SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: March 10, 2017
Opening
The regular meeting of the SET was held
in RH 245 on Friday, March 10, 2017. The meeting was called to order by Cara
Hamilton at 10:00 a.m.
Present: Cara Hamilton, Aida Laham, Kathy Brand, Lynn
Lewis, Laura McClain,
Absent: Lisa Anderson,
Richard Parker, Scott Jaeschke
Celebrations:
·
Cara mentioned the Obstacle Course that Student Services had
on campus this week for the enjoyment of students and F/S. It was announced that they had an excellent
turnout, perfect location, and beautiful day.
·
Chick-Fil-a Day went well and all that participated enjoyed
the opportunity to have an option for lunch.
Leftover food was donated to the construction workers and police
department.
·
PD Day’s Poverty Simulation was effective. Feedback from different departments has been
good. Overall the investment of time and
money was well worth the activity.
·
RN Expo was a great success.
12 Colleges were represented with over 90 students and 21 alumni
attending. The Expo was student run and
presented information on the opportunities of continuing education for BSN.
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 website for ordering
additional TCTC apparel is 99% complete.
She stated she has completed a test order and processes seem to be ready
to go. She stated the individual placing
the order online will receive a phone call to process the payment. Aida will send out the communication when the
site goes live. The email will have the link for employees to place individual
or department orders. The website should be ready before the end of March. Aida will also communicate with HR to get a
list of new employees who will be able to order their first shirt free. She will cross reference her list of those
employees who did not order their free shirt during the first round. Going forward, only new employees will
receive emails regarding the free shirt order. All others will only be able to order shirts
from the site paying individually.
Aida needs to
rebuild her Communication sub-team in order to have assistance on
projects. Send her suggestion of people
who could possibly serve. Her next project will be starting the competitions of
Tri-Day.
Talent Management: no report
Recognition: Laura McClain reported 203 Chick Fil A
meals were served during the Food Truck pilot. 81 meals were sold during the
busiest hours of 12:00-1:00. Gift
baskets will be given to 10 winners selected from those who complete a survey
monkey giving feedback for the event. Leftover food was donated to our
construction workers and the local police departments. It was noted that this
was a pilot for recognition and that more students participated than faculty.
Laura stated that we tried something new and she was pleased with the hard work
of her team. Many that participated thanked the team for having the food truck
on campus. Laura thanked her sub-team for all of their hard work.
Laura stated
her sub-committee’s next project will be the SweeTCart for recognition. She
also stated the recognition portal is almost completed. She will report back on
these items in April.
Measurement: Scott report was done via email as
follows:
·
We appear to have struck gold with the idea of having
individual departments spell out what the iCARE standards look like in practice
in their work areas. People in my test groups were engaged and even, dare I say
it, excited about having those discussions.
·
In the same breath, the act of facilitating these
conversations took an inordinate amount of time and required a lot of pauses
for reflection and clarification.
·
Ultimately it seemed like the task of relating iCARE
standards to individual work needed to be its own stand-alone process similar
to Margaret’s outcomes exercise. Possibly even one that is scaled up to the
level of a Professional Development Day activity or session.
SO, what I propose is
that we take the iCARE portion of the Service Level Agreement and identify a
day during the summer or fall when managers will facilitate it with their teams
as a half-day activity. Once this is done it may be the case that the original
goals of the SLA are accomplished and we will have the measurable service
standards that we need in order to move forward with measurement. In such a
case the annual question would morph from “What are our agreed-upon levels of
service?” to “How are we embodying the iCARE standards now?”
Cara will
follow-up with Scott regarding the time frame suggested for managers to
facilitate it with their teams.
Service Obstacle System- no report
Management Accountability: Cara presented
the reflection list to Executive staff and received feedback. She reviewed the listed items under “What
still needs work?” It was determined that the group should wait and discuss the
feedback at a later date due to low attendance at the meeting.
Cara will
follow-up with Rebecca Eidson regarding the announcement of the graduation
location being changed from the Civic Center to the Garrison Arena for Spring
and Summer.
Cara will also
contact Lisa Anderson about displaying the Wellness challenge boards during the
F/S meeting March 14th. Rebecca Eidson or Lisa Garrett may have
pictures of all of the boards that could be shown in a slide show prior to the
meeting if the boards cannot be moved.
Academic – Member At Large: Lynn Lewis stated she received perspectives
from Faculty and Staff on the Poverty Simulation. Most were positive.
Wrap Up:
Review
Next Steps for each SET:
Confirm Next meeting – Friday, April
14, 2017 at 10:00am in RH 245
