SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: September, 2018
Opening: The regular
meeting of the SET was held on Friday, September 14, 2018 at 10:00 a.m.
Present: Cara Hamilton, Kathy Brand, Scott Jaeschke,
Brandon Rice, Lynn Lewis
Absent: Laura McClain, Richard
Parker, Aida Laham
Celebrations:
·
Cara
Hamilton welcomed Brandon Rice to SET and briefly summarized the guiding
principles, service standards, I-CARE, and sub-committees for him.
·
Scott
praised Lori Morrissette, Linda Jameison, and Mark Dougherty for their efforts
in continually improving the welcome back activities for student’s year after
year. The level of the EDGE activities targeted at welcoming students has
consistently improved as a structured plan for on boarding students into
college life.
·
Lynn
stated that Richard brought his wife home and Cara added that due to his
responsibilities that Richard requested finding a replacement for his spot on
SET.
·
Cara
mentioned how pleased she was to see students using the Student Success
Center. Seeing students engaged and
hanging out in a facility built for them is confirmation that the building was
needed. Cara also updated the group on the Ruby Hicks renovations.
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:
Cara
discussed Aida’s action items regarding new employee’s. Brandon stated he will send her the list of
new employees so she can email them regarding their free TCTC shirt. Brandon suggested this order be done
quarterly instead of twice a year since new employees would appreciate a shirt
as recognition in a timely manner.
Brandon also had the idea of making the TCTC shirt form part of the new
employee onboarding process. This way
new employees can submit their form during onboarding and Brandon can send
these shirt orders to Aida directly. Aida and Brandon will meet to discuss this
option. Aida needs to be sure an email/TCTC Announcement is sent to all
employees reminding them that TCTC apparel is available for purchase in eTC.
Talent
Management: Cara
explained that Lisa usually reported on talent management initiatives.
She requested that Brandon start at our
next meeting. Scott asked if the College could have a leave donation bank. Brandon stated we had one, but it was not set
to designate leave to a specific person at this time. Presently it was done case by case. Lynn asked as an option if local travel could
be compiled and donated to the Foundation at the end of the year instead of
reimbursed the employee. This would be a
good option/way of giving back to the College.
Brandon stated employee open enrollment
was coming up in October. He hopes to
have a Health fair during October to give employees many options. Lynn praised the pregnancy announcement and
suggested integrated holistic medicine as an option.
Recognition:
Cara
reported that Laura stated the Portal recognition is up but has some
glitches. IT is working to resolve the
problems. Some of the College’s IT
employees are attending a Cherwell conference next week and hopefully will come
back with a solution to our issues so this form of recognition can move
forward. Laura will update the group at the next meeting.
Measurement:
Scott explained to Brandon the assessment
process he is using to identify “how the College is doing in regards to
customer service, employee experiences, etc.” using data gathered from
different surveys. He stated he hopes to
have most surveys complete by the end of the semester so data can be analyzed
and shared. He also updated the group on LC 201. His goal is to have a draft by our next
meeting. Scott noticed student’s lack of awareness of differentiating academic
offices from administrative offices. Lynn stated many offices in Fulp are
incorrect on the directories due to faculty constantly moving. They have tried to update the directories and
signage. She also stated that some
people are still covering their office windows.
Cara suggested adding administrative offices to the scavenger hunts done
during welcome back week. Scott stated
this type of activity is already in place but will speak to Lori M. about
expanding the list of offices to include administrative offices going forward.
Commitment
of Excellence/LEAN/Service Obstacle System: Cara explained
the Commitment to Excellence/LEAN/Obstacle process to Brandon. Cara will see
about replacing Richard on SET.
Academic
– Member At-Large, D&I, TEE: Lynn
stated the D&I group is taking ownership and updating links to the get
connected tabs for diversity. She also
stated the first project charter has been completed and they are moving into
the next phase for D&I.
TEE: Lynn stated the rollout phase for TEE
members is in progress. Team members are reaching out to each unit at the
College to meet with employees to talk about next steps in bringing our shared
vision for the TEE to life. Employees will be asked to consider what they can
do to ensure we create the culture we wish to have at the College. She stated
her area is having a department head retreat to discuss putting this process
into action.
Management
Accountability: Cara
updated the group on an Arthrex presentation she attended stating how this new
local industry will be impacting the College and our community. TCTC will be training part of their
workforce. She stated Anthrex sets the
standard for making their employees feel valued by providing excellent health
care, a café, bonuses, vacation packages, etc.
TCTC can use this company as an example for in making employees feel
recognized and valued.
Review Next Steps for each SET:
Confirm Next meeting – Friday, October 12, 2018 at
10:00am in AD Fiscal Affairs conference room
Recent
Service Excellence Decisions and Actions Tracking
|
5/11/18
|
Cara will meet
with Galen about SAB/Employee recognition/Faculty Senate focus clarification
|
ü
|
|
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.
|
ü
|
|
6/8/18
|
Cara will reach
out to IT regarding picture ID on emails
|
ü
|
|
6/8/18
|
Cara will
discuss with Laura the addition of a fall employee celebration similar to the
holiday event.
|
ü
|
|
6/8/18
|
Scott
will adjust his LC201 draft after receiving input form the SET.
|
ü
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|
6/8/18
|
Team
will send any additions to draft of LC201 to Scott before the end of June.
|
ü
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6/8/18
|
Scott
will review the draft of LC201 with his sub-team
|
|
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6/8/18
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Richard will
share LEAN information with Tom Hiebel and Stan Compton
|
ü
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|
6/8/18
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Richard will add
a status column to his Lean Project spreadsheet
|
ü
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|
6/8/18
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Cara
will reach out to Marci Leake to discuss SET and having a person assigned to
Talent Management
|
|
|
7/13/19
|
Aida will
research the TCTC video on You Tube and see if it is online or on our
webpage.
|
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|
7/13/18
|
Aida will
discuss possibly using tokens for employee Tri-Day incentives with Laura
|
ü
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|
7/13/18
|
Cara
will follow-up with Marci Leake on the addition of a person to represent
Talent Management on the SET. Brandon Rice will be our new subcommittee chair
|
ü
|
|
7/13/18
|
Scott will move
forward with his drafts/revisions and begin communication with home offices
|
ü
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|
7/13/18
|
Aida will
discuss suggestions with her subcommittee and move forward in August with
Tri-Day competitions among departments
|
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|
7/13/18
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Laura will
update the group on the portal at the August meeting
|
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7/13/18
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Kathy
will add Brandon Rice to the SET group emails
|
ü
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|
9/14/18
|
Kathy
will send Brandon Rice the full SET tracking document
|
ü
|
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9/14/18
|
Brandon will
send Aida an updated new employee list
|
|
|
9/14/18
|
Aida and Brandon
will meet to discuss having the shirt order completed as part of new employee
onboarding
|
ü
|
|
9/14/18
|
Aida will have a
communication reminder sent to all employees regarding ordering TCTC apparel
through eTC.
|
|
|
9/14/18
|
Cara will find a
replacement for Richard on SET
|
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|
9//14/18
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Laura will
update the group on the portal at the next meeting
|
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|
9/14/18
|
Scott will talk
to Lori M. regarding expanding the scavenger hunt activities to include
administrative offices.
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