Housing & Hospitality
Services
Who are we and how do we
measure success?
Be Part of Our Success
Agenda
 Strategic Measurement Model
 Mission, Vision, and Values
 Key Success Factors
 Performance Measurements
 Annual H&HS Balanced Scorecard
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Strategic Measurement Model
Mission, Vision,
and Values
Key Success
Factors
Performance
Measurements
Goals and Objectives
Strategies
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Mission and Vision
Mission
H&HS supports the teaching, research, and public
service mission of the University by delivering to our
customers a wide array of quality services,
products, and programs which meet or exceed their
expectations.
Vision
UCLA H&HS will be recognized by internal and
external customers, peer institutions, and
competitors as best in kind for a wide array of
services and products.
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Core Values
Service: We strive to provide exceptional service
Teamwork: We establish and nurture teamwork within
and across divisional lines
Acknowledgement: We acknowledge each other and
our individual contributions toward the
organization’s mission.
Respect: We treat our customers, each other, and our
resources with the utmost respect.
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H&HS Key Success Factors
 Customer Satisfaction
 Employee Satisfaction
 Learning and Innovation
 Improved Business Processes
 Financial Management
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H&HS Performance
Measurements (metrics)
 Value to the department
 Fact-based data
 Link to Key Success Factors
 Communicated routinely
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AVC Metrics
Customer Service
 % of customers satisfied
 % of customers more than satisfied
Employee Satisfaction
 % of employees satisfied
 % of employees satisfied with teamwork
Learning and Innovation
 % satisfied with training opportunities
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AVC Metrics
Improved Business Processes
 Training hours/career FTE
 Non first aid Injuries
 % of work orders completed in 24 hours
 Occupancy rates
 % of web-based payments/total transactions
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AVC Metrics
Financial Management
 Bottom line ratio
 P&I ratio
 Debt Service coverage
 Reserve balance ratio
 Major maintenance coverage ratio
Community Relations
 Reading is Fundamental volunteer hours
 Pints of blood from H&HS sponsored blood drives
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Goal Area
Customer
H&HS AVC Scorecard
2005/6
2006/7
2006/7
Performance
Rating
Weighted
Result
Objective
Performance
Level
Factor
Score
90.50%
92.00%
88.90%
96.63%
30
28.99
Satisfaction
Employee
52.90%
54.00%
50.70%
93.89%
25
23.47
Learning and
nnovation
68.70%
72%
71.00%
98.61%
15
14.79
mproved
Business
Processes
101.40%
100%
101.98%
101.98%
15
15.30
156.54%
100%
138.26%
138.26%
15
20.74
Overall
103.29
Satisfaction
rom HD metrics)
Financial
Performance
Score
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Conclusion
Who are we? Our Mission
What do we aspire to be? Our Vision
What do we stand for? Our Core Values
What do we focus on to help us achieve our vision?
Key Success Factors
How do we measure success? Metrics and Scorecard
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