LSST_QS_Matrices_for_March2010

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					                                                  ABaC$ Quality Standards Matrix (quality standards in red signify that they are new or revised)
  Key Result                 Library             Library-wide                     LSST/ABaC$                       Measureme
     Area              Critical Processes      Quality Standards                Quality Standards                  nt Method       Stakeholders     Status   Comments
Operational   P9          Managing Human Resources
Effectiveness

             P9.2        Recruiting, Allocating                    100% of completed student hiring paperwork                  Library hiring       Met
                         and Hiring                                will be submitted accurately to Systems                     supervisors and
                                                                   Control within one business day of                          student employees
                                                                   appointment with student.

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

                                                                   100% of student supervisors notified of                     Library hiring       Met
                                                                   student start date within one business day of               supervisors and
                                                                   identifying student is active in Kronos.                    student employees

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 close
                         Reimbursements                            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 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.

             P11.3.2     Placing Orders. Travel                    100% of approved travel funds are                           LFA, SGA, Cabinet,   Met
                         and Training Fund                         encumbered into ATLAS                                       Travelers and Dean

             P11.3.2                                               100% pending travel and training fund                       LFA, SGA, Cabinet,   Met
             Cont'd                                                expenditures are entered into ATLAS,                        Travelers and Dean
                                                                   based on approved allocation by Friday of
                                                                   each week.
                                ABaC$ Quality Standards Matrix (quality standards in red signify that they are new or revised)
                                                           100% of Travel Expense forms are              Travelers            Met
                                                           completed accurately and submitted to UA
                                                           travel within 2 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            contain accurate data (see P11.8 below) and
                                    distributed in         are completely reconciled to all source
                                    financial and budget   documents, FRS reports and ATLAS records
                                    reports is accurate.   by Monday after reconciling week.

                                                           100% of all Team Administrative Assistants    Library Teams        One on one
                                                           will know how to access and be                                     training has
                                                           knowledgeable of the Library and CCP                               been
                                                           Business Practices manual by providing one                         completed
                                                           training sessions per fiscal year.                                 as needed.

                                                           100% of the Library and CCP Business          Library Teams        Will
                                                           Practices manual will be updated once a                            review/revis
                                                           year possibly October.                                             e in April
                                                                                                                              2010
P11.6     Maintaining Vendor                               100% of vendor inquires will be responded     IRMMT, RSST, Steve   Met
          Relations                                        to with in 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.
                              ABaC$ Quality Standards Matrix (quality standards in red signify that they are new or revised)
                                               100% of statements will be researched twice     IRMMT, RSST, P-card,   Met
                                               a month for invoice resolution.                 and TST.
                                               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 U of A Purchasing Department
                                               deadlines.
                                               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 all P-Card Transactions that have       IRMMT, RSST, Steve     Met
                                               cleared FRS will be entered in Millennium       Bosch, and TST.
                                               within 5 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      Met
         Distributing Paychecks                on a weekly basis. On non-payweek e-slips       student employees
                                               received will be entered by Thursday.

                                               100% of student edits are entered into          Library Supervisors           This is now the responsibility of Team
                                               Kronos by Friday of non-pay week and into                                     Managers and Approvers.
                                               PSOS by noon, Monday of pay week.

                                               100% of all missed punches will be entered      Library staff employees Met
                                               within one business day of the E-Slip receipt
                                               by ABaC$.
P11.7                                          100% of paychecks will be sorted correctly      Library staff and      Met
Cont'd                                         and will be available for pickup by 9AM at      student employees
                                               Main on pay day. After distribution time,
                                               paychecks not picked-up will be mailed to
                                               the employee's address on file.
                                 ABaC$ Quality Standards Matrix (quality standards in red signify that they are new or revised)
                                                  100% of newly hired students will be issued     Library staff and   Met
                                                  a paycheck in the first payroll cycle as long   student employees
                                                  as Systems Control processes all relevant
                                                  documents.
                                                  Results of audit will ensure 100% of staff      Library staff and   Met
                                                  and students receive an accurate paycheck       student employees

                                                  100% of Payroll will be reconciled to the UA    Library staff and   Met
                                                  PEL reports and downloaded into ATLAS by        student 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    Record Management                       100% of all IA Invoices paid in Millennium      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.
                                                            FM Quality Standards Matrix
     Key
    Result                   Library               Library-wide                 LSST/FM's
     Area              Critical Processes        Quality Standards        Performance Measures             LSST/FM's Quality Standards               Partners
Operational   P2         Acquiring
Effectiveness

             P2.5       Receiving Shelf-ready                        Blackwell’s and Roswell's book       QS1: 98% of the time              TST
                        Acquisitions                                 deliveries will be promptly received Blackwell’s books will be
                                                                     and disbursed to the proper          processed within two working days
                                                                     locations

                                                                                                         QS2: 98% of the time Roswell          TST
                                                                                                         shipments will be delivered to MAT
                                                                                                         within four work hours
                                                                                                         QS3: 98% of the time OCLC shipments TST
                                                                                                         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 database to insure QS1: 98% of the time                  Amer-X
                        and Key Pad Systems                          staff and customers can use        respond to access
                                                                     CatCards to gain entry             requests within three
                                                                                                        work hours
                                                                                                        QS2: Make changes to keypad           AIST for
                                                                                                        numbers within 24 work hours of       graduate carrels
                                                                                                        any request for carrel and 8 hours
                                                                                                        for staff locations
                                                                                                        QS3: Provide advisories               Service Desk
                                                                                                        concerning security incidents and     Staff and UAPD
                                                                                                        overall status of security programs

