Transcript Impact Assessment Creating a Service Culture

Creating a Service Culture
MSDF Impact Assessment
every student. every classroom. every day.
OUSD Customer Value Chain
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Regulators
Vendors
Central
Service
Teams
Network
Leaders
Site
Leaders
Teachers &
Staff
Families
(Students)
Community/ BOE
High Levels of Service
High Levels of Student Achievement
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.
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RATER
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R
A
T
E
R
eliability: Performing dependably and accurately
ssurance: Conveying trust and confidence through
knowledge of products and services
angibles: Creating an impression through appearance
(people, facilities) and equipment (efficient and
user-friendly systems)
mpathy: Communicating caring and individualized
attention
esponsiveness: Helping customers willingly, promptly,
and speedily
Source: Forum Group
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Service Score Cards & Narratives
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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.
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Data-Driven culture:
Service Area leaders are expected to review scorecard findings and
adjust Service Area Improvement Plan two times per year
Research & Assessment
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SERVICE SCORE CARD
SCORE
SERVICE STANDARDS
District Assessments:
Teachers receive clear instructions about the district's
curriculum-based progress and benchmark
assessments
At least one member from each school site is trained
on how to use Edusoft
Data Support
Teachers have access to useful, timely data on
student performance to help guide teaching.
Principals have access to useful, timely data on
student performance to help guide teaching.
State Testing:
All State Testing inquiries were responded to within
24 hours.
All schools have a representative trained on STAR
and CELDT procedures
Research and Evaluation
OUSD has a comprehensive system of evaluation.
Metric: FCMAT score on evaluation standard
Client
06/07 Annual
07/08 Annual
Schools
N/A
74%
Schools
100%
Schools
71%
81%
Schools
74%
96%
Schools
95%
95%
Schools
100%
100%
Strategy Team
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FCMAT to return in
October 2008
BUDGET
Budget to Actual
Savings
-11%
CUSTOMER SERVICE
Reliability
Assurance
Tangibles
Empathy
Responsiveness
OVERALL RATER AVERAGE
Supporting Student Achievement
50%
55%
55%
61%
61%
64%
81%
78%
82%
82%
80%
80.55%
85%
PEOPLE
Completion of staff annual evaluations
Employee Attendance
Employee Turnover
Sufficiently Trained
Employee Overall Satisfaction
100%
96%
24%
30%
100%
5
100%
93%
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Service Improvement Plans &
Continuous Process Improvement
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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
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