Meeting Minutes
Date: April 8, 2016
Opening
The regular meeting of the SET
was held in RH 245 on Friday, April 8, 2016. The meeting was called to order by
Cara Hamilton at 10:00 a.m.
Present
Cara Hamilton, Sharetta
Bufford, Lisa Anderson, Scott Jaeschke, Lynn Lewis, Gayle Arries, Richard
Parker and Kathy Brand
Absent:
Celebrations:
·
Cara shared that the sets of Recognition cards
have been given to the SET teams who have started using them. She read an email from Rebecca Eidson
praising the cards. Others shared the
appreciation from those who have received the cards and the positive attention
the cards have already gotten. Cara
asked for guidance on distribution. Discussion took place on how to distribute.
It was decided that Cara would give cards to the following: Deans,
Division/Department Heads, and Directors/Supervisors (secretaries can keep-up
with them). Cards will be placed in the Mail Rooms of each building with a sign
of explanation. Cards will also be sent
to the Easley and Anderson campuses.
Review Decision & Action Tracking from
last meeting:Action items were reviewed and updated from the last meeting (see tracking chart below).
Cara reported that she has sent the SET the Committee Charter for review. She plans to take this to Executive Staff on April 13, 2016. The following suggestions/recommendations for revisions were made: 1) Have the VP for the College Officer to Whom Committee Reports rotate on a 12-18 month basis. (Purpose: to have a difference prospective/focus from leadership 2) Composition of the Unit: Under Committee Type; Definition of the roles will refer to the Service Excellence manual provided by Teri Yanovitch and adapted by the SET Standing Committee and the serving members agree to follow the defined requirements as stated. 3) The SET team will make recommendations for new team members at the appropriate times.
Cara will make the suggested changes and take the Charter before the Executive staff.
Communication- Gayle reported the cards are ready for dissemination. Gayle has ordered sample Tri-Day shirts for the group to view. She reiterated that a communication plan for Tri-Day would need to be developed for its understanding and success. No timeframe has been set to date for developing or rolling out a communication plan. She also reported that the water bottles have been re-ordered.
Talent Management: Lisa reported that the pilot group of LC 101 has been very successful. She stated that participants are preparing their projects on a topic of choice to learn the process of project charters. They will present their projects in April to conclude the class. Future plans are to continue with LC101 as onboarding for new hires and expand the class beyond new employees. The date of Adjunct Day, August 13 was briefly discussed.
Recognition: Sharetta reported she looks forward to her sub-committee meeting to get additional feedback on the Recognition cards. She stated they will also be discussing plans for the Random Acts of Kindness.
Measurement: Scott shared his draft of the Service Level Agreements: A Facilitation Guide. He stated his hopes are that items 1-6 will eventually be put into a service book of expectations to be used as a guide for the College, and that items 7-9, which are more restrictive to specific offices/department, will be used to define, teach, train and manage service excellence within these areas. He also reported needing input on the secret shopper idea as a way of collecting data. He recommended the model of an on-line survey giving feedback on service in different areas. Discussion took place over the number of students who may or may not complete a survey and that if this was incorporated in to college skill or marketing classes, some offices would not be assessed, ex. Admissions. It was suggested he talk to Christina Houck in marketing regarding the type of surveys already being done so as not to duplicate and possibly modify a current survey for the needed feedback. Also discussed was the need of the expectation/standard to be set before doing a survey for improvement in service.
Scott asked for ideas regarding the qualitative data. He asked if there was a way to have anonymous questions and feedback addressed at the College. Was there a place on the TCE site or could there be for employee suggestions that remained anonymous? It was suggested that the group review the suggestion program on the eTC under the Employee tab, My input, Employee suggestion program to see if revisions or another electronic feedback comment option could be put in this area. This would be for electronic feedback, positive or constructive, which could be used for improvements. Scott will look into this electronic program for positive or constructive feedback. Discussion followed suggesting that this needs to be more about processes, not people or complaints. The problems with monitoring, controlling messaging and responding effectually were discussed. Scott will take this discussion back to his sub-committee for review.
Service Obstacle System- Richard reported The LEAN classes are going well and participants were working on value stream mapping. Students are learning the tools and starting their projects. He plans to invite the LEAN director from Clemson, Lisa Knox, and Piedmont Tech, Lisa Bartanus, to visit and share their program’s structure and approval processes.
Management Accountability: Cara reported her sub-team had met and were working to define standards of work in the context of service excellence. She stated this is very similar to what Scott is doing with the facilitation guide standard of work for the Service Learning Agreement.
Academic – Member At Large: Lynn had nothing to report for Academics
Wrap Up:
Review Next Steps for each SET:
Confirm Next meeting – Friday, May 13 at
10:00am in RH 245