             P10.3      Planning and Preparing
                        for Emergencies and
                        Disasters

             P10.3.1    Library Emergency                            Communicate security, safety and QS1: Provide procedure and policy UAPD and Risk
                        Procedures                                   emergency and evacuation policies changes to the staff within 24 hours Management
                                                                     to the Library Staff              by email and update written
                                                                                                       documents within 5 days
                                                FM Quality Standards Matrix
P10.3.1                                                                                     QS2: Provide emergency
Cont'd                                                                                      procedure fact sheets to new staff
                                                                                            members attending the 6-week
                                                                                            LSST orientation
P 10.3.2 Disaster Response Plan                        Maintain Library Disaster Plan to    QS1: Updated information            University Risk
                                                       insure updates are included when     included in the plan within 15 work Management
                                                       required                             days when changes are needed

P 10.4    Facilitate Response to                       Maintain emergency and disaster      QS: Updates to response phone
          Emergencies and                              response/recovery phone lists for    lists are made within 15 days when
          Disasters and                                involved staff                       changes are required
          Coordinate Disaster
          Recovery
                                                       Maintain necessary disaster          QS: Supplies and source list are
                                                       response supplies and/or a listing   available when needed
                                                       of local sources
P 10.5    Maintain Buildings and
          Furnishings
                                                       PM #1: Timely processing and         QS1: Non-billable requirements
                                                       follow-up on facility maintenance    reported to University FM within 2
                                                       requests and work orders             work hours of notification for
                                                                                            maintenance needs

                                                                                            QS3: Less than three                  University FM
                                                                                            (3) second customer calls per
                                                                                            month about specific work orders

                                   QS: Reduce           PM#2: Customers satisfied with      QS1: Reduce the gap on LibQual
                                   superiority gap from furnishings and facilities          dimension "Library as a place" by
                                   -.93 (average 2005-                                      5% from the 2005-2007 average
                                   2007) to -.75 by
                                   2012 on LibQual
                                   dimension "Library
                                   as Place"

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

                                                       PM #4: Provide furniture for staff   QS1: Accommodate
                                                       office use when available. Locate    staff requests within 24 hours of
                                                       furniture and provide setup in       the time negotiated with the
                                                       office.                              customer
                                              FM Quality Standards Matrix
P 10.6   Refurbishing/
         Renovation of Library
         Buildings
                                                        PM #1: Plans, initiates and          QS1: Attend 95% of all scheduled
                                                        coordinates building renovations.    renovation related meetings with
                                                                                             Facilities Design & Construction,
                                                                                             Architects, Contractors, Facilities
                                                                                             Maintenance Renovation Services
                                                                                             and affected Library Teams



                                                                                             QS2: 90% of established goals and
                                                                                             milestones for FM required
                                                                                             activities are met or adjusted prior
                                                                                             to the due dates
                                                                                             QS3: 80% of involved and affected
                                                                                             Library staff satisfied with
                                                                                             involvement in the planning and
                                                                                             scheduling process for non-Space
                                                                                             requirements

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

                                                        PM #2: Coordinates                   90% of established planning and
                                                        implementation of Space Plan         project implementation goals and
                                                        requirements relating to facility    milestones are met or adjusted
                                                        access, staff and furniture moves,   prior to the due dates
                                                        surplus property, and outside
                                                        agency contacts.
                                                  FM Quality Standards Matrix
P10.7    Space Planning
         Primary Responsibility                            PM #1: Active involvement in           QS1: Attend 95% of all scheduled Dean, Cabinet &
         is with Partners Team                             implementing Space Team Master         meetings with Facilities Design &  Affected Library
         Leader--FM Work Team                              Plan options and planning activities   Construction, Campus and Facility Teams
         Leader will provide full                          and implementation of new              Planning, Architects, Contractors,
         backup                                            requirements not included in the       Library Administration and Teams
                                                           current Master Plan.                   and affected staff



                                                                                                  QS2: 80% of affected Library staff    All Affected Staff
                                                                                                  satisfied with their involvement in
                                                                                                  the planning and implementation
                                                                                                  process
P10.7                               Insure Space                                                  QS3: Insure Space planning
Cont'd                              planning process for                                          process for the Library uses
                                    the Library uses                                              customer metrics in developing
                                    customer metrics in                                           options and goals
                                    developing options
                                    and goals

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

                                                                                                  QS5: 90% of established goals and All Teams
                                                                                                  milestones for FM required
                                                                                                  activities are met or adjusted prior
                                                                                                  to the due dates
                                                           PM #2: Manages the Space               QS1: 90% of all data                 Requestors
                                                           planning database for all Library      requests satisfied by the time
                                                           facilities                             negotiated with the requestor
P13      Delivering Mail and
         Materials
         Receiving/Sorting/                                PM #1: Customers receive mail       QS1: 98% mail and
         Delivering/Packaging/                             and library materials (books,       materials received by 9:00 am will
         Dispatching Mail and                              periodicals, newspapers, maps,      be delivered by 1:00 pm
         Materials                                         and microfilms) in a timely manner.

