1. Enhance services and product lines to support the
needs of the campus community.
2. Generate revenue that supports excellence in
current operations as well as providing financial resources for future
growth and expansion.
|
Objective |
Relationship to Univ. Strategic Planning Themes and Unit Long-term
Goals |
How the Objective will be Accomplished:
Strategies, Methods, who responsible, collaboration needed, etc. |
Resources
Needed:
-- fiscal
-- human
-- physical |
Evaluation of Success and Implications for future goals and
objectives |
|
Enhanced Customer Service throughout all Auxiliary Services units |
Improves the Quality of Instruction
by enhancing an academic support service,
improves
Student Life, and aids in
Financial Stability Aimed at Prosperity |
Actively recruit qualified customer service personnel; enhance
interviewing skills; develop incentive program; ongoing customer
service training; develop secret shopper program |
Investment of time from management to seek out and interview more
people; potential cost of customer service training; cost of food or
other consumable products for secret shoppers |
More satisfied customers; increased sales; increased profitability |
|
Long-range planning for expansion of Auxiliary Services' facilities,
including increased Bookstore square footage |
Plan and prepare for expansion of facilities, staff and services to
meet the needs of anticipated campus growth |
Work with University officials to identify projected growth;
evaluate and recommend increased square footage needs in UC and/or
additional locations on campus |
New and/or expanded facilities would require capital investment from
Auxiliary Services revenues |
Improved facilities to better serve our growing customer base; more
convenient access to services through additional locations |
|
Participate in BOR required transition from SSN to University Unique
ID |
Work with OIT to comply with BOR requirement to eliminate the SSN as
the key to University databases, including the LakerCard database |
Participate as needed in meetings, research, testing and
implementation of Unique Identifier |
Investment of time by Auxiliary Services Technical and Card Office
staff |
Successful removal of SSN from cardholder's profile, resulting in
greater protection of cardholder's personal information |
|
Review cost, pricing, and inventory control in Dining Services |
Helps us reach Financial Stability Aimed at
Prosperity |
Continued review of cost of goods sold to ensure the best price for
a quality product; review retail pricing; implement better inventory
management processes |
Investment of current personnel's' time to develop improved
processes |
Better margin on products sold; improved tracking of inventory
levels |
|
Better utilization of staff in and across all units with particular
attention to Dining Services |
Improves the Quality of Instruction
by enhancing an academic support service,
improves
Student Life, and aids in
Financial Stability Aimed at Prosperity |
Effective and efficient scheduling of part-time staff with a goal of
reducing costs without negatively impacting customer service;
cross-train staff to better support overall mission of Auxiliary
Service |
Investment of time from management to review cross-training
opportunities; possible cost of back-filling vacant positions
created by transferred staff |
|
|
Improved Textbook Acquisition Process |
Improves the Quality of Instruction
by enhancing an academic support service,
improves
Student Life, and aids in
Financial Stability Aimed at Prosperity |
Proactive communication with Academic Departments about textbook
adoption and ordering cycles; inform faculty about the need for
timely information to ensure availability of new and used textbooks |
Investment of time from Textbook Coordinator and Operations Manager
with Academic Departments |
Textbooks are readily available for students to purchase at the
beginning of a semester; students potentially have more options for
purchasing used textbooks |
|
Auxiliary Services web site enhancement, including additional online
sales, specifically insignia merchandise and an Archives Store
presence |
Improve the Image/Marketing/Advertising
of all units, especially the Bookstore and Archives Store; increased
sales online will improve Financial
Stability Aimed at Prosperity |
Continue to enhance the web presence of all Auxiliary Units; offer
more opportunities to purchase products online; improve convenience
and access to products and information |
Time from current staff to develop, monitor, and maintain content
and sales; commit to keep certain insignia merchandise on hand at
all times |
Increased traffic to sites for information, products, and services,
resulting in greater convenience for campus community and increased
product sales |
|
Enhanced reporting of Card System-captured Sales to other Auxiliary
units |
Helps us reach Financial Stability Aimed at
Prosperity |
Review options for providing customized reports of sales to better
track product movement |
Investment of time from Card Office staff to research and develop
enhanced reporting processed and to create Excel spreadsheets;
potential use of OIT personnel for script writing |
Better sales management and tracking |
