Meeting Minutes
Opening
The regular meeting of the SET
was held in RH 245 on Friday, May 20, 2016. The meeting was called to order by
Cara Hamilton at 10:00 a.m.
Present
Cara Hamilton, Sharetta
Bufford, Lisa Anderson, Scott Jaeschke, Gayle Arries, Aida Laham, Kathy Brand
Absent: Lynn Lewis, Richard Parker
Celebrations:
·
Cara shared the SACSCOC reaffirmation findings
stating there were only a few easy fixes to be completed and she reiterated the
great work done on the institutional initiatives and narratives in the
report.
·
Cara also stated that the College received word
they had moved to the next level for the National Aspen Award. Narrowed from a
pool of over 150 Colleges to about 30. A phone interview will take place next
week before the top 10 finalist are announced.
·
Cara announced a soft opening of One-Stop on
June 6, 2016. Re-named TC Central and
housed in Miller Hall, the summer opening will be a beta testing of the
processes and procedures to prepare for Fall.
It is imperative that this College initiative be successful for students
and everyone is excited and ready to assist until all permanent employees are
hired.
·
Scott shared his excitement regarding the response
to trainings for the hearing committee.
This group will provide stable, high level of service to students who
are engaged in hearings.
·
Gayle shared her excitement over the number of
responses (over 130) to the survey to name the One Stop area. TC Central was selected as the new name. The
new name will be branded and communicated in the near future.
Review Decision & Action Tracking from
last meeting:
Cara reported
that Executive Staff supported the recommendation to add Aida Laham to the
Communication Sub-Team replacing Gayle.
Gayle expressed her appreciation of the SET and was in attendance to
transition Aida. She was proud of all
the great things that have cascaded down from SET.
Action items
were reviewed and updated from the last meeting (see tracking chart below).
Communication- Gayle introduced Aida Laham. Shirt samples from Crowes were shared for Tri-Day options. More samples will be gathered. Gayle shared the draft of branded embroidery options being developed due to the limited stitching that can be done with the current branded logos. These options would give us branding with flexibility. Gayle wants to present these options to Executive Staff for approval. She reported water bottles prices had increased, but an order had been placed. Aida shared an idea that identifies team/employees with recognition by placing a Passionate U sticker on their office door as a “thank you” from fellow employees. Lisa stated that lots of great ideas came from the LC101 projects that she hopes can be shared across campus. An example was the revamp of the Call Center training. Cara would like the group to share their ideas with the steering committee for the call center.
Talent Management: Lisa reported the successful completion of the LC101 pilot cohort. She stated Jeff, Deborah and herself are in the process of revamping and finalizing the plans for the fall cohort starting on Aug. 15. She reported the on-line on boarding welcome video is being planned and hopes to have it ready for fall. Supervisor training will begin the end of June, and be completed over a 4 week span. Job Competencies from the state level down are being included to ensure we are matching the right people during the hiring process. Also these competencies can be used within EPMS to provide a development plan for those who need help and show that employers are invested in employees in a positive way. Gayle asked when LC101 would invite current employees to be included. Lisa stated the class would have to have a cap set, but starting this fall current employees could participate. Cara stated that re-educating and refreshing employees with new energy is important. She celebrated this year’s crowded Convocation as an example of coming together as a community and having the opportunity to share the positive things happening. It was suggested that LC101 alumni come to the Aug. 15 kickoff to share how it helped them. It was also suggested that the LC101 alumni be used/paired as mentors for the new class member. Lisa stated the Saturday, Aug. 20 Adjunct Expo is being planned form 9-2.
Recognition: Sharetta reported a presentation of the employee recognition project was given with positive feed-back from some of the Executive Staff. Ideas from the presentation were to have a monthly meet and greet in order for faculty and staff to become better acquainted and understand each other’s roles. At these events, a sign-in would put the employee’s name into a portal for a chance to win a prize drawn each semester. Other opportunities to have your name entered into the portal for the drawing would come from tokens given out by fellow employees for recognition. This would be a different avenue of recognition geared toward individuals. The information and tracking of the tokens would be housed in HR. We hope to track not only who is receiving token, but also who is giving them out (areas/departments) and the benefits for moral purposes. A pilot of this project is in the planning stages. Sharetta also shared the Random Acts of Kindness ideas of a “RAK shack” coming to different building in the way of a cart to give out “treats” to employees as appreciation. Another idea for employee appreciation is to have food trucks or vendors on campus once a month as an optional lunch choice. Cara suggested Sharetta engage Lou Moritz in this conversation and felt he would have no problem with this idea.
Measurement: Scott explained to Aida that his group was charged with measuring what service excellent should look like College-wide and area specific. His group has developed a service level agreement project proposal to define service excellence through interaction with employees and customers. He shared his group’s second draft of the service level agreement project proposal. He requested input for the SET and hopes to finalize tentative dates, templates, and trainings by the next SET meeting. The proposal will be brought before Executive Staff in June. After approval, trainings will be conducted in July, SLA development will be submitted in Aug. and tracking will start Fall 2016. Scott recommended Della Vanhuss as the replacement on his sub-committee for Emily Danuser who is leaving TCTC.
Service Obstacle System- Cara reported for Richard that the LEAN training program has one session left and that 7 people had agreed to be LEAN coaches. Coach training will take place in June. Lisa Cox is coming on May 31 to share how Clemson’s LEAN program.
Management Accountability: Cara reported she had challenged her team to come up with basic standards of accountability which she has sent to Scott. She gave each SET member a homework assignment to come up with creative ideas of what we can do for Fall to deliver the message to our employees that student success and delivering a TSE is part of our mission and our greatest opportunity to differentiate from our competitors. Scott suggested that a barrier to the customer service model tends to be the idea that the customer is always right. The missing piece is to communicate that we are not giving the student power, but empowering ourselves to give better service. We need to embed that in our message.
Academic – Member At Large: Lynn
Wrap Up:
Review Next Steps for each SET:
Confirm Next meeting – Friday, June 10 at
10:00am in RH 245
