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LSST Quality Standards for 2009-10 - UA Libraries Intranet

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LSST Quality Standards for 2009-10 - UA Libraries Intranet Powered By Docstoc
					                                                    ABaC$ Quality Standards Matrix (quality standards in red signify that they are new or revised)

 Key Result                 Library            Library-wide                               LSST/ABaC$                      Measurement
   Area               Critical Processes    Quality Standards                           Quality Standards                   Method          Stakeholders     Status      Comments
 Operational P9        Managing Human Resources
Effectiveness
              P9.2     Recruiting, Allocating                               100% of completed student hiring                            Library hiring
                       and Hiring                                           paperwork will be submitted accurately to                   supervisors and
                                                                            Systems Control within one business day of                  student employees
                                                                            appointment with student.
                                                                                                                                        Library hiring
                                                                            100% of student employment information                      supervisors and
                                                                            will be verified and updated in KRONOS                      student employees
                                                                            within one day of PeopleSoft upload.
                                                                            100% of student supervisors notified of                     Library hiring
                                                                            student start date within one business day                  supervisors and
                                                                            of 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
                      Supplies, Services,                                   reviewed for accuracy and detail at the
                      Reimbursements                                        close of each business day. If inaccurate /
                                                                            incomplete funding source documents are
                                                                            submitted, the Accountants will contact the
                                                                            customer within one business day for
                                                                            clarification
                                                                            100% of all completed funding source                        Library Teams
                                                                            documents are processed within two
                                                                            business days of receipt.
                                                                            100% of orders, services and                                Library Teams
                                                                            reimbursements are coded and entered
                                                                            accurately in ATLAS by Friday of each
                                                                            week.
                                                                                                                                        P-card holders
                                                                            100% of p-card order log numbers will be
                                                                            entered in ATLAS by Friday of each week.
              P11.3.2 Placing orders. Travel                                100% of approved travel funds are                           LFA, SGA, Cabinet,
                      and Training Fund                                     encumbered into ATLAS                                       Travelers and Dean
                                                                            100% pending travel and training fund                       LFA, SGA, Cabinet,
                                                                            expenditures are entered into ATLAS,                        Travelers and Dean
                                                                            based on approved allocation by Friday of
                                                                            each week.
                                                                            100% of Travel Expense forms are                            Travelers
                                                                            completed accurately and submitted to UA
                                                                            travel within 2 business days of traveler’s
                                                                            signature.
              P11.4    Monitoring Fund Lines                                100% of discrepancies once notified will be                 Library Teams
                                                                            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
                       access fund lines                                    documents are reviewed (includes source                     Steve Bosch
                                                                            documents, FRS, etc.) and are reconciled
                                                                            to FRS by Friday of reconciling week.




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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$                     Measurement
  Area               Critical Processes            Quality Standards                   Quality Standards                   Method          Stakeholders      Status                             Comments
                                                                           100% of IA report discrepancies will be                     IRMMT, RSST, and
                                                                           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
                                                 satisfied that the        project leaders, and/or fund managers,
                                                 information distributed   contain accurate data (see P11.8 below)
                                                 in financial and          and are completely reconciled to all source
                                                 budget reports is         documents, FRS reports and ATLAS
                                                 accurate.                 records by Monday after reconciling week.


                                                                           100% of all Team Administrative Assistants                  Library Teams                  Measure knowledge of Admin Asst by giving a quiz.
                                                                           will know how to access and be
                                                                           knowledgeable of the Library and CCP
                                                                           Business Practices manual by providing
                                                                           one training sessions per fiscal year.

