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					                                                         ABaC$ Quality Standards Matrix 10-11 for First Team Report
  Key Result              Library            Library-wide                    LSST/ABaC$                        Measurement
     Area           Critical Processes    Quality Standards                Quality Standards                     Method           Stakeholders             Status                         Comments
Operational   P9     Managing Human Resources
Effectiveness

             P9.2    Recruiting, Allocating                   100% of completed student hiring                               Library hiring          Met            Once Systems Control has the paperwork, since they are
                     and Hiring                               paperwork will be submitted accurately to                      supervisors and student                serving the campus community, we can not predict when
                                                              Systems Control within one business day of                     employees                              they will process the hiring paperwork. This QS does not
                                                              receiving all necessary documentation from                                                            reflect any problems we have with getting all the proper
                                                              the student.                                                                                          information from the student being hired.

                                                              100% of student employment information                         Library hiring          Met
                                                              will be verified and profile updated in Kronos                 supervisors and student
                                                              within one day of PeopleSoft upload.                           employees

                                                              100% of student supervisors notified of                        Library hiring          Met            Since new hires are automatically uploaded into Kronos,
                                                              student start date within one business day                     supervisors and student                the supervisor may notice the new hire in Kronos before
                                                              of identifying student is active in Kronos.                    employees                              an e-mail is sent to them.

Operational   P11    Managing Financial Resources
Effectiveness

             P11.3.1 Placing Orders -                         100% of all funding source documents are                       Library teams          Met
                     Supplies, Services,                      reviewed for accuracy and detail at the
                     Reimbursements                           close of each business day. If inaccurate /
                                                              incomplete funding source documents are
                                                              submitted, the accountants will contact the
                                                              customer within one business day for
                                                              clarification
                                                              100% of all completed funding source                           Library teams          Met
                                                              documents are processed within two
                                                              business days of receipt.
                                                              100% of cash receipts with completed                           Library teams          Met
                                                              documentation will be processed for deposit
                                                              within one business day of receipt by
                                                              accountant.
                                                              100% of orders, services and                                   Library teams          Met
                                                              reimbursements are coded and entered
                                                              accurately in ATLAS by Friday of each
                                                              week.
                                                              100% of p-card order log numbers will be                       P-card holders         Met
                                                              entered in ATLAS by Friday of each week.
                                                                 ABaC$ Quality Standards Matrix 10-11 for First Team Report
Key Result                Library                 Library-wide                           LSST/ABaC$                      Measurement
  Area              Critical Processes          Quality Standards                     Quality Standards                    Method            Stakeholders             Status   Comments
             P11.3.2 Placing Orders - Travel                             100% of travel and training transactions are                  LFA, SGA, Cabinet,       Met
                     and Training Fund                                   entered into ATLAS, based on approved                         travelers and the Dean
                                                                         allocation by Friday of each week.

                                                                         100% of travel expense forms are                              Travelers                Met
                                                                         completed accurately and submitted to UA
                                                                         travel within two business days of traveler’s
                                                                         signature.
                                                                         100% of all pending orders, encumbrances                      Library Teams
                                                                         and reimbursements are researched within
                                                                         two business days after monthly FRS close.

             P11.4    Monitoring Fund Lines                              100% of discrepancies, once notified, will be                 Library teams            Met
                                                                         researched by the end of business day and
                                                                         corrected within two business days of
                                                                         resolution.
                      Monitoring Information                             100% of al IA financial reports and                           IRMMT, RSST and          Met
                      Access Fund Lines                                  documents are reviewed (includes source                       Steve Bosch
                                                                         documents, FRS, etc.) and are reconciled to
                                                                         FRS by Friday of reconciling week.

                                                                         100% of IA report discrepancies will be                       IRMMT, RSST, and         Met
                                                                         researched immediately after monthly FRS                      Steve Bosch
                                                                         close. Resolution by the next FRS close.

             P11.5    Reporting                3.2 Customers             100% of the reports provided to team and                      Library teams            Met
                                               satisfied that the        project leaders, and/or fund managers,
                                               information distributed   contain accurate data and are completely
                                               in financial and budget   reconciled to all source documents, FRS
                                               reports is accurate.      reports and ATLAS records by Monday after
                                                                         reconciling week.

             P11.6    Maintaining Vendor                                 100% of vendor inquires will be responded                     IRMMT, RSST, Steve       Met
                      Relations                                          to within two business days.                                  Bosch and TST.

             P11.6.1 Paying/Billing Invoices                             100% of pending invoices which contain                        IRMMT, RSST, Steve       Met
                                                                         items that have not been received will be                     Bosch, and TST.
                                                                         researched with vendor or stakeholder
                                                                         (TST) within 30 days of receipt of invoice.

