Opening: The regular
meeting of the SET was held on Tuesday, September 10, 2019 at 3:00 a.m.
Present: Cara
Hamilton, Kathy Brand, Brandon Rice, Laura McClain, Beth Brown, Melinda Hoover,
Tim Jared, Sisireia Simmons
Absent: Lori Burkett,
Aida Laham
Celebrations:
·
Cara
welcomed the new SET members. She shared a celebration in which she
assisted a student who was attending orientation. Her friend inquired about
getting his GED. Cara took them over to the IBEST office to get
information on Adult Ed, GED’s and a pathway to TCTC. Both were grateful and
excited about TCTC.
·
Laura
shared that one of her students came to her after completing a service-learning
project sharing how it changed her bias and attitude toward the homeless
community. The experience was positive for the student, her family, and
the community
·
Brandon
shared how the HR team enjoyed spreading cheer throughout the campuses
providing welcome back treats.
·
Melinda
shared how the program IBEST instills appreciation and gratitude by writing
personal thank you notes to those who assist with their class.
·
Sisireia
shared how she requested to have the student radio station playing in Ruby
Hicks TC Central area. She noted that students are using this area more
frequently for studying, working on group projects, relaxing, etc.
·
Tim
shared how Heidi Reeves has worked beyond her normal duties to assist students
interested in the CNC program. She met with three potential students at
their workplace who were interested in the CNC program to share information
needed for enrollment. She also assisted one student with the equipment
funding needed to enroll.
·
Beth
noted her prior background working for companies that stressed service
excellence. She stated one reason she wanted to work at TCTC was that she
saw how much employees care about the students and how they always try to
provided service excellence.
Cara Hamilton began the meeting reviewing
the Committee Charter and the Service Excellence Strategy. She identified the
purpose of the service excellence effort and the SET (Service Excellence
Team). She went over the history of the SET, the development of the ICARE
standards, and the consultants that assisted with training sessions. Cara
shared two books that she has found helpful explaining customer service
excellence: Unleashing Excellence by Dennis Snow and Teri Yanovitch and Elevating
Customer Service in Higher Education: A Practical Guide by Eileen Soisson,
Heath Boice-Paree and Emily Richardson.
Kathy gave a quick overview of the SET
meetings minutes and action items. She shared a copy of the SET decisions
and action tracking with new members, stating the tracking began with the first
SET meeting in March of 2015 to the present.
Cara explained that during SET meetings
each sub-committee team leader gives updates/reports. She continued by sharing
past examples of actions from each sub-committee that include: ICARE
agreements, secret shopper, Tri-Day events, the recognition portal development,
Lean Process training, and the College holiday party. Cara stated she
would send each new committee leader the chapter from Teri Yanovitch’s book
that details how the sub-teams work to provide information and ensure service
excellence.
Updates from Sub Teams:
Recognition: Laura McClain
shared with new members how her sub-team focuses on recognition. She
listed different ways her team has worked to provide recognition such as:
Chick-fil-a Day food truck on campus, TCTC recognition cards (available in work
areas) to send to people, the new recognition portal, and the SweeTCart
plans. Laura demonstrated how the recognition portal works and asked new
members to use it and share feedback for tweaking prior to reminders being sent
to all employees on using the portal. Cara mentioned we might look into
E-cards for recognition in the future.
Communication: Aida Laham/ Beth
Brown: Cara reported for Aida stating that she was working on revamping
the ICARE standard information in a new format to distribute. She also
stated she will follow-up with Aida regarding the reprinting of recognition
cards for all campus work areas.
Due to time restraints, Cara concluded the
meeting by thanking everyone for being part of SET and asked that they bring
ideas/reports to the October meeting with names of people who possibly would
serve on their sub-committee to assist.
*The following sub-committees for the new
members are subject to change. The SET will determine which member is the best
fit for each role.
Measurement: Sisireia Simmons
Accountability: Melinda Hoover
Talent Management: Brandon Rice
Commitment of
Excellence/LEAN/Service Obstacle System: Tim Jared
Academic – Member At-Large,
D&I, TEE:
Lori Burkett
Management: Cara Hamilton
Secretary: Kathy Brand
Review Decision & Action
Tracking from last meeting:
Action items and Tracking reviewed and
updated from the last meeting.
Confirm
Next meeting – Tuesday, October 8,
2019
Kathleen C. Brand
Kathleen C. Brand
President’s Office
Tri-County Technical College
P.O. Box 587
Pendleton, SC 29670
Phone: (864) 646-1774
