Stop and Smell the Flowers: CLS MEETS/EXCEEDS

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  • 8/14/2019 Stop and Smell the Flowers: CLS MEETS/EXCEEDS

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    Ap r i l

    NEWSin the

    2004

    How do our customers feel about us?

    How does our staff feel about working

    for Campus Life Services? The fact that

    we met or exceeded our scorecard tells

    us that were making signicant progress

    throughout our organization. And thats

    good news!

    Excel in customer service

    The Balanced Scorecard measured

    the satisfaction level of our customers

    in great detail, across all Campus Life

    Services units. Out of a possible 5,

    customers rated us a 3.9exceeding our

    goal of 3.7. In laymans terms, they think

    were doing an excellent job!

    Much broader than the BSC survey,

    the Customer Satisfaction Survey

    implemented by the Vice Chancellor

    for Administration and Finance

    (VCA&F), compared our perceptions

    against the perceptions of our

    customers. We think we do a great job

    - but do our customers agree?

    CLS, like the other VCA&F units,

    were scored on ten aspects of customer

    service including Quality, Cost Effective,

    Competent Staff, and so on. In 8 out of

    10 measures, CLS scored 3.9 out of a

    possible 5and thats a result we can

    all be proud of!

    A great place to work

    The companion piece to the two

    customer service surveys is the

    Organizational Climate Surveythis

    is all about how our staff feel about

    working here. (continued)

    Stop and smell the fowers: CLS MEETS/EXCEEDS BSC TARGETS

  • 8/14/2019 Stop and Smell the Flowers: CLS MEETS/EXCEEDS

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    Published by

    Millberry Union 125 West00 Parnassus Avenuean Francisco, CA 94143-0232hone: 415/476-5997

    ax: 415/476-3765www.cas.ucsf.edu

    ny suggestions for our newsletteran be e-mailed to Mario Carmona [email protected]>

    April 2

    Im taking a nice relaxing vacation withwife and son to Hawaii. Looking forwardto spending some quality time together.Kevin Cuevas, Transportation

    At Work: Looking forward to summerslowdown to catch up. At Play: Lookingforward to relaxing on the MayanRiviera at the end of July.Tami Hedges, Documents, Media & Mail

    I plan to visit 5-Star Comics inSouthern California... Ill probably go toHollywood for a while (because I likethe freaks there) and then Ill hit a realbeach and work on my melanoma.Robert Kirkbride, Arts & Events

    Im going to Disneyland!Ruth Pacquing, Finance

    I am taking my parents back hometo Nicaragua for a family reunion. Myparents are getting on in years, and itis important that they make this trip andcontact family members that they havenot seen in years. Ill be their chauffeurand tour guide. We also plan to travelto Costa Rica to visit other family wehavent seen in a long time. It will be awonderful trip for my parents! GraciasOswaldo Robelo, Housing

    Again, we want to

    acknowledge Cam

    Life Services staff

    their efforts on be

    of UCSF. These f

    have reached mile

    years of service.

    Congratulations,

    Thank You and ke

    up the Good Work

    RETAIL

    Anthony C. Lum5/17/2004 5 yea

    FINANCE

    Amanda O. Navar

    5/21/2004 5 yea

    Guy D. Rainey

    5/4/2004 5 years

    FITNESS &

    RECREATION

    Wayne T. Hiroshim

    6/12/2004 30 ye

    Tracey A. Gearlds

    6/27/2004 25 ye

    Katherine T. Kuo

    6/1/2004 5 years

    TRANSPORTATIO

    Angie Amuzie

    5/1/2004 25 yea

    John T. Nitis

    5/1/2004 20 yea

    Wilfredo S. Ferna

    6/1/2004 15 yea

    Joe Nashif

    6/14/2004 5 yea

    James A. Mixon

    6/28/2004 5 yea

    DOCUMENTS,

    MEDIA & MAIL

    Roselyn J. Musall

    4/20/2004 5 yea

    plans for the summer?What are your

    Rewards Recogniti

    Staff Communication ForumPlans are now underway to directly address results from

    he CLS Organizational Climate Survey. We are inviting

    taff and managers to participate in an upcoming Staff

    Communication Forum to begin an active dialogue on

    mportant issues raised in the survey. More details are

    oming soon. If youd like to be a forum participant, please

    ontact, Barbara Jones at [email protected] orTracey Gearlds at [email protected]

    Campus Life Services Newsletter Team

    arbara Jones, Fearless Leader

    Monica F. Mapa, Editor-at-Large

    ames Wright, Production Rock Star

    rian Camarao, Artistic Genius

    Mario Carmona, Roving Photographer

    Contributing Writers

    Julie Brown

    Mario Carmona

    Stella Hsu

    Barbara Jones

    Monica F. Mapa

    Steve Leonoudakis

    Great scores, Great staff

    Campus Life Services staff were asked to rate

    a variety of issues and workplace characteristics

    including Leadership, Job Satisfaction,

    Communication, Career Development, Quality ofWork Life, and a host of other measures.

    Overall, staff rated CLS at 4.0 out of a possible 5

    again in the excellent range, and an improvement

    over the previous survey score. These scores tell

    us that our efforts at providing a supportive work

    environment are beginning to make a difference.

    EOS Last but not least

    Last year, many of you also completed the UCSF

    Employee Opinion survey (EOS) . It measured

    how UCSF staff regards both the general work

    environment at UCSF and Campus Life Services as

    a whole.Our employees scored CLS equal to or better

    than the UCSF campus norm, especially in the

    areas of Organizational Climate, Communication,

    and Decision Making.

    Whats Next?We scored well but theres always room for

    improvement. Stella Hsu and your CLS directors

    are currently developing improvement plans based

    on the survey results. As soon the initiatives are

    nalized, the plans will be shared with all staff.

    Where to get more info

    A meeting is now in the planning stages to

    share more survey information with staff. If youre

    interested in attending, please contact Julie Brown

    at 476-0401.

    Keep checking the CLS website at

    www.cas.ucsf.edu for news and updates.Thank you all again for a terric job!

    his issue of In the News is printed on Re-Vision paper which is a blend of tree-free Kenaf & 100% pcw recycled content, available at UCSF Reprographics