                                                                           100% of the Library and CCP Business                        Library Teams
                                                                           Practices manual will be updated once a
                                                                           year possibly October.
             P11.6    Maintaining Vendor                                   100% of vendor inquires will be responded                   IRMMT, RSST, Steve
                      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
                                                                           items that have not been received will be                   Bosch, and TST.
                                                                           researched with vendor or stakeholder
                                                                           (TST) within 30 days of receipt of invoice.
                                                                           100% of statements will be researched                       IRMMT, RSST,P-card,
                                                                           twice a month for invoice resolution.                       and TST.
                                                                           100% of Blackwell North America approval                    TST
                                                                           invoices, received in batches, will be
                                                                           processed within 48 hours of receipt by
                                                                           Partners/TST accounting.
                                                                           100% of completed monographic/serial                        IRMMT, RSST, Steve
                                                                           invoices will be paid within 4 working days                 Bosch, and TST.
                                                                           from date received in Partners/TSAP
                                                                           accounting.
                                                                           100% of incomplete invoices will be                         TST
                                                                           researched and followed up within one
                                                                           week of correspondence with TST
                                                                           Receiving.
                                                                           100% of P-Card transactions will be                         P-card holders
                                                                           reconciled and approved in accordance
                                                                           with the U of A Purchasing Department
                                                                           deadlines.
                                                                           100% of cash receipts with completed                        Library Teams
                                                                           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
                                                                           cleared FRS will be entered in Millenium                    Bosch, and TST.
                                                                           within 5 working days of month end close.

                                                                           100% of all checks received by the TST                      IRMMT, RSST, Steve
                                                                           Accounting area will be researched and                      Bosch, and TST.
                                                                           processed within 10 working days.

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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$                       Measurement
  Area             Critical Processes              Quality Standards                   Quality Standards                     Method           Stakeholders   Status      Comments
             P11.7  Initiating payroll and                                 100% of staff edits are entered into                          Library staff and
                    distributing paychecks                                 KRONOS on a d                                                 student employees



                                                                           100% of staff and student edits are entered
                                                                           into KRONOS by Friday of non-pay week
                                                                           and into PSOS by noon, Monday of pay
                                                                           week.
                                                                           100% of all missed punches will be                            Library staff and
                                                                           reported to supervisors every pay period.                     student employees
                                                                           100% of all employee KRONOS records                           Library staff and
                                                                           reported match PSOS prior to audit and                        student employees
                                                                           submission of roster.
                                                                           100% of paychecks and earnings                                Library staff and
                                                                           statements will be sorted correctly and will                  student employees
                                                                           be available for pickup by 9AM at Main on
                                                                           pay day. After distribution time, paychecks
                                                                           not picked-up will be mailed to the
                                                                           employee's address on file.
                                                                           100% of newly hired students will be issued                   Library staff and
                                                                           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
                                                                           and students receive an accurate paycheck                     student employees

                                                                           100% of Payroll will be reconciled to the UA                  Library staff and
                                                                           PEL reports and downloaded into ATLAS                         student employees
                                                                           by payday Friday. An email to AllABaC$ will
                                                                           be sent upon completion.
             P11.7.1 Monitoring library                                    100% of all financial reports and                             Library Teams
                     personnel operations                                  documents are reviewed (includes source
                     and wages budgets                                     documents, 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
                                                                           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 Millenium                     TST and DDT
                                                                           and FRS will be scanned and indexed in
                                                                           Docuware prior to submitting to UA
                                                                           Accounts Payable.
                                                                           100% of operation documents will be                           Library Teams
                                                                           scanned and indexed into Docuware prior
                                                                           to submission.




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                                                                    Facilities Management (FM) Quality Standards FY09-10




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

                                                                                                   QS2: 98% of the time Roswell shipments TST
                                                                                                   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 Facilities
Effectiveness
                P10.2     Security for resources/buildings
                P10.2.1   Control Card Access and                           Maintain access        QS1: 98% of the time                       Amer-X
                          Key Pad Systems                                   database to insure     respond to access
                                                                            staff and customers    requests within three
                                                                            can use                work hours
                                                                            CAT Cards to gain
                                                                            entry

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


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


                P10.3.1   Library Emergency Procedures                      Communicate            QS1: Provide procedure and policy          UAPD and
                                                                            security, safety and   changes to the staff within 24 hours by    Risk
                                                                            emergency and          email and update written documents         Management
                                                                            evacuation policies    within 5 days
                                                                            to the Library Staff




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                                                         Facilities Management (FM) Quality Standards FY09-10




 Key                                              Library-wide          LSST
Result                    Library                    Quality        Performance
 Area               Critical Processes             Standards         Measures                   LSST Quality Standards               Partners      Status   Comments
                                                                                         QS2: Provide emergency procedure fact
                                                                                         sheets to new staff members attending
                                                                                         the 6-week LSST orientation


         P 10.3 .2 Disaster Response Plan                        Maintain Library   QS1: Updated information included in           University
                                                                 Disaster Plan to   the plan within 15 work days when              Risk
                                                                 insure updates are changes are needed                             Management
                                                                 included when
                                                                 required

