Meeting Minutes
Date: July 8, 2016
Opening
The regular meeting of the SET
was held in RH 245 on Friday, July 8, 2016. The meeting was called to order by
Cara Hamilton at 10:00 a.m.
Present
Cara Hamilton, Scott Jaeschke,
Aida Laham, Kathy Brand, Richard Parker
Absent: Lynn Lewis, Sharetta Bufford, Lisa Anderson
Celebrations:
·
Cara shared the excitement of the building
demolition taking place on campus starting the process of building the new
Student Success Center. She also reported that TC Central is up
and running and 3 new full time staff are being trained. The Greenwood Hall Call Center has been
trained and started taking TCTC calls last Tuesday. Cara reported that in the weekly
debriefing meeting they had taken over 412 one day and 425 the next with 40%
being admission related, 35% being Financial Aid, and others regarding the
business office or registrar. The data shows that the call volume was
underestimated and wait time needed improving. Using this group will be great
for gathering data and improving student service.
·
Scott shared kudos to Deborah Brock who has been
working hard organizing the upcoming Adjunct Expo. Richard expressed some concerns about
relevant topics for the CCE folks during the Expo. Cara suggested he discuss their needs with
Deborah.
·
Aida shared the outcome of the 4-C-able Future
Camp. She stated it was very successful, educational, and emotional for all
involved. The goal of helping the
students see they had opportunities available for a successful future was
exceeded.
Review Decision & Action Tracking from last meeting:
Action items
were reviewed and updated from the last meeting (see tracking chart below).
Update for Sub teams:Communication- Aida reported that her group had the following communication ideas to share: 1) The College vision statement should be posted in meeting rooms and classrooms throughout the College by using the vinyl lettering on walls. 2) Videos of students talking about faculty or staff that have changed their lives and made a difference can be made and shared. 3) Articles can be written in Connections interviewing students telling their stories of how their lives have been positively changed. 4) The vision statement could be put on shirts and worn at the beginning of every semester to be more visible to students. 5) Have the vision statement put on ID card for faculty/staff and possibly students in the future. 6) A Tri-Day shirt for all FTE will be budgeted for and a communication plan for sending out the detailed information on Tri-Day and ordering the shirts will be developed.
Talent Management:
Recognition:
Measurement: Scott shared his updated proposal of the service level agreement project. He asked the SET team to review and make any further suggestions. He requested to be on the Executive staff agenda in late July to present. Cara suggested he set up a meeting with DeHay and Jameison to review the proposal prior to meeting with Executive Staff. Everyone thanked Scott for his hard work on this proposal. Scott also asked the group about the small percentage of staff using skype for business and how we can increase the knowledge and penetration of this resource. Cara suggested Scott gather some data on the % of those using this resource and then maybe we can better communicate and educate/train faculty and staff.
Service Obstacle System- Richard reported that the charter LEAN group training was complete and that projects are being finalized. He asked to report to Executive Staff on Aug.24th. Cathy Strasser has volunteered to gather/organize LEAN projects as they are being completed. Richard stated that smaller projects may not need the participation of the entire steering committee, but larger projects that involve budgets and Executive Staff approval will need to go before the steering committee. Richard also discussed in-house plans for training and yearly reviews. Scott made the suggestion that a LEAN question be added to the hiring/interview process.
Management Accountability: Cara reported her group continues to work to keep service excellence in front of people with constant reminders of accountability and culture change to improve the environment and student success. She shared a brochure Cheryl Garrison brought back from MUSC on IMPROVE: the voice of the customer. The development of a library of specific real world examples from different divisions was suggested. This type of library would be used to share real world stories and make people aware of how service excellence and student engagement changes lives. Another suggestion was to have people watch the videos before signing off on their EPMS.
Academic – Member At Large:
Wrap Up:
Review Next Steps for each SET:
Confirm
Next meeting – Friday, Aug. 12, 2016 at 10:00am in RH 245
