What is a Balanced Scorecard?
In the fall of 1999, BAS embarked on a major management initiative called Our Balanced Scorecard.
Our Balanced Scorecard is a systematic way of using quantitative data to manage and improve our operations.
The concept of Our Balanced Scorecard is straightforward:
- staff from each of our units identify the objectives that are most critical to their unit's success,
- then they devise a measure ("metric") to track the unit's performance at achieving each of these objectives and a set a target for each of the measures,
- the result is a set of measured objectives with definitive targets that we refer to as that unit's Balanced Scorecard.
We ask our units to organize their strategic objectives according to our CORE VALUES:
- PEOPLE - Ninth Annual Let's Hear It Staff Survey!
- PROCESS / EXCELLENCE - Lean Methodology
- RESOURCE / STEWARDSHIP - Productivity
- CUSTOMER / SERVICE - Customer Satisfaction Surveys
- INTEGRITY
Our Core Values "drive" our organization. Considered together, they point to virtually all of the things we must do to be successful.
Parking & Transportation’s customer contact is different than most departments. We sometimes deal with unhappy customers – those who have recently received parking tickets, for example. Even customers who are in our office to purchase parking permits often resent that they have to pay for them. Many customers take out their resentment on our customer service staff which makes it hard to maintain a positive attitude day after day.
As the Business Services supervisor, Denise Clogston oversees payroll, accounting, and other sectors within the business unit. She has been with the UC system for about six and a half years, of which the past year and a half has been spent with the Parking and Transportation Department.