SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: October 8, 2019
Opening: The regular
meeting of the SET was held on Tuesday, October 8 2019 at 3:00 a.m.
Present: Cara Hamilton, Kathy Brand, Brandon Rice,
Laura McClain, Beth Brown, Melinda Hoover, Tim Jared, Sisireia Simmons, Aida
Laham
Absent: Lori Burkett
Celebrations:
·
Cara
reiterated her appreciation to all new SET members
·
Kathy
reported providing excellent customer service to a student who showed up in the
President’s office frustrated over difficulties with financial aid. She got him to the proper people who could
assist him.
·
Sisireia
shared her experience working with the Women Build Habitat houses group last
weekend. The new homeowner plans to
attend TCTC and was able to make connections with Jenni Creamer, Mandy Elmore,
Donald White, Marla Cobb, and Caleb Allen.
·
Cara
stated that for Customer Service Week, the Executive Staff will be giving out
logo lunch boxes with an ICARE standards card reminder after the Faculty Staff
meeting on October 9, 2019. The lunch
boxes will be available to all employees at each campus. Cara reported that the SET will need to plan
ahead for Customer Service Week going forward.
·
Discussion
took place regarding the ASEHE (Association for Service Excellence in Higher Education)
memberships and conference in June at Costal Carolina.
·
Laura
gave a positive shout out to the Budd group employee who assisted her in
carrying equipment to the lab in Fulp.
Sub-Team
Expectations: Discussion took place regarding sub-team
expectations. Cara reviewed articles
that she has shared that relate to the SET purpose, how to measure culture
change, and the collection of data. Sub-team goal-setting, outcomes, and
monitoring for success were discussed. It was determined that each sub-team was
to define their goals which should be measurable and time specific. Melinda stated she has reached out to Eileen
Soisson, President of ASEHE at Coastal Carolina regarding the process they went
through for their Accountability sub-team.
Melinda hopes Coastal will share their data and other helpful
information. Cara stated she would also
like to know the biggest challenges Coastal faced and how they overcame them
when gathering information. Melinda will report back to the group when she
receives information.
Updates
from Sub Teams:
Communication:
Aida
Laham reported she has worked on ideas of redesigning the flip book that
includes the ICARE standards, the College mission, vision, and values, and
other information. Discussion took place regarding starting small with the
ICARE standards and holding off on the redesign of the flip-book. Other ideas for focusing on the ICARE
standards mentioned were:
·
Adding the information to the TCTC Course Catalog,
·
Creating ICARE posters to display in all
buildings on all campuses
·
Creating ICARE challenge coins,
·
Distributing badge holders with ICARE
standards
·
Add a quick “shout out” to the recognition
portal for to employees exhibiting ICARE standards through their jobs and
create a reward system for those who earn a certain number or recognitions.
·
Using the EDGE weekly announcements to
reinforce standards
Recognition:
Laura
stated the portal recognition information will be resent with directions on how
to recognize employees. Her sub-team
will be meeting to discuss employee family days. Future fall ideas shared were of an employee
family cookout and a visit to Denver Downs Farm. Spring ideas include employee engagement lunch
and learn sessions and employee/department connections in which areas would
host open house type visits. Laura also discussed adding personal shout outs to
employees in the recognition portal.
Accountability:
Melinda Hoover has reached out to Coastal Carolina and will share information
on what processes they went through to create guidelines for sub committees.
Measurement:
Sisireia
Simmons mentioned Francis Richmond, one of our TCTC success coaches, as a resource
on the culture at Coastal Carolina since she previously was employed there.
Discussion took place
regarding how measurement and accountability information will overlap and the
information Melinda gathers from Coastal Carolina will be shared.
Talent
Management: Brandon Rice reported that on October 15, 2019, the
first redesigned new hire orientation will take place. These scheduled orientations will cover lots
of information about the College, including ICARE standards as discussed previously.
He also mentioned PEBA information and open enrollment.
Commitment
of Excellence/LEAN/Service Obstacle System: Tim Jared asked about identifying
people who have previously served on sub-teams or have done similar work on
LEAN. Cara interjected that Cathy
Strasser would be the best resource for him since she tracked the LEAN
processes for Richard Parker.
Academic
– Member At-Large, D&I, TEE: Lori
Burkett
Management:
Cara
Hamilton requested at the next meeting that each sub-team identify it’s members
and start the process of creating goals.
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, November 12, 2019