                                                                         100% of statements will be researched                         IRMMT, RSST, P-card,     Met
                                                                         twice a month for invoice resolution.                         and TST.
                                                             ABaC$ Quality Standards Matrix 10-11 for First Team Report
Key Result                 Library               Library-wide                      LSST/ABaC$                  Measurement
  Area               Critical Processes        Quality Standards                 Quality Standards               Method         Stakeholders             Status   Comments
                                                                   100% of Blackwell North America approval                TST                    Met
                                                                   invoices, received in batches, will be
                                                                   processed within 48 hours of receipt by
                                                                   LSST/TST accounting.
                                                                   100% of completed monographic/serial                    IRMMT, RSST, Steve     Met
                                                                   invoices will be paid within 4 working days             Bosch and TST.
                                                                   from date received in LSST/TST
                                                                   accounting.
                                                                   100% of incomplete invoices will be                     TST                    Met
                                                                   researched and followed up within one
                                                                   week of correspondence with TST
                                                                   Receiving.
                                                                   100% of p-card transactions will be                     P-card holders         Met
                                                                   reconciled and approved in accordance with
                                                                   the UA Purchasing Department deadlines.


                                                                   100% of all p-card transactions that have             IRMMT, RSST, Steve       Met
                                                                   cleared FRS will be entered in Millenium              Bosch and TST.
                                                                   within five working days of month end close.

                                                                   100% of all checks received by the TST                IRMMT, RSST, Steve       Met
                                                                   Accounting area will be researched and                Bosch and TST.
                                                                   processed within 10 working days.
             P11.7    Initiating Payroll and                       100% of staff edits are entered into Kronos           Library staff and student Met
                      Distributing Paychecks                       on a weekly basis. On non-pay week e-slips            employees
                                                                   received will be entered by Thursday.

                                                                   100% of paychecks will be sorted correctly            Library staff and student Met
                                                                   and will be available for pickup by 9AM at            employees
                                                                   Main on payday. After distribution time,
                                                                   paychecks not picked-up will be mailed to
                                                                   the employee's address on file.

                                                                   100% of newly hired students will be issued           Library staff and student Met
                                                                   a paycheck in the first payroll cycle as long         employees
                                                                   as Systems Control processes all relevant
                                                                   documents.
                                                                   Results of audit will ensure 100% of staff            Library staff and student Met
                                                                   and students receive an accurate paycheck.            employees
                                                          ABaC$ Quality Standards Matrix 10-11 for First Team Report
Key Result               Library              Library-wide                     LSST/ABaC$                    Measurement
  Area             Critical Processes       Quality Standards               Quality Standards                  Method         Stakeholders             Status        Comments
                                                                100% of payroll will be reconciled to the UA             Library staff and student Met
                                                                PEL reports and downloaded into ATLAS by                 employees
                                                                Monday of non-payday week. An email to
                                                                AllABaC$ will be sent upon completion.

             P11.7.1 Monitoring Library                         100% of all financial reports and documents               Library teams           Met
                     Personnel Operations                       are reviewed (includes source documents,
                     and Wages Budgets                          FRS, PEL, etc.) and reconciled to FRS by
                                                                Friday of reconciling week. Documents not
                                                                in hand are requested from UA processing
                                                                unit (i.e. UITS, UA Bookstore, Student
                                                                Union, Photocopy).

                                                                100% of all pending orders, encumbrances,                 Library teams           Met
                                                                receipts and reimbursements are
                                                                researched immediately after monthly FRS
                                                                close. Resolution by the next FRS close.

             P11.10 Training                                    100% of the Library and CCP Business                      Library teams           Completed at
                                                                Practices manual will be updated once a                                           the end of
                                                                year.                                                                             November.
                                                                100% of all team administrative                           Library teams           Plan to have a
                                                                assistants/associates will know how to                                            training session
                                                                access and be knowledgeable of the Library                                        in February.
                                                                and CCP Business Practices manual by
                                                                providing one training session per fiscal
                                                                year in September.
             P11.11 Records Management                          100% of all IA Invoices paid in Millenium                 TST and DDT             Met
                                                                and FRS will be scanned and indexed in
                                                                Docuware prior to submitting to UA
                                                                Accounts Payable.
                                                                100% of operation documents will be                       Library teams           Met
                                                                scanned and indexed into Docuware prior to
                                                                submission.
                                               Facilities Management Quality Standards Matrix 10-11 for First Team Report

                                                      Library-
    Key                                                 wide
   Result                       Library               Quality        Partner's
    Area                  Critical Processes         Standards Performance Measures        Partner's Quality Standards        Partners    Status   Comments
Operational     P2          Acquiring
Effectiveness
                P2.5        Receiving Shelf-ready              Blackwell’s and Roswell    QS1: 98% of the time             TST            Met
                            Acquisitions                       book deliveries will be     Blackwell’s books will be
                                                               promptly received and      processed within two working
                                                               disbursed to the proper    days
                                                               locations

                                                                                          QS2: 98% of the time Roswell     TST            Met
                                                                                          shipments will be delivered to
                                                                                          MAT within four work hours

                                                                                          QS3: 98% of the time OCLC TST                   Met
                                                                                          shipments will be received
                                                                                          and processed to TST on
                                                                                          the day of arrival
Operational     P10         Managing Physical
Effectiveness               Facilities
                P10.2       Security for resources/buildings
                P10.2.1     Control Card Access                Maintain access            QS1: 98% of the time             Amer-X         Met
                            and                                database to insure staff   respond to access
                            Key Pad Systems                    and customers can use      requests within three
                                                               CAT Cards to gain entry    work hours



