Support Services Department- Leadership Teams

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Support ServicesDepartment- Leadership Teams

• Alignment Setting and Communicating Direction

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Outcomes/Purpose

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

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Two Objectives

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

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Todays Agenda

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

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Why the Plan on a Page?

• Tell me one more time

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

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Change Process
Rebuild
SHOCK
Acceptance
Depression
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Aim of the Department
Goals and Measures
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Every Department needs to make this theirs!
Involve everyone in the process (ownership,
accountability and responsibility)
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(Your Departments Mission Statement Here)
(Your Departments SMART Goals Here)
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Gallery Walk

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

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Debriefing the Gallery Walk

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

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Now What?

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

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Rolling Out the Plan on a Page

• Communicate the plan with all employees in your
  department
• Post the Plan
• In the Department
• Work areas of employees
• A closer look at the goals
• SMART format
• For each sub department
• Data Collection- measuring goal progress
• The Department Data Center

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Rolling Out the Plan on a Page

• Communicate the plan with all employees in your
  department
• When meeting with employees share
• the process of how it was created
• who had input
• how it will be used to align department work
• How they will be involved

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Rolling Out the Plan on a Page

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

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Rolling Out the Plan on a Page

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

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

• Ensure customer satisfaction
• Serve our customers in a timely fashion
• 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 March 2008, improve customer service by 10
  percent as measured by the customer satisfaction
  survey.

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Data Display Example
SMART Goals
Data Displays
SMART Goal 1
SMART Goal 2
SMART Goal 3
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Technology Data Center
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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.
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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.
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Special Services Data Center
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The To Do ListWhat do you think?

• By next meeting April 3rd
• 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
• Discuss next steps with employees (SMART Goals
  and data collection)

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April 3rd Agenda

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

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Table Resources

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