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California State University, Long Beach
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FM – Procurement & Support Services – Mail Services

Category
Objectives
Measurements
Customer
  • Meet Customer Needs and Expectations
  • % Satisfied
Customer
  • Maintain Accurate Mail Delivery
  • % Returned Mail
Customer
  • Deliver Mail Within 24 Hours of Receipt (responsiveness)
  • % Mail Delivered on Next Run
Financial
  • Minimize Risk to the University
  • Injury Rate
  • # of Lost Workdays
Financial
  • Maintain Cost Effectiveness of Mail Operations
  • Dept. Expense/Pieces of Mail Delivered
Internal Business Process
  • Effective and Efficient Processes
  • % of Special Deliveries Leftover
Internal Business Process
  • Increase Productivity
  • # of Mail Pieces Processed per Department FTE
Internal Business Process
  • Communicate and Train Campus User to Properly Address Mail
  • % of Incorrectly Addressed Mail (Incoming)
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