Present: Cara Hamilton, Kathy Brand, Scott Jaeschke, Richard
Parker, Laura McClain
Absent: Aida Laham, Lynn
Lewis
Celebrations:
- Cara shared that Summer 2018 enrollment is up 5.5%. She stated this is great for the College and a reflection of what we do and how hard we work to let students know we want them here. She is hopeful this trend with enrollment continues on into the fall.
- Kathy provided kudos to Tina Burton for appropriately handling a difficult parent situation using excellence service and upholding the College’s integrity. Kudos to Dr. Booth for backing her decision 100%.Review Decision & Action Tracking from last meeting:Action items were reviewed and updated from the last meeting (see tracking chart below).Tracking was reviewed and updated.Updates from Sub Teams:
Communication:
no
report
Talent
Management: Cara
hopes to have a new member by the end of June.
Recognition:
Laura
reported IT issues with getting the recognition portal completed. Cara suggested she contact Caleb in IT to
help resolve the issues and get the portal ready to go live.
Measurement:
Scott stated that the student service
surveys are ready to be printed and he plans to start assessing during the
summer session. Scott stated the data
gathered this summer will provide information and/or issues prior to the full
launch in the fall. Cara will get Scott a code for
printing. Scott also presented his rough
draft outline of a five-module service excellence training program for the
team’s approval. This would be our adaptation of the ideas from Coastal
Carolina:
- a module conveying the history of the College;
- a module reviewing the support services offered by the College (able to be waived with proof of recent LC101 completion);
- a module providing a detailed profile of our student “fingerprint”—the demographics and common needs of our three or four common student clusters;
- a module reviewing the iCARE standards, the service excellence diamond, and the current QEP;
- and a capstone meeting with Dr. Booth and the Executive Staff members (envisioned as a brief reception at the end of a regular Executive Staff meeting)
Scott stated his thought
is to make each of the first four modules mixed media between pre-recorded
videos and an in-person debrief meeting. Discussion followed deciding to start
with the 5 modules, then review and assess after a year or two and determine if
additional modules need to be added or if modules need to be separated into
multiple parts. Scott will have an
outline of the modules at the next meeting.
Cara asked Scott to think about FY19 budget items, such as video costs,
that may be needed moving forward with the modules. Scott stated with Bridge
housing moving on campus next fall, his job description will be evolving to
include ongoing service excellence measurement.
Commitment
of Excellence/LEAN/Service Obstacle System: Richard stated a
faculty member has recently turned in a lean process. Cara asked Richard to
have Cathy S. prepare a list of lean processes that have been started/are in
process/or completed so the group can review at the next meeting.
Academic
– Member At-Large, D&I, TEE:
Management
Accountability:
Review Next Steps for each SET:
Confirm Next meeting – Friday, June 8, 2018 at
10:00am in AD Fiscal Affairs conference room
