Set improvement goals for 7-10 measures in the Survey of Management and Organizational Patterns -- in areas where unit is >33 percent below A&BS goals
Systematically review transactional processes (which deliver a repetitive process, product, or service) and ensure that they are consistent with "Dimensions of Process Quality, Improvement, and Innovation" and "Simplification Goals and Principles."
Interview your top ten customers (in terms of volume of service you provide) and determine from them the three processes you control which, if radically simplified, would most markedly reduce workload for them.
Administer point-of-service customer satisfaction tools:
Communicate customer service feedback to your employees derived from (A) point-of-service survey data, (B) quarterly telephone calls or face-to-face meetings with your top ten customers, and (C) meeting with the CABOs and the HSAs to discuss customer satisfaction and simplification opportunities.
Determine through meeting with your employees (in facilitated workshops, retreats, or individual meetings) that they understand your unit’s performance objectives and performance measures, how these objectives and measures derive from the institution’s broader goals, and how their performance can directly affect improved performance measurements.
Review NACUBO Higher Education Management Award submittals, and identify exemplary practices worthy of further investigation, site visits, and/or adoption.
Complete two or more exemplary practice site visits and import innovative, cost-effective practices from high performance peer organizations.
Recognize team performance and accomplishments through recognition events and through team-based incentive awards.
Streamline the local policies for which you have custodial responsibility and which have not been thoroughly reviewed in the past two years, as follows:
