20010-11 strategy planning retreat
DESCRIPTION
20010-11 Strategy Planning Retreat. Draft October 21, 2009. FAS Managers’ Town Hall. January 25, 2011. 1. Agenda For Today. Welcome Review Strategic Priorities A Focus on People Ensure Public Safety Sustain a Diverse, High Quality Workforce with Great Managers Service Culture - PowerPoint PPT PresentationTRANSCRIPT
20010-11 Strategy Planning RetreatDraft
October 21, 2009
FAS Managers’ Town Hall
January 25, 2011
1
Agenda For Today
2
1. Welcome
2. Review Strategic Priorities
3. A Focus on People Ensure Public Safety Sustain a Diverse, High
Quality Workforce with Great Managers
Service Culture
4. Customer Survey Results
5. Survey Next Steps & Interactive Groups
6. Close and Q & A
John Plotts
John Plotts
Chris Jones & Esther SilverMike Tyburski
Mike Tyburski
Dr. William Haueisen and Tanya Eckhoff
Mike Tyburski
John Plotts
Welcome
3
Five UCSF Strategic Priorities
4
People
Business
Advancing Health Worldwide
Patients / Health Discovery Education
Our People
Business
UCSF Core Priorities
Mission
Deliver
Which Drives
Which Enables
Ten FAS Strategic Priorities
5
Advancing Health Worldwide
Patients / Health Discovery Education
1. Enhance IT Infrastructure & Rationalize Services2. Streamline Financial Processes & Provide Transparent Management Reporting3. Enable Research Administration Excellence4. Deliver Efficient, Seamless HR Administration5. Provide Operational Excellence Readiness
6. Plan for UCSF’s Physical Development through 20307. Create a Sustainable, Resource Efficient Environment
8. Ensure Public Safety9. Sustain a Diverse, High Quality Workforce with Great Managers 10. Create a Service Culture
People – Making a Difference Every Day
Business – A Well Run OrganizationOperational Excellence Priorities
Other Business Priorities
Our People
Business
UCSF Core Priorities
Mission
Deliver
Which Drives
Which Enables
Fifty Four Initiatives
6
Initiatives being implemented over three-years to advance FAS and UCSF strategic priorities
Two initiatives completed• IT Organizational Restructuring• FAS HR Service Center
Twelve additional initiatives, or major initiative phases, on-track to be completed by June 2011
Forty-four initiatives are in-process Opportunity to hear more about Operational
Excellence initiatives and provide feedback at “Come and Be Heard” sessions. Visit operationalexcellence.ucsf.edu for details.
Complete list of FAS initiatives and status posted on FAS website
7 7
Today’s Focus - People People are our biggest resource at FAS and UCSF To engage our People, we rely heavily on managers to
provide daily direction and support and to live our principles The People strategic priorities and initiatives will provide a
safe working environment, paths and tools for development, and a culture of service:
Ensure Public Safety Sustain a Diverse, High Quality Workforce with Great Managers Create a Service Culture
People – Making a Difference Every DayPeople – Making a Difference Every Day
Integrity
Effective Communication
Personal Accountability
Courteous and Professional
Innovative
Collaborative
DecisiveResults-Oriented
Ensure Public Safety: Emergency Management
8
Care & Shelter (FAS Performance Goal) Discount Disaster Supply Vendor 72 hr Disaster Supply Cache for 10,000
Emergency Operations Center (FAS Performance Goal) Relocate 654 Minnesota Street
Electronic Display Boards (WarnMe) (FAS Performance Goal) Where are we located
Building owned & leased Clinical Rotation Sites Travel overseas
Biospecimens Coordination & Management Emergency Response Management Plan Emergency Action Plans Volunteer Teams
8
The ability of an organization to
Mission Continuity
• continue serving its constituents, and • maintain its viability
following a disaster or other disruption
Mission Continuity Planning assures you and your staff have a plan to continue your critical administrative, academic, research, or service functions. How quickly you are able to efficiently and effectively resume your UCSF functions after an emergency depends upon your department, division, unit or lab having an up-to-date Continuity Plan.
