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
