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California State University, Long Beach
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Enrollment Services - Financial Aid

Category
Objectives
Measurements
Customer
  • Meet Customer Needs and Expectations
  • % Satisfied (Customer)
Customer
  • Reduce Time to Review Appeals and Special Circumstances
  • FA Appeals Response Time
Customer
  • Reduce Phone Wait Times
  • Avg Caller Time in Queue FA
Financial
  • Minimize Risk to the University
  • Reported Injury Rate
  • Lost Workdays per 100 FTE
Internal Business Process
  • Efficient PLUS loan processing
  • Timely Plus Loan Processing Time
Internal Business Process
  • Timely Initial Financial Aid Awards
  • Timely FA Award %
Employee & Organizational Capacity
  • Attract, Retain, and Enable a Highly Skilled and Diverse Workforce
  • Training and Development Hours per Employee
  • Employee Retention
Employee & Organizational Capacity
  • Increase Employee Satisfaction
  • % Satisfied (Employee)
  • Voluntary Absence Rate
Initiatives
  • Increase/ Promote Use of Self Service Functionality
  • Reporting and Reconciliation Automation
  • Business Process Reengineering on ALT/PLUS Loans