Student Center & Event Services 2010-2011 Goals
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Student Center & Event Services 2010-2011 Goals Work Orders Lighting Crystal Cove & Aliso Hiperwall Non-Green Chemicals vEMS Summer Conferences External Reservations RSO Workshops Website Development Billing Time Import R-25 to EMS Master Calendar (Stretch) Streamline Billing (Stretch) Deploy the streamlined, electronic work order system developed in 2009-10 to all Student Center tenants for submission of maintenance, information technology, and housekeeping requests. Simplify the process of booking reservations in the Student Center and Aldrich Hall by implementing vEMS, an on-line reservation request system. Attract and retain skilled employees by creating a professional development plan. Reduce energy consumption in the Student Center by retrofitting old, inefficient lighting with lower energy consuming models. Develop a business proposal outlining a streamlined service approach to summer conferences that will increase the number of bookings and improve customer satisfaction. Reduce the processing time for events billed through EMS by automating the transfer of billing data into the Campus Billing Services System. Increase utilization of the Crystal Cove Auditorium and the Aliso Beach conference rooms by improving their appearance and functionality. Increase the number of external client reservations in the Student Center. Import booking data from R-25 into EMS, eliminating the need for multiple event booking systems. Install a hiperwall to display multimedia exhibits in the Student Center. Improve Registered Student Organization (RSO) compliance with event related policies and procedures by increasing awareness through educational workshops. Increase awareness of campus events by implementing a campuswide master calendar. Reduce the usage of non- green chemicals for pest control. Revamp the Student Center website to enhance content and improve accessibility of information. Streamline the billing processes so customers receive all charges within 10 business days of the conclusion of their event. Measure Measure Measure Measure Measure Labor hours, cycle time and customer satisfaction data. Reduction in electricity consumption and GHG emissions. Utilization data. Customer satisfaction data. Chemical usage in gallons. Target Target Target Target Target Cut cycle time by 30%. 5% reduction in building energy usage. 10% increase in space utilization. On a scale of 1-4, achieve a customer satisfaction rating of 3.0 or better. 10% reduction in chemical usage. Timeline Timeline Timeline Timeline Timeline Complete roll out by December 31, 2010. Complete by June 30, 2011. Complete renovations by April 30, 2011. Complete by June 30, 2011. Complete by June 30, 2011. Action Plan Action Plan Action Plan Action Plan Action Plan 1. Pilot test system. 2. Communicate roll out to customers. 3. Implementation. 1. Identify inefficient lights and fixtures. 2. Evaluate available retrofit options. 3. Perform ROI analysis. 4. Conduct retrofits. 5. Calculate savings. 1. Research enhancement options. 2. Develop a space improvement plan. 3. Renovations. 4. Conduct staff training. 5. Communicate enhancements to customers. 1. Select a location. 2. Install the hiperwall. 3. Develop management/usage policies/guidelines. 4. Begin utilizing the hiperwall. 5. Create a long-term plan to recover associated capital investment and ongoing maintenance costs. 1. Evaluate current chemicals used for pest control. 2. Conduct research to identify effective, reasonably priced, eco- friendly alternatives. 3. Switch over and begin using the “green” chemicals. Measure Measure Measure Measure Measure Labor hours, cycle time, paper usage, customer satisfaction data. Cycle time, number of bookings and customer satisfaction data. Booking comparison. Number of known compliance issues and participation in educational workshops. Customer satisfaction data. Target Target Target Target Target Achieve customer satisfaction rating for booking process of 3.2 or better on a scale of 1-4. Finish proposal and obtain key stakeholder buy-in. 10% increase in reservations. Achieve first year participation of 50 students. Achieve customer satisfaction rating of 3.0 on a scale of 1-4. Timeline Timeline Timeline Timeline Timeline Complete by November 30, 2010. Complete by June 30, 2011. Complete by June 30, 2011. Complete by June 30, 2011. Complete by October 31, 2010. Action Plan Action Plan Action Plan Action Plan Action Plan 1. Finish correcting issues discovered during program testing. 2. Pilot test the system. 3. Deploy the system and market it to campus customers. 4. Gather customer feedback. 1. Create a process flow chart for summer conference bookings. 2. Evaluate the process for efficiency and value added to the customer. 