SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: January 14, 2020
Opening: The regular
meeting of the SET was held on Tuesday, January 14, 2020 at 3:00 p.m.
Present: Cara Hamilton, Melinda Hoover, Tim Jared,
Sisireia Simmons, Kathy Brand, Brandon Rice, Laura McClain
Absent: Beth Brown, (Aida
Laham has resigned from team)
Special
Guests: Margaret Burdette
and Sarah Shumpert
Sarah gave a brief review and overview from
the previous consensus workshop. She
provided a program outcome summary for the team to review and to think about
how to best align the sub-committees with the outcomes. Also discussed were examples of activities/tasks
to be developed to align and reach the outcomes. Margaret reminded the team that they were an
advocate group. The role is to assist
those in charge with what must be done to change the culture of the
College. The following action items were
determined following the meeting discussions:
- Committees would be redefined to meet outcomes as follows:
- Program Outcome 1- Continuously improve processes to benefit customers
- Service Obstacle System– Tim Jared and Melinda Hoover
- Program Outcome 2 and 5- Provide Excellent Customer Service Customer Service and Demonstrate Courtesy
- Customer Service - Brandon Rice and Sisireia Simmons
- Program Outcome 3 – Show Pride in the College
- Show Pride – Beth Brown and Kathy Brand
- Program Outcome 4 - Work Cooperatively
- Work Cooperatively – Cara Hamilton and TBD
- Program Outcome 6 – Celebrate Good Customer Service
- Recognition – Laura McClain
- Cara will update the Committee Charter to reflect changes and bring back to the group for review.
- Committees will meet and update and/or create their sub-teams. Send the names of the sub-teams to Cara by the next meeting.
- Committees will start the process of developing a work plan to meet outcomes.
- Committees will develop an assessment plan on how to assess if outcomes are met
- Sarah Shumpert will share a template to assist committees with their planningReview Decision & Action Tracking from last meeting:Action items and Tracking reviewed and updated from the last meeting.