                                                                                                  QS2: 90% of receipts
                                                                                                  after 9:30 will be delivered the
                                                                                                  same day
         FM Quality Standards Matrix
P13          PM #2: Library mail and materials    QS1: Less than 2% of mail and
             accurately sorted and delivered to   materials returned to shipping due
             proper locations.                    to improper sort or delivery

             PM #3: Customer’s mail is picked   QS1: Out-going mail received by
             up in a timely manner.             2:00 will be delivered to the post
                                                office the same day 98% of the
                                                time
                                                QS2: 97% of the time mail will be
                                                picked up at mail drops at
                                                scheduled times
             PM #4: Provide mail and cost data QS1: Mail report provided by the
             report to customers on a monthly 10th working day of the following
             basis, with emphasis on minimizing month
             cost.
P13                                             QS2: Mail quarterly cost invoices
Cont'd                                          for Friends and CCP no later than
                                                10 days after the close of the
                                                quarter
               FM Quality Standards Matrix


      Status




Met




Met


Met




Met




Met




Met




Met
      FM Quality Standards Matrix
Met




Met




Met




Met




Met




Met




Met




Met




Met
      FM Quality Standards Matrix


Met




Met




Met




Met




Met
      FM Quality Standards Matrix
Met




Met




Met




Met




Met




Met




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Met
      FM Quality Standards Matrix
Met




Met




Met


Met




Met
           FM Quality Standards Matrix


Comments
FM Quality Standards Matrix
FM Quality Standards Matrix
FM Quality Standards Matrix
FM Quality Standards Matrix
                                                                 Grants QS 09-10


                                                              Library-
        Key                                                     wide           LSST
       Result                      Library                    Quality      Performance                                    Partner
        Area                 Critical Processes              Standards      Measures       LSST Quality Standards            s                    Status
Information        P16                   Managing External
Resources and                            Activities
Services
(also KRA 4: OE)   P16.5 Managing Grant                                  Coordinate       QS1: Coordinate the process               Progress: I set up meetings and
                   Process                                               Grants Process   for planning, generating,                 coordinated tasks for IMLS
                                                                                          collaborating, and submitting             Leadership Grant proposal
                                                                                          all grant proposals with                  submission, “Assessing the Need”:
                                                                                          library staff and                         Developing a Diagnostic and
                                                                                          campus/external partners (if              Formative Assessment Instrument
                                                                                          applicable)                               to Support Information and ICT
                                                                                                                                    Literacy Education

                                                                                          QS2: Edit 100% of grant                   Progress: I edited the IMLS
                                                                                          proposals prior to submittal              Leadership Grant proposal,
                                                                                                                                    “Assessing the Need”: Developing a
                                                                                                                                    Diagnostic and Formative
                                                                                                                                    Assessment Instrument to Support
                                                                                                                                    Information and ICT Literacy
                                                                                                                                    Education and the proposal for the
                                                                                                                                    Parents and Family Association
                                                                                                                                    titled, “Enhanced Customizable
                                                                                                                                    Student Study Space.”



                                                                                          QS3: 100% of grant                        The IMLS Leadership Grant
                                                                                          proposals are submitted on                proposal, “Assessing the Need”:
                                                                                          time                                      Developing a Diagnostic and
                                                                                                                                    Formative Assessment Instrument
                                                                                                                                    to Support Information and ICT
                                                                                                                                    Literacy Education was submitted
                                                                                                                                    by the deadline of February 1, 2010.
                                                           Grants QS 09-10

Operational     P16                    Managing External
Effectiveness                          Activities

                P16.5 Managing Grant                          Internal         QS1: Maintain calendar of        Intranet calendar is up to date and I
                Process                                       Communication    grant opportunities on           created a new intranet page listing
                                                                               intranet; update no later than   online resources for external
                                                                               5 days after close of each       funding research.
                                                                               month
                                                                               QS2: In FY10, offer 3 open       Progress: Didn’t do this.
                                                                               sessions about grant
                                                                               opportunities to increase
                                                                               awareness for grant funding
                                                                               among library personnel

                                                                               QS3: Prepare and distribute      I’ve sent out nine grant alerts since
                                                                               monthly grant funding alerts     January 1, 2010.
                                                                               and activities

                P16.5 Managing Grant                          Campus and       QS1: Engage in networking        I attended one Grant, Information,
                Process                                       External         opportunities once per month     Facilitation and Training (GIFT)
                                                              Collaborations   to identify potential campus     Center lunch presentation to learn
                                                                               and external grant               more about the grants process and
                                                                               collaborators                    hear about the experience of
                                                                                                                colleagues on campus. I met with
                                                                                                                three other grant coordinators on
                                                                                                                campus during a semi-organized
                                                                                                                grant coordinator lunch that plans to
                                                                                                                meet monthly to share ideas and
                                                                                                                invite speakers. I attended a
                                                                                                                workshop titled, Federal Grants 101
                                                                                                                where I learned about the review
                                                                                                                process for federal grants.
           Grants QS 09-10




Comments
Grants QS 09-10
                                                                           MarCom QS 09-10

                                                        Library-
      Key                                                 wide
     Result                        Library              Quality                 LSST                                                                      Partner
      Area                   Critical Processes        Standards        Performance Measures                      LSST Quality Standards                     s
Information        P16                    Managing
Resources and                             External
Services                                  Activities
                   P16.7 Marketing and                             100% implementation of Student       QS1: 20% of total student population has
                   Promoting                                       Library Fee Marketing                opted-in to receive e-newsletter June 2010.
                                                                   Communication Plan by May 14,
                                                                   2010
(also KRA 4: OE)                                                   Graphics and publicity support for   QS1: Level of support is negotiated based on
                                                                   Special Collections, standing        work priorities, time, and available resources
                                                                   activities, and library events and   and occurs in-person with MarCom and
                                                                   exhibits                             requesting team 100% of time

