support services department- leadership teams alignment: setting and communicating direction
TRANSCRIPT
Support ServicesSupport ServicesDepartment- Department-
Leadership TeamsLeadership Teams
Alignment: Setting and Alignment: Setting and Communicating Direction Communicating Direction
Outcomes/PurposeOutcomes/Purpose To align departments to the District To align departments to the District
plan plan To empower Department To empower Department
Leadership Teams (DLTs) to set Leadership Teams (DLTs) to set and communicate direction and communicate direction within within their departmenttheir department
To create a department “Plan on a To create a department “Plan on a Page” that aligns/guides the work Page” that aligns/guides the work of the departmentof the department
Two ObjectivesTwo Objectives1.) Make the department 1.) Make the department
work betterwork better
andand
2.) Make the department a 2.) Make the department a better place to workbetter place to work
Today’s AgendaToday’s AgendaSharing: Discuss the roll-out of Sharing: Discuss the roll-out of
the plan on a pagethe plan on a pageSMART Goals; getting focusedSMART Goals; getting focusedData Displays; measuring Data Displays; measuring
progressprogressPlanning Next Steps; where are Planning Next Steps; where are
we going next?we going next?
Why the “Plan on Why the “Plan on a Page”?a Page”?
Tell me one more time…Tell me one more time…
How “effective” can a How “effective” can a department be when department be when
employees don’t know employees don’t know what the “Wildly what the “Wildly
Important Goals” are?Important Goals” are?
Random Acts of ImprovementAim of the
Department
Goals and Measures
Aim of theDepartment
Aligned Acts of Improvement
Goals and Measures
Plan Roll-OutPlan Roll-Out Have you completed the roll-out Have you completed the roll-out
yet? In not, when?yet? In not, when? What process was used to share What process was used to share
the plan with employees?the plan with employees? Plus: What worked well?Plus: What worked well? Delta; What would you do Delta; What would you do
differently if you could?differently if you could? What are your teams next steps What are your teams next steps
with the plan on a page?with the plan on a page?
Now What?Now What?
What do we do with the Plan on a Page?What do we do with the Plan on a Page?
Connect the Connect the front line to the front line to the goalsgoals
Each work Each work group needs to group needs to know how their know how their work alignswork aligns
SMART goals SMART goals for each work for each work groupgroup to the to the Plan on a Page Plan on a Page goalsgoals
What Are SMART GOALS?
S pecific, strategic
M easurableA ttainableR esults-
orientedT ime-bound
Customer SatisfactionCustomer Satisfaction Ensure customer satisfactionEnsure customer satisfaction Serve our customers in a timely fashionServe our customers in a timely fashion Continually improve customer Continually improve customer
satisfactionsatisfaction
SMART GoalSMART Goal By July 2008, increase response time to By July 2008, increase response time to
ImportantImportant work orders to an average of work orders to an average of 4.1 as measured by the customer 4.1 as measured by the customer follow-up survey.follow-up survey.
Serve our Serve our customers customers in a timely in a timely
fashionfashion
Serve our customers in a timely fashion
Define it!
Key Measures!
Set Target!
Important requires a quick response -- needed to continue project -- Examples…..
Emergency Requires immediate attention --dangerous --loss of service --immediate turn around --Examples….
Serve our customers in a timely fashion
Routine response not critical to continue work/process --Examples……
Response time
Response Time
Respond and schedule
Schedule & complete project
24 hours
1-5 days
1 – 5 days
30 days
GOAL STATEMENT
SMART GOAL
INDICATORS
MEASURES
TARGETS
ACTION PLAN
Communicate & post indicators, measures, targets (Leadership team)
Develop 5 pt scale (Leadership team)
Develop follow-up survey (Leadership Team)
Definition of Timely Fashion From Step One – using the Affinity Diagram
By July 2008, increase response time for Important work orders to an average of 4.1 as measured by the customer follow-up survey. (5 pt scale)
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 SatisfactionCustomer Satisfaction Ensure customer satisfactionEnsure customer satisfaction Serve our customers in a timely fashionServe our customers in a timely fashion Continually improve customer Continually improve customer
satisfactionsatisfaction
SMART GoalSMART Goal By July 2008, increase response time to By July 2008, increase response time to
ImportantImportant work orders to an average of work orders to an average of 4.1 as measured by the customer 4.1 as measured by the customer follow-up survey.follow-up survey.
Food and Nutrition Strategic Plan 2007-2008
VISION
FOOD AND NUTRITION MISSION
CORE VALUES
FOOD AND NUTRITION DEPARTMENTAL GOALS
GUIDING PHILOSOPHY
Continuous Improvement
Customer Satisfaction Data-Driven Decisions
Learning for All Teamwork Visionary Leadership
Excellence for All
To prepare all students for learning by offering nutritious meals and quality service at affordable prices.
Advance the Nutritional Integrity of Meals Offered.
Interact in a Positive and Professional Manner with All Customers.
Prepare Top Quality Meals on a Consistent Basis.
Maintain High Standards of Cleanliness and Sanitation.
Develop a Position Specific Training Program for All Employees.
Data Display ExampleData Display Example
SMART Goals Data Displays10 day Average By Question
2.77
3.09
3.02
2.90
1.00 1.50 2.00 2.50 3.00 3.50 4.00
1
2
3
4
Qu
es
tio
n
Strongly Disagree (1) <--------> Strongly Agree (4)
10 day Average By Question
2.77
3.09
3.02
2.90
1.00 1.50 2.00 2.50 3.00 3.50 4.00
1
2
3
4
Qu
es
tio
n
Strongly Disagree (1) <--------> Strongly Agree (4)
10 day Average By Question
2.77
3.09
3.02
2.90
1.00 1.50 2.00 2.50 3.00 3.50 4.00
1
2
3
4
Qu
es
tio
n
Strongly Disagree (1) <--------> Strongly Agree (4)
SMART Goal #1
SMART Goal #2
SMART Goal #3
Word Order Response Time Average per Month
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
August September October November December January2006-2007
Resp
on
se S
cale
Emergency
Important
Routine
Scale: 5 point5 Excellent4 Above Average 3 Satisfactory2 Needs Improvement1 Inadequate
Work Order Response Time Six Month Average (Aug 2006 - J anuary 2007)
By Category
4.8
3.6
4.7
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
5.0
Emergency Important Routine
Avera
ge R
esp
on
se
10 day Average By Question
2.77
3.09
3.02
2.90
1.00 1.50 2.00 2.50 3.00 3.50 4.00
1
2
3
4
Qu
es
tio
n
Strongly Disagree (1) <--------> Strongly Agree (4)
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 & Questions & Comments?Comments?
Evaluate today’s Evaluate today’s meeting using meeting using the Plus/Delta the Plus/Delta
Second page- Second page- help us plan for help us plan for next yearnext year