A virtual meeting of the SET was held on
Friday, Aug. 11, 2017.
Present:
Absent:
Celebrations:
Review
Decision & Action Tracking from last meeting:
Action items were
reviewed and updated from the last meeting (see
tracking chart below).
Virtual
Update for Sub teams:
Communication- Aida:
- I have completed the sign-up period, ordered the shirts for new and current employees who missed the first sign-up period.
- We had a small issue with the shirts but nothing that couldn’t be fixed and we successfully received the new shirts and employees have been coming in to pick up their shirts.
- I am excited to announce that I have a new member on my sub team and that is Lori Morrissette. Also, I do have two more people in mind that I would like to talk to and ask them to join my sub team. I am certain they are going to be a great addition to my team.
- Once I have a complete sub team, I am going to send out the e-mail that mentions the website where employees can order more TCTC apparels. I have had such a great response and people are already asking about it (which I am very happy about). I have also shared it with a couple of employees and it was a success.
Talent
Management: Lisa:
Recognition:
Laura:
- I have made two attempts at meetings and the majority of members have had to cancel.
- We have logos for the SweeTCarTCrew- items to serve- Paul Phelps stated making a cart would be expensive, so we need to look at possibly purchasing a more inexpensive cart.
- I just found out Von is no longer with the college in IT (which makes sense why she has not responded to calls and emails). Jeanne will take over with the Cherwell/Recognition Portal. We have a meeting scheduled with the team for 8/24 with all members accepting including Jeanne. Hope to have more then. Will also be brainstorming with future ideas for recognition.
Measurement:
Scott:
- For the measurement group we are anticipating receipt of iCARE service level agreements from across the College during the next two weeks. I presented twice to the Academic Leadership Team and I was invited to present at department head meetings in three of the academic divisions. Response in-person was generally positive and the academic deans affirmed their expectations that agreements would be developed and submitted by September 1.
- Once we have the agreements we will begin the three-fold work of analysis: laying out what everybody said to get a “fingerprint” of the College today; drawing out keywords and ideas for qualitative analysis; and determining what we can now assess in terms of performance. This is likely to take at least the months of September and October; a hope is that by the time of the November committee meeting our initial results can be presented.
Service
Obstacle System- Richard:
- I have reported to the Executive Leadership folks on our Lean Initiative, letting them know that many lean projects are being carried out behind the scenes, but we have no way of tracking them or their results.
- I met yesterday with the Banner 9 transition group, and encouraged them to ask for “lean” help as they plan process changes associated with the transition.
- I have a one-page draft handout to send to the Executive Leadership Team next week, to share with their faculty/staff, with the goal of encouraging them to seek help with projects, allowing us to better track activity.
Academic
– Member At-Large: Lynn
Management
Accountability:
Cara
asked for responses to the following questions:
- “If we had ONE message we wanted to be sure we conveyed about Service Excellence and our Service Standards across the College, what would it be?
- What do you think would be the best way to convey that message?
Scott J.: My response is inspired by the
feedback that I’ve received from some of our faculty colleagues as I canvass
for the iCARE service level agreement. A few people have voiced concern about
viewing education through a lens of service at all: if we think of our students
as customers to be served we run the risks (in their eyes) of undermining the
appropriate student/teacher relationship and of discouraging self-efficacy in
the learning process.
While this does not match my
personal view I acknowledge that from a faculty perspective it can be a natural
starting point. So the one message that I would want to convey about service is
that adding service standards to existing metrics can improve
faculty/student relations and improve student learning outcomes. My
sense is that this message will be most palatable to faculty members if they
hear it from other faculty members. This may suggest a campaign to solicit
personal buy in from department heads and program coordinators who will then
spread the word face-to-face as part of their normal business with instructors.
Laura M: I think in a nutshell my message
would be:
Service Excellence begins with ME!
If I expect the best of myself, it will reflect in the way I perform my job, my
relationships with colleagues, students, vendors, external organizations, etc.
This will reflect in a TSE and TEE here at the college.
The BEST way to convey that is my
attitude toward others. I get feedback from students on how they appreciate the
time I spend with them during advising or taking the time to assist them (not
trying to toot my own horn, this is just the way I believe it should be done).
Hopefully my colleagues see the same.
My
response may be more elementary, but I do believe the weight of its importance!
Review Next Steps for each SET:
Confirm Next meeting – Friday, September 8, 2017 at
10:00am in RH 245
Service
Excellence Decisions and Actions Tracking
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2/10/17
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Lisa
will have PD day information sent to all F/S
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ü
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2/10/17
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Laura
will finalize plans for the Chick-fila food truck day March 9th,
present to Executive staff, and send out all communications.
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ü
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2/10/17
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Richard
will meet with Galen DeHay regarding LEAN
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2/10/17
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Lisa
will add the suggested PD day session ideas to her list of future
presentations: Jo Ann Avery, Chick- Fila, Publix, and SPARK training.
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ü
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3/10/17
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Cara will follow-up with Scott regarding
the time frame suggested for managers to facilitate it with their teams.
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ü
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3/10/17
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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.
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ü
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3/10/17
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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.
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ü
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3/10/17
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Laura will give an update in April on the
SweeTCart for recognition and the
recognition portal.
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ü
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3/10/17
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Aida will send out the communication
when the Apparel ordering website goes live. The email will have the link for
employees to place individual or department orders.
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ü
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3/10/17
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Aida will contact 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.
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ü
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3/10/17
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Aida needs to rebuild her Communication
sub-team in order to have assistance on projects. Send her suggestion of people who could
possibly serve.
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ü
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4/14/17
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Cara will contact Eddie Amans regarding
the AED to be placed at Highpoint Success Center.
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ü
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4/14/17
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Scott will complete the I-Care
assessment.
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ü
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4/14/17
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Laura
will follow-up with IT regarding the recognition on the portal
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ü
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4/14/17
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Aida will have communication regarding
ordering apparel sent out with links and directions/explanations.
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ü
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5/12/17
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Scott
will meet with Anne Bryan to be added to the agenda for the next Academic
Leadership team meeting.
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ü
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5/12/17
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Laura will meet
with her team regarding the SweeTCart (June 12, 2017) and report back to SET
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5/12/17
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Aida will send
out communication to all employees regarding the portal to order
apparel.
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5/12/17
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Aida
will communicate directions to new employees and those who missed the first
free shirt order.
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ü
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5/12/17
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Scott
will present information and take ICARE to the next step, calling for actions
to be turned in by Sept. 1. He will
then begin to assess.
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ü
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6/9/17
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Scott
will contact Anne Bryan to be added to the agenda for the next Academic
Leadership team meeting for a quick feedback follow-up.
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ü
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6/9/17
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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.
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ü
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6/9/17
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Laura will
contact Jenni Creamer to request furniture for a student area on the second
floor of Fulp.
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