Critical Success Factors and Goal

Excellence in Business Processes

We will create effective and efficient processes for delivering customer value expectations right the first time.

Customer value expectations are met through the way we manage our internal business processes.  Our internal business processes consist of four essential sub-processes that we must excel at in order to meet and exceed our customers' expectations.  These sub-processes are:

Customer Management

This process represents the workflow activities and tasks that establish and leverage relationships with customers into collaborative trusted partnerships.  Customer management processes are about developing customer intimacy--getting to know the customer's needs and requirements and working to translate those needs into value-based deliverables.

Our commitment is to foster customer-centered partnerships that create win-win solutions.

Operations

This process consists of a number of activities and tasks that produce and deliver products and services to our customers in an effective and efficient manner.  Many of these processes are transactional in nature, such as, payroll, accounts payable and receivable, work orders, cash collections and disbursements, etc.  The key improvement issues to address in all operational processes are cost, cycle time, variability (error rate), and conformance to requirements.

Our commitment is to continuously improve our operational processes to gain greater efficiency and to better serve our customers.   We intend to do it better, faster, cheaper.

Innovation

This process involves developing new products, services, processes, and relationships that improve the way the Division conducts its business.  Innovation and creativity are at the heart of our focus on continuously improving how we serve our customers.

Our commitment is to encourage innovation and implement the most creative and efficient solutions for meeting customer and business requirements.

Social/Regulatory

This process consists of activities and initiatives that meet regulatory and societal expectations and build stronger communities.  Social and regulatory processes consist of four broad categories:  environment, safety and health, employment pr practices, and community investment.

Our commitment is to preserve and protect the environment, to ensure the safety and health of employees, students, and visitors to UMKC, to provide equal opportunity, to protect against discrimination in its various facets, and to be a responsible community citizen within the campus and beyond.