                                                                                          QS2: Make changes to keypad AIST for            Met
                                                                                          numbers within 24 work hours graduate
                                                                                          of any request for carrel and 8 carrels
                                                                                          hours for staff locations

                                                                                          QS3: Provide advisories          Service Desk   Met
                                                                                          concerning security incidents    Staff and
                                                                                          and overall status of security   UAPD
                                                                                          programs
                P10.3       Planning and Preparing
                            for Emergencies and
                            Disasters

                P10.3.1     Library Emergency                  Communicate security,      QS1: Provide procedure and       UAPD and       Met
                            Procedures                         safety and emergency       policy changes to the staff      Risk
                                                               and evacuation policies    within 24 hours by email and     Management
                                                               to the Library Staff       update written documents
                                                                                          within 5 days
                                                                                          QS2: Provide emergency                          Met
                                                                                          procedure fact sheets to new
                                                                                          staff members attending the 6-
                                                                                          week Partners orientation




                                                                                                  Page 5 of 27
                                    Facilities Management Quality Standards Matrix 10-11 for First Team Report

                                            Library-
 Key                                          wide
Result                  Library             Quality            Partner's
 Area             Critical Processes       Standards Performance Measures            Partner's Quality Standards     Partners     Status   Comments
         P 10.3.2   Disaster Response Plan           Maintain Library Disaster     QS1: Updated information       University Risk Met
                                                     Plan to insure updates        included in the plan within 15 Management
                                                     are included when             work days when changes are
                                                     required                      needed
         P 10.4     Facilitate Response to           Maintain emergency and        QS: Updates to response                        Met
                    Emergencies and                  disaster                      phone lists are made within 15
                    Desasters and                    response/recovery phone       days when changes are
                    Coordinate Disaster              lists for involved staff      required
                    Recovery
                                                     Maintain necessary            QS: Supplies and source list                    Met
                                                     disaster response             are available when needed
                                                     supplies and/or a listing
                                                     of local sources
         P 10.5     Maintain Buildings and
                    Furnishings
                                                     PM #1: Timely                 QS1: Non-billable                               Met
                                                     processing and follow-up      requirements
                                                     on facility maintenance       reported to University FM within
                                                     requests and work orders      2 work hours of notification for
                                                                                   maintenance needs

                                                                                   QS3: Less than three            University FM   Met
                                                                                   (3) second customer calls per
                                                                                   month about specific work
                                                                                   orders
                                            QS:         PM#2: Customers            QS1: Reduce the gap on                          Met
                                            Reduce      satisfied with furnishings LibQual dimension "Library as a
                                            superiority and facilities             place" by 5% from the 2005-
                                            gap from -                             2007 average
                                            .93
                                            (average
                                            2005-2007)
                                            to -.75 by
                                            2012 on
                                            LibQual
                                            deminison
                                            "Library as
                                            Place"


                                                        PM #4: Establish and       Chairs and tables are                           Met
                                                        maintain a maintenance     available to vendors at pick
                                                        and refurbishment          up times and returned to
                                                        program for furniture      needed locations in the
                                                        when funds are available
                                                                                   Libraries within 24 hours of
                                                                                   return




                                                                                          Page 6 of 27
                                       Facilities Management Quality Standards Matrix 10-11 for First Team Report

                                              Library-
 Key                                            wide
Result                  Library               Quality            Partner's
 Area             Critical Processes         Standards Performance Measures                Partner's Quality Standards        Partners   Status   Comments
                                                       PM #4: Provide furniture           QS1: Accommodate                               Met
                                                       for staff office use when          staff requests within 24 hours of
                                                       available. Locate                  the time negotiated with the
                                                       furniture and provide              customer
                                                       setup in office
         P 10.6     Refurbishing/Renovatio
                    n of Library Buildings
                                                           PM #1: Plans, initiates        QS1: Attend 95% of all                         Met
                                                           and                            scheduled renovation related
                                                           coordinates building           meetings with Facilities Design
                                                           renovations                    & Construction, Architects,
                                                                                          Contractors, Facilities
                                                                                          Maintenance Renovation
                                                                                          Services and affected Library
                                                                                          Teams

                                                                                          QS2: 90% of established goals                  Met
                                                                                          and milestones for FM required
                                                                                          activities are met or adjusted
                                                                                          prior to the due dates

                                                                                          QS3: 80% of involved and                       Met
                                                                                          affected Library staff satisfied
                                                                                          with involvement in the
                                                                                          planning and scheduling
                                                                                          process for non-Space
                                                                                          requirements
                                             QS:                                          QS4: Reduce the gap on                         Met
                                             Reduce                                       LibQual dimension "Library as a
                                             superiority                                  place" by 5% from the 2005-
                                             gap from -                                   2007 average
                                             .93
                                             (average
                                             2005-2007)
                                             to -.75 by
                                             2012 on
                                             LibQual
                                             deminison
                                             "Library as
                                             Place"