         P 10.4   Facilitate Response to                         Maintain          QS: Updates to response phone lists
                  Emergencies and Desasters and                  emergency and     are made within 15 days when changes
                  Coordinate Disaster Recovery                   disaster          are required
                                                                 response/recovery
                                                                 phone lists for
                                                                 involved staff

                                                                 Maintain necessary QS: Supplies and source list are
                                                                 disaster response available when needed
                                                                 supplies and/or a
                                                                 listing of local
                                                                 sources


         P 10.5   Maintain Buildings and
                  Furnishings
                                                                 PM #1: Timely           QS1: Non-billable requirements
                                                                 processing and          reported to University FM within 2 work
                                                                 follow-up on facility   hours of notification for maintenance
                                                                 maintenance             needs
                                                                 requests and work
                                                                 orders



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




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                                                       Facilities Management (FM) Quality Standards FY09-10




 Key                                            Library-wide            LSST
Result                    Library                   Quality       Performance
 Area               Critical Processes            Standards          Measures               LSST Quality Standards                Partners   Status   Comments
                                                QS: Reduce     PM#2: Customers       QS1: Reduce the gap on LibQual
                                                superiority    satisfied with        dimension "Library as a place" by 5%
                                                gap from -     furnishings and       from the 2005-2007 average
                                                .93 (average   facilities
                                                2005-2007)
                                                to -.75 by
                                                2012 on
                                                LibQual
                                                deminison
                                                "Library as
                                                Place"


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


                                                               PM #4: Provide        QS1: Accommodate
                                                               furniture for staff   staff requests within 24 hours of the time
                                                               office use when       negotiated with the customer
                                                               available. Locate
                                                               furniture and
                                                               provide setup in
                                                               office

         P 10.6   Refurbishing/Renovation of
                  Library Buildings
                                                               PM #1: Plans,         QS1: Attend 95% of all scheduled
                                                               initiates and         renovation related meetings with
                                                               coordinates           Facilities Design & Construction,
                                                               building              Architects, Contractors, Facilities
                                                               renovations           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




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                                                         Facilities Management (FM) Quality Standards FY09-10




 Key                                              Library-wide         LSST
Result                   Library                     Quality       Performance
 Area              Critical Processes              Standards        Measures                   LSST Quality Standards                  Partners    Status   Comments
                                                                                       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                          dimension "Library as a place" by 5%
                                                  gap from -                           from the 2005-2007 average
                                                  .93 (average
                                                  2005-2007)
                                                  to -.75 by
                                                  2012 on
                                                  LibQual
                                                  deminison
                                                  "Library as
                                                  Place"


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




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                                           Facilities Management (FM) Quality Standards FY09-10




 Key                                Library-wide         LSST
Result         Library                 Quality       Performance
 Area    Critical Processes          Standards        Measures                LSST Quality Standards                Partners   Status   Comments
                                                                      QS2: 80% of affected Library staff        All Affected
                                                                      satisfied with their involvement in the   Staff
                                                                      planning and implementation process

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



                                    QS: Reduce                        QS4: Reduce the gap on LibQual
                                    superiority                       dimension "Library as a place" by 5%
                                    gap from -                        from the 2005-2007 average
                                    .93 (average
                                    2005-2007)
                                    to -.75 by
                                    2012 on
                                    LibQual
                                    deminison
                                    "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     QS1: 90% of all data                      Requestors
                                                   the Space planning requests satisfied by the time negotiated
                                                   database for all   with the requestor
                                                   Library facilities




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                                                       Facilities Management (FM) Quality Standards FY09-10




 Key                                            Library-wide         LSST
Result                 Library                     Quality       Performance
 Area            Critical Processes              Standards        Measures                 LSST Quality Standards              Partners   Status   Comments
         P13   Delivering Mail and Materials
               Receiving/Sorting/Delivering/                   PM #1: Customers QS1: 98% mail and
               Packaging/Dispatching Mail and                  receive mail and     materials received by 9:00 am will be
               Materials                                       library materials    delivered by 1:00 pm
                                                               (books, periodicals,
                                                               newspapers, maps,
                                                               and microfilms) in a
                                                               timely manner




                                                                                   QS2: 90% of receipts
                                                                                   after 9:30 will be delivered the same day


