SERVICE
EXCELLENCE TEAM
Meeting
Minutes
Date:
March 10, 2020
Opening: The regular
meeting of the SET was held on Tuesday, March 10, 2020 at 3:00 p.m.
Present: Cara Hamilton, Melinda Hoover, Kathy Brand,
Brandon Rice, Laura McClain, Beth Brown
Absent: Tim Jared, Sisireia
Simmons
Celebrations:
· Cara
Hamilton stated that during the February Professional Development day a Bridge
student and parent showed up on campus from out of town and needed to talk to
someone regarding financial aid. Adam
Ghiloni took time from his PD session to assist this student and parent, going
above and beyond with customer service.
· Melinda
stated she recently had the flu and was appreciative of how her co-workers
stepped up during her absence and covered her classes and office tasks. She said they went above and beyond to assist
and it felt great knowing co-workers have each other’s back.
· Laura
stated a group of her students presented Dr. Chaudhry with an appreciation
basket of goodies for his support of their program. She was impressed that they
did this on their own accord showing their appreciation.
Update
from sub-teams:
·
Service
Obstacles/Lean- Melinda
reported the members of their sub-team as Cathy Strasser, Wade Pitts, Sarah
Shumpert, and Ken Fletcher. She stated
she met with Galen DeHay and has his support moving forward. Melinda stated she and Tim will be contacting
the person who did the original training here on campus and inquire about
possible retraining or information on developing processes and procedures for
employees to follow. Melinda stated the goal is to have a meeting to gather
information prior to the next SET meeting in April. Cara recommended that Tim and Melinda meet
and begin planning the process of submitting and mapping obstacles and the
process of communicating to those submitting.
·
Customer Service- Brandon reported their
sub-team (Tina Burton, Jessica Hanning, Berdina Hill, and Ashley Silvey) met on
Feb. 3, 2020. The sub-team reviewed the
history and charter of SET. The group will use Microsoft Teams to communicate
and store documents and files for the sub-team. The group was charged with
brainstorming ideas to promote Customer Service before the next meeting, March
18, 2020
·
Working
Cooperatively- Cara
reported she has emailed all of the Deans, CCE, and the Foundation for
recommendations for her sub-team. She
hopes to have 4-5 diverse members soon.
She plans to meet with her sub-team to brainstorm what working
cooperatively looks like and to develop a plan to encourage working
cooperatively.
·
Showing Pride- Beth and Kathy
reported they met with their sub-team on February 25, 2020. The team includes: Amanda Donald, Brittney
Talbert, Breanna Johnson, and Jenelle Peoples. Kathy briefly reviewed the history and updated vision
of the Service Excellence Team and sub-Committees. The following ideas were discussed and a plan
of action was developed for each idea.
o
New
employee TCTC shirt: HR is in charge of giving all new
employees their first TCTC shirt during onboarding. They also give employees information on where
additional apparel can be ordered.
o
Welcome
to TCTC: Someone from
the Showing Pride committee will send new employees a card and visit them to
welcome them to TCTC. A small TCTC gift
will be given to them. New employees
will receive information (link) on where to order additional TCTC apparel or
look into specialized/individual department apparel.
o
TRI-DAY: A plan will be developed to celebrate TRI-Day
every Friday by wearing TCTC apparel. A
weekly employee winner will be awarded small prizes for showing TCTC pride and
announced in the Weekly Edge. A Monthly TRI-Day drawing will take place; possible
ideas- a monthly designated parking space. Winner will have picture with the
President. Communication on TRI-Day will
be sent in the Weekly Edge and by TCTC announcement emails. A link to TCTC apparel purchasing will be
included in the communications.
o
TCTC
Birthday Party:
Tri-County Technical College opened its doors on September 10, 1963 with
919 students enrolled. Have a birthday party celebrating the opening of
TCTC. Have a large cake and invite
people to stop by and learn about the history of the College.
o
Pride
Contest between departments: Future ideas TBD
o
Message
Boards Pride contest between departments: TBD
·
Recognition- Laura stated her
team will meet on March 12, 2020. They
will begin planning activities for next fall and spring and possibly a small
activity during the summer. Laura reported that the group will also revisit and
discuss the SweeTCarTCrew. This snack cart
will recognize people/departments according to a developed criteria. Laura reported on use of the recognition
portal. She stated it is difficult to
track but stated it is not being used as often as hoped. More information can be sent to employees
encouraging them to use the Recognition Portal.
The sub-team will discuss ideas.
Review
Decision & Action Tracking from last meeting:
·
Kathy
asked about the SET budget for FY21.
Cara stated she hopes to increase the budget to include future plans/expenditures
and conferences.
·
Cara
asked the group for a general pulse for SET.
Discussion took place on engaging new people on sub-groups, adding value
to the College with good customer service, and seeing the results of slowly
changing the College’s culture. Cara thanked the group for their time and
passion in helping move the needle with this culture change.
·
Brandon
mentioned the Health and Benefit Fair being held March 26, 2020.
·
Action
items and Tracking reviewed and updated from the last meeting.
Confirm Next meeting – Tuesday, April 14, 2020