                                                           PM #2: Coordiantes             90% of established planning                    Met
                                                           implementation of Space        and project implemetation goals
                                                           plan requirements              and milestones are met or
                                                           relating to facility access,   adjusted prior to the due dates
                                                           staff and furniture moves,
                                                           surplus property, and
                                                           outside agency contacts




                                                                                                  Page 7 of 27
                                     Facilities Management Quality Standards Matrix 10-11 for First Team Report

                                               Library-
 Key                                             wide
Result                 Library                 Quality        Partner's
 Area            Critical Processes           Standards Performance Measures           Partner's Quality Standards       Partners    Status   Comments
         P10.7     Space Planning
                   Primary Responsibility                   PM #1: Active             QS1: Attend 95% of all         Dean, Cabinet
                   is with Partners Team                    involvement in            scheduled meetings with        & Affected
                   Leader--FM Work Team                     implementing Space        Facilities Design &            Library Teams
                   Leader will provide full                 Team Master Plan          Construction, Campus and
                   backup                                   options and planning      Facility Planning, Architects,
                                                            activities and            Contractors, Library
                                                            implementation of new     Administration and Teams and
                                                            requirements not          affected staff
                                                            included in the current
                                                            Master Plan


                                                                                      QS2: 80% of affected Library    All Affected   Met
                                                                                      staff satisfied with their      Staff
                                                                                      involvement in the planning and
                                                                                      implementation process

                                              Insure                                  QS3: Insure Space planning                     Met
                                              Space                                   process for the Library uses
                                              planning                                customer metrics in developing
                                              process for                             options and goals
                                              the Library
                                              uses
                                              customer
                                              metrics in
                                              developing
                                              options and
                                              goals


                                              QS:                                     QS4: Reduce the gap on                         Met
                                              Reduce                                  LibQual dimension "Library as a
                                              superiority                             place" by 5% from the 2005-
                                              gap from -                              2007 average
                                              .93
                                              (average
                                              2005-2007)
                                              to -.75 by
                                              2012 on
                                              LibQual
                                              deminison
                                              "Library as
                                              Place"


                                                                                      QS5: 90% of established goals All Teams        Met
                                                                                      and milestones for FM required
                                                                                      activities are met or adjusted
                                                                                      prior to the due dates




                                                                                             Page 8 of 27
                                    Facilities Management Quality Standards Matrix 10-11 for First Team Report

                                             Library-
 Key                                           wide
Result               Library                 Quality            Partner's
 Area          Critical Processes           Standards Performance Measures          Partner's Quality Standards     Partners   Status   Comments
                                                      PM #2: Manages the           QS1: 90% of all data           Requestors   Met
                                                      Space planning database      requests satisfied by the time
                                                      for all Library facilities   negotiated with the requestor

         P13     Delivering Mail and
                 Materials
                 Receiving/Sorting/Delive              PM #1: Customers           QS1: 98% mail and                            Met
                 ring/                                 receive                    materials received by 9:00 am
                 Packaging/Dispatching                 mail and library materials will be delivered by 1:00 pm
                 Mail and Materials                    (books, periodicals,
                                                       newspapers, maps, and
                                                       microfilms) in a timely
                                                       manner

                                                                                   QS2: 90% of receipts                        Met
                                                                                   after 9:30 will be delivered the
                                                                                   same day
                                                       PM #2: Library mail and     QS1: Less than 2% of mail and               Met
                                                       materials                   materials returned to shipping
                                                       accurately sorted and       due to improper sort or delivery
                                                       delivered to proper
                                                       locations
                                                       PM #3: Customer’s mail      QS1: Out-going mail received                Met
                                                       is picked                   by 2:00 will be delivered to the
                                                       up in a timely manner       post office the same day 98%
                                                                                   of the time

                                                                               QS2: 97% of the time mail will                  Met
                                                                               be picked up at mail drops at
                                                                               scheduled times
                                                       PM #4: Provide mail and QS1: Mail report provided by                    Met
                                                       cost data report to     the 10th working day of the
                                                       customers on a monthly following month
                                                       basis, with emphasis
                                                       minimizing cost

                                                                                   QS2: Mail quarterly cost                    Met
                                                                                   invoices for Friends and CCP
                                                                                   no later than 10 days after the
                                                                                   close of the quarter




                                                                                           Page 9 of 27
                            Grants Coordination Quality Standards Matrix 10-11 for First Team Report
                                                            Library-
        Key                                                   wide
      Result                      Library                   Quality             LSST
       Area                 Critical Processes             Standards    Performance Measures           LSST Quality Standards      Partners       1st Status Report
Information     P16                   Managing External
Resources and                         Activities
Services
                P16.5 Managing                                         PM 1: Complete a session QS1: Five staff members                       Not met; rethinking this PM
                Grant Process                                          with staff members.      attended                                      and may bring in an outside
                P16.5.1: Develop                                                                                                              consultant
                one-hour session for
                staff members to
                share information
                about grantsmanship

