Service Excellence Team 11-11-2016

SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: November 11, 2016
Opening

The regular meeting of the SET was held in RH 245 on Friday, November 11, 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, Lynn Lewis, Laura McClain, Lisa Anderson
Absent:
Celebrations:

·         Cara reported that Greenwood Hall has done a great job as our call center management system during their pilot period.  They have come on campus for additional training with multiple departments to more effectively serve TCTC students who call in. The data we are receiving from them is invaluable. To date they serve 4 technical colleges within our system but are working on an RFP contract with the System Office to serve all 16 colleges.  While waiting on this process to take place, TCTC has decided to continue use of their services through our spring rush period.

·         Scott gave a shout out of praise for the planning of our recent PD day.

·         Lisa gave a shout out of praise to Marianne Yohannan for working with her on faculty development.

·         Cara also mentioned the importance of effective communication and how information should be disseminated within the College, departments, etc.

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 the communication and response for Tri-Day apparel has been successful. To date 355 orders have been placed, with the deadline being November 14.  The orders should be delivered by the end of November.  She hopes to have the link that will provide additional options (such as vests, jackets, shirts) that can be ordered by individuals or departments ready in December. Student order options were discussed. Aida will discuss the option of having items available in the book store with Lou Moritz.  Aida will also work on possible competitive contest wearing the Tri-Day apparel in the near future.
Talent Management: Lisa reported

1) Information on a new Wellness Challenge will be sent out in the near future.  She stated there would be two parts to this challenge:  The first part being that all who participate try to maintain their weight over the holidays, weighing in before and after the holiday season.  The second part will be a 12 week challenge to track healthy activities.  These will incorporate SPARK videos or trainings, along with physical activities to earn points.  Chris Marino will set up a survey to track activities of individuals and teams. Lynn suggested making activities visible to students, such as a walking group on Fridays.

2) Lisa reported that in the last 3 weeks, SPARK, the new learning management system, has had 97 people log-in, 35 hours of training have taken place, and 41 courses have been completed. She stated that LC 101 and other groups will be required to complete courses within the system and all employees will be required to complete compliance training (OSHA, Cyber security, active shooter training, etc.) the first of the year in the system.  She noted the system tracks and can send email reminders of required trainings to employees and supervisors.

3) Professional Development Day data was shared.  80% of FT employees (279) signed up for sessions on PD day. Of those that signed up 88% attended sessions. Lisa stated the sessions were set up to reflect the College’s strategic initiatives. Discussion took place on mandatory requirements of attending PD day activities.  It was suggested to have supervisors encourage employees to participate in PD. Cara suggested adding the results of attendance on PD day into Connections and report out so folks realize how sessions are tied to strategic initiatives.  It was also suggested that sessions be recorded and put into SPARK.  The Spring PD (date to be communicated) will be a half day of training sessions and the other half team/department activities. Richard requested the dates be given out asap for planning.  Lisa asked for suggestions of sessions.  Lynn suggested a session on diversity and inclusion. 

Recognition: Laura McClain reported her team met on Oct. 22. Discussion took place on changing the name of the SweeTCart to the SweeTCarTCrew.  The Cafe has sent pricing figures for cookies, pastries and tea to Laura. The group wants to tie the Sweetcart to employee recognition. The crew will possibly take the treats to the whole department of the nominated employee that is selected.  Ross will be contacting Lou to discuss the food truck options in the spring. Aida shared a communication plan with Laura who has asked her group to all develop a plan for the Sweetcart.  They will meet and finalize a plan using all suggestions. 

Cara asked that reminders be sent out regarding the recognition cards so they can be used often for employee recognition.  They are located in all mail rooms.  Roberta has information on cards if needed.

 

Measurement: Scott will report in December on the SLA training with the library staff due to a change in the training session.  He stated he has been charged with reviewing the bylaws of the Staff Advisory Board to see if revisions are necessary in order for the group to be more effective in accomplishing its objectives/goals.  He requested suggestions and stated F/S needed to be re-educated on the advocacy of the group.  Discussion took place and it was determined that the group needs clarification on its goals, good leadership, and a plan to re-educate members and F/S to rejuvenate SAB’s original purpose. 

Cara stated the SAB in the past planned the Holiday party and asked if the SET would be interested in organizing and implementing the event this year.  Discussion took place on the date, planned activities, incorporating the theme of celebration of service excellence into the party, food and budget.  The group agreed to move forward with planning of the event. Cara will contact Debbie Thrasher and Debbie Powell for information on past planning. She will set up a planning meeting asap inviting Lou and others not on SET to assist.

 

Service Obstacle System- Richard stated he presented 2 session on LEAN during the PD day with 37 people attending.  He had good feedback helping those who attended understand they are empowered to identify obstacles and make changes to improve processes.  He reported he will be starting his own project back up and stated others in the College are working on some major projects such as overnight travel, permission to travel, and P-card processes.  An article in Connections will feature how Lou Moritz has used LEAN to solve an issue in the book store and save the College money. 
 
Management Accountability: Cara reminded the group that the SET will vet the LEAN projects that Richard and Cathy send forward. She mentioned highlights from the article she sent regarding Student Shadowing and User Experience (UX: the term refers to the interaction between a person and a tool or system). Discussion took place on shadowing students to see what works for them and how processes can be improved.  More information on this concept will be presented in the future. 

Academic – Member At Large:  Lynn Lewis suggested having someone within the Chick-fil-a company come on campus to discuss their business’s hiring, employee trainings, and what their company looks for in employees.   This could be on a PD or another time to include F/S and students. Lisa and Lynn will follow up with the manager of the Seneca store to see about his availability.
Wrap Up:

                Review Next Steps for each SET:

                Confirm Next meeting – Friday, Dec. 9, 2016 at 10:00am in RH 245