                                                               PM #2: Library mail QS1: Less than 2% of mail and materials
                                                               and materials       returned to shipping due to improper sort
                                                               accurately sorted   or delivery
                                                               and delivered to
                                                               proper locations

                                                               PM #3: Customer’s QS1: Out-going mail received by 2:00
                                                               mail is picked    will be delivered to the post office the
                                                               up in a timely    same day 98% of the time
                                                               manner


                                                                                   QS2: 97% of the time mail will be picked
                                                                                   up at mail drops at scheduled times


                                                               PM #4: Provide      QS1: Mail report provided by the 10th
                                                               mail and cost data working day of the following month
                                                               report to customers
                                                               on a monthly basis,
                                                               with emphasis
                                                               minimizing cost


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




                                       C:\Docstoc\Working\pdf\b7effe4e-2fb0-455e-b442-f8b29e0ebc4a.xlsx19                       9/15/09                       9
                                                               HROE QUALITY STANDARDS 2009-2010 (Initial version 0909)
LIBRAR                                                                                                                                                       With       Data
                                                                                                                                                 OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                     LIBRARY KRA-ASSOCIATED                                                                                   Whom      Gatherin    COMPETENCIES
                                                                                                LIBRARY        HROE QUALITY STANDARD             (Major,
RESULT           LIST                                     STRATEGIES                                                                                         HROE         g          NEEDED
                                                                                               MEASURE/QS                                         Minor)
 AREA                                                                                                                                                       Partners   Method

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
           9.2, 1, 1




#4:                    Recruiting,           #4/S1: Identify, maintain, develop, and/or                     QS 1: 95% of regular employee      MJ, GH,     Dean, W/TL Tracking Cross-training for
                                             acquire critical competencies required to be
Operati                Allocating and                                                                       position descriptions submitted to ELB                    log      Glenda (in
                                             successful in the future. AND, #4/S4: Obtain
onal                   Hiring (all           and allocate resources (money, personnel,                      initiate the recruitment process                                   progress)
Effectiv               classifications and   attention) to strategic products, services, and                will be initially reviewed and
eness                  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,       Tracking Cross-training for
                                                                                                            pre-screened for minimums within ELB           Selection   log      Glenda (in
                                                                                                            1 business day after the closing               Teams                progress)
                                                                                                            date of the position or by the first
                                                                                                            review date if position is open
                                                                                                            until filled.
           9.2, 1, 3




                       PM1                                         ↓                                        QS 3: In 99% of classified           MJ, GH,   W/TL,       Tracking
                                                                                                            searches, audit of search steps will ELB       Selection   log
                                                                                                            be completed within 2 business                 Teams
                                                                                                            days 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 log Competency
                       volunteers)                                                                          competency based position                      Selection             description
                       PM 2: Outcome: enhance quality of selection process                                  descriptions, criteria matrices,               Teams                 development for
                                                                                                            interview and reference questions                                    Martina and TLs
                                                                                                            to enhance selection process.
LIBRAR                                                                                                                                                        With       Data
                                                                                                                                                  OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                     LIBRARY KRA-ASSOCIATED                                                                                    Whom      Gatherin    COMPETENCIES
                                                                                                LIBRARY        HROE QUALITY STANDARD              (Major,
RESULT           LIST                                     STRATEGIES                                                                                          HROE         g          NEEDED
                                                                                               MEASURE/QS                                          Minor)
 AREA                                                                                                                                                        Partners   Method
           9.2, 2, 2



                       PM2                                         ↓                                        QS 2: 100% of classified searches MJ            W/TL,       Audit log Cross-training for
                                                                                                            will be audited by the HROE team                Selection             Glenda (in
                                                                                                            and feedback provided to                        Teams                 progress)
                                                                                                            selection 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   Careertra
                                                                                                            (with or without goals) will include ELB        Teams       ck EEO
                                                                                                            minority and women applicants.                              Summary
           9.2, 2, 4




                       PM2                                         ↓                                        QS 4: All library searches with UA MJ, GH,      Selection   Prescree
                                                                                                            goals will strive and reach        ELB          Teams       ning
                                                                                                            "applicant availability" goals.                             process
           2.          Graduate Student Employees: Support the recruitment and hiring of graduate student employees to maintain EOC compliance in our recruitment,
           9.2, 3, 1