                                                                       PM 2: Request feedback          QS1: 50% of attendees                  Not met; session has not
                                                                       on presented information        find the information                   occurred
                                                                       and session quality.            helpful and actionable
Operational     P16                    Managing External
Effectiveness                          Activities
                P16.5 Managing                                         PM 1: Upload three              QS1: Upload three                      Not met; may change the
                Grant Process                                          sample grant applications       sample grant applications              channel of distribution of
                P16.5.2: Create                                        to intranet site.                                                      this content from the
                sample grant                                                                                                                  intranet to paper document
                application
                documents specific
                to the UA Libraries
                for reference
                                                                       PM 2: Develop template          QS1: Complete and e-                   Not met; after reviewing
                                                                       for generic grant               mail announcement to all               feedback from staff
                                                                       application – parts of the      staff                                  members this content may
                                                                       application that are                                                   not be helpful as something
                                                                       standard for most grants.                                              else
                                                                       PM 3: Develop text for          QS1: Complete and e-                   20% met; Introduction part
                                                                       parts of the application that   mail to all staff                      is finished
                                                                       are standard for most
                                                                       grants.




                                                                         Page 10 of 27
                     Grants Coordination Quality Standards Matrix 10-11 for First Team Report
                                           Library-
 Key                                         wide
Result                     Library         Quality                LSST
 Area                Critical Processes   Standards    Performance Measures        LSST Quality Standards       Partners       1st Status Report
         P16.5 Managing                               PM 1: Enhance                QS1: Attend two                         100% met (AzLA session
         Grant Process                                professional knowledge       workshops to enhance                    and professional
         P16.5.3:                                     and skills by attending      professional knowledge                  development session on
         Professional                                 seminars/                    and skills                              process mapping)
         development                                  workshops.

                                                      PM 2: Collect, review, and   QS1: Distribute two                     Exceeded; most months
                                                      distribute if appropriate    academic library specific               three or four are distributed
                                                      published literature about   grant alerts per month via
                                                      grantsmanship.               e-mail

                                                                                QS2: Distribute                            50% met; on track for the
                                                                                information about two                      year
                                                                                educational sessions in
                                                                                grantsmanship to library
                                                                                staff members per year
         P16.5 Managing                               PM 1: Research and report QS1: Distribute and                        50% met; on track
         Grant Process                                on academic library grant provide brief analysis of
         P16.5.4: The                                 award trends.             academic library grant
         Libraries seek and                                                     award trends (two per
         gain grant funding                                                     year)
         for digital library
         research and cutting
         edge activities

                                                      PM 2: Create a monthly       QS1: Distribute monthly                 A more practical reporting
                                                      report of academic library                                           time would be quarterly
                                                      grant awards.
         P16.5 Managing                               PM 1: Meet with              QS1: Organize one                       Not met; rethinking this PM
         Grant Process                                development staff            meeting with                            and need to discuss with
         P16.5.5: Decrease                            members to align external    development officer and                 other stakeholders about
         percentages of                               funding goals to             discuss next steps                      strategy
         Libraries’                                   fundraising goals.
         expenditures coming
         from state funds
         (Goal 1.E. from
         Admin Team
         Strategic
         Framework)




                                                        Page 11 of 27
           Grants Coordination Quality Standards Matrix 10-11 for First Team Report



Comments




                                          Page 12 of 27
           Grants Coordination Quality Standards Matrix 10-11 for First Team Report



Comments




                                          Page 13 of 27
                                                     Marketing PR Quality Standards Matrix 10-11 for First Team Report

                                                                      Library-
     Key                                                                wide
    Result                            Library                         Quality
     Area                       Critical Processes                   Standards           Performance Measures                                Quality Standards                        Partners             1st Status Report


Information
Resources
and Services    P16                                     Managing External Activities
                P16.7 Marketing and Promoting P16.7.1:                        PM 1: Incorporate student input and             QS1: 100% of library surveys are reviewed                             Met
                Implement a student-focused marketing                         feedback into the plan.                         during research and development stage.
                plan to highlight all library resources
                (including fee-funded resources)

                                                                                                                              QS 2: Plan is previewed with ASUA and GPSC                            In spring semester
                                                                                                                              student library councils.
                                                                                 PM 2: Identify library teams that will       QS1: Stakeholder feedback will be solicited         Stakeholders vary In progress.
                                                                                 share responsibility in delivering the       based on strategy.                                  depending on
                                                                                 plan. Incorporate their feedback into the                                                        strategy.
                                                                                 plan.
                                                                                 PM 3: Showcase the plan internally to     QS 1: All primary stakeholders are aware of the        WSG, AIST, IST,   In progress - additional
                                                                                 library staff prior to launch.            plan.                                                  RSS ConDev        contacts to be made in
                                                                                                                                                                                  (primary)         Dec/Jan.
                                                                                 PM 4: Create a collateral toolkit of items   QS1: Staff will have giveaway items to share with                     Planned for March 2011
                                                                                 (e.g. talking points, bookmarks, etc) for    on-site library users.                                                (TFOB)
                                                                                 teams to use in conveying the marketing
                                                                                 message.
                P16.7 Marketing and Promoting P16.7.5:                           PM 1: Write acqusition announcement          QS1: 100% of acquisition announcements are                            Met
                Maximize opportunities to highlight the                          (news release), secure placement for         researched, written, and vetted with primary
                Libraries’ unique collections                                    Special Collections acquisition              contact prior to finalizing.
                                                                                 announcements.