UCOP Targets
FYE 10 FYE 11 FYE 12 FYE 13 FYE 14
100 %
UCOP Target UCSF Actual
20 %
10 %
90 %
70 %
80 %
60 %
50 %
40 %30 %
UCSF Additional Targets
At least 50% of Plans exercised. We are at over 90%
An average of least 3.4/4.0 Feedback Score. We are at 3.8/4.0
How We Track the MetricsSystem reports on Plans marked
Reviewed, Complete and In ProcessCompared to Estimated PopulationExercises and Feedback are tracked
manuallyEach Plan has an annual planning
processMonthly status reports to the planners
and to the Mission Continuity Management Team
Comparison to Other Campuses
UCSF won the System-wide Excellence in Mission Continuity Award because:
UCSF created a viable UC Ready Mission Continuity Management Team that has initiated the planning process within all of the UCSF Divisions
UCSF completed more than twice the number of plans than any other comparable campus
UCSF exceeded the UCOP FY 2010 goal of completing the 10% of the Plan population
Control Point Status
Control Point Estimated # of Plans % Complete
NURSING 8 100%
DENTISTRY 25 40%
PHARMACY 25 28%
MEDICINE 250 0%
GME 2 0%EXECUTIVE VICE
CHANCELLOR 25 84%
FAS 46 91%
DEV. & ALUMNI RELATIONS 0 0%
STRAT. COMMUNICATIONS & UNIVERSITY RELATIONS 1 0 %
OFFICE OF THE CHANCELLOR 1 0%
Totals 383 22%
Exemplary EffortsFAS was the most effective UCSF DivisionEVC&P was close behind and started from scratchFinance met all of its deadlines Facilities needed almost no assistance to create and
exercise their plans
Concerns Data protection E-power to critical electronic resources Remote access
What Else Is Going On ?Reciprocal AgreementsData Resiliency Hardened data centersHardened networkHardened EOCHardened Communications
Sustain a Diverse, High Quality Workforce with Great Managers
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Succession Management• Pilot underway in FAS• Expect to launch second pilot in School of Dentistry
Great Managers excel at the following three essential skills:• Setting clear performance expectations• Providing timely feedback, including rewarding achievements• Developing employees(See website greatmanager.ucsf.edu)
Job Families• Focus on Human Resources & Research Administration in
support of Operational Excellence• Additional families also being developed
2010 Customer Survey Team
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Implementation Team• Executive Champion: Mike Tyburski• Tenured Advisor: Stella Hsu• Survey Chair & Co-Chairs: Becky Daro, Kevin Cox & Ron Norris• Data/ Report Management: Betty Moy• PO Lead: Dave Kolsom
Survey Ambassadors: • Capital Programs: Craig Peterson• Campus Planning: Paula McQuillian• Real Estate Services: Lief Tsai• Finance: Ron Norris• FM: Griselda Balanza• CLS: Kevin Cox• Audit: Tom Poon• PMO: Mara Fellouris• Police: Lenora Laughlin• ITS: Kevin Barney• HR: Yvette Guerrero
Sterling Research, Inc.: • Dr. William Hauiesen (CEO and Founder)• Tanya Eckhoff (Senior Account Manager)
Survey Next Steps
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Congratulations! FAS overall satisfaction score of 3.96 is better than we expected given a difficult year of furloughs, budget cuts, and our pulse survey results of 3.49
Although FAS level information is informative, given the diversity of our business services and their target customers, the most valuable learning's come from analyzing data at the unit level
Suggested next steps to be taken by the survey and service culture teams:
1. Identify areas of high performance to:• Use as an opportunity for recognition – claim victories where we can• For others to seek best practices
2. Identify areas of low performance to:• Validate current initiatives – many customer suggestions may already
be addressed in OE and other initiatives• Identify new initiatives to incorporate in department plans• Provide basis for service culture team
3. Use above information to develop a follow-up communication for employees and customers
Ultimately, and consistent with our past, the Leadership Team will discuss an appropriate FAS customer satisfaction target
Tasks For Each Table
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1. 10 mins: Introductions: Name, organization & quick example of an “extremely satisfying” service experience (at UCSF or elsewhere)
2. 15 mins: Discuss question and record key points3. 10 mins: Present best ideas: 2-3 groups (there will be
cold calls if no one volunteers)
Question: Keeping in mind our scarce resources, what do you think is the most effective way to maintain our service culture? Specifically,• What should we do more of?• What should we do less of?
Close
21
Survey results will be distributed as deemed appropriate by your director and survey Ambassador
This presentation will be posted to the FAS website An all FAS staff email will be sent out with a link to this
presentation and FAS level survey results Sterling presentations to selected individual
departments will be made in this room throughout the day
• Finance – 11:30 am• CLS – 1:00 pm• ITS – 2:15 pm• Police – 3:00 pm• FM – 4:00 pm
Q & A