8/14/2019 Ja n u a r y
2/4
January
We hope that you had a safe and
enjoyable holiday season. Heres to looking
ahead to a prosperous 2004 together.
2004 has the potential to be one of themost dynamic years in the
history of our
organization. Our continuing expansion
to Mission Bay, the introduction of the
Balanced Scorecard as the literal north
star for effective planning, and changes to
our identity internally and throughout the
UCSF campus communitythese are just a
few of the big initiatives we have ahead of us.
We ll the years rst issue ofIn the
News with updates on topics and initiatives
that not only impact our organization but
also are dependent on your continuing
support for success. This isnt a hollowcompliment, either. You
park the cars, lead
the classes, teach the children, balance
the budget, say Good Morning, provide
the food, play the music, protect our
information, keep us organizedin short,
you do a world of everyday things that ma
life better not only for ourselves but also
our campus cus omers.
We hope that the information you ndhere will not only enlighten
but inspire. Le
us know what you think by sending an E-
mail to: [email protected]
On behalf of Campus Life Services, enj
In the News.
ampus Life Services Newsletter Team
Barbara Jones, Fearless Leader
Monica F. Mapa, Editor-at-Large
Elaine Mah, Production Diva
James Wright, Production Rock Star
Brian Camarao, Artistic Genius
Mario Carmona, Roving Photographer
Contributing WritersKeith Braxton
Mario Carmona
tella Hsu
Kevin ONeal
teve Leonoudakis
Barbara Jones
Happy New Year to everyone!
Mario Carmon
DM&MS
Shauna Curtis
Bookstore
Peter Davis,
Transportation
Tracey Gearld
MPS/Child Ca
(co-chair)
Cathy Hill,
CAS Admin
Gail MametsuMPS (co-chair
Randa Talbott
Housing
Erick Villalobo
Parking
Greg Whisman
MPS
With a group as diverse and far-reaching as the newly
christened
Campus Life Services, you might wonder how youll keep up
withwhats happening within such a large organization. Theres no
reason
to worry. Your Campus Life Team is here to help.
Comprised of individual representatives from each of our units,
the
Campus Life Team advocates for the unique needs of their
specic
units. These units become a part of the central Campus Life
Services
bjectives. This means that no matter who you are, or where
you
work, your voice will always be heard.
Beyond this main objective, the group works diligently on
their
ngoing mission to build loyalty and pride for the entire
Campus
Life Services organization, through enrichment and support of
each
individual employees work/life environment.
This mission extends throughout all campuses, at all
locations,
to build a true sense of community within the large Campus
Life
Services family. They are constantly at work, creating
convenient
access to services, and providing programs that enhance our
appreciation of each other, and of the organization as a
whole.
Programs such as Decembers holiday events, with
complimentary
Sees candies, a door decorating contest, and a special
continental
breakfast are just a few of their good deeds done on your
behalf.
Interested in helping out as a volunteer for future Campus
Life
Services events? If so, please contact your Campus Life Team
representative (see sidebar.). Be a part of the excitement that
is
created especially to make life better here at UCSF.
Earlier this month, the Campus Life
ervices strategy team introduced the
trategy to achieve our vision at twooad show presentations, one
at Mission
Center Building and the other at Millberry
Conference Center at Parnassus.
The intent of the road show was to
ersonalize key concepts of our strategy
o help all staff understand their role in
chieving our Campus Life Services vision.
hese included:
The strategy we are using to
achieve our vision.
The impact our strategy has on you
and every staff member.
Tools we will use to stay focused
on priorities.
How to measure our success.
Specic ways staff can contribute
to our strategy.
If you were unable to attend either of the
resentationsno worries. The road show
s but one component of a comprehensive
trategy to provide all staff with timely
nd important information. Monthly
alanced Scorecard Updates are also
vailable to all CLS staff via E-mail, on the
CLS Balanced Scorecard Website, http:
/www.cas.ucsf.edu/balancedscorecard),
r in this quarterly publication. Write to usyoud like more
information. Were happy
o help!