                                                                                                                              QS 2: 100% of announcements are distributed to                        Met
                                                                                                                              library media, campus media, and general media
                                                                                                                              (where appropriate)
                                                                                 PM 2: Research and write news                QS1: 100% of releases announcing new digital                          NA.
                                                                                 releases about new digital exhibits.         exhibits are researched, written and vetted with
                                                                                                                              primary contact prior to finalizing.
                                                                                                                              QS 2: 100% of digital exhibit releases are                            NA.
                                                                                                                              distributed to library media, campus media, and
                                                                                                                              general media (where appropriate)
                                                                                 PM 3: Promote J.A. Jance Women of            QS1: Negotiate event as headliner with TFOB                           Met.
                                                                                 Mystery lecture at the Tucson Festival       planning committee.
                                                                                 of Books.
                                                                                                                              QS2: Number of attendees
                                                                                 PM 4: Increase awareness about               QS1: 90% of all Special Collections related news                      Exceeded. 100% of SC
                                                                                 availability/use of unique collections on    releases are picked up by at least one                                related releases have been
                                                                                 campus and in the local community.           established media source.                                             picked up so far in FY11




Operational
Effectiveness   P16                                       Managing External Activities




                                                                                                     Page 14 of 27
                                                Marketing PR Quality Standards Matrix 10-11 for First Team Report

                                                          Library-
 Key                                                        wide
Result                           Library                  Quality
 Area                     Critical Processes             Standards            Performance Measures                         Quality Standards                            Partners        1st Status Report
         P16.7 Marketing and Promoting P16.7.2:                      PM 1: NEW Publish monthly e-             QS1: 100% of monthly eNewsletters will be sent                       Met. 1st eNewsletter in
         Manage the Libraries’ publication program                   newsletter. Send to all FOL members      on-time.                                                             September 2010. Stats
                                                                     and community supporters that are not-                                                                        available here.
                                                                     FOL members (develop content, edit,
                                                                     lay out, design and manage e-mail list).



                                                                     PM 2: NEW Increase the number of e-      QS1: 100% of service desks can refer users on                        On track for spring
                                                                     mail addresses on the e-mail list.       how to sign up.                                                      semester.
                                                                                                              QS2: Online signup button avialble on library
                                                                                                              news & event listings.                                               In progress.
                                                                     PM 3: Publish Friends Trends twice per QS1: 100% of Friends Trends are mailed on                              Met.
                                                                     year (develop content, request authors, time.
                                                                     edit copy, lay out, design and print set
                                                                     up).
                                                                     PM 4: Respond to requests for digital    QS1: Digital slides are designed and loaded per                      Met.
                                                                     slides. Develop concept and design all communication plan or e-mail request.
                                                                     digital slides.
         P16.7 Marketing and Promoting P16.7.3:                      PM 1: Consult with exhibit curator.      QS1: 95% of design concepts for Spec Coll                            Met.
         Create a standard graphic identity for all                  Develop design concepts.                 exhibits & events are developed using Special
         Special Collections exhibits and public                                                              Collections material.
         programming
                                                                     PM 2: Design graphic identity to be          QS1: 100% of exhibit & events related material                   Met.
                                                                     used on invitations (print and electronic    carries consistent graphic identity.
                                                                     versions), exhibit posters, digital slides
                                                                     and calendar images.
                                                                     PM 3: NEW Assume responsibility for          QS1: 100% of agreed upon event programs are                      Met.
                                                                     design of print programs used for            delivered to SC on time.
                                                                     Special Collections public programs.

         P16.7 Marketing and Promoting P16.7.4:                      PM 1: Consult with exhibit coordinator       QS1: 100% of consultations occur in person.                      Met.
         Create targeted communication plan for                      and exhibit curator. Develop                 Agreed upon level of support is negotiated based
         Special Collections exhibits and public                     communication action plan with tactics,      on work priorities, time, and available resources .
         programs                                                    due dates and owners.

                                                                     PM 2: Research and write news          QS1: 100% of exhibit & event related news                              Met
                                                                     releases.                              releases are researched, written and vetted with
                                                                                                            primary contact prior to finalizing.
                                                                     PM 3: Conduct audience research to     QS1: 100% of contact lists aid in targeted news                        Met
                                                                     develop distribution/contact list.     release distribution.
                                                                     PM 4: Negotiate any changes in the     QS1: Requestor and MPR are aware of changes                            Ongoing. Last-minute
                                                                     communication plan with the requestor. as soon as possible.                                                   changes or info received
                                                                                                                                                                                   past the agreed upon
                                                                                                                                                                                   deadline can cause delays
                                                                                                                                                                                   in output (e.g. mailings,
                                                                                                                                                                                   posters, etc).
                                                                     PM 5: Implement and track success of         QS1: MPR tracks media mentions. Spec Coll                        Ongoing.
                                                                     the plan.                                    tracks attendance at Spec Coll events.




