1. Housing & Hospitality Services Who are we and how do we measure success? Be Part of Our Success

2. Agenda  Strategic Measurement Model  Mission, Vision, and Values  Key Success Factors  Performance Measurements  Annual H&HS Balanced Scorecard

3. Be Part of Our Success Strategic Measurement Model Mission, Vision, and Values Key Success Factors Performance Measurements Goals and Objectives Strategies

4. Be Part of Our Success Mission and Vision Mission H&HS supports the teaching, research, and public service mission of the University by delivering to our customers a wide array of quality services, products, and programs which meet or exceed their expectations. Vision UCLA H&HS will be recognized by internal and external customers, peer institutions, and competitors as best in kind for a wide array of services and products.

5. Be Part of Our Success Core Values Service: We strive to provide exceptional service Teamwork: We establish and nurture teamwork within and across divisional lines Acknowledgement: We acknowledge each other and our individual contributions toward the organization’s mission. Respect: We treat our customers, each other, and our resources with the utmost respect.

6. Be Part of Our Success H&HS Key Success Factors  Customer Satisfaction  Employee Satisfaction  Learning and Innovation  Improved Business Processes  Financial Management

7. Be Part of Our Success H&HS Performance Measurements (metrics)  Value to the department  Fact-based data  Link to Key Success Factors  Communicated routinely

8. Be Part of Our Success AVC Metrics Customer Service  % of customers satisfied  % of customers more than satisfied Employee Satisfaction  % of employees satisfied  % of employees satisfied with teamwork Learning and Innovation  % satisfied with training opportunities

9. Be Part of Our Success AVC Metrics Improved Business Processes  Training hours/career FTE  Non first aid Injuries  % of work orders completed in 24 hours  Occupancy rates  % of web-based payments/total transactions

10. Be Part of Our Success AVC Metrics Financial Management  Bottom line ratio  P&I ratio  Debt Service coverage  Reserve balance ratio  Major maintenance coverage ratio Community Relations  Reading is Fundamental volunteer hours  Pints of blood from H&HS sponsored blood drives

11. Be Part of Our Success H&HS AVC Scorecard Goal Area 2005/62006/7 PerformanceRatingWeighted ResultObjective PerformanceLevelFactorScore Customer 90.50%92.00% 88.90%96.63%3028.99 Satisfaction Employee 52.90%54.00%50.70%93.89%2523.47 Satisfaction Learning and Innovation 68.70%72%71.00%98.61%1514.79 Improved Business Processes 101.40%100%101.98% 1515.30 (from HD metrics) Financial 156.54%100%138.26% 1520.74 Performance Overall 103.29 Score

12. Be Part of Our Success Conclusion Who are we? Our Mission What do we aspire to be? Our Vision What do we stand for? Our Core Values What do we focus on to help us achieve our vision? Key Success Factors How do we measure success? Metrics and Scorecard