Your feedback regarding the Balanced
corecard is always appreciated, and
an be sent to: bscsteeringcom@casm
il.ucsf.edu. Or visit the CLS Balanced
corecard Website to nd out how to
ontact a Balanced Scorecard Steering
Group member directly. If you prefer, you
an submit your feedback anonymously on
he web.
Balanced Scorecard What You Should Know
The Campus Life Team Hard at Work for You
8/14/2019 Ja n u a r y
4/4
MAKING
LIFEBETTER HERE
________________
Customer Service Column
Published by
Millberry Union 125 West
00 Parnassus Avenue
an Francisco, CA 94143-0232
hone: 415/476-5997
ax: 415/476-3765
www.cas.ucsf.edu
Any suggestions for our newsletter
an be e-mailed to Mario Carmona at
[email protected]>
Rewards and Recognition
Whether we work at the tness center,
the Source, or the bookstore; whether
we provide parking, housing, or printing
services, all Campus Life Services need
a large community of loyal customers who
appreciate what we offer and who will
spread the word about our great service to
row our support and customers. One wayto build loyal customers
is to make sure our
service team has a clear picture of what
reat customer service looks like.
Customer service standards are that
description. They help communicate what
is needed and expected when we serve
customers, and act as a reference for use in
assessing and rewarding staff performance.
Campus Life Services has recently updated
its service standards to include state-of-
the-art service standards and the VCA&F
C.A.R.E vision of service. They include:
Be courteous & friendly. Make visualcontact and greet the
customer.
Be responsive to customers. Listen
attentively to customer needs, requests,
r complaints, and assure no questions go
unanswered (let me nd out for you).
Respond effectively to upset customers.
Be professional & knowledgeable.
Know your job responsibilities and unit
services. Be clean and neat personally and
at your workstation.
Meet and exceed customer expectation
Be Convenient, Accurate, & Timely
Go out of your way to provide the
unexpected.
Build customer relationships. Learn
and use customer names; informalize
conversations.
Collaborate: Team up with otheremployees or departments to
effectively
address customer needs and problems.
Over the next six months, we will work
with supervisors and managers to discuss
the best ways to make sure all stare
are aware of and working towards these
standards, and to assure that great servic
providers are recognized and rewarded.
That great service is the fuel for our
growing reputation as an organization tha
excels at Making Life Better Here.
Service Standards: Setting the Quality Bar High
October 2003 December 2003
Bernard H Alter CLS Transportation Services 10 years 11/22/
Rogelio Barcelon CLS Media and Production Services Retired
11/30/
Jay D. Basas CLS Transportation Services 5 years 10/02/
David Chow CLS Media and Production Services 15 years 12/01/
Rojmonjati L. Keyes CLS Transportation Services 5 years
10/24/
Michael R. Kineen CLS Media and Production Services 5 years
11/06/
Lawrence R. Rivera CLS Transportation Services 5 years
12/01/
Teenah Tiger CLS Housing Services 10 years 12/13/
January 2004 March 2004
Katika H. Fulgham CLS Child Care 5 years 03/08
Ann B. Haugabook CLS Mail Services 35 years 01/
Morgan Lehto CLS Bookstore 10 years 01/24/
John Maltez CLS Housing Services 10 years 02/07/
Fernando L. Tarape CLS Transportation Services 5 years
01/19/
Helen E. Woolridge CLS Bookstore Retired 01/01/
In this article we want to take the
opportunity to acknowledge thoseCampus Life Services staff that
have
labored with us to make life better
here. Some of them have reached
milestone career service years and
others have retired and/or are planning
to retire in both the rst and second
quarter of our rst CLS newsletter.
We thought it would be nice to
recognize these folks by spotlighting
them in this edition the very least we
can do.
Again, we wish to thank all CLS staff
for your many contributions to CLS.
With a special thank you to:
January 20, 23
Balanced Scorecard Road Sh
February 10
New Employee Fair
February 16
Presidents Day Holiday
March 17
CLS Identity Unveiling to Cam
March 26
Spring HolidayDatestoRemember
