SERVICE EXCELLENCE TEAM - 6/8/18

Opening: The regular meeting of the SET was held on Friday, June, 8, 2018 at 10:00 a.m.

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

Absent: Laura McClain

Celebrations:

·         Cara shared information on the retirement celebration set for June 19 at 3:00pm.  This event will recognize employees who have recently retired or will be retiring in the near future.

·         New AVP of Human Resources Marci Leake started June 4, 2018 and has been invited to attend a SET meeting.

·         Laura shared a service/(clinical) excellence celebration for our students- we are 4 weeks into clinicals and two students have already been offered jobs; one site was a new one acquired this year. Both are extremely impressed with our students. Students are usually offered positions toward the end of the externship experience, so this is very nice and rewarding to see for them.

·         Lynn stated Katie Walsh recently had a baby boy and Cara stated Jeff Laws’ wife just had a baby girl.

·         Cara and Scott announced the Bridge Program has officially moved out of Highpoint and will begin in their new location on Clemson’s campus in the fall. Bridge orientations will be held on campus starting next week.

·         Scott held up the members of the search committees for the Advising Directors and TC Central Director, stating they are trying to find candidates that are not only qualified, but who are a fit in terms of embodying service excellence and being able to advance this crucial piece of the College.

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: Aida has checked with the apparel vendor regarding logo placement and has had IT add information on website order page. The logo placement will be on the left chest unless otherwise stated.  Logo colors will remain consistent.  Aida inquired about the vision of the communication team and what other areas she should explore.  It was suggested that she meet with her sub-committee to review and come up with additional ideas for communicating service excellence.  Some ideas shared from the SET included: 1) refreshing Tri-Day and sending communication either through TCTC announcements or emails. 2) look into Tri-Day/logo apparel or name tag badge competitions across campus  3) Writing short articles to be published in Connections to refresh and communicate what service excellence is all about.  This could be done in multiple publications as a reminder of what we want our culture to be and how we demonstrate excellence.  ICARE, what service excellence means, or a summary of service excellence were ideas discussed.  Utilize TCTC announcements to send quick reminders to employees 4) search for solutions regarding how full time staff and faculty may better recognize and know each other.  Find out what is the expectation on campus to know/recognize fellow employees.  Cara will check with IT to see if picture ID on emails can be refreshed.  FTE may need to know how to update their photo to show on email communications. 

Talent Management: Cara will touch base with Marci Leake, new AVP of Human Resources, inviting her to our SET meeting and requesting her to assign someone to the Talent Management sub-committee.

Recognition: Laura reported the following via email:
1)  I have been in communication with Caleb Stone in IT regarding the Recognition Portal and received a little push back regarding other items that were communicated as possibly being more pressing. After I explained we have been on this particular project for a while and several other tasks cannot move forward without the portal, he did say that we cannot move forward with testing on the portal until his modifications to Cherwell are complete, which is slated for the first of July.   2)  I am meeting with the sub-committee on June 18 to give a follow up and begin brainstorming for the future.

Cara will discuss with Laura the addition of a fall employee celebration similar to the holiday event. 

Measurement: Scott stated the summer work studies have been collecting ICARE service standards assessment data.  During the month of May, he has found areas in the data collecting that need tweaking.  He will update and continue to collect information, differentiating between academic and non-academic areas on campus.  Scott shared a draft outline of LC201 with the group. (see attached document) He stated this is a first draft of our version of a service excellence module to help train interested employees to make them power users.  He reviewed the 5 modules, stating much of the information exists, but items such as videos for SPARK, will need to be developed.  These videos could be tailored for students, as well as employees, and used as orientation resources stored outside of SPARK.  Discussion followed with the team asking for the addition of IBEST, the TCTC mission, vision, and values, Lean for Higher Education instead of manufacturing, and DNI.  Scott will update the outline and meet with his sub-committee to review the draft. It was determined that the team needs to review the outline further and send any additional suggestions or additions to Scott by the end of June.  Scott will also meet with Linda Jameison and Mark Doughtery. 

Commitment of Excellence/LEAN/Service Obstacle System: Richard shared his Lean project spreadsheet with the group.  It was suggested that he add a column to show the status of each project and note if projects changed/merged, etc.  Discussion took place over a few of the projects.  Cara asked that Richard share information between Stan Compton and Tom Hiebel to eliminate any crossover and to clarify similar information.

Academic – Member At-Large, D&I, TEE:  Lynn stated her committees are approaching a point where they will be overlapping and they are cognoscente that they can complement each other and our goal is that we are lean in that process instead of trying to duplicate things.  D&I and TEE are now meeting together with an open invitation to attend each other’s meetings.  Data from the last PAC meeting provided information on the TEE.  D&I will also be reviewing the data. D&I will be concluding by target its first project reiteration and deliverables by December of this year. At that point we will be going into the next phase of what D&I will look like moving forward.

Management Accountability: Cara stated she is keeping executive staff informed with what the SET is doing and now she will update Marci Leake and get her up to speed with the SET. 

Review Next Steps for each SET:

Confirm Next meeting – Friday, July 13, 2018 at 10:00am in AD Fiscal Affairs conference room                                   

Recent Service Excellence Decisions and Actions Tracking 

4/13/18	Aida will check with apparel vendor regarding logo placement and will have IT add information on website order page.	ü
4/13/18	Scott will follow-up with Chris Marino regarding having questions added to survey	ü
4/13/18	After Cara’s form approval, Scott will begin having Student Engagement Data collected	ü
4/13/18	Cara will approve the Student Engagement Data Collection form for Scott	ü
5/11/18	Laura will reach out to Caleb in IT regarding online recognition portal	ü
5/11/18	Richard will provide a list of LEAN processes  for the June meeting	ü
5/11/18	Scott will present outlines of Service Excellence modules and determine if the SET budget may need to be adjusted to include media production	ü
5/11/18	Cara will meet with Galen about SAB/Employee recognition/Faculty Senate focus clarification
5/11/18	Cara will get Scott a budget code# for printing surveys	ü
6/8/18	Aida will meet with her sub-committee to review ways of disseminating communications on service excellence.
6/8/18	Cara will reach out to IT regarding picture ID on emails
6/8/18	Cara will discuss with Laura the addition of a fall employee celebration similar to the holiday event.
6/8/18	Scott will adjust his LC201 draft after receiving input form the SET.
6/8/18	Team will send any additions to draft of LC201 to Scott before the end of June.
6/8/18	Scott will review the draft of LC201 with his sub-team
6/8/18	Richard will share LEAN information with Tom Hiebel and Stan Compton
6/8/18	Richard will add a status column to his Lean Project spreadsheet
6/8/18	Cara will reach out to Marci Leake to discuss SET and having a person assigned to Talent Management