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Metrics: Guiding Compass to Creating a Performance-Based Learning Organization

Learn how metrics can help organizations understand their story and improve customer service. Building trust and fostering a culture of learning are essential for creating a performance-based organization.

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Metrics: Guiding Compass to Creating a Performance-Based Learning Organization

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  1. Metrics: Guiding Compass to Creating a Performance-Based Learning Organization Jerry Yerardi • Michelle Bautista • Paolo Mercado ACIO • Deputy Director • Metrics & Reporting Analyst Campus Shared Services, UC Berkeley

  2. As a customer service organization, it’s all about the Staff - Customer relationship. Metrics are used to understand the “story” so it’s important to work with Staff and Customers to make sure we’re telling the story right.

  3. Creating a learning organization that delivers great customer service requires building trust throughout an organization and with customers.

  4. 2013 Campus Shared Services IT launches

  5. Begin. Ask. Understand.

  6. We started with reassigned staff who had already built up relationships with their customers We thought campus would call us by phone and fully staffed a large Service Desk

  7. Customers

  8. Staff

  9. Tools

  10. What we learned that year

  11. 2014

  12. Grow. Learn. Adjust.

  13. We had to change our structure to allow Support People be better at Staff-Customer interactions. We changed our teams and focused on building a supportive team structure at all levels.

  14. Customers

  15. Staff

  16. Tools

  17. What we learned that year

  18. 2015

  19. Stabilize. Transition. Partnership.

  20. Customers

  21. Staff

  22. Tools

  23. What we learned that year

  24. Metrics help you see where you are and orient the path of your organization. Creating a culture of trust, helps Staff and Customers contribute to the telling of the right story. Combined, they all contribute to creating a performance-based learning organization.

  25. Thanks! • Contact us: • Jerry Yerardiyerardijerry@berkeley.edu • Michelle Bautista • mbautista@berkeley.edu • Paolo Mercado • paolo.mercado@berkeley.edu

  26. Help Us Improve and Grow Thank you for participating in today’s session. We’re very interested in your feedback. Please take a minute to fill out the session evaluation found within the conference mobile app, or the online agenda.

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