SERVICE EXCELLENCE TEAM
Meeting Minutes
Date: February 11, 2020
Opening: The regular
meeting of the SET was held on Tuesday, February 11, 2020 at 3:00 p.m.
Present: Cara Hamilton, Melinda Hoover, Tim Jared,
Sisireia Simmons, Kathy Brand, Brandon Rice, Laura McClain, Beth Brown,
Guest:
Laneika
Musalini
Absent:
Celebrations:
- Cara Hamilton explained to the group that the College’s phone calls that have previously been routed through blackboard/a third party call center are being changed back to taking calls in house. Financial Aid has been the test group for this change and to date all is going well with them receiving calls. The purpose for this change is to provide better customer service and more accurate information to callers from our home offices who have a better understanding of their processes and procedures. Admissions, the Student Data Center and the Cashier offices will soon begin taking their calls back. Cara praised each office for taking ownership and making this cultural change for service excellence.
- Laura McClain stated her freshman class is enjoying using their new space and during a recent open house they presented Dr. DeHay with a gift bag. Laura also gave a shout out to I.BEST for having conversations with their students in nursing explaining what is involved in medical assisting.Charter Review: Cara reviewed the updated Committee Charter and Committee membership. She will bring the revised charter before Executive Staff and explain the reason for the changes.Update from sub-teams:
- Service Obstacles/Lean- Melinda and Tim reported that they have touched base with Richard Parker, Cathy Strasser, and Galen DeHay to gather information on the original LEAN training. Of the 27 people who went through this training in January of 2016, 19 are still at the College. They plan to get updates on the projects that were started and hope to build their sub-team from this group. Tim stated he has a better understanding of service obstacles and moving forward plans to work on how to assist people in identify obstacles, having a support system for the Lean process to track and obstacles and improve processes by removing obstacles.
- Customer Service- Sisireia and Brandon reported they have reached out to the following people to build their sub-committee: Tina Burton, Jessica Hanning, Berdina Hill, and Ashley Silvey. The group plans to meet on February 24 to begin planning.
- Working Cooperatively- Cara reported she plans to pull together a sub-team and begin planning to build relationships across the College. She stated Dr. DeHay was very supportive of the effort of employees across campus working cooperatively.
- Showing Pride- Beth and Kathy reported they met and started building their sub-committee. They also decided on a few short term goals that included: 1) bringing back Tri-Day and awarding individuals at each campus with a monthly parking space, 2) starting a welcome/care committee that will visit new employees and present them with simple information like where to go to lunch, where the link to additional TCTC clothing is located, and present them with a small gift, 3) plan a college-wide birthday party to celebrate the opening of TCTC with a large sheet cake. All of these ideas are aimed at bringing School Pride back.
- Recognition- Laura stated her sub-team consisted of Ross Hughes, Courtney Embers, Tamia Hunter, Robin McNeill, Jessica Raymond, Lisa Saxon, and Meredith Dickens. The team has ideas for recognition that include: the return of Lunch and Learns, a block party on campus, possible family activities at Denver Downs, and other team building activities.Cara asked teams to use the implementation worksheet as they begin planning.Review Decision & Action Tracking from last meeting:Action items and Tracking reviewed and updated from the last meeting.Cara reported that 2 SET members will be attending the ASEHE conference at Coastal Carolina in June. Laura and Sisireia plan on networking and bringing lots of great ideas back to the team.Confirm Next meeting – Tuesday, March 10, 2020
