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Creating a Service Culture MSDF Impact Assessment

The Educational Leadership Team (ELT) and Service Leadership Team (SLT) work together to provide high-level service for students, families, and the community. This assessment network includes central service teams, vendors, regulators, teachers, staff, site leaders, and the district's Board of Education. By focusing on the RATER model (Reliability, Assurance, Tangibles, Empathy, and Responsiveness), they aim to convey trust, create a positive impression, communicate caring and individualized attention, and help customers promptly and willingly. The key elements of scorecards and narratives help link service standards to student achievement, driving a data-driven culture for continuous improvement.

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Creating a Service Culture MSDF Impact Assessment

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  1. Creating a Service Culture MSDF Impact Assessment

  2. Network Leaders Central Service Teams Vendors Regulators Teachers & Staff Site Leaders OUSD Customer Value Chain Families (Students) Community/ BOE High Levels of Service High Levels of Student Achievement The Educational Leadership Team (ELT) and the Service Leadership Team (SLT) partners in providing service for our ultimate customers which are the Students, Families and Community.

  3. eliability: Performing dependably and accurately A ssurance:Conveying trust and confidence through knowledge of products and services T angibles: Creating an impression through appearance (people, facilities) and equipment (efficient and user-friendly systems) E mpathy: Communicating caring and individualized attention R esponsiveness: Helping customers willingly, promptly, and speedily RATER R Source: Forum Group

  4. Service Score Cards & Narratives Key Elements of Score Cards: • Service Standards • Customer Service Perception/RATER • Budget • People Key Elements of the Narrative/Analysis: • Link each service standard to student achievement • Select 2-3 targets and analyze score. • Validate/ describe metric used to measure standard.

  5. Data-Driven culture:Service Area leaders are expected to review scorecard findings and adjust Service Area Improvement Plan two times per year

  6. Service Improvement Plans & Continuous Process Improvement Goal: Service Area leaders utilize key metrics to drive continuous cycles of improvement with their teams. Service Improvement Plans: Three year strategic plan focused on improving quality services, creating cost efficiencies, and developing human capital. Key Elements of Service Improvement Plans: • Data Review and Needs Assessment • Departmental Mission & Vision Statements • 3-Year Goals and Associated Objectives • Aligned with budget

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