                                                                                                        QS2: Agreed-upon MarCom support is met
                                                                                                        100% of time (e.g. graphics output, news
                                                                                                        release, publicity, etc) with the understanding
                                                                                                        that unplanned, critical work may impact
                                                                                                        deadline




(also KRA 4: OE) P16.7 Marketing and                               Advancing macro-level                QS1: By October 30, develop 3-5 macro-
                 Promoting                                         communication objectives             level messages that support and build on the
                                                                                                        Strategic Initiatives

                                                                                                        QS2: By June 30, 2010 write (where
                                                                                                        applicable), edit, and distribute 12 news
                                                                                                        releases


                                                                                                        QS3: By June 30, 2010 secure 10 stories in
                                                                                                        campus news outlets (UA News, Lo Que
                                                                                                        Pasa)

                                                                                                        QS4: By June 30, 2010 secure 2 stories in
                                                                                                        trade publications


                                                                                                        QS5: By June 30, 2010 secure 3 stories in
                                                                                                        key campus publications (non-UA News, e.g.
                                                                                                        Alumnus, Advancing Arizona, etc)
                                                             MarCom QS 09-10
Operational       P16                   Managing
Effectiveness                           External
                                        Activities
                  P16.7 Marketing and                Define and map process for          QS1: Work with Cabinet subgroup to achieve
                  Promoting                          marketing and communications in     outcomes of the subgroup’s charge.
                                                     the library.
                                                                                           QS2: 100% of library teams are informed of
                                                                                           work team priorities
(also KRA 1: IR   P16.7 Marketing and                Administration of Libraries portfolio QS1: By June 30, 2010 develop a digital
& S)              Promoting                          of text-based publications,           slide library of 100 unique slides
                                                     advertisements, and digital slides

                                                                                         QS2: Coordinate design and payment of
                                                                                         100% of paid advertisements
                                                                                         QS3: During FY10 coordination production of
                                                                                         2 print versions of Friends Trends newsletter

                                                                                         QS4: By May 2010 conceptualize and
                                                                                         prototype new library publication
                  P16.7 Marketing and                Internal Communication, Tools,      QS1: By October 20, 2009 MarCom work
                  Promoting                          and Guides                          priorities, strategic framework, and current
                                                                                         work queue is posted on work team intranet

                                                                                         QS2: By June 31, 2010 populate work team
                                                                                         intranet with tools and guides for use by
                                                                                         library teams (e.g. digital slide requests, how-
                                                                                         to guides, communication requests, event
                                                                                         plans, approved materials guide, print-on-
                                                                                         demand signs, etc)

                                                                                         QS3: By June 30, 2010 create a
                                                                                         standardized style sheet for use in print and
                                                                                         on public web pages




                  P16.7 Marketing and                Marketing Communication Plan for QS1: 100% completion of already agreed-
                  Promoting                          Development                      upon graphics output for Development

                  P16.7 Marketing and                                                    QS2: By March 2010 complete Development
                  Promoting cont'd                                                       Marketing Communication plan for FY11
                                                                                         implementation
                                              MarCom QS 09-10



            Status                 Comments




Progress: Current plan to be
revised in light of FY11 fee
approval.

Progress: Met




Progress: Met. Delivery of
materials is dependent on
negotiated deadline and library-
wide understanding of
MarCom’s work priorities (other
priority work can interrupt
negotiated deadline.)

Progress: Not met. On hold
until completion of MarCom
Project Team completion.

Progress: On track; 11 formal
releases distributed so far
(does not include smaller
announcements, 3d memos,
etc)
Progress: On track. 10 stories
in UA News; 4 stories/QT items
in Lo Que Pasa.

Progress: On track. Photo
coverage in American
Libraries, November 2009;
EBL in AL Direct.

Progress: On track. 1 story in
Alumnus (August 2009), Donor
profile in Gifted.
                                   MarCom QS 09-10


Ongoing.




Available on intranet.




Met/in progress.

Met


Met

In progress




met




In progress
Progress: On hold. Waiting on
University External Relations
guide (supposed to be
delivered December 09, not yet
available)




Progress: Not met. MarCom
Director needs to learn more
about Development (trends,
audience, goals, etc) at the UA
and in the profession overall. A
research-based marketing plan
will not begin to develop until
after MarCom Project Team
completes work.
                                                                                                                                                                    Data
                                                                                                                                                            With Gatheri
                                                                                                    LIBRARY                                        OWNERS Whom       ng
LIBRARY KEY LIBRARY CRITICAL PROCESS                     LIBRARY KRA-ASSOCIATED                     MEASURE                                        (Major,  HROE Metho COMPETENCIES                                                                   QS
RESULT AREA           LIST                                     STRATEGIES                             /QS         HROE QUALITY STANDARD             Minor) Partners  d   NEEDED                              PROGRESS REPORT 1 (12/9/09)             MET? PROGRESS REPORT 2 (3/17/10)
1) MANAGE MAIN LIBRARY SYSTEM EMPLOYMENT
A) ACQUIRE EMPLOYEES (RECRUITMENT, SELECTION & HIRING)
                1.          Regular Employees: Support the Recruitment and Hiring of Regular Employees to Maintain EOC Compliance in Our Recruitment, Selection
                            and Hiring Process.
                9.2, 1, 1




