Information Technology Services

Category	Objectives	Measurements
Customer	Meet Customer Needs and Expectations	% Satisfied
Customer	Reduce Downtime	Staff Time per Desktop Support Request
Customer	Increase Wireless Capability Across Campus	% Wireless Coverage on Campus
Financial	Minimize Risk to the University	Injury Rate Lost Workdays per 100 FTE
Internal Business Process	Reduce Cycle Time	# of Telecom Trouble Tickets Resolved per Technician
Internal Business Process	Increase Output	# of Person Assisted Calls to Main Campus Number
Internal Business Process	Meet Service Level Agreements	Avg Number of Hours Worked per Technician per Month
Employee & Organizational Capacity	Attract, Retain, and Develop a Highly Skilled and Diverse Workforce	Training & Development Hours per Employee Retention
Employee & Organizational Capacity	Increase Employee Satisfaction	% Satisfied Voluntary Absences

Quality Improvement