Balanced scorecard

HUMAN RESOURCES BALANCED SCORECARD IMPLEMENTATION GUIDE HR Mission: We provide quality HR services to attract, develop, motivate and retain a diverse workforce within a supportive work environment. We do this with an emphasis on customer service based on consultation and communication with members of the campus community HR Vision: Provide the highest quality support services to make UCSF theinstitution of choice for learning and working HR Strategic Destination: In the next three years, we will improve our position as the HR service provider of choice. We will demonstrate measurable improvement in all major service areas by focusing on fundamental excellence and innovation. CUSTOMER PERSPECTIVE To achieve our vision, what customer needs must we serve? STRATEGIC OBJECTIVES Objective:Improve Customer and Stakeholder Satisfaction through C.A.R.E. Description: Meet and exceed customer expectations. Actions: Define services and validate our customer’s expectations Compile & analyze the point of service survey results Evaluate results from VCA&F survey Develop service standards PERFORMANCE MEASURES

Possible Measures: Completed actions Completed Service Level Agreements for majorclients

Human Resources Strategic Plan Balanced Scorecard Implementation Guide Page 1 of 6

FINANCIAL PERSPECTIVE To satisfy our customers and stakeholders, what financial objectives must we accomplish? STRATEGIC OBJECTIVES PERFORMANCE MEASURES Objective: Reduce Certain HR Related Costs Description: Identify areas of opportunity and implement methods to reduce costs Actions: PossibleMeasures: Reduce turnover costs Turnover Rates (differentiated by years of service, job classification, etc.), Reduce absenteeism Absence Rate Reduce worker’s comp costs Engage staff to identify areas of opportunities Worker’s comp payroll rate Lost work day rate

Objective: Enhance the value and return on HR investment Description: Provide high value client focused HR services to continue to be the HRprovider of choice Actions: Possible Measures: Create communication methods regarding return on HR investment Return on Investment measures (i.e.: D&T, FSAP) Benchmark HR service costs Cost of Services/100 FTE compared to benchmark

INTERNAL PERSPECTIVE To satisfy customers and stakeholders, which internal business process must we excel in? STRATEGIC OBJECTIVES PERFORMANCE MEASURES Objective:Improve employee satisfaction with UCSF as an employer Description: Improve overall employee satisfaction Actions: Continue effort to brand UCSF as a great place to work Pilot effective strategies within VCA&F to improve satisfaction

Possible Measures: Select Staff Opinion Survey item(s) Select turnover data

Human Resources Strategic Plan Balanced Scorecard Implementation Guide Page 2 of 6Objective: Strengthen Rewards & Recognition Program Description: Develop and enhance rewards and recognition programs to effectively motivate workforce Actions: Possible Measures: Identify high scoring departments Staff Opinion Survey results Assess and communicate best practices Enhance “how-to” information for rewards & recognition implementation Objective: Strengthen recruiting & hiring of theright person, in the right job at the right time Description: Continue to develop and enhance effective recruiting methods to optimize success of new hires Actions: Possible Measures: Identify key attributes of working successfully at UCSF Turnover Utilize technology more effectively for recruiting and screening applications Integrate “good employer” story and branding efforts into recruitingCustomer Satisfaction Survey

Objective: Strengthen Workforce Planning Description: Create and implement effective workforce and succession plans to prepare for future workforce needs, minimizing the impact of leadership change, and in preparation for changes in the demographic makeup, and competencies needed at UCSF. Actions: Create and implement workforce planning tools Analyze turnover data...