3. Develop a streamlined business model for stakeholder evaluation and future implementation. 1. Identify customer needs and desires. 2. Develop a plan and materials to market Student Center services to off-campus clients. 3. Implement the plan. 1. Develop workshop materials. 2. Work with the Dean of Students Office to advertise workshop(s) to students. 3. Hold workshops. 4. Obtain student feedback. 1. Develop design template and create website content. 2. Create test site. 3. Obtain internal staff and customer feedback. 4. Refine site and content based on feedback. 5. Publish the new website. 6. Inform campus customers. Measure Measure Measure Measure Measure Staff satisfaction/retention and successful recruitment data. Cycle time, number of steps, labor hours. Number of steps. Stakeholder feedback. Billing cycle time, staff labor hours and customer satisfaction data. Target Target Target Target Target Increase staff workplace satisfaction by .2 or more. Reduce labor hours by 20%. Reduce number of steps by 2 or more. On a scale of 1-4, achieve a rating of 3.2 or better with regards to customer satisfaction. Cycle time of ten business days or less. Timeline Timeline Timeline Timeline Timeline Complete by June 30, 2011. Complete by January 31, 2011. Complete by June 30, 2011. Complete by June 30, 2011. Complete by end of June 30, 2011. Action Plan Action Plan Action Plan Action Plan Action Plan 1. Devise general concept. 2. Survey staff workplace satisfaction. 3. Write plan. 4. Implement program. 5. Re-evaluate staff workplace satisfaction data. 1. Develop export/import program. 2. Pilot test program. 3. Implement program. 1. Develop software program. 2. Testing. 3. Implementation. 1. Evaluate best practices for master calendars at other campuses. 2. Select a software solution. 3. Obtain a quote. 4. Implement the software internally. 5. Conduct pilot testing. 6. Roll out the program to booking areas campuswide. 1. Develop process. 2. Testing. 3. Communications with internal clients. 4. Develop policies and procedures. 5. Implementation. 0101 101 100 00101000 0101 101 100 00101000 001010 101 001 10010 010 101 100 00101000 010 101 001 1001 01 01 100 0010100010010 10 101 001 10010101 0 100 001010001001001
Transcript of Student Center & Event Services 2010-2011 Goals
Student Center & Event Services 2010-2011 GoalsWork Orders Lighting Crystal Cove & Aliso Hiperwall Non-Green Chemicals
vEMS Summer Conferences External Reservations RSO Workshops Website
Development Billing Time Import R-25 to EMS Master Calendar (Stretch) Streamline Billing (Stretch)
Deploy the streamlined, electronic work order system developed in 2009-10 to all Student Center tenants for submission of maintenance, information technology, and housekeeping requests.
Simplify the process of booking reservations in the Student Center and Aldrich Hall by implementing vEMS, an on-line reservation request system.
Attract and retain skilled employees by creating a professional development plan.
Reduce energy consumption in the Student Center by retrofitting old, inefficient lighting with lower energy consuming models.
Develop a business proposal outlining a streamlined service approach to summer conferences that will increase the number of bookings and improve customer satisfaction.
Reduce the processing time for events billed through EMS by automating the transfer of billing data into the Campus Billing Services System.
Increase utilization of the Crystal Cove Auditorium and the Aliso Beach conference rooms by improving their appearance and functionality.
Increase the number of external client reservations in the Student Center.
Import booking data from R-25 into EMS, eliminating the need for multiple event booking systems.
Install a hiperwall to display multimedia exhibits in the Student Center.
Improve Registered Student Organization (RSO) compliance with event related policies and procedures by increasing awareness through educational workshops.
Increase awareness of campus events by implementing a campuswide master calendar.
Reduce the usage of non-green chemicals for pest control.
Revamp the Student Center website to enhance content and improve accessibility of information.
Streamline the billing processes so customers receive all charges within 10 business days of the conclusion of their event.
Measure Measure Measure Measure MeasureLabor hours, cycle time and customer satisfaction data. Reduction in electricity consumption and GHG emissions. Utilization data. Customer satisfaction data. Chemical usage in gallons.
Target Target Target Target TargetCut cycle time by 30%. 5% reduction in building energy usage. 10% increase in space utilization. On a scale of 1-4, achieve a customer satisfaction rating of 3.0 or better. 10% reduction in chemical usage.
