OPERATIONOPERATIONAL SUCCESS AL SUCCESS KEY KEY INDICATORSINDICATORS

OSKI Metrics OSKI Metrics for your for your teamteam

Metrics: a fair, simple, transparent measure of a unit’s ability to accomplish its goals.

University of California, Berkeley

WHO Daniel Roddick

Layla Naranjo

Rebecca Andersen

Louise Davidson

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OVERVIEW

CalMetrics Vision

Creating Metrics:•Step 1: Mission & Goals•Step 2: Develop Parameters•Step 3: Townhall•Step 4: Synthesize & Draft•Step 5: Communication

Future of metrics at Cal

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Vision Statement

We believe UC Berkeley operational units do their best work through a feeling of engagement…This engagement is fostered by a bridge of communication between administration's expectations and employee feedback and participation…As a result, UC Berkeley units have a means to provide their best work…

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Step 1:Mission, Mission, VisionVision

& Goals& Goals

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Success Factors:• Metrics and your mission• Focus on the “what” and “why”

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Key Points:• Stewardship• Change facilitation

Step 1:Mission, Mission, VisionVision

& Goals& Goals

Step 2:Develop Develop

ParametersParameters

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Success Factors:• Transparency• Be clear to those involved

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Chez Pannise Cafe McDonald’s

Step 2:Develop Develop

ParametersParameters

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Key Points:• Set expectations and parameters• Determine scope

Step 3:TownhallTownhall

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Success factors:• Solicit feedback• Encourage participation• Seek inclusivity• Shared responsibility

Step 3:TownhallTownhall

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Examples:• One-on-ones• Mini-retreat• Staff meeting• Departmental townhall

Step 3:TownhallTownhall

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Key Points:• Many ways to engage• Identify what’s needed• Obtain buy-in• Follow-through

Step 4:Synthesize & Synthesize & Draft MetricsDraft Metrics

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Success factors:• Tie to a vision or goal• Reflect the work of a team• Be measureable

Operational vs. Transactional Metrics

InputsOne laboratory safety inspector

ActivitiesLab inspections are conducted

OutputsAnnual lab

inspections are completed

OutcomesLaboratory

accidents decrease

“The Logic Model” by The Institute on Governance, Canada

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Operational vs. Transactional Metrics

InputsAcademic

Counselors

ActivitiesMandatory

student check-ins

OutputsIncreased student

engagementOutcomes

Increase first-year retention rate

“The Logic Model” by The Institute on Governance, Canada

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Operational vs. Transactional Metrics

InputsOne IT person

assigned to help on this project

ActivitiesDevelop online

scholarship application

OutputsMore accurate

reports available OutcomesGreater access to

all scholarships for all students

“The Logic Model” by The Institute on Governance, Canada

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Operational vs. Transactional Metrics

InputsSpeak to various offices abt. web

consolidation

ActivitiesRemove duplicate websites,

consolidate information

OutputsFewer Websites

to maintain, greater accuracy

OutcomesImprove usability

of website and improve self-

service for students

“The Logic Model” by The Institute on Governance, Canada

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Step 4:Synthesize & Synthesize & Draft MetricsDraft Metrics

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ACTIVITYACTIVITY

Activity

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Prompts / Goals:• Increase the percentage of undergraduates graduating in 4 years

• Increase staff engagement

• Build a strong faculty and research institution

• Provide excellent customer service / support

Step 5:CommunicateCommunicate

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Addressing the:• Who?• What?• How?

Step 5:CommunicateCommunicate

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Key Points:• Tailored messaging• Sustainability• Continuous improvement

Future of

Metrics at Cal

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Recommendations:• Identify pilot units• Develop a dashboard• Core metrics• Tailored metrics• Do something with the results!!!

Metrics – “Do’s” and “Don’ts”

• Do use them as a useful management tool • Do tie them directly to a strategic plan• Don’t forget the external dimension• Do have a good mix of effectiveness (impact, client

satisfaction and quality) and efficiency (timeliness, volume and cost)

• Don’t fall prey to metric mania! (measure only the key activities)

• Don’t get survey fatigue!

Metrics help us do our best work.help us do our best work.

Metrics should be tied to visions & visions & goals.goals.

Operational metrics are TEAM TEAM metricsmetrics, and the process must be process must be

inclusive.inclusive.

Operational metrics are about how how we make a difference.we make a difference.

There are toolstools that can help!

Continuous improvement Continuous improvement is key.

OPERATIONAL

SUCCESS

KEY

INDICATORS

Thank you!

Questions?