2021 Goals
- Jennifer Murray (Unlicensed)
CSC Goals
Operational Performance
1.1 Operational - Service Excellence Ticket Resolution Overall success of incident and service request resolution per the established KPI criteria.
Target = 98%
Stretch =99%
Threshold = 94%
https://tableau.itap.purdue.edu/#/workbooks/883/views
1.2 Operational - Tickets missing target Eliminate incidents and SRs missing target date by more than 30 daysTarget = 95%Stretch = 100%Threshold = 90%
1.3 Behavioral - Customer Satisfaction
Target = 4.7%
Stretch = 4.9%
Threshold = 4.6%
Professional Performance
Culture and Values
Demonstrates ability to maintain positive relationships that enrich the University. Supports a culture of professionalism in alignment with unit values. Demonstrates cost-effectiveness, efficiency, transparency, and impactful work.
Overall Job Performance
Achieves performance standards and expectations (e.g. quality, quantity, and timeliness of work results). Decision making/problem solving, communications, customer service/service orientation, teamwork, continuous improvement/change management and other job related activities should be assessed as part of the overall job performance competency.
Professional / Career Development
The staff member has increased his/her knowledge and skills through on-going development activities and has demonstrated the ability to apply acquired knowledge and skills in the workplace. The appropriate short and long term goals are in place to support the employee's development.
Data
- Incidents Resolved within SLA - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/IncidentOverview?:iid=1
- Service Requests Resolved within Schedule Date - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/ServiceRequestOverview?:iid=1
Call Abandon Rate - https://tableau.itap.purdue.edu/#/views/ITaPServiceQuality/CallStatsOverview?:iid=2- Customer Satisfaction - https://tableau.itap.purdue.edu/#/views/ITaPOperationalDashboards/TicketMonitoringforManagers?:iid=4
- Resolution Rate - https://tableau.itap.purdue.edu/#/views/CSCOperations/Tier1ResolutionOverview?:iid=5