Timeline Timeline Timeline Timeline TimelineComplete roll out by December 31, 2010. Complete by June 30, 2011. Complete renovations by April 30, 2011. Complete by June 30, 2011. Complete by June 30, 2011.
Action Plan Action Plan Action Plan Action Plan Action Plan1. Pilot test system.2. Communicate roll out to customers.
3. Implementation. 1. Identify inefficient lights and fixtures.2. Evaluate available retrofit options.
3. Perform ROI analysis.4. Conduct retrofits.5. Calculate savings.
1. Research enhancement options.2. Develop a space improvement plan.
3. Renovations.4. Conduct staff training.5. Communicate enhancements to customers.
1. Select a location. 2. Install the hiperwall. 3. Develop management/usage policies/guidelines. 4. Begin utilizing the hiperwall.
5. Create a long-term plan to recover associated capital investment and ongoing maintenance costs.
1. Evaluate current chemicals used for pest control. 2. Conduct research to identify effective, reasonably priced, eco-friendly alternatives.
3. Switch over and begin using the “green” chemicals.
Measure Measure Measure Measure MeasureLabor hours, cycle time, paper usage, customer satisfaction data. Cycle time, number of bookings and customer satisfaction data. Booking comparison. Number of known compliance issues and participation in educational
workshops.Customer satisfaction data.
Target Target Target Target TargetAchieve customer satisfaction rating for booking process of 3.2 or better on a scale of 1-4.
Finish proposal and obtain key stakeholder buy-in. 10% increase in reservations. Achieve first year participation of 50 students. Achieve customer satisfaction rating of 3.0 on a scale of 1-4.
Timeline Timeline Timeline Timeline TimelineComplete by November 30, 2010. Complete by June 30, 2011. Complete by June 30, 2011. Complete by June 30, 2011. Complete by October 31, 2010.
Action Plan Action Plan Action Plan Action Plan Action Plan1. Finish correcting issues discovered during program testing. 2. Pilot test the system.
3. Deploy the system and market it to campus customers.4. Gather customer feedback.
1. Create a process flow chart for summer conference bookings. 2. Evaluate the process for efficiency and value added to the customer.
3. Develop a streamlined business model for stakeholder evaluation and future implementation.
1. Identify customer needs and desires.
2. Develop a plan and materials to market Student Center services to off-campus clients. 3. Implement the plan.
1. Develop workshop materials.2. Work with the Dean of Students Office to advertise workshop(s) to students.
3. Hold workshops.4. Obtain student feedback.
1. Develop design template and create website content. 2. Create test site. 3. Obtain internal staff and customer feedback.
4. Refine site and content based on feedback. 5. Publish the new website. 6. Inform campus customers.
Measure Measure Measure Measure MeasureStaff satisfaction/retention and successful recruitment data. Cycle time, number of steps, labor hours. Number of steps. Stakeholder feedback. Billing cycle time, staff labor hours and customer satisfaction data.
Target Target Target Target TargetIncrease staff workplace satisfaction by .2 or more. Reduce labor hours by 20%. Reduce number of steps by 2 or more. On a scale of 1-4, achieve a rating of 3.2 or better with regards to
customer satisfaction.Cycle time of ten business days or less.
Timeline Timeline Timeline Timeline TimelineComplete by June 30, 2011. Complete by January 31, 2011. Complete by June 30, 2011. Complete by June 30, 2011. Complete by end of June 30, 2011.
Action Plan Action Plan Action Plan Action Plan Action Plan1. Devise general concept. 2. Survey staff workplace
satisfaction.3. Write plan.
4. Implement program. 5. Re-evaluate staff workplace
satisfaction data.
1. Develop export/import program. 2. Pilot test program.
3. Implement program. 1. Develop software program.2. Testing.
3. Implementation. 1. Evaluate best practices for master calendars at other campuses. 2. Select a software solution.3. Obtain a quote.
4. Implement the software internally. 5. Conduct pilot testing. 6. Roll out the program to booking areas campuswide.
1. Develop process. 2. Testing. 3. Communications with internal clients.
4. Develop policies and procedures. 5. Implementation.
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