#4:                         Recruiting,           #4/S1: Identify, maintain, develop, and/or                  QS 1: 95% of regular employee      MJ, GH,      Dean,      Trackin Cross-training for 3 classified job descriptions reviewed; 2 no    Unable   No new CL searches. The 2 AP position
                                                  acquire critical competencies required to be
Operational                 Allocating and                                                                    position descriptions submitted to ELB          W/TL       g log   Glenda (in         data on initial review date, 1 met timeliness   to       descriptions for Director of CCP and Director
                                                  successful in the future. AND, #4/S4: Obtain
Effectiveness               Hiring (all           and allocate resources (money, personnel,
                                                                                                              initiate the recruitment process                                   progress)          (unable to determine accurate %). No            determ   of Special Collections were reviewed and
                            classifications and   attention) to strategic products, services, and             will be initially reviewed and                                                        appointed position descriptions.                ine      feedback provided.
                            volunteers)           processes that will enable us to provide                    feedback given to W/TL within 2
                            PM 1: Timeliness      exceptional customer service.                               business days.
                9.2, 1, 2




                            PM1                                          ↓                                    QS 2: 95% of applications will be     MJ, GH,   W/TL,     Trackin Cross-training for 146 applications pre-screened for 3 classified Yes        No new CL searches. For 2 AP searches:
                                                                                                              pre-screened for minimums within ELB            Selection g log   Glenda (in         searches, all within 1 bus. day = 100%. Note              Application materials received by the first
                                                                                                              1 business day after the closing                Teams             progress)          that #56 were screened out = 38%! No                      review date were ready to be reviewed on
                                                                                                              date of the position or by the first                                                 appointed searches.                                       time.
                                                                                                              review date if position is open until
                                                                                                              filled.
                9.2, 1, 3




                            PM1                                          ↓                                    QS 3: In 99% of classified searches, MJ, GH,    W/TL,     Trackin                     3 audits of 3 classified searches were          Yes      No new CL searches.
                                                                                                              audit of search steps will be        ELB        Selection g log                       completed timely = 100%. No appointed
                                                                                                              completed within 2 business days                Teams                                 searches.
                                                                                                              after receipt of file from selection
                                                                                                              team for each step of the search
                                                                                                              process.
                9.2, 2, 1




                            Recruiting, Allocating and Hiring (all classifications and                        QS 1: 95% of search teams will use MJ           W/TL,     Audit     Competency      3 of 3 searches were based on competency-         Yes      No new CL searches. Two AP searches were
                            volunteers)                                                                       competency based position                       Selection log       description     based models = 100%! No appointed                          not competency-based.
                            PM 2: Outcome: enhance quality of selection process                               descriptions, criteria matrices,                Teams               development for searches.
                                                                                                              interview and reference questions                                   Martina and TLs
                                                                                                              to enhance selection process.
                9.2, 2, 2




                            PM2                                          ↓                                    QS 2: 100% of classified searches MJ            W/TL,     Audit     Cross-training for 3 of 3 searches were audited =100%. No         Yes      No new CL searches.
                                                                                                              will be audited by the HROE team                Selection log       Glenda (in         appointed searches.
                                                                                                              and feedback provided to selection              Teams               progress)
                                                                                                              team when best practices or
                                                                                                              UA/AA policies and procedures for
                                                                                                              recruitment have not been
                                                                                                              followed.
                9.2, 2, 3
                            PM2                                            ↓                          QS 3: 90% of all Library searches    MJ, GH,    Selection Careert                     3 classified searches all included minorities    Yes   No new CL searches. For 2 AP searches: Dir-
                                                                                                      (with or without goals) will include ELB        Teams     rack                        and women applicants = 100%. No                        CCP: Yes minorities and Yes women
                                                                                                      minority and women applicants.                            EEO                         appointed searches.                                    applicants. Dir-Spec. Coll: Unable to
                                                                                                                                                                Summa                                                                              determine minorities and Yes women
                9.2, 2, 4                                                                                                                                       ry                                                                                 applicants.

                            PM2                                            ↓                          QS 4: All library searches with UA MJ, GH,      Selection Prescre                     1 classified search with goals for minorities;   No    No new CL searches. For 2 AP searches:
                                                                                                      goals will strive and reach        ELB          Teams     ening                       did not meet QS (12.8% obtained vs. 19%                neither position has goals.
                                                                                                      "applicant availability" goals.                           process                     available). No appointed searches.



                2.          Graduate Student Employees: Support the recruitment and hiring of graduate student employees to maintain EOC compliance in our
                            recruitment, selection and hiring process. and/or
                9.2, 3, 1




#4:                         Recruiting,         #4/S1: Identify, maintain, develop,                   QS 1: 95% of grad student             MJ, GH,   W/TL       Trackin Cross-training for There have been no new position              N/A       For 5 GA searches - only 2 had new position
                                                acquire critical competencies required to be
Operational                 Allocating and                                                            employee position descriptions        ELB                  g log   Glenda (in         descriptions or searches for GA's. There are           descriptions. 1 met the timeline, 1 did not (3
                                                successful in the future. AND, #4/S4: Obtain
Effectiveness               Hiring (all         and allocate resources (money, personnel,
                                                                                                      submitted to initiate the                                          progress)          19 spring hires and 1 continuing GA = 20 (so           bd).
                            classifications and attention) to strategic products, services, and       recruitment process will be initially                                                 far).
                            volunteers)         processes that will enable us to provide              reviewed and feedback given to
                            PM 3: Timeliness exceptional customer service.                            W/TL within 2 business days.
                9.2, 3, 2




