HUMAN RESOURCES BALANCED SCORECARD HUMAN RESOURCES VISION Provide the highest qualit su!!
ort servi"es to #a$e UCS% the i&stitutio& o' "hoi"e 'or lear&i&g a&d (or$i&g) CUSTOMER PERSPECTIVE To achieve our vision, what customer needs must we serve?
S*RA*E+IC OB,EC*IVES O-.e"tive/ I#!rove Custo#er Satis'a"tio& Description: Meet and exceed customer expectations. Actions: Define services and validate our customers expectations Compile & analyze the point of service survey results !valuate results from "CA&# survey Develop service standards
PER%ORMANCE MEASURES
Measures: Completed actions Completed Service Level A reements for clients
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FIN NCI ! PERSPECTIVE To satis"# our customers and sta$eho%ders, what "inancia% o&'ectives must we accom(%ish?
S*RA*E+IC OB,EC*IVES PER%ORMANCE MEASURES O-.e"tive/ Redu"e Certai& HR Related Costs Description: $dentify areas of opportunity and implement methods to reduce costs Actions: Measures: %educe turnover costs &urnover %ates 'differentiated (y years of service) *o( classification) etc.+) %educe a(senteeism A(sence %ate %educe ,or-ers comp costs !n a e staff to identify areas of opportunities .or-ers comp payroll rate Lost ,or- day rate
O-.e"tive/ E&ha&"e the value a&d retur& o& HR i&vest#e&t Description: /rovide hi h value client focused 0% services to continue to (e the 0% provider of choice Actions: Measures: Create communication methods re ardin return on 0% investment %eturn on $nvestment measures 'i.e.: D&&) #SA/+ 1enchmar- 0% service costs Cost of Services2344 #&! compared to (enchmar-
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INTERN ! PERSPECTIVE To satis"# customers and sta$eho%ders, which interna% &usiness (rocess must we e)ce% in? S*RA*E+IC OB,EC*IVES O-.e"tive/ I#!rove e#!lo ee satis'a"tio& (ith UCS% as a& e#!lo er Description: $mprove overall employee satisfaction Actions: Continue effort to (rand 5CS# as a reat place to ,or /ilot effective strate ies ,ithin "CA&# to improve satisfaction PER%ORMANCE MEASURES
Measures: Select Staff 6pinion Survey item's+ Select turnover data
O-.e"tive/ I#!rove e#!lo ee "o##it#e&t Description: $mprove employee ,illin ness to stay and actively contri(ute to the or anization Actions: Measures: $dentify -ey commitment drivers Select Staff 6pinion Survey item's+ Develop plans to affect positive chan e O-.e"tive/ Stre>he& Re(ards 0 Re"og&itio& Progra# Description: Develop and enhance re,ards and reco nition pro rams to effectively motivate ,or-force Actions: Measures: $dentify hi h scorin departments Staff 6pinion Survey results Assess and communicate (est practices !nhance 7ho,8to9 information for re,ards & reco nition implementation O-.e"tive/ Stre>he& re"ruiti&g 0 hiri&g o' the right !erso&1 i& the right .o- at the right ti#e Description: Continue to develop and enhance effective recruitin methods to optimize the selection and success of ne, hires
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Actions: $dentify -ey attri(utes of ,or-in successfully at 5CS# 5tilize technolo y more effectively for recruitin and screenin applications $nte rate 7 ood employer9 story and (randin efforts into recruitin
Measures: &urnover Customer Satisfaction Survey
O-.e"tive/ 2or$'or"e Pla&&i&g Description: Develop and implement methods to plan for and proactively meet future staffin needs Actions: Measures: Create and implement ,or-force plannin tools &urnover Analyze turnover data $dentify top five most populated classifications & develop strate y for replacements &ime to fill Completed Actions
O-.e"tive/ Su""essio& Pla&&i&g Description: Develop and implement method to plan for turnover in -ey positions Actions: Measures: Determine (est practices :ey position turnover Develop and model succession plannin for the 0%M& Define population for ,hich succession plannin is important $mplement pilot for MS/ "$ and a(ove staff at 5CS# &ime to fill -ey positions
