5 Human Resource Focus

5.1 Work Systems

5.1.a. Administrative Services Work Design

Administrative Services’ work environment and individual jobs enable and encourage all employees to contribute effectively.

Administrative Services' employees are organized in formal, informal, temporary, and longer-term units. This includes work teams, process teams, customer action teams, problem solving teams, centers of excellence, functional units, cross-functional teams, and departments.

Jobs within Administrative Services are designed so that individuals have task assignments, decision-making authority, and responsibilities.

Administrative Services’ work and job design enable employees to exercise discretion and decision making that leads to flexibility, innovation, knowledge and skill sharing, and rapid response to changing customer requirements.

Administrative Services' divisions and work units use technology to support local decision-making and job and work designs.

All Administrative Services' divisions and work units support effective communication, cooperation, and knowledge and skill sharing within and across work units to ensure a focus on customer requirements and to ensure an environment of encouragement, trust, and mutual commitment.

Managers, supervisors, and employees contribute to ensure design, management, and improvement of work processes support action and human resource plans.

Work processes are designed and managed to encourage individual initiative and self-directed responsibility.

5.1.b. Compensation and Recognition

Administrative Services’ compensation and recognition approaches enable and encourage all employees to contribute effectively.

Administrative Services’ compensation and recognition approaches for individuals and groups, including all managers and supervisors, reinforce overall Administrative Services' objectives for customer satisfaction, performance improvement, and employee and organization learning.

Administrative Services' compensation and recognition is based in part upon demonstrated skills and evaluation by peers in team environments.

Administrative Services utilizes the following compensation approaches:

• Compensation based on skill building
• Compensation based upon the use of new skills
• Compensation based upon the demonstration of self-learning
• Compensation based upon knowledge sharing
• Compensation based upon customer satisfaction and/or retention
• Compensation based upon achieving work unit, division, and/or Administrative Services' performance objectives

5.2 Employee Education, Training, and Development

5.2.a. Administrative Services Employee Education, Training, and Development

Administrative Services' education and training supports Administrative Services' key action plans and addresses University needs.

Administrative Services' education and training addresses the knowledge and skills employees need to meet their overall work and personal objectives.

Administrative Services' education and training focuses not only on the short term but also the longer-term objectives for employee development and learning as well as leadership development.

Administrative Services' education and training identifies key learning and performance objectives, are custom designed and delivered to meet the needs of learners, and are reinforced and evaluated with a special emphasis upon on-the-job application of knowledge and skills.

Administrative Services seeks input from employees and managers in order to accurately identify specific needs and to design the best education and/or training solutions.

Administrative Services conducts orientations for all new employees.

Administrative Services utilizes a variety of methods in the delivery of education and training. Education and training delivery might occur inside or outside the University, involve on the job, classroom, computer-based, distance education, web based, or other types of delivery. This includes the use of developmental assignments within or outside Administrative Services and/or the University to enhance employees’ career opportunities and employability.

Administrative Services' divisions and work units ensure the application and reinforcement of acquired knowledge and skills on the job.

Administrative Services evaluates the effectiveness of its education and training with a special emphasis on application of learned skills on the job.

Administrative Services recognizes the importance of customer-contact training. Administrative Services divisions will ensure that their employees are knowledgeable regarding products and services provided by that division, skilled at listening to customers, soliciting comments from customers, and anticipating and handling problems or failures. In addition, Administrative Services will develop employees’ skills in customer retention and learning how to effectively manage customer expectations.

Administrative Services takes into account employee performance, employee development and learning objectives, leadership development and other factors into consideration when evaluating the effectiveness of its training and education.

5.3 Employee Well-Being and Satisfaction

5.3.a. Administrative Services Work Environment

Administrative Services maintains a safe and healthful work environment.

Health, safety, and ergonomic issues are addressed in division and work unit improvement activities.

Employees participate in establishing measures and targets for maintaining these environmental factors at acceptable levels.

5.3.b. Administrative Services Work Climate

Administrative Services considers its employees as key stakeholders, thus, it builds and enhances its work climate for the well being, satisfaction, and motivation of all employees. Administrative Services and/or the University provides numerous services, benefits, and activities to support its employees.

Administrative Services senior leaders, managers, and supervisors encourage and motivate employees to develop and utilize their full potential. Senior leaders, managers, and supervisors also have responsibility for ensuring good communication with and between employees.

5.3.c. Administrative Services Employee Satisfaction

Administrative Services assesses its work environment and work climate.

Administrative Services uses formal and informal methods and measures to determine the key factors that affect employee well being, satisfaction, and motivation.

Administrative Services considers the following factors that might affect well being, satisfaction, and motivation such as:

• Effective employee problem or grievance resolution
• Safety
• Employee views of leadership and management
• Employee development and career opportunities
• Employee preparation for changes in technology or work organization
• Work environment
• Workload
• Cooperation and teamwork
• Recognition
• Benefits
• Communications
• Job security
• Compensation
• Equality of opportunity
• Capability to provide required services to customers

Administrates Services relates employee well being, satisfaction, and motivation results to key business results and/or objectives to identify improvement priorities.

Administrative Services also uses the following indicators to determine well being, satisfaction, and motivation:

• Safety
• Absenteeism
• Turnover
• Turnover rate for customer contact employees
• Grievances
• Workers compensation claims
• Information derived from exit interviews