                            PM3                                            ↓                          QS 3: In 99% of grad student        MJ, GH,     Superviso Audit                       No GA searches for this period have been         N/A   Note that audits are performed after each
                                                                                                      employee searches, audit of         ELB         rs        log                         completed.                                             step of the process is turned in to HROE. Of
                                                                                                      search steps will be completed                                                                                                               the 4 GA searches audited, all met the QS for
                                                                                                      within 2 business days after                                                                                                                 timeliness.
                                                                                                      receipt of file from selection team
                                                                                                      for each step of the search
                                                                                                      process.
                9.2, 4,1




                            Recruiting, Allocating and Hiring (all classifications and                QS 1: 100% of grad student         MJ           W/TL,     Audit     Cross-training for No GA searches for this period have been        N/A   For 5 GA searches, all were audited except 1
                            volunteers)                                                               searches will be audited by HROE                Selection log       Glenda (in         completed.                                            (appointed by the dean).
                            PM 4: Outcome: enhance quality of selection process                       and feedback provided to selection              Teams               progress)
                                                                                                      team when best practices or
                                                                                                      UA/AA policies and procedures for
                                                                                                      recruitment have not been
                                                                                                      followed.


                3.          Temp Employees: Coordinate and support the recruitment and hiring of temp agency employees.
                9.2, 5, 1




#4:                         Recruiting,             #4/S1: Identify, maintain, develop, and/or        QS 1: 99% of temp agency              MJ, GH,   TL,       Trackin Cross-training for 2 temp agency positions have been                 Yes   4 temp agency position descriptions were
                                                    acquire critical competencies required to be
Operational                 Allocating and                                                            employee position descriptions        ELB       Superviso g log   Glenda (in         requested with 2 position description                   reviewed, all within QS.
                                                    successful in the future. AND, #4/S4: Obtain
Effectiveness               Hiring (all             and allocate resources (money, personnel,
                                                                                                      submitted to initiate the                       rs                progress)          reviews; both met QS for timeliness (100%).
                            classifications and     attention) to strategic products, services, and   recruitment process will be initially
                            volunteers)             processes that will enable us to provide          reviewed and feedback given to
                            PM 5: Timeliness        exceptional customer service. AND, #4/S3:         requesting supervisor within 2
                                                    Develop collaborative partnerships with
                                                                                                      business days.
                                                    research libraries and related information
                                                    agencies to leverage resources and achieve
                                                    goals in key result areas.
B) SUPPORT PERSONNEL FUNCTIONS AND ISSUES
                1.          Provide Information, Advice and Referral regarding Personnel Policy and Personnel Issues (including policy +/or procedure clarification, personnel issues &
                            concerns, position & class reviews, managing leave of absences & end of employment, probation & goal development, performance reviews, visa issues and petition requests, general
                            recruitment questions, disciplinary action, grievances, benefits questions, overtime/comp time, taking classes, student issues, request for PDs, employee data requests).
                9.5, 1, 1


#4:                         Informing,             #4/S1: Identify, maintain, develop, and/or                  QS 1: All requests for                    MJ, GH,      W/TL,     Trackin Cross-training for There have been a grand total of 256          No      There have been a grand total of 183
                            Providing Advice       acquire critical competencies required to be
Operational                                                                                                    information/assistance will be            ELB          Superviso g log   Glenda and Ellen requests for information/assistance this        (99%)   requests for information/assistance this
                                                   successful in the future. AND, #4/S4: Obtain
Effectiveness               and Coordinating                                                                   responded to within 2 business                         rs                and TL             period. 184 of those requests were 'simple'           period. 149 of these requests were 'simple'
                                                   and allocate resources (money, personnel,
                            Resolution and         attention) to strategic products, services, and             days.                                                                                       and responded to timely 99% of the time.              and responded to timely 97% of the time.
                            Referral of            processes that will enable us to provide
                            Employee Work-         exceptional customer service. AND, #4/S3:
                            Related Conflicts /    Develop collaborative partnerships with
                                                   research libraries and related information
                            Problems and
                                                   agencies to leverage resources and achieve
                            Human Resource /       goals in key result areas.
                            Organization
                            Effectiveness Policy
                            and Process
                            Questions      PM
                            1: Timeliness/
                            Responsiveness
                9.5,1,2




                            PM1                                           ↓                                    QS 2: If in-depth assistance is           MJ, GH,      W/TL,     Trackin Stay abreast of 99% of 69 in-depth cases were responded to No            100% of 32 in-depth cases were responded
                                                                                                               required, a plan of action will be        ELB          Superviso g log   changing policies within QS.                               (99%)         to within QS.
                                                                                                               offered within 5 business days.                        rs                and laws -
                                                                                                                                                                                        Martina
                9.5, 1, 3




                            PM1                                           ↓                                    QS 3: With disciplinary action       MJ                W/TL,     Trackin Stay abreast of 100% of 3 cases were responded to within         Yes     100% of 2 disciplinary, data or visa requests
                                                                                                               cases and visa requests, in-depth                      Superviso g log   changing policies QS.                                                    were responded to within QS.
                                                                                                               assistance to develop a plan of                        rs                and laws -
                                                                                                               action or next steps will be offered                                     Martina
                                                                                                               within 5 business days.
                9.5, 2, 1