#4:                    Recruiting,           #4/S1: Identify, maintain, develop, and/or                     QS 1: 95% of grad student             MJ, GH,   W/TL        Tracking Cross-training for
                                             acquire critical competencies required to be
Operati                Allocating and                                                                       employee position descriptions        ELB                   log      Glenda (in
                                             successful in the future. AND, #4/S4: Obtain
onal                   Hiring (all           and allocate resources (money, personnel,                      submitted to initiate the                                            progress)
Effectiv               classifications and   attention) to strategic products, services, and                recruitment process will be initially
eness                  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,     Supervisors Audit log
                                                                                                            employee searches, audit of         ELB
                                                                                                            search steps will be completed
                                                                                                            within 2 business days after
                                                                                                            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 log Cross-training for
                       volunteers)                                                                          searches will be audited by HROE                Selection             Glenda (in
                       PM 4: Outcome: enhance quality of selection process                                  and feedback provided to                        Teams                 progress)
                                                                                                            selection team when best
                                                                                                            practices or UA/AA policies and
                                                                                                            procedures for recruitment have
                                                                                                            not been followed.
LIBRAR                                                                                                                                                              With         Data
                                                                                                                                                    OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                     LIBRARY KRA-ASSOCIATED                                                                                          Whom        Gatherin      COMPETENCIES
                                                                                                LIBRARY         HROE QUALITY STANDARD               (Major,
RESULT           LIST                                     STRATEGIES                                                                                                HROE           g            NEEDED
                                                                                               MEASURE/QS                                            Minor)
 AREA                                                                                                                                                              Partners     Method

           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,         Tracking Cross-training for
                                             acquire critical competencies required to be
Operati                Allocating and                                                                       employee position descriptions        ELB            Supervisors log      Glenda (in
                                             successful in the future. AND, #4/S4: Obtain
onal                   Hiring (all           and allocate resources (money, personnel,                      submitted to initiate the                                                 progress)
Effectiv               classifications and   attention) to strategic products, services, and                recruitment process will be initially
eness                  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     managing leave of absences & end of employment, probation & goal development, performance reviews, visa issues and petition requests, general recruitment questions,
                       Informing, reviews,#4/S1: Identify, maintain, develop, and/or
           9.5, 1, 1




#4:                                                                                                    QS 1: All requests for                   MJ, GH,        W/TL,          Tracking Cross-training for
                                           acquire critical competencies required to be
Operati                Providing Advice                                                                information/assistance will be           ELB            Supervisors log              Glenda and Ellen
                                           successful in the future. AND, #4/S4: Obtain
onal                   and Coordinating and allocate resources (money, personnel,                      responded to within 2 business                                                       and TL
Effectiv               Resolution and      attention) to strategic products, services, and             days.
eness                  Referral of         processes that will enable us to provide
                       Employee Work- exceptional customer service. AND, #4/S3:
                                           Develop collaborative partnerships with
                       Related Conflicts /
                                           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,       Tracking Stay abreast of
                                                                                                            required, a plan of action will be     ELB           Supervisors log      changing policies
                                                                                                            offered within 5 business days.                                           and laws - Martina
LIBRAR                                                                                                                                                 With       Data
                                                                                                                                           OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                 LIBRARY KRA-ASSOCIATED                                                                                 Whom      Gatherin     COMPETENCIES
                                                                                          LIBRARY        HROE QUALITY STANDARD             (Major,
RESULT           LIST                                 STRATEGIES                                                                                       HROE         g           NEEDED
                                                                                         MEASURE/QS                                         Minor)
 AREA                                                                                                                                                 Partners   Method
       9.5, 1, 3



                     PM1                                       ↓                                      QS 3: With disciplinary action       MJ        W/TL,       Tracking Stay abreast of
                                                                                                      cases and visa requests, in-depth              Supervisors log      changing policies
                                                                                                      assistance to develop a plan of                                     and laws - Martina
                                                                                                      action or next steps will be offered
                                                                                                      within 5 business days.
       9.5, 2, 1




                     Informing, Providing Advice and Coordinating Resolution and Referral of QS 1: 100% of team/work team      MJ, GH,               W/TL,       Annual     TL Training
                     Employee Work-Related Conflicts, etc.                       PM 2:       leaders are aware of, using &     ELB                   Supervisors survey
                     Outcome: enhance quality of response and resolution of issue.           following the processes for
                                                                                             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,       Tracking TL Training
                                                                                                      of personnel conflict coming to  ELB           Supervisors log
                                                                                                      HROE by 20% over previous year.


