Jerry Yerardi Michelle Bautista Paolo Mercado ACIO Deputy Director Metrics amp Reporting Analyst Campus Shared Services UC Berkeley As a customer service organization its all about the ID: 782280
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Slide1
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
Slide2Slide3Slide4As 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
.
Slide5Creating a learning organization that delivers great customer service requires building
trust
throughout an organization and with customers.
Slide62013 Campus Shared Services IT launches
Slide7Begin. Ask. Understand.
Slide8We 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
Slide9Customers
Slide10Staff
Slide11Tools
Slide12Slide13Slide14Slide15Slide16What we learned that year
Slide172014
Slide18Grow. Learn. Adjust.
Slide19We 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.
Slide20Customers
Slide21Staff
Slide22Tools
Slide23Slide24Slide25Slide26Slide27What we learned that year
Slide282015
Slide29Stabilize. Transition. Partnership.
Slide30Slide31Customers
Slide32Staff
Slide33Tools
Slide34Slide35Slide36Slide37Slide38What we learned that year
Slide39Metrics
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
.
Slide40Thanks!Contact us:
Jerry
Yerardi
yerardijerry@berkeley.edu
Michelle Bautista
mbautista@berkeley.edu
Paolo Mercado
paolo.mercado
@berkeley.edu
Slide41Help Us Improve and Grow
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