                            Informing, Providing Advice and Coordinating Resolution and Referral QS 1: 100% of team/work team      MJ, GH,                            W/TL,     Annual TL Training              Will assess later in the year.           N/A     Will assess later in the year.
                            of Employee Work-Related Conflicts, etc.                       PM leaders are aware of, using &        ELB                                Superviso survey
                            2: Outcome: enhance quality of response and resolution of issue.     following the processes for                                          rs
                                                                                                 probation, leave management,
                                                                                                 performance appraisals, personnel
                                                                                                 actions and terminations.
           9.5, 2, 2
                         PM2                                        ↓                           QS 2: Reduce the number of cases MJ, GH,     W/TL,     Trackin TL Training        Will assess later in the year.               N/A   Will assess later in the year.
                                                                                                of personnel conflict coming to  ELB         Superviso g log
                                                                                                HROE by 20% over previous year.              rs



2) MANAGE HUMAN RESOURCES INFORMATION
A) Create, Maintain and Provide Access to HR-Related Information which Helps the Organization
           1.            Employee Data: Create, Collect and Organize Up-to-Date Data Records
           P15.4, 1, 1




                         Collecting and   #4/S2: Regularly assess and improve our               QS 1: Create, run and provide data GH, ELB   Dean,      Trackin Learn              3 data reports were requested and were      Yes   2 data reports were requested and
                                          organizational systems and processes to ensure
                         Distributing                                                           reports (statistical requests) on or         SLRP, TL   g log   PeopleSoft; cross- submitted timely.                                 submitted timely.
                                          they are efficient and effective.
                         Statistics and                                                         before negotiated due date 99% of                               training for Ellen
                         Management Data                                                        the time.
                         PM 1: Timeliness




           2.            Web Resources: Create, Organize and Maintain Up-to-Date Web Pages
           P3.5, 1, 1




                         Designing and        #4/S1: Identify, maintain, develop, and/or        QS 1: Create or update web pages ELB, GH     Central   Trackin                    Note: Did not have this on radar to track     No   HROE has made at least 60 changes this
                                              acquire critical competencies required to be
                         Maintaining                                                            with change in policy and                    HR, Other g log                      date & record policy/procedure change and          period to the website. 38 were due explicitly
                                              successful in the future. AND, #4/S2: Regularly
                         Library/CCP Web      assess and improve our organizational systems     procedure within 2 business days             Informati                            date changed website. Of the approximately         to policy or procedural changes. Of those, 1
                         Presence             and processes to ensure they are efficient and    of notification of change 99% of             on                                   19 changes to policy or practice at UA or UAL      has not been completed due to being a
                         PM 1: Timeliness     effective.                                        the time.                                    Providers                            level known about, 13 have been updated on         recent change and its complex impact on the
                                                                                                                                                                                  the website (8 known to be timely), 3 are          website, but review has been started.
                                                                                                                                                                                  having delays in completion, and 3 not
                                                                                                                                                                                  discussed within HROE. Not meeting QS
                                                                                                                                                                                  where HROE needs to develop website
                                                                                                                                                                                  material or where HROE has not discussed
                                                                                                                                                                                  implications to our website.




3) WORK WITH THE ORGANIZATION AS A STRATEGIC PARTNER
A) Support HR Systems and Practices (Shared Ownership Topics)
           1.            Support and Maintain Existing HR-Related Systems
                         A. Orientation: Coordinate and Provide Support for New Employee Orientation.
                P9.3
#2: Education               Training for Team      #2/S2: Develop and support learning
                                                   environments with appropriate customizable
AND #4                      Systems (PEMS,
                                                   tools that integrate information resources to
Operational                 Compensation           support learning and research in virtual spaces
Effectiveness               and/or Rewarding       in use by our customers. AND, #4/S4: Obtain
                            Systems), Team         and allocate resources (money, personnel,
                            Development, and       attention) to strategic products, services, and
                                                   processes that will enable us to provide
                            Interpersonal Skills
                                                   exceptional customer service.
                9.3, 1, 1




                            Training for Team Systems (PEMS, Compensation and/or                     QS 1: 100% of new employees will         Who will     W/TL,    Trackin                   No Foundations sessions have been            N/A   No NEO Foundations Sessions scheduled this
                            Rewarding Systems), Team Development, and                                be invited to attend NEO                 facilitate   Regular  g log                     scheduled yet so none of the 3 new hires           period. No additional new employees hired
                            Interpersonal Skills PM 1: Timeliness                                    Foundations Programming as               required     Employee                           invited.                                           this period. However, newer employees still
                                                                                                     sessions are scheduled.                  sessions?    s                                                                                     need to receive group sessions (see below
                                                                                                                                              (Jim)                                                                                              QS).
                9.3, 1, 2




                            PM1                                          ↓                           QS 2: 90% of new employees will          Who will     W/TL,    Trackin Practical         None of the hires from the last report who   No    No change in the number of previous
                                                                                                     complete required NEO                    facilitate   Regular  g log   experience with   had not completed a session have since             employees needing to complete sessions
                                                                                                     Foundations Programming                  required     Employee         Flash objects -   completed a session (due to MRay                   since last report (see last report). Of those
                                                                                                     (Sessions 1, 2, 3, 5) within 1 year of   sessions?    s                Ellen             registration method). Most hires were late         employees who should have completed NEO
                                                                                                     hire.                                    (Jim/                                           in this period so we have time before the          sessions by 12/09, since "must complete
                                                                                                                                              Owner)                                          new hires' first years are up. May need to         within 1 yr of hire" started, AND their first
                                                                                                                                                                                              discuss if new employee completion means           year date has passed, 2 are overdue for
                                                                                                                                                                                              attending group session, or whether just           Session I; 3 for Session II; 3 for Session III;
                                                                                                                                                                                              reviewing material will suffice.                   and 4 for Session V. (Only 50% of 18
                                                                                                                                                                                                                                                 employees hired since "MUST" started have
                                                                                                                                                                                                                                                 met the requirement to complete within 1
                                                                                                                                                                                                                                                 yr.) Added 3 new employees so far this FY--
                                                                                                                                                                                                                                                 (and suggested timeframe for sessions for
                                                                                                                                                                                                                                                 them of Nov. -Feb. has now passed)--
                                                                                                                                                                                                                                                 sessions need to be offered before end of
                                                                                                                                                                                                                                                 Aug. 2010 to capture new hires within 1
                                                                                                                                                                                                                                                 year of hire.
                9.3,1,3