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, SLRP, Tracking Learn PeopleSoft;
                                      organizational systems and processes to
                     Distributing                                                                     reports on or before negotiated                TL          log      cross-training for
                                      ensure they are efficient and effective.
                     Statistics and                                                                   due date 99% of the time.                                           Ellen
                     Management Data
                     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 HR, Tracking
                                          acquire critical competencies required to be
                     Maintaining                                                                      with change in policy and                      Other       log
                                          successful in the future. AND, #4/S2:
                     Library/CCP Web      Regularly assess and improve our                            procedure within 2 business days               Information
                     Presence             organizational systems and processes to                     of notification of change 99% of               Providers
                     PM 1: Timeliness     ensure they are efficient and effective.                    the time.
LIBRAR                                                                                                                                                            With       Data
                                                                                                                                                    OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                      LIBRARY KRA-ASSOCIATED                                                                                       Whom      Gatherin   COMPETENCIES
                                                                                                LIBRARY         HROE QUALITY STANDARD               (Major,
RESULT           LIST                                      STRATEGIES                                                                                             HROE         g         NEEDED
                                                                                               MEASURE/QS                                            Minor)
 AREA                                                                                                                                                            Partners   Method

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:                    Training for Team      #2/S2: Develop and support learning
                                              environments with appropriate customizable
Educati                Systems (PEMS,
                                              tools that integrate information resources to
on AND                 Compensation           support learning and research in virtual
#4                     and/or Rewarding       spaces in use by our customers. AND, #4/S4:
Operati                Systems), Team         Obtain and allocate resources (money,
onal                   Development, and       personnel, attention) to strategic products,
                                              services, and processes that will enable us to
Effectiv               Interpersonal Skills
                                              provide exceptional customer service.
eness
           9.3, 1, 1




                       Training for Team Systems (PEMS, Compensation and/or                                 QS 1: 100% of new employees will       Who will     W/TL,     Tracking
                       Rewarding Systems), Team Development, and                                            invited to attend NEO                  facilitate   Regular   log
                       Interpersonal Skills PM 1: Timeliness                                                Foundations Programming as             required     Employees
                                                                                                            sessions are scheduled.                sessions?
                                                                                                                                                   (Jim)\
           9.3, 1, 2




                       PM1                                          ↓                                       QS 2: 90% of new employees will Who will            W/TL,     Tracking Practical
                                                                                                            complete required NEO                  facilitate   Regular   log      experience with
                                                                                                            Foundations Programming                required     Employees          Flash objects - Ellen
                                                                                                            (Sessions 1, 2, 3, 5) within 1 year of sessions?
                                                                                                            hire.                                  (Jim)\
           9.3,1,3




                       PM1                                          ↓                                       QS 3: 95% of all new employees         W/TL         W/TL,     Tracking
                                                                                                            (including GA and student) will                     Regular   log
                                                                                                            complete NEO Foundations                            Employees
                                                                                                            Programming (Session 6:
                                                                                                            Preventing Sexual Harassment)
                                                                                                            within 3 months of hire.
LIBRAR                                                                                                                                               With       Data
                                                                                                                                         OWNERS
 Y KEY LIBRARY CRITICAL PROCESS                      LIBRARY KRA-ASSOCIATED                                                                          Whom      Gatherin   COMPETENCIES
                                                                                          LIBRARY         HROE QUALITY STANDARD          (Major,
RESULT           LIST                                      STRATEGIES                                                                                HROE         g         NEEDED
                                                                                         MEASURE/QS                                       Minor)
 AREA                                                                                                                                               Partners   Method

                        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
Operati                 Organizing Access acquire critical competencies required to be     with additions to or changes in      GH                 Regular   survey or description
                                          successful in the future.
onal                    to Information PM                                                  competency models.                                      Employees focus     development for
Effectiv                1: Outcome                                                                                                                           group     Martina and TLs
eness
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
                                              organizational systems and processes to
Operati                 Measuring/Evaluat                                                             evaluated for customer                       who used survey or
                                              ensure they are efficient and effective.
onal                    ing                                                                           satisfaction, effectiveness and              our services focus
Effectiv                PM 1: Evaluate                                                                needs/prioritization biennially.                          group
eness                   HROE Processes
           9.10, 2, 1