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O-.e"tive/ E&ha&"e i&'or#atio& 0 data availa-ilit Description: Develop & improve access to data & reports to ena(le 0% & 0%s clients to ma-e effective decisions Actions: Measures: Create and implement scorecards for 0% services Customer Satisfaction Survey results Develop and improve access to data and reports so that 0% staff and clients can ma-e decisions and achieve o(*ectives $mprove data inte rity Develop and implement an 0% data ,arehouse .e(lin-s report usa e Completed Actions
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O-.e"tive/ HR Pro"ess I#!rove#e&t Description: $mprove 0% services Actions: $dentify consultin opportunities that arise throu h -ey events 'e. .) initiate recruitin consultation upon -no,led e of retirement + Continue developin process documentation Streamline 0% processes and add automation ,here appropriate Annually revie, and enhance existin process documentation $mplement %emedy for all of 0%
Measures: Customer Satisfaction Survey items ; of the process documented and updated Select Staff 6pinion Survey items from 0% staff %6$ measures Completed Actions
O-.e"tive/ A diverse (or$'or"e Description: Develop & support actions that lead to diversity ,ithin the or anization Actions: Measures: $dentify diversity (enchmar-s & create effective metrics to measure /erformance compared to (enchmar-. 5CS# performance !nhance compliance partnership ,ith AA2!!62D 6ffice Deploy 0% mana ers Diversity &ool-it <um(er of disparate and ine=uita(le treatment complaints resultin in findin of fault Affirmative action oals accomplished.
O-.e"tive/ Redu"e ris$ related to &o&3"o#!lia&"e (ith la(s1 !oli"ies a&d la-or "o&tra"ts Description: $dentify areas of hi h ris- & develop miti atin responses
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Actions: Create 0% audit Develop analytical tools to identify ris-s associated ,ith 0% transactions Develop systems) tools) trainin s & consultations to reduce ris-
Measures: .or-ers comp costs !mployee>s claims 6S0A findin s
O-.e"tives/ I#!rove HR !ro"esses a&d %air&ess at the "lie&t de!art#e&t level Description: $dentify issues of ine=uity and disparate treatment and create solutions for the campus Actions: Measures: Conduct e=uity analysis at the department level 'e. .) pay) 0% audit outcomes promotions) terminations) etc.+
O-.e"tive/ E&ha&"e HR sta'' a""ou&ta-ilit Description: Confirm roles and responsi(ilities) -eep a reements) and accept the conse=uences of individual actions and2or inactions Actions: Develop list of measures & metrics Communicate measures & metrics to clients $nte rate metrics into staff performance oals Measures: Customer satisfaction survey scores
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!E RNIN* + *RO,T- PERSPECTIVE To achieve our .oa%s, how must our or.ani/ation %earn and innovate? S*RA*E+IC OB,EC*IVES O-.e"tive/ E&ha&"e HR Sta'' $&o(ledge 0 s$ills i& strategi" areas Description: &rain 0% staff in -ey focus areas Actions: $dentify s-ills) measure aps) develop learnin tools and plans PER%ORMANCE MEASURES
Measures: 0% S-ills Learnin /lan Complete Courses Delivered "alidate 0% Competency
O-.e"tive/ E&ha&"e HR sta'' e#!lo ee "o##it#e&t Description: Ma-e 0% the (est department to ,or- in at 5CS# Actions: Assess the !6S results & decide ,hat staff areas to focus on. $dentify staff survey =uestions that indicate commitment and retention Assess reason for turnover in 0%
Measures: Select Staff 6pinion Survey items Select &urnover statistics
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O-.e"tive/ Create1 #odel !er'or#a&"e #a&age#e&t 0 "o##u&i"atio& -est !ra"ti"es i& HR Description: Continue to develop) enhance & share ,ith the campus (est practices in communication and performance mana ement Actions: Measures: !nhance individual expectations to ali n ,ith the strate ic plan & the Staff 6pinion Survey Scores incentive plan !nhance & implement existin communication plans ,ith 0% staff /eriodic .e( Survey of 0% population Create an implementation plan to model (est practices
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