                            PM1                                          ↓                           QS 3: 95% of all new employees           W/TL         W/TL,    Trackin                   100% of all regular employee hires have      Yes   100% of all regular employees are
                                                                                                     (including GA and student) will                       Regular  g log                     completed this session!                            completing this session timely. 100% of all
                                                                                                     complete NEO Foundations                              Employee                                                                              spring semester GA's have completed it.
                                                                                                     Programming (Session 6:                               s                                                                                     Completion rate for UG students not
                                                                                                     Preventing Sexual Harassment)                                                                                                               calculated.
                                                                                                     within 3 months of hire.
                            B. Competency Description Models: Coordinate the Update of Competency Models for All Libraries Positions.




                P3.7, 1,1
#4                          Managing and      #4/S1: Identify, maintain, develop and/or        QS 1: Create or update web pages ELB, MJ,   W/TL,      Annual   Competency        Not under our awareness that prior AIST      No   2nd priority -- update work will begin in
Operational                 Organizing Access acquire critical competencies required to be     with additions to or changes in  GH         Regular    survey   description       search competency descriptions were not           March.
                                              successful in the future.
Effectiveness               to Information PM                                                  competency models.                          Employee   or       development for   included in last iteration of competency
                            1: Outcome                                                                                                     s          focus    Martina and TLs   model. Have not been able to research this
                                                                                                                                                      group                      yet but will ASAP!
4) MEASURING/EVALUATING & IMPROVING HROE SERVICES
A) Measure Libraries Satisfaction with HROE Services and Determine Customers' Changing Needs on a Regular Basis.

                9.10, 1, 1
#4:                          P9.10             #4/S2: Regularly assess and improve our              QS 1: HROE services will be        HROE   Any one    Annual    10 TL/dean/assoc. dean were interviewed in Yes   See notes on TL interviews added for last
Operational                  Measuring/Evaluat organizational systems and processes to ensure       evaluated for customer                    who used   survey    Sept. 2009 to determine their priorities and     period! Other employees will be assessed
                                               they are efficient and effective.
Effectiveness                ing                                                                    satisfaction, effectiveness and           our        or        challenges, especially as anticipated in the     later in the year.
                             PM 1: Evaluate                                                         needs/prioritization biennially.          services   focus     next 6 months, and asked to rate these
                             HROE Processes                                                                                                              group     priorities in importance. They were asked by
                                                                                                                                                                   what method we can best serve them, and
                                                                                                                                                                   what the service delivery risks are if not
                                                                                                                                                                   served timely. In addition, they were asked
                                                                                                                                                                   about the helpfulness and any issues re: the
                                                                                                                                                                   HROE website.
                9.10, 2, 1




                             P9.10 Measuring       #4/S2: Regularly assess and improve our          QS 1: HROE processes under study HROE     Any one    Annual    Will assess later in the year.            N/A    Will assess later in the year.
                                                   organizational systems and processes to ensure
                             /Evaluating                                                            will include an evaluation which          who used   survey
                                                   they are efficient and effective.
                             PM 2: Measure                                                          shows that changes resulted in            our        or
                             Cost-Efficiency of                                                     reduced costs.                            services   focus
                             HROE Processes                                                                                                              group



B) Improve HROE Processes
                9.10, 3, 1




                             P9.10             #4/S2: Regularly assess and improve our              QS 1: HROE evaluations will     HROE      W/TL,     Annual     Will assess later in the year.            N/A    Will assess later in the year.
                             Measuring/Evaluat organizational systems and processes to ensure       determine whether customers are           Library   survey
                                               they are efficient and effective.
                             ing                                                                    satisfied with process                    Employee
                             PM 3: Improve                                                          improvements.                             s,
                             HROE Processes                                                                                                   Potential
                                                                                                                                              Employee
                                                                                                                                              s
                15.7, 1, 1




                             Developing Policies #4/S2: Regularly assess and improve our            QS 1: 90% of Cabinet members are          Cabinet    Cabinet   Will assess later in the year.            N/A    Will assess later in the year.
                                                 organizational systems and processes to ensure
                             (including                                                             satisfied with timeliness and                        survey
                                                 they are efficient and effective.
                             clarifying and                                                         quality of advice provided on
                             assisting in                                                           policy development when
                             implementing)                                                          requested.
                             PM 1: Satisfaction
MET?   PROGRESS REPORT 3 (6/9/10)   MET?




Yes




Yes




N/A




No




N/A
Yes




N/A




Yes
(99%)




Yes




Yes




Yes
No
(97%)




Yes




Yes




N/A
N/A




Yes




No, but
close at
97%.
N/A




No




Yes
No
N/A




N/A




N/A




N/A

				
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