Campus ServicesOrganizational Assessment

Jen Davison Stacey Ho Austin Huot Sophal Kea Rita Wang

Introduction Mission Statement:The mission of the Campus Services Department is to

provide high quality services that are consistent with the needs of our customers. We will continually strive to improve the quantity and quality of services offered and increase the efficiency and effectiveness of their delivery. We will maintain awareness of industry trends and innovations while working closely with our clientele to ensure that we are updating and improving our services as necessary. Through the services we offer, we enhance the lives of our student population and the university community.

Organization ID

Founded 8 years ago as a product of a University wide campus restructuring

Campus Services is in a growth state in accordance to Greiner's model of

Organizational Growth

Organization ID

Number of employees: 13 staff members, not including student

workers Managerial - 9 Administrative – 4 Student workers 40-50 (average)

Annual Sales Estimation of 10,000 meals per day Serve over 2000 plus events yearly focusing on

the majority of student and University sponsored events.

Organization ID

Core Competencies: Customer focused and providing services that

are specific to each customer needs

Code of ethic/ethical issues: Emphasized daily and include the mission

statement

Organization ID

Social Responsibility: Donation form

More willing to donate to a fundraiser than to a general meeting

Utilitarian approach

Subunit identification: UMass Pass Dining Services Conferencing and Events Technical Services Parking Services

Organization Domain

Services that each department provides for the stakeholders

Environment College Campus Physical restrictions

Limited space and divided Recent budget cuts Unions

Environment

Environmental complexity From commuter school to on-campus living

Example: Dining

Environmental dynamism Biggest effect recently, re-modeling of

Residential Dining (2 million)

Technology

Task Variability/analyzability Routine manufacturing

Steps are broken down to minimize disruptions

ReservIT

Task Interdependence Mediating

Each department is a subunit that works individually, but when they work together they can create a great service as a whole for the University

Stakeholders

Internal Student workers Managers Directors Employees from other departments

Stakeholders

External Students Faculty Administrative staff Various departments on campus Off-campus organizations that would like to use

the University’s space

Effectiveness

How is it judged? Campus Services uses evaluations

Internal systems approach From the University’s standpoint

Surveys

Values/Beliefs

Important values/beliefs Commitment to the students

How are employees socialized? Student workers are back on campus 2 weeks

before classes begin Retreats

Proactive vs. Reactive

Vertical Hierarchy

Flat Organization Seven hierarchical levels

Director Associate Director Assistant Director Department Managers and

coordinators Student Managers Managers in training/assistant student

managers Student staff

Managerial Style

Joint Specialization Everyone can voice their concerns or inputs Weekly meetings

Complex Integrating Mechanism Each subunit is responsible for providing a

different service to its stakeholders When combined, provides great service

Organizational Structure

Structure Prior to 2001 recognized as “Campus Center”

department Basic Functional organization

Main Design Challenges New division of Student affairs “Campus

Services” To adopt a more complex structure

Current StructureCurrent Structure

Structure

Linkages with other organizations Core departments

The Department of Public Safety SAIL Office Department of Housing and Residential Life

How focal subunit fits into overall org structure Divisional

Main Design Challenges

Integration Integration – essentially why Campus Services

was created

Centralization vs. Decentralization Bureaucracy

Standardization vs. Mutual Adjustment Recent push is for standardization

Overall Assessment

Challenges and Accomplishments Becoming Proactive

Environmental Limitations Campus Center Fee Increase Continue to Standardize

RestructuringFrom D.O.S.A to Fiscal Affairs

logic behind the relocation reporting relationship effect on integration

Questions