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

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

5. 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)

6. 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)

7. 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

8. 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:

9. ABA 2010 Goals & Measures
GOALS & MEASURES MATRIX

10. 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

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

12. 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

13. How are we doing?
Management Council Mini Survey