SERVICE EXCELLENCE TEAM Meeting Minutes Date: January 20, 2017

Opening

The regular meeting of the SET was held in RH 245 on Friday, January 20, 2017. The meeting was called to order by Cara Hamilton at 10:00 a.m.

 

Present

Cara Hamilton, Scott Jaeschke, Aida Laham, Kathy Brand, Lynn Lewis, Laura McClain, Lisa Anderson

Absent: Richard Parker

 

Celebrations:

• Cara gave a debriefing of the holiday party:  Comments shared: Event was well attended, food was good, people enjoyed the entertainment, people stayed and socialized, people enjoyed the pictures with Santa and the prizes/giveaways. Cara thought the communication of the event was sent in a timely manner. Cara stated she sent thank you notes to Reed, Julia West and Cory Doggins. Communication on group pictures with Santa could have been better.  It was suggested that some type of donation for a local charity be collected in the future during the event (ex: canned goods).
  Scott brought forth the question of the possibility that the holiday party coming out from under the Staff Advisory Board and be adopted by SET.  All agreed that Scott’s reorganization of the SAB should not include the holiday celebration. Cara stated that SET could take over this event and use the template of what we did this year to successfully continue moving forward.  Laura indicated her recognition sub-group could spearhead the planning and delegate actions for next year’s event. Lynn reminded the group that the Spring Cookout was the other F/S activity SAB planned. Discussion took place over having the 2 events.  It was noted that the Spring Cookout may not be needed if we continue to do special Food Truck days for F/S as part of recognition.  Scott noted that the major work for the Cookout was provided by the EIT and Welding folks who brought all the equipment and helped with cooking.  It was suggested that if other academic deans would come in and assist then the academic departments could possibly over take the cookout. This would need further information and discussion before moving forward.  Cara stated for the group to think about options for the cookout and discussion will be brought back up in the future.
   
   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 first order of Tri-Day shirts was successful.  Shirts continue to be picked up from her office.  She will send out another reminder for pick up.  Plans for reordering are in process for new employees and those who did not order before the holidays.  It was suggested re-orders be placed twice a year (March and September).  Aida will send communications regarding re-ordering.  Aida also showed some expanded choice options for additional orders paid for by departments or individuals. She is working on the webpage and with the vendor and will report back when plans are final.  Aida will discuss having additional items available in the bookstore with Lou Moritz. 
   
  Talent Management: Lisa reported:

1. Next Professional Development Day is scheduled for March 1, 2017. SC Thrive will be presenting for Faculty and other sessions/workshops are being planned for staff. This has not been announced yet. 
2. Wellness Challenge: 25 five-member teams have signed up to participate. 
3. The third SMART training session begins January 25^th. Once all supervisors have been trained, the training will be opened to interested employees.
4. Blood screening is scheduled for February 1, 2017 on campus.  Currently over 60 employees have signed up to participate. An alternative is to use the voucher at Doctor’s Care for screening.
5. SPARK Update: There are 348 activated users in SPARK at this time.
   There are only 64 employees who have not completed any mandatory compliance courses to date. 284 people have started courses. About 1517 workshops have been completed.  The most common course has been Active Shooter training.  Employees receive email reminders of the January 31^st deadline for the mandatory courses. Discussion took place regarding holding employees accountable for completion of required compliance courses.  All agreed supervisors should convey that this is now a universal standard/expectation with consequence and employees will be held accountable. Lynn acknowledged perhaps expectation discussions should go before PAC or Executive Staff.  
    
   Recognition: Laura McClain reported on the communication plan for the Chick-fil-a food truck are underway.  The sub-committee has a tentative date of March 9^th planned.  Laura is working with Kate Ellis at Chick-fil-a.   The truck will be set up near the atrium between the café and Fulp where an outlet is accessible.  Chick-fil-a will bring box lunches and drinks and will accept cash, debit or credit for payment.  Discussion took place over the number to plan for and how to also allow students to also purchase meals.  It was suggested to communicate early to employees and encourage those who plan to participate to come early.  Advertising will go out later to students. Also discussed was the possibility of having tables set up with surveys, weather permitting.  People completing surveys will have the opportunity to be entered in a drawing.  Lou Moritz will be notified for the café.  Laura’s group will finalize plans and bring the information to Executive Staff for approval.  It was noted that the food truck idea would be piloted on the Pendleton campus. Future plans on the other campuses could be possible, but at this time Brian Swords will be notified regarding this option for employees and a pick-up order for employees on other campuses could be possible.
   Also discussed was the duplication of the employee recognition committee and the SET sub-group for employee recognition.  Solutions regarding this issue were discussed and Laura will meet with Debbie Thrasher and bring back ideas/resolutions to the next meeting.
    
   Measurement: Scott reported the Service Level Agreement work continues but unforeseen obstacles with the library group kept him from moving forward. He is currently working with the Student Development Department and will report his findings from this group at the February meeting and move forward college wide.
    
   Service Obstacle System- no report
    
   Management Accountability: Cara shared websites regarding service excellence.  She had everyone complete a reflection regarding SET.  She will summarize and send out to the group.
    
