SERVICE EXCELLENCE TEAM Meeting Minutes December 8, 2017

Opening: The regular meeting of the SET was held via email on Friday, December 8, 2017. The meeting was called to order by Cara Hamilton at 10:00 a.m.

 

Present:  Cara Hamilton, Aida Laham, Kathy Brand, Richard Parker, Lynn Lewis

Absent: Laura McClain, Scott Jaeschke

 

Review Decision & Action Tracking from last meeting:

Action items were reviewed and updated from the last meeting (see tracking chart below).

 

Holiday Party Information: Cara reported the party is scheduled for Wednesday, Dec. 13 from 11:30-1:30 in the café. Everything is organized as follows:

• Lou Moritz is in charge of all food being served and the paper products;
• Kathy has had the flyer made and distributed.  A reminder will be sent on Monday;
• Cara has the music to be played during the party;  
• Cara purchased some decorations and Kathy will oversee the decorations the morning of the party;
• Cara will have gift cards and the decorations used as prizes;
• Kathy will have a basket and slips prepared for people to register for prizes
• Aida will take pictures during the event;
• SET members are encouraged to mingle with employees and stay for clean up if possible
• Cara will our “Santa” this year.
   

Communication: Aida reported she is prepared to have the link for TCTC apparel put online.  After discussion with IT, it was determined it should not go on the website, but should be located on eTC under the Employee tab, then under Celebrate Excellence tab.  Adia will meet with Jason Hart and have the link added, then have a TCTC Announcement sent out to all employees giving the location of the link and directions on how to order apparel.

Talent Management: no one to report at this time

 

Recognition: Laura sent her report stating she has rescheduled a meeting with Pam McWhorter to discuss the status on Cherwell portal. Aida reported Eric Griffith has been approached about finding a cart to use as the Sweet-Cart. He does not have an appropriate cart that can be used. Cara stated that Laura needs to research purchasing a cart and bring quote/estimates to the committee in February for discuss.

Measurement: Cara went over Scott’s reported information with the group. The changes/suggestions are listed in red below for Scott to review:

Based on the results of the 2017 iCARE survey, the following assessment devices are recommended.

• The addition (or emphasis) of three questions in the institution’s annual student survey:
  • “Do college employees make an effort to learn and use your preferred name?”
  • “Do college employees usually share their names when serving you?”
  • “Do you receive grades in a timely manner as committed by instructors?”
  • “Do you receive requested information in a timely manner as committed by instructors?”
• The addition (or emphasis) of two questions in the institution’s annual employee survey:
  • “How do your job duties support the College’s mission?”
  • “How do you identify and/or fix errors mistakes on a daily basis as part of your work?”
  • “Do you receive responses and /or requested information within one business day?”
• Passive collection of the following statistics (by office or department):
  • rates of attendance at graduation, at the student awards banquet, and at division-specific functions such as pinning ceremonies;
  • rates of participation in College funded professional development activities and memberships in professional organizations;
  • and rates of completion of the Speed of Trust program or an analogous exercise.
• Active collection (using work study students) of the following statistics (office, department, or building):
  • number of employees in an area at various times of the day;
  • percent of offices with posted or published office hours (correlated with Starfish);
  • number of employees with customers in their office at various times of the day;
  • percent of occupied offices with open doors and unobstructed windows;
  • and percent of employees encountered whose name can be seen on an ID or tag.

for each of the above recommendations individual employees would not be identified—the focus would remain upon numbers, rates, and percentages.

Service Obstacle System- Richard stated he has met with Kathy Brand and has started a lean process with her regarding the locations of Commission recording. He also stated he has made significant efforts to connect with students in his area. He noted how difficult it has been getting student responses to his efforts, but is determined to continue trying. Cara reported that many lean processes are being reviewed for enhancements that are associated with Banner 9 updates.

Academic – Member At-Large, D&I, TEE:  Lynn requested that her title on the Sub-team SET committee include Diversity and Inclusion (D&I) and Transformative Employee Experience (TEE) Lynn is on these committees and wants to insure that communications/feedback between these groups is being shared.

 

Management Accountability: Cara reported that beginning in January that Executive staff will have scheduled times on the agenda to hear updates from project charters and standing committees.  This will insure people’s voices being heard and keep groups from becoming stagnant.

 

Review Next Steps for each SET:

Confirm Next meeting – Friday, February 9, 2017 at 10:00am in AD 109                                    

 

Recent Service Excellence Decisions and Actions Tracking 

6/9/17	Scott will contact Anne Bryan to be added to the agenda for the next Academic Leadership team meeting for a quick feedback follow-up.	ü
6/9/17	Richard will contact Anne Bryan to be added to the agenda for the next Academic Leadership team meeting to remind the group of LEAN processes.	ü
6/9/17	Laura will contact Jenni Creamer to request furniture for a student area on the second floor of Fulp.
9/15/17	Aida will discuss the location of the link for employees to order apparel with Rebecca Eidson and IT	ü
9/15/17	Aida will contact Eric regarding a cart for Laura’s sub-group	ü
9/15/17	Scott will report back to the group when data is analyzed (late October)	ü
9/15/17	Laura will give the group an update at the next meeting on the progress of the Sweet Cart and a projected timeframe for starting this recognition
9/15/17	Cara will inquire about a replacement for Lisa Anderson for the Talent Management sub-group.	On-going
12/8/17	Aida will follow-up with IT to have the link for apparel put under the employee tab; Celebrate Excellence tab on eTC.  She will have an announcement sent out to all employees for notification.
12/8/17	Laura will research and bring quotes to the group for a cart to be used for the Sweet-cart recognition
12/8/17	Kathy will add the requested names additions to Lynn Lewis’ sub-team title	ü
12/8/17	Scott will review the suggested changes made by the committee and report back to the group in February.
12/8/17	Cara and Kathy will follow-up and complete all items in preparation for the holiday party