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                                              Marketing PR Quality Standards Matrix 10-11 for First Team Report

                                                        Library-
 Key                                                      wide
Result                         Library                  Quality
 Area                    Critical Processes            Standards           Performance Measures                          Quality Standards                    Partners              1st Status Report
                                                                   PM 1: Act as consultant to review       QS1: 100% of documents submitted for review
         P16.7 Marketing and Promoting P16.7.6:                    Library teams’ print publications for   are reviewed within 2 business days.
         Ensure a consistent print and graphic                     alignment with UA graphic identity
         identity for the University Libraries                     standards.
                                                                   PM 2: Create editorial style guide in   QS1: The editorial guide will be a draft document                 On track.
                                                                   consultation with library staff.        intended to be used for discussion where
                                                                                                           disagreements occur.
                                                                   PM 3: Submit Libraries’ public programs QS1: 100% of all listings are placed on calendars                 Met.
                                                                   and exhibits to UA and local community per communication plan.
                                                                   calendars.
                                                                   PM 4: Coordinate design and ordering QS1: 100% of library-logoed product is designed, Varies depending    Met.
                                                                   of library logoed items (polo shirts,   approved, and coordinated through MPR.            on requestor.
                                                                   mugs, pens, etc).
                                                                   PM 5: Coordinate design and placement QS1: 100% of paid advertisements are                                Met.
                                                                   of paid advertisements.                 oordinated, designed, and paid from MPR.




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                                                                                                               HROE Quality Standards Matrix 10-11 for First Team Report
                                                                                        HROE          With        Data
                                                                                        Owner         Whom       Gatherin
                                                                                      (Primary,       HROE          g
 LIBRARY CRITICAL PROCESS LIST                 HROE QUALITY STANDARD                   Support)      Partners    Method             PROGRESS REPORT 1 (12//10)             QS MET?   PROGRESS REPORT 2 (3/15/10)   QS MET?   PROGRESS REPORT 3 (6/7/11)   QS MET?
LIBRARY KEY RESULT AREA #4: Operational Effectiveness
P9    MANAGING HUMAN RESOURCES
P9.2        RECRUITING, ALLOCATING AND HIRING (All classifications and volunteers)                                                                                                                                                                                  KEY:
9.2, 1, 1




            PM 1: Outcome: Enhance    QS 1: NEW 100% of Regular, UA Temp and GA MJ, GH, ELB Selection   Tracking             CLASSIFIED: 5 PDs, 3 reviewed, 2 n/a due to   MET                                                                                      Not met yet
            quality of Regular, UA    position descriptions submitted to initiate the       Team Chairs log                  same as previous PD (AIST) = 100% CL. GA's: 9                                                                                          - need to do
            Temp and GA selection     recruitment process will be reviewed and                                               PD's for 8 full searches (1 changed due to                                                                                             something
            processes                 feedback provided to enhance the quality of                                            additional funding source), 6 KR PD's, 3
                                      the PD/posting and selection process.                                                  renewals of previous. APPOINTED: 1. UA PRESS
                                                                                                                             1 PD reviewed.
9.2, 1, 2




                                      QS 2: NEW 100% of Regular, UA Temp and GA MJ, GH, ELB Selection   Tracking             CLASSIFIED: 6 C/Ms, 5 reviewed, 1 n/a due to  MET
                                      criteria matrices submitted as a critical piece in    Team Chairs log                  same as previous PD (AIST) = 100% CL. GA's: 8
                                      the recruitment process will be reviewed and                                           C/Ms reviewed for 8 full searches. (Knowledge
                                      feedback provided to enhance the quality of                                            River selection process not handled by HROE).
                                      the criteria matrix.
9.2, 1, 3




                                      QS 3: REVISED 100% of Classified Staff and GA MJ, GH, ELB Selection   Tracking         CLASSIFIED: 6 audited or MJ on search (2x), 2   MET
                                      searches will be audited by the HROE team and             Team Chairs log              have not progressed to this stage but MJ meets
                                      feedback provided as selection committee                                               with S/C as they make decisions, so 100%. GA's:
                                      completes each step of the selection process.                                          8 audits for 8 full searches (Knowledge River
                                                                                                                             selection process not handled by HROE).
9.2, 2, 4




                                      QS 4: REVISED 100% of Regular recruitments      MJ, GH, ELB UA HR          Audit log   CLASSIFIED and APPOINTED: Zero searches       MET
                                      with UA Goals will strive to reach “applicant                                          with goals.
                                      availability.”
9.2, 2, 1




            PM 2: Outcome: Enhance    QS 1: REVISED 100% of Agency Temp position      MJ, GH, ELB Temp           Tracking    5 TEMP PDs reviewed: 1-CCP, 2 ADM/Spec Coll, MET
            quality of Agency Temp    descriptions submitted to initiate the                      Agencies       log         1-LSST, 1-RSST.
            position selection        recruitment process will be reviewed and
            processes                 feedback provided to enhance the quality of
                                      the PD/posting and selection process.
9.2, 2, 2




                                      QS 2: NEW 100% of Agency Temp searches will MJ, GH, ELB Temp               Tracking    N/A                                           N/A
                                      be reviewed by the HROE team to be sure all             Agencies           log
                                      ‘best practice’ elements are followed.



