OPERATIONAL
SUCCESS
KEY
INDICATORS
OSKI Metrics
for your team
Metrics:
a fair, simple,
transparent measure
of a unit’s ability to
accomplish its goals.
University of California, Berkeley
WHO
Daniel Roddick
Layla Naranjo
Rebecca Andersen
Louise Davidson
Intro
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Step 5
Future
CalMetrics Vision
OVERVIEW
Creating Metrics:
• Step 1: Mission & Goals
• Step 2: Develop
Parameters
• Step 3: Townhall
• Step 4: Synthesize & Draft
• Step 5: Communication
Future of metrics at Cal
Intro
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Future
Vision Statement
We believe UC Berkeley operational units do their best
work through a feeling of engagement…This
engagement is fostered by a bridge of communication
between administration's expectations and employee
feedback and participation…As a result, UC Berkeley
units have a means to provide their best work…
Intro
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Future
Step 1:
Mission, Vision
& Goals
Intro
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Step 2
Success Factors:
• Metrics and your mission
• Focus on the “what” and
“why”
Step 3
Step 4
Step 5
Future
Step 1:
Mission, Vision
& Goals
Key Points:
• Stewardship
• Change facilitation
Intro
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Future
Step 2:
Develop
Parameters
Success Factors:
• Transparency
• Be clear to those involved
Intro
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Future
Chez Pannise Cafe
Intro
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McDonald’s
Step 3
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Step 5
Future
Step 2:
Develop
Parameters
Intro
Step 1
Step 2
Key Points:
• Set expectations and
parameters
• Determine scope
Step 3
Step 4
Step 5
Future
Step 3:
Townhall
Success factors:
• Solicit feedback
• Encourage participation
• Seek inclusivity
• Shared responsibility
Intro
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Future
Step 3:
Townhall
Examples:
• One-on-ones
• Mini-retreat
• Staff meeting
• Departmental townhall
Intro
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Future
Step 3:
Townhall
Key Points:
• Many ways to engage
• Identify what’s needed
• Obtain buy-in
• Follow-through
Intro
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Step 2
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Future
Step 4:
Synthesize &
Draft Metrics
Success factors:
• Tie to a vision or goal
• Reflect the work of a team
• Be measureable
Intro
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Future
Operational vs.
Transactional Metrics
Inputs
One laboratory
safety inspector
Outputs
Annual lab
inspections are
completed
Activities
Lab inspections
are conducted
Intro
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Outcomes
Laboratory
accidents decrease
“The Logic Model” by The Institute
on Governance, Canada
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Step 5
Future
Operational vs.
Transactional Metrics
Inputs
Academic
Counselors
Outputs
Increased
student
engagement
Outcomes
Increase first-year
retention rate
Activities
Mandatory
student check-ins
Intro
Step 1
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Step 3
“The Logic Model” by The Institute
on Governance, Canada
Step 4
Step 5
Future
Operational vs.
Transactional Metrics
Inputs
One IT person
assigned to help
on this project
Outputs
More accurate
reports available
Activities
Develop online
scholarship application
Intro
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Step 3
Outcomes
Greater access to
all scholarships for
all students
“The Logic Model” by The Institute
on Governance, Canada
Step 4
Step 5
Future
Operational vs.
Transactional Metrics
Inputs
Speak to various
offices abt. web
consolidation
Outputs
Fewer Websites
to maintain,
greater accuracy
Activities
Remove duplicate websites,
consolidate information
Intro
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Outcomes
Improve usability
of website and
improve selfservice for students
“The Logic Model” by The Institute
on Governance, Canada
Step 4
Step 5
Future
Step 4:
Synthesize &
Draft Metrics
Intro
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Future
ACTIVITY
Prompts / Goals:
Activity
• Increase the percentage of
undergraduates graduating in 4 years
• Increase staff engagement
• Build a strong faculty and research
institution
• Provide excellent customer service /
support
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Future
Step 5:
Communicate
Addressing the:
• Who?
• What?
• How?
Intro
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Future
Step 5:
Communicate
Key Points:
• Tailored messaging
• Sustainability
• Continuous improvement
Intro
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Future
Future of
Metrics
at Cal
Intro
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Recommendations:
• Identify pilot units
• Develop a dashboard
• Core metrics
• Tailored metrics
• Do something with the
results!!!
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Future
Metrics – “Do’s” and “Don’ts”
•
•
•
•
Do use them as a useful management tool
Do tie them directly to a strategic plan
Don’t forget the external dimension
Do have a good mix of effectiveness (impact, client
satisfaction and quality) and efficiency (timeliness,
volume and cost)
• Don’t fall prey to metric mania! (measure only the
key activities)
• Don’t get survey fatigue!
Metrics help us do our best work.
Metrics should be tied to visions & goals.
Operational metrics are TEAM metrics, and
the process must be inclusive.
Operational metrics are about how we
make a difference.
There are tools that can help!
Continuous improvement is key.
Thank you!
OPERATIONAL
SUCCESS
KEY
INDICATORS
Questions?