Support Services Department- Leadership Teams Alignment: Setting and Communicating Direction

Outcomes/Purpose To align departments to the District plan To align departments to the District plan To empower Department Leadership Teams (DLTs) to set and communicate direction within their department To empower Department Leadership Teams (DLTs) to set and communicate direction within their department To create a department Plan on a Page To create a department Plan on a Page To customize the 4 Quality Levels that define continuous improvement for the department To customize the 4 Quality Levels that define continuous improvement for the department

Two Objectives 1.) Make the department work better and 2.) Make the department a better place to work

Todays Agenda Sharing: The Department Plan on a Page Sharing: The Department Plan on a Page Rolling-Out the Plan on a Page Rolling-Out the Plan on a Page SMART Goals SMART Goals How do we measure our progress? How do we measure our progress?

Why the Plan on a Page? Tell me one more time…

How effective can a department be when employees dont know what the Wildly Important Goals are?

This approach to alignment and continuous improvement requires a paradigm shift… Trying to implement a new paradigm while holding on to the old will not work!

Change Process SHOCK Acceptance Rebuild Depression

Random Acts of Improvement Aim of the Department Goals and Measures Aim of the Department Aligned Acts of Improvement Goals and Measures

Every Department needs to make this theirs! Involve everyone in the process (ownership, accountability and responsibility)

(Your Departments Mission Statement Here) (Your Departments SMART Goals Here)

Gallery Walk Share with others… Share with others… A copy of the Plan on a Page A copy of the Plan on a Page The process used to get employee input The process used to get employee input Plus: What worked well? Plus: What worked well? Delta; What would you do differently next time? Delta; What would you do differently next time?

Debriefing the Gallery Walk At your table, discuss what you learned from other departments At your table, discuss what you learned from other departments Where their experiences similar to yours? Where their experiences similar to yours? What were the highlights or key learnings you took away? What were the highlights or key learnings you took away?

Now What? What do we do with the Plan on a Page?

Rolling Out the Plan on a Page Communicate the plan with all employees in your department Communicate the plan with all employees in your department Post the Plan Post the Plan In the Department In the Department Work areas of employees Work areas of employees A closer look at the goals… A closer look at the goals… SMART format SMART format For each sub departmentFor each sub department Data Collection- measuring goal progress Data Collection- measuring goal progress The Department Data CenterThe Department Data Center

Rolling Out the Plan on a Page Communicate the plan with all employees in your department Communicate the plan with all employees in your department When meeting with employees share: When meeting with employees share: the process of how it was created the process of how it was created who had input who had input how it will be used to align department work how it will be used to align department work How they will be involved How they will be involved

Rolling Out the Plan on a Page Post the Plan in all work areas Post the Plan in all work areas In the Department In the Department Consider large posters in key high traffic areasConsider large posters in key high traffic areas Work areas of employees Work areas of employees Provide color copies of the Department Plan on a Page for each employeeProvide color copies of the Department Plan on a Page for each employee Consider card size Plans on a PageConsider card size Plans on a Page

Rolling Out the Plan on a Page When meeting with employees, talk about the next steps and how they might be involved When meeting with employees, talk about the next steps and how they might be involved A closer look at the goals… A closer look at the goals… SMART format SMART format For each sub department (or individual)For each sub department (or individual) Data Collection- measuring goal progress Data Collection- measuring goal progress The Department Data DisplayThe Department Data Display

What Are SMART GOALS? S pecific, strategic M easurable A ttainable R esults-oriented T ime-bound

Customer Satisfaction Ensure customer satisfaction Ensure customer satisfaction Serve our customers in a timely fashion Serve our customers in a timely fashion Continually improve customer satisfaction Continually improve customer satisfaction SMART Goal By February 2008, reduce response time to customer queries by 20% as measured by the work order database. By February 2008, reduce response time to customer queries by 20% as measured by the work order database. By March 2008, improve customer service by 10 percent as measured by the customer satisfaction survey. By March 2008, improve customer service by 10 percent as measured by the customer satisfaction survey.

Data Display Example SMART GoalsData Displays SMART Goal #1 SMART Goal #2 SMART Goal #3

Q.1: I had the necessary tools, resources, and\or training to be effective\efficient in completing my work today. Q.2: I could effectively serve my customers today within the parameters of our existing policies, procedures, and roles. Q.3: I received timely and appropriate communication as needed from my team and\or supervisor to complete my work today. Q.4: I received timely and appropriate communication from other Technology members to complete my work today.

Q.1: I had the necessary tools, resources, and\or training to be effective\efficient in completing my work today. Q.2: I could effectively serve my customers today within the parameters of our existing policies, procedures, and roles. Q.3: I received timely and appropriate communication as needed from my team and\or supervisor to complete my work today. Q.4: I received timely and appropriate communication from other Technology members to complete my work today.

The To Do List What do you think? By next meeting: April 3rd By next meeting: April 3rd Roll-out and communicate the department plan on a page to all employees Roll-out and communicate the department plan on a page to all employees Provide copies of your department plan on a page to all employees Provide copies of your department plan on a page to all employees Discuss next steps with employees (SMART Goals and data collection) Discuss next steps with employees (SMART Goals and data collection)

April 3rd Agenda Sharing: Sharing: How did the roll-out of the Department Plan on a Page go? How did the roll-out of the Department Plan on a Page go? SMART Goals and the Department Data Center SMART Goals and the Department Data Center Planning for continued support Planning for continued support What support is needed from the District to keep moving forward with continuous improvement? What support is needed from the District to keep moving forward with continuous improvement?

Questions & Comments? Questions & Comments? Evaluate todays meeting using the Plus/Delta Evaluate todays meeting using the Plus/Delta