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

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
                        Measuring/Evaluat organizational systems and processes to                     determine whether customers are              Library    survey
                                          ensure they are efficient and effective.
                        ing                                                                           satisfied with process                       Employees,
                        PM 3: Improve                                                                 improvements.                                Potential
                        HROE Processes                                                                                                             Employees
           15.7, 1, 1




                        Developing          #4/S2: Regularly assess and improve our                   QS 1: 90% of Cabinet members are             Cabinet     Cabinet
                        Policies (including organizational systems and processes to                   satisfied with timeliness and                            survey
                                            ensure they are efficient and effective.
                        clarifying and                                                                quality of advice provided on
                        assisting in                                                                  policy development when
                        implementing)                                                                 requested.
                        PM 1: Satisfaction
MARKETING
FY10 Projects and Quality Standards             Mission Critical      Key Result Area (SLRP, 2010-2010
                                                Process               Strategic Plan)
Project 1: Define and map process for           P16: Managing  KRA 4: Operational Effectiveness
marketing and communications – for both         External Activities
the Office of and as it occurs at the team
level – in the library.
- QS1: Work with Cabinet subgroup to
achieve outcomes of the subgroup’s charge
(completion date tbd)
- QS2: 100% of library teams are informed of - P16.7 Marketing - Strategy 2: Regularly assess and improve
work team priorities                         and promoting     our organizational systems and processes
                                                               to ensure they are efficient and effective.




Project 2: 100% implementation of Student       P16: Managing         KRA 1: Information Resources and Services
Library Fee Marketing Communication Plan        External Activities
by May 14, 2010

- QS1: 20% of total student population has   - P16.7 Marketing - Strategy 1: Expose and encourage access
opted-in to receive e-newsletter June 2010. and promoting      to University Libraries and CCP resources
                                                               and services through the platforms and
                                                               external systems most widely used by
                                                               customers

- QS2: 75% of total opt-ins will open the                             -Strategy 3: Cultivate relationships with UA
monthly e-newsletter.                                                 academic units, campus services, and
                                                                      external organizations as appropriate to
                                                                      meet customer needs

- QS3: 10% increase in click-through rate one
month after highlight in e-newsletter (e.g.
100 people used a database one month, 110
people used it after highlight.)




 Project 3: Graphics and publicity support for P16: Managing          KRA 1: Information Resources and Services
Special Collections, standing activities, and External Activities
library events and exhibits (see work
priorities above)

-QS1: Level of support is negotiated based  - P16.7 Marketing         - Strategy 1: Expose and encourage access
on work priorities, time, and available    and promoting              to University Libraries and CCP resources
resources and occurs in-person with                                   and services through the platforms and
MarCom and requesting team 100% of time                               external systems most widely used by
                                                                      customers
-QS2: Agreed-upon MarCom support is met                                  KRA 4: Operational Effectiveness
100% of time (e.g. graphics output, news
release, publicity, etc) with the
understanding that unplanned, critical work
may impact deadline

                                                                         - Strategy 2: Regularly assess and improve
                                                                         our organizational systems and processes
                                                                         to ensure they are efficient and effective

Project 4: Administration of Libraries             P16: Managing         KRA 1: Information Resources and Services
portfolio of text-based publications,              External Activities
advertisements, and digital slides

-QS1: By June 30, 2010 develop a digital            - P16.7 Marketing    - Strategy 1: Expose and encourage access
slide library of 100 unique slides                 and promoting         to University Libraries and CCP resources
                                                                         and services through the platforms and
                                                                         external systems most widely used by
                                                                         customers

-QS2: Coordinate design and payment of                                   KRA 4: Operational Effectiveness
100% of paid advertisements

-QS3: During FY10 coordination production                                - Strategy 3: Develop collaborative
of 2 print versions of Friends Trends                                    partnerships with research libraries and
newsletter                                                               related information agencies to leverage
                                                                         resources and achieve goals in key result
                                                                         areas

-QS4: By May 2010 conceptualize and                                      -Strategy 4: Obtain and allocate resources
prototype new library publication                                        to strategic products, services, and
                                                                         processes that will enable us to provide
                                                                         exceptional customer service