P9.5        INFORMING, PROVIDING ADVICE AND COORDINATING RESOLUTION AND REFERRAL OF EMPLOYEE WORK-RELATED CONFLICTS/PROBLEMS AND HUMAN RESOURCE/ORGANIZATION
            EFFECTIVENESS POLICY AND PROCESS QUESTIONS
9.5, 1, 1




            PM 1:                    QS 1: All requests for information/assistance    MJ, GH, ELB   Allstaff,   Database Met 97% of time for 141 requests.                 MET
            Timeliness/Responsivenes will be responded to within two business days.                 W/TL, Other
            s to requests for                                                                       Sprvsrs
            information/guidance
9.5, 1, 2




                                     QS 2: If in-depth assistance is required, a plan MJ            Allstaff,   Database Met 96% of time for 94 requests.                  MET
                                     of action will be offered within five business                 W/TL, Other
                                     days.                                                          Sprvsrs
9.5, 1, 3




                                      QS 3: With disciplinary action cases and visa   MJ            UA HR,       Database N/A                                              N/A
                                      requests, in-depth assistance to develop a plan               Other UA
                                      of action or next steps will be offered within                Depts.
                                      five business days.
9.5, 2, 1




            PM 2: Outcome:            QS 1: NEW 99% of customers are satisfied that MJ, GH, ELB     W/TL, Other Annual       No data at this time (need to assess).        Not met
            Customer satisfaction     HROE assistance/advice answered their                         Sprvsrs     survey or                                                  yet.
            with                      questions, provided necessary tools/resources,                            focus
            information/guidance      and was helpful and adequate.                                             group
9.5, 2, 2




                                      QS 2: NEW 99% of customers are satisfied with MJ, ELB         Linked       Annual      No data at this time (need to assess).        Not met
                                      the HROE intranet website re: content and                     Resources    survey or                                                 yet.
                                      ease of use.                                                               focus
                                                                                                                 group




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                                                                                                             HROE Quality Standards Matrix 10-11 for First Team Report
                                                                                           HROE        With       Data
                                                                                           Owner       Whom      Gatherin
                                                                                         (Primary,     HROE         g
 LIBRARY CRITICAL PROCESS LIST                     HROE QUALITY STANDARD                  Support)    Partners   Method             PROGRESS REPORT 1 (12//10)                  QS MET?   PROGRESS REPORT 2 (3/15/10)   QS MET?   PROGRESS REPORT 3 (6/7/11)   QS MET?
9.5, 3, 1




             PM 3: Outcome: Enhance        QS 1: NEW HROE will offer two training       MJ, GH, ELB UA HR,      Tracking     MJ held 1 training session with new CCP director Not met
             resolution and quality of     sessions per year for work/team leaders                  W/TL, Other log          regarding classifications and compensation       yet.
             supervisors’ responses to     and/or supervisors regarding human resources             Sprvsrs                  (10/10).
             personnel issues              related issues/topics.




P9.3         TRAINING FOR TEAM SYSTEMS (PEMS, COMPENSATION AND OR REWARD SYSTEMS, TEAM DEVELOPMENT, AND INTERPERSONAL SKILLS)
9.3, 1, 1




             PM 1: Timeliness of NEO       QS 1: NEW HROE will offer New Employee        MJ, GH, ELB W/TL, Other Tracking    Not yet - need to review/update tutorials first.   Not met
             Foundations Sessions          Orientation (NEO) Foundation sessions 2 times             Sprvsrs     log                                                            yet.
                                           per year.
9.3, 1, 2




             PM 2: Outcome: Enhance        QS 1: NEW New employee foundations            MJ, GH, ELB W/TL, Other Tracking    Not yet.                                           Not met
             quality of new employees’     session material will be reviewed and updated             Sprvsrs     log                                                            yet.
             understanding of and          as needed to provide accurate, quality, and
             integration to UA Libraries   helpful orientation to the UAL/CCP
                                           organization and its most significant systems
                                           and practices.



P9.10        MEASURING/EVALUATING HROE PRODUCTS, SERVICES AND PROCESSES
9.10, 1, 1




             PM 1: Measure/Evaluate QS 1: REVISED HROE products, services and           MJ, GH, ELB Any one      Annual      Not assessed yet.                                  Not met
             HROE Products, Services processes will be evaluated for customer                       who used     survey or                                                      yet.
             and Processes           satisfaction, effectiveness and                                our services focus
                                     needs/prioritization every two years.                                       group
9.10, 2, 1




             PM 2: Improve HROE            QS 1: REVISED HROE assessments will          MJ, GH, ELB Any one      Annual      Not assessed yet.                                  Not met
             Products, Services and        determine whether HROE products, services                who used     survey or                                                      yet.
             Processes                     and/or processes need to be improved and                 our services focus
                                           whether process improvements are                                      group
                                           satisfactory.




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