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California State University, Long Beach
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Enrollment Services – Academic Support & Student Relations

Category
Objectives
Measurements
Customer
  • Meet Customer Needs and Expectations
  • % Satisfied (Customer)
Customer
  • Respond Promptly to Petitions for Late Adds
  • Timely Late Add Petition %
Financial
  • Reduce Risk
  • Reported Injury Rate
  • Lost Workdays per 100 FTE
Internal Business Process
  • Improve Ability to Answer More Phone Calls on Main ES Phone Line
  • Calls Answered %
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