Students) Vendors RegulatorsTeachers & Staff Site Leaders High Levels of Service High Levels of Student Achievement Community/ BOE The Educational Leadership Team (ELT) and the Service Leadership Team (SLT) partners in providing service for our ultimate customers which are the Students, Families and Community.

3 3 RATER eliability: Performing dependably and accurately R A ssurance: Conveying trust and confidence through knowledge of products and services T angibles: Creating an impression through appearance (people, facilities) and equipment (efficient and user-friendly systems) E mpathy: Communicating caring and individualized attention R esponsiveness: Helping customers willingly, promptly, and speedily Source: Forum Group

4 4 Service Score Cards & Narratives Key Elements of Score Cards: 1.Service Standards 2.Customer Service Perception/RATER 3.Budget 4.People Key Elements of the Narrative/Analysis: 1.Link each service standard to student achievement 2.Select 2-3 targets and analyze score. 3.Validate/ describe metric used to measure standard.

5 5 5 Data-Driven culture: Service Area leaders are expected to review scorecard findings and adjust Service Area Improvement Plan two times per year

6 6 Service Improvement Plans & Continuous Process Improvement Goal: Service Area leaders utilize key metrics to drive continuous cycles of improvement with their teams. Service Improvement Plans: Three year strategic plan focused on improving quality services, creating cost efficiencies, and developing human capital. Key Elements of Service Improvement Plans: Data Review and Needs Assessment Departmental Mission & Vision Statements 3-Year Goals and Associated Objectives – Aligned with budget