BSC BUZZ - October 2007

1. Overall Balanced Scorecard (BSC) Updates
2. FAS CARE Customer Service Survey - Launching November 8, 2007
3. FY2007/08 Incentive Plan

Greetings FAS Community:

We are pleased to present the first edition of the BSC BUZZ for FY2007/08.  Success of this communication is enhanced by the contributions and feedback from all of you.  We appreciate your support and look forward to communicating the advancements of your dedicated efforts to meet the FAS Balanced Scorecard goals.

1. Overall Balanced Scorecard (BSC) Updates
Important to: All FAS Staff

Message: A small committee was hard at work over the summer creating the criteria and selection process for the first ever FAS Balanced Scorecard Best Practices Awards for this past fiscal year (2006-2007).  Their efforts paid off and in late September all FAS departments were invited to submit applications for the awards.  A selection committee reviewed the final applications and on November 1st, award recipients will be announced at the FAS Leadership Group meeting. 

In the meantime, we completed our second year of implementing the BSC.  Out of 24 measures, we achieved our targets on 16 (or 66.67%).  While this is less than our overall achievement in fiscal year 05/06 (77.8%), the measures for this past fiscal year were more rigorous and in some cases harder to achieve.

As noted in the July issue of “The Buzz,” with input from the Management Group, the FAS BSC Steering Committee is assessing the role and structure of key groups involved with the BSC process.  Our goal is to create a governance structure that inspires involvement and enables FAS as an organization to incorporate two principles of a strategy-focused organization: “Make Strategy Everyone’s Job” (Principle 4) and “Make Strategy a Continual Process” (Principle 5).  A draft organizational chart has been created and is being reviewed by the FAS Direct Reports.

Next Steps: A first draft of the 08/09 FAS Strategy Map is being reviewed by the Direct Reports and will be shared at the November 1st Leadership Group meeting.

Contact Info: Kathleen Brown, FAS Balanced Scorecard Coordinator, 2-4125

2. FAS CARE Customer Service Survey - Launching November 8, 2007
Important to: All FAS Staff

Message: The FAS CARE Customer Service Survey will launch its 4th annual survey to all Faculty, Students, Staff and other customers on November 8, 2007.  Be on the lookout for an email from Senior Vice Chancellor Steve Barclay inviting you to voice your opinion of the services you receive from the FAS community. 

The survey distribution will be an email invitation which links you to a web-based interface.  The survey results are tabulated by Sterling Research Group, a full-service market research company specializing in customer satisfaction surveys, and reported back to FAS leadership.  Paper-based surveys will be distributed to customers who do not have ready access to email.  Other non-UC or UC-affiliated customers may also take the survey by sending an email request to FAS.Survey@ucsf.edu . 

Questions may be directed to a FAS CARE Ambassador in your department as listed below:

Next Steps: The survey period will close on December 7. Take this opportunity to assist FAS in developing and updating goals to improve services to our customers.

Contact Info: Keith Braxton, 2-3071, or Betty Moy, 6-5998.

3. FY2007/08 FAS Incentive Plan
Important to: All FAS Staff

Message: Building upon the success of 2006/07, the 2007/08 FAS Incentive Plan provides for increased funding for the program and higher potential maximum payout for all groups. The FAS-wide goals for this year are:

1. Improve customer service satisfaction––Target: Achieve an overall FAS customer satisfaction rating of 3.91 (FAS achieved 3.87 last year)
2. Improve Service/Control/Cost goals: Achieve targeted improvement in FAS units’ service, control, and cost goals.  Target:  59 out of 88 total FAS unit goals.
3. Improve communication (for survey unit managers): Achieve improvement in 6 questions on Communications score in 2008 Staff Opinion Survey.

The 2007/08 plan also provides for more unit-based incentive goals that have been tailored to the particular needs and strategic goals of each FAS unit while maintaining a unified focus on our overall customer satisfaction and on our three core themes in our strategic plan: improving service, controls and cost effectiveness. 

Your supervisor has or will soon be sharing your unit specific goals and provided additional information about the FAS wide goals with you.  More information about the plan will be provided as the fiscal year progresses.

A copy of the plan document is available is available at http://www.ucsf.edu/fas/BSC/fas_bsc07-08.html.

Next Steps: Cascading unit/departmental incentive plans are available from your managers and supervisors.

Contact Info:  Susan Wright, 6-2571, Human Resources

Overview

FAS-BSC Reports + Updates

• 2007-2008
• 2008/2009
• Dept. Strategy Maps +Training Materials
• F.A.Q.
• BSC Resources + References
• Archive Reports
• BSC Buzz

Related Links:
Employee Opinion Survey Results