Project 5: Internal Communication, Tools,          P16: Managing         KRA 4: Operational Effectiveness
and Guides                                         External Activities


-QS1: By October 20, 2009 MarCom work         - P16.7 Marketing - Strategy 1: Identify, maintain, develop,
priorities, strategic framework, and current and promoting      and/or acquire critical competencies
work queue is posted on work team intranet                      required to be successful in the future


-QS2: By June 31, 2010 populate work team                                - Strategy 2: Regularly assess and improve
intranet with tools and guides for use by                                our organizational systems and processes
library teams (e.g. digital slide requests, how-                         to ensure they are efficient and effective
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
Project 6: Advancing macro-level              P16: Managing           KRA 1: Information Resources and Services
communication objectives                      External Activities


QS1: By October 30, develop 3-5 macro-         - P16.7 Marketing      -Strategy 3: Cultivate relationships with UA
level messages that support and build on the  and promoting           academic units, campus services, and
Strategic Initiatives (see work priority list                         external organizations as appropriate to
above)                                                                meet customer needs

QS2: By June 30, 2010 write (where                                    KRA 4: Operational Effectiveness
applicable), edit, and distribute 12 news
releases

QS3: By June 30, 2010 secure 10 stories in                            - Strategy 3: Develop collaborative
campus news outlets (UA News, Lo Que                                  partnerships with research libraries and
Pasa)                                                                 related information agencies to leverage
                                                                      resources and achieve goals in key result
                                                                      areas

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)




Project 7: Marketing Communication Plan         P16: Managing         KRA 4: Operational Effectiveness
for Development                                 External Activities


-QS1: 100% completion of already agreed-        - P16.3 Recruiting    - Strategy 4: Obtain and allocate resources
upon graphics output for Development            and developing        to strategic products, services, and
                                                supporters
                                                                      processes that will enable us to provide
                                                (Identification,
                                                stewardship,          exceptional customer service
                                                cultivation)

-QS2: By March 2010 complete                    -P16.4 Maintaining
Development Marketing Communication             donor relations
plan for FY11 implementation


                                                -P16.7 Marketing
                                                and promoting
GRANTS
FY10 Projects and Quality Standards           Mission Critical      Key Result Area (SLRP, 2010-2010
                                              Process               Strategic Plan)
Project 1: Coordinate Grants Process          P16: Managing         KRA 1: Information Resources and Services
                                              External Activities


-QS1: Coordinate the process for planning, - P16.5 Managing         - Strategy 1: Expose and encourage access
generating, collaborating, and submitting all grant process         to University Libraries and CCP resources
grant proposals with library staff and                              and services through the platforms and
campus/external partners (if applicable)                            external systems most widely used by
                                                                    customers

-QS2: Edit 100% of grant proposals prior to                         KRA 4: Operational Effectiveness
submittal
-QS3: 100% of grant proposals are
submitted on time
                                                                    - Strategy 3: Develop collaborative
                                                                    partnerships with research librarian and
                                                                    related information agencies to leverage
                                                                    resources and achieve goals in key result
                                                                    areas

                                                                    -Strategy 4: Obtain and allocate resources
                                                                    to strategic products, services, and
                                                                    processes that will enable us to provide
                                                                    exceptional customer service

Project 2: Internal Communication             P16: Managing         KRA 4: Operational Effectiveness
                                              External Activities

-QS1: Maintain calendar of grant              - P16.5 Managing      - Strategy 1: Identify, maintain, develop,
opportunities on intranet; update no later    grant process         and/or acquire critical competencies
than 5 days after close of each month                               required to be successful n the future


-QS2: In FY10, offer 3 open sessions about                          - Strategy 2: Regularly assess and improve
grant opportunities to increase awareness                           our organizational systems and processes
for grant funding among library personnel                           to ensure they are efficient and effective


-QS3: Prepare and distribute monthly grant
funding alerts and activities
Project 3: Campus and External             P16: Managing            KRA 4: Operational Effectiveness
Collaborations                             External Activities


-QS1: Engage in networking opportunities    - P16.5 Managing        - Strategy 3: Develop collaborative
once per month to identify potential campus grant process           partnerships with research librarian and
and external grant collaborators                                    related information agencies to leverage
                                                                    resources and achieve goals in key result
                                                                    areas

				
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