   Academic – Member At Large:  Lynn Lewis stated she will discuss with Lisa Anderson the possibility of having a speaker from Chick-fil-a be a breakout session on PD day  focusing on customer service, their culture and business model of excellence. 
    
   Wrap Up:
                   Review Next Steps for each SET:
                   Confirm Next meeting – Friday, Feb. 11, 2017 at 10:00am in RH 245                                                                          
    

Service Excellence Decisions and Actions Tracking 

5/20/16	The SET will bring ideas back to Cara regarding how to further communicate to employees the importance of service excellence.	ü
5/20/16	Cara will reach out to the LC101 group that had ideas for revamping the Call Center training	ü
5/20/16	Gayle/Aida will update the group on the options for branding the TCTC logo on items	ü
5/20/16	Lisa will look into inviting LC101 alumni to the Aug. 15 kickoff and possibly pair alumni as mentors for the new class members.
5/20/16	Sharetta will update the group with information and processes on tokens when the employee recognition project charter is finalized.	ü
5/20/16	Sharetta will contact Lou Moritz about possibly having food trucks or other food options brought on campus monthly as appreciation option for employees.	ü
5/20/16	Sharetta will update the group when plans for the “RAK Shack” are finalized.	ü
7/8/16	Scott will finalize the service level agreement project proposal and update the group. After meeting with DeHay and Jameison, he will be added to the late July Executive Staff meeting to present his proposal.	ü
7/8/16	Aida will follow up with the Communication team on how best to operationalize their ideas (Communication update) Once implementation recommendations are approved by SET, some will require Executive Staff approval (based on scope and cost).	ü
7/8/16	Aida and her sub team will follow up on Tri-Day shirt budget, ordering, distribution and communication plan.	ü
7/8/16	Richard to investigate and communicate the best way to inform and engage CCE adjunct faculty
7/8/16	Richard to finalize TCTC Lean Process and work with Marketing to graphically document the process. Process will then be presented to Executive Staff for approval. Presentation to Executive Staff set for August 24th	ü
7/8/16	Kathy will add Richard and Scott and Aida to the Executive Staff agendas as requested.	ü
9/9/16	Aida Laham will present the communication plan for Tri-Day.to the Executive Staff. Kathy will add her to the agenda.	ü
9/9/16	Cara will contact Lisa Garrett regarding featuring the Commissioners in the spotlight section.	ü
9/9/16	Sharetta’s group will finalize plans for the Tokens, Food Trucks and SweeTCart and report back to the group	ü
9/9/16	Sharetta will contact Laura McClain to discuss her taking over as the Recognition SET member. If she agrees, Cara Hamilton will recommend Laura McClain during Executive Staff as a replacement for the Recognition SET member.	ü
10/14/16	Aida will send out an updated timeline on Tri-Day	ü
10/14/16	Jeff will be sending out additional SPARK information for all employees	ü
10/14/16	Laura will follow-up with Ross about pricing items and a budget for the SweeTCarTCrew.  An official plan needs to be developed to include a goal, objective, purpose and cost of the SweeTCarTCrew and brought before Executive Staff for approval.  Laura will report back to the group when a communication plan for the SweeTCarTCrew has been finalized.
10/14/16	Laura will follow-up with Lou Moritz regarding future plans for food trucks.
10/14/16	Lisa/Jeff will send out additional information regarding SPARK, PD day, and SMART.	ü
10/14/16	Scott will update the group after his SLA training with the Library and present next steps. This will be done in December.	ü
11/11/16	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.
11/11/16	Lisa will send out information on a new Wellness Challenge in the near future.	ü
11/11/16	Lisa will send PD results to Lisa Garrett to be put in Connections.
11/11/16	Laura will have a reminder sent out regarding the employee recognition cards.	ü
11/11/16	Laura will follow-up with information/planning for the Food Trucks.	ü
11/11/16	Cara will organize a meeting for the planning of the F/S Holiday party the SET has agreed to plan and implement in the absence of the SAB.	ü
11/11/16	Richard will continue to oversee any LEAN projects that need to come before the SET.	ü
11/11/16	Lisa/Lynn will follow-up with Chick-fil-a regarding having their management present on campus for PD day sharing their business model.	ü
1/20/17	Aida will send out Tri-Day shirt pick up reminders and set the dates for reordering.
1/20/17	Aida will continue to work on the webpage for ordering additional Tri-Day apparel posting options, cost, payment info, etc.
1/20/17	Scott will update the group after meeting with the Student Development department.
1/20/17	Laura will confirm the food truck date/details and get approval from Executive Staff.  Communication will be developed and disseminated.
1/20/17	Laura will spearhead discussions regarding the SET recognition sub-group and the Employee Recognition group.
1/20/17	Cara will review the SET reflections, summarize the information, and send the results to the team.
1/20/17	Lisa will communicate PD day information to faculty and staff and keep all updated on the Wellness challenge, Blood screening, and SPARK compliance training sessions.