Opening: The regular
meeting of the SET was held on Friday, May 10, 2019 at 10:00 a.m.
Present: Cara Hamilton, Kathy Brand, Aida Laham, Scott
Jaeschke, Brandon Rice, Marci Leake
Absent: Laura McClain
Celebrations:
·
Cara
shared a letter from a DACA student expressing her gratitude for the Hazel
Booth scholarship and fee waiver offered by the College.
·
Scott
praised the Bridge to Clemson staff for the execution of all of the
orientations and their efforts to provide excellent customer service. Approximately 970 students are enrolled in
the Bridge program for the 2019 Fall semester, surpassing the College’s goal.
Level
Set: Cara
briefly reviewed the SET Charter from April 2014. She revisited the TCTC service standards that
were developed 2015 including ICARE and the 2015 training workshops lead by
Teri Yanovitch. Cara stated that in 2016,
SET became a standing committee and she reviewed the SET’s purpose. She revisited
the TSE diamond of service standards and stated with new leadership and
support, now is time to re-energize, re-introduce, and re-educate employees
with service excellence. She requested
the group brainstorm ways to do this.
Updates
from Sub Teams:
Communication:
Aida
stated she met with Cara to discuss ways to re-introduce service excellence to
employees. She discussed re-printing the
TCTC Edge in another format to distribute to employees. This publication includes the College’s
vision, mission, and standards. Kathy
suggested reviewing these during Convocation and then distributing. Marci Leake interjected that the service
excellent standards could be added into SPARK as a part of mandatory training
for employees to complete yearly. Scott suggested a desk top eye catching item
with the standards as well as a flip page printed version. Marci added employee recognition could be
tied in using quarterly nominations of person’s who go above and beyond the
service standards. The President could
give out some type of award as recognition for these employees. Also suggested was a spotlight in the new
weekly electronic newsletter that will be starting soon. Service Excellence information would be sent
to Rebecca Eidson who is spearheading this new electronic newsletter. Aida
thanked everyone for their ideas and will move forward with plans to
re-introduce service excellence to employees.
Recognition:
Cara
reported for Laura stating the recognition portal is running. It was noted employees need to be reminded maybe
(by TCTC announcements) that this is a way to recognize and thank people. Discussion took place regarding the
recognition cards available in workrooms.
Aida and Cara will work with Carole Finley in the print shop to re-order
and disperse to all workrooms and campuses.
Also mentioned was the possibility of using E-Cards as recognition. Cara will share information with Laura
regarding the possibility of using E-Cards.
Measurement:
Scott
stated that he and his wife will be moving to North Carolina due to her new
job, but he plans to continue working on the program development module scripts
for SPARK and assist with the transition of his successor if possible. Discussion took place regarding how the measurement
and program development roll has evolved. Cara stated she believed that the
initiatives Scott has worked on need to be measurable and program development
is equally important. Going forward
changes may need to occur moving program development from measurement. Scott
will continue to work on scripts with the objective that departments can engage
and enlighten viewers through their videos.
Talent
Management: Brandon allowed Marci Leake to give the Talent
Management report. Marci stated that HR
is now using NeoGov for recruitment and advertising. This new tool has had positive results. She used the new VP of Academic Affairs
search as an example. Over 140 applicants
have been narrowed to 25 and the search committee is underway streamlining the
process. Marci stated HR is looking into using other new tools, such as Equifax,
an electronic employee verification for reference, to assist with the hiring
process. Marci reported that employee
letters of notification of the state mandated 2% salary increases have been
distributed and that bonus information will be given in the near future. Brandon is working on employee benefit perks
such as the mobile mammogram bus, and she reported the wellness center has new
equipment for employees to use. Marci
discussed the development of the building leadership programs and emerging
leaders programs, as well as increasing the use of SPARK as a resource for
employees. Discussion also took place on
making the onboarding experience for new employees more desirable by the
updating information and using more electronic information in the onboarding
packets. Marci concluded stating the
College is using a new provider for background checks to make the process more
effective and efficient.
Commitment
of Excellence/LEAN/Service Obstacle System: Cara continues to look for a
representative for this committee on SET. She requested the team help identify
people for vacancies on the SET.
Academic
– Member At-Large, D&I, TEE: Cara
requested the team help identify people for vacancies on the SET. Kathy
suggested Mia Tensley, the past chair of faculty senate, as a possibility for
this committee.
Management
Accountability: Cara
stated it is her job to keep service excellence in front of the College’s
leadership. She stated she was pleased
that Dr. DeHay has students and service excellence as a high priority as he
begins his tenure as President at TCTC.
Review
Decision & Action Tracking from last meeting:
Action items were reviewed and updated
from the last meeting.
Tracking is to be reviewed and updated.
Confirm Next meeting – Friday, August 9, 2019
