Procurement – Copier Program

Category	Objectives	Measurements
Customer	Meet Customer Needs and Expectations	% Rated Good or Better on DCP Survey
Financial	Minimize Risk to the University	Reported Injury Rate Lost Workdays per 100 FTE
Financial	Increase Revenue by Providing Additional Functionality	Operation Expense as % of Revenue Labor as a % of Revenue Equipment as a % of Revenue
Internal Business Process	Minimize Downtime on All Copiers	Avg Copier Downtime (all) Avg Copier Downtime (single location)
Internal Business Process	Efficiency	Avg # of Breakdown Calls (top 30 copiers)
Employee & Organizational Capacity	Attract, Retain, and Enable a Highly Skilled and Diverse Workforce	Training & Development Hours per Employee Retention
Employee & Organizational Capacity	Increase Employee Satisfaction	% Satisfied Voluntary Absences

Quality Improvement