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Service Excellence ProgramService Excellence Program
Service Service ExcellenceExcellence
Miami-Dade Community Miami-Dade Community College affirms quality and College affirms quality and excellence to be essential excellence to be essential in all we do.in all we do.
What Is What Is ServiceService ??
Service: What Is It ?Service: What Is It ?
Duties on a Duties on a daily basisdaily basis
Job tasks and Job tasks and quality of workquality of work
ConsistencyConsistency
InteractionsInteractions Set standardsSet standards Customers/Customers/
learners learners expectationsexpectations
Job knowledge Job knowledge and skillsand skills
What is What is organizational organizational
culture ?culture ?
Organizational Culture: Organizational Culture: What is it ?What is it ?
Business Business conductconduct
Shared Shared employee employee valuesvalues
Acceptance of Acceptance of differencedifference
CustomsCustoms
Established Established methods of methods of workwork
Personality of Personality of organizationorganization
StatusStatus PerceptionsPerceptions
A “service A “service excellence” culture excellence” culture
strives for strives for outstanding service outstanding service
to achieve quality and to achieve quality and excellence.excellence.
What Are M-DCC What Are M-DCC Service Excellence Service Excellence
Goals ?Goals ?
Performance/Performance/
quality of workquality of work Increase Increase
student student retentionretention
Employee Employee satisfactionsatisfaction
Student Student satisfactionsatisfaction
Increase in Increase in recruitment, recruitment, enrollment and enrollment and graduationgraduation
Service to Service to communitycommunity
Recognition as Recognition as leader in leader in community and community and nationnation
““Who”Who”CollegeCollege
PresidentPresident
Vice Vice ProvostsProvosts
DirectorsDirectors
ManagersManagers
Campus Campus PresidentsPresidents
CampusCampus
FacilitatorFacilitatorss
Steering Steering CommitteeCommittee
DeansDeans
CollegeCollege
ProvostProvost
NWSANWSA
FoundationFoundation
Associate Associate DeansDeans
DistrictDistrict
FacilitatorFacilitator
Adjunct Adjunct
FacultyFaculty
Full-time Full-time StaffStaff
ChairpersonsChairpersons
SchoolSchool
DirectorsDirectors
Part-Part-timetime
StaffStaff
Full-timeFull-time
FacultyFaculty
StudentStudent
AssistantsAssistants
PersonnelPersonnel
PersonnelPersonnel
Service Service ExcellenceExcellence
Benefits of Providing Benefits of Providing Excellent ServiceExcellent Service
More satisfied interactions with studentsMore satisfied interactions with students
Employees working toward a common goalEmployees working toward a common goal
More supportive work environmentMore supportive work environment
More effective and efficient workplaceMore effective and efficient workplace
Respect for each individual’s contributionRespect for each individual’s contribution
Higher esteem in the communityHigher esteem in the community
Varying Roles in the Varying Roles in the Service Excellence Service Excellence
ProcessProcess
Department RoleDepartment Role
Management’s RoleManagement’s Role
Facilitator’s RoleFacilitator’s Role
Department RoleDepartment Role IdentifyIdentify
To whom service is providedTo whom service is provided
Measures of successMeasures of success
Existing instruments/indicators Existing instruments/indicators used to measure customer used to measure customer satisfactionsatisfaction
Attend Advanced ConnectionsAttend Advanced Connections
Department RoleDepartment Role
Develop additional Develop additional measurement instrumentsmeasurement instruments
Collect and review baseline Collect and review baseline datadata
Establish on-going data tracking Establish on-going data tracking processesprocesses
Department RoleDepartment Role
Develop Service Excellence Develop Service Excellence Action PlanAction Plan
Implement Implement Service Excellence Action PlanService Excellence Action Plan
Recognition/incentive programsRecognition/incentive programs
Department RoleDepartment Role
Track and collect dataTrack and collect data
Share the Service Excellence Share the Service Excellence Action Plans with Administrative Action Plans with Administrative line and submit it to the SESC line and submit it to the SESC CommitteeCommittee
Modify Service Excellence Action Modify Service Excellence Action Plan based on resultsPlan based on results
Management’s RoleManagement’s Role
Provide guidance and support Provide guidance and support
Ensure the development, implementation Ensure the development, implementation
and tracking of the department/area plansand tracking of the department/area plans
Communicate progress of collegewide Communicate progress of collegewide
programprogram
Accept accountability for meeting Accept accountability for meeting
established standards for assigned areaestablished standards for assigned area
Implement recognition/incentive programsImplement recognition/incentive programs
College Facilitators’ College Facilitators’ RoleRole
Serve as resource/support personServe as resource/support person
Facilitate kick off and action plan Facilitate kick off and action plan workshopsworkshops
Coordinate attendance at training Coordinate attendance at training workshopsworkshops
Communicate progress of overall Communicate progress of overall goalsgoals
RECOGNITION RECOGNITION PROGRAMSPROGRAMS
People appreciate and People appreciate and deserve recognition when deserve recognition when
they provide excellent they provide excellent service to others.service to others.
Employee Thank You Employee Thank You ProgramProgram
Employees thanking employeesEmployees thanking employees
Recognition of “above and beyond”Recognition of “above and beyond”
Monthly and Semester awardsMonthly and Semester awards
Student Thank You Student Thank You ProgramProgram
Students thanking employeesStudents thanking employees
Recognition of outstanding Recognition of outstanding serviceservice
Monthly awardsMonthly awards
Service Excellence Program Service Excellence Program
Web SiteWeb Site
http://www.mdcc.edu/hr/ServiceExcellence/serviceexcellence.asp
Service Excellence ProgramService Excellence Program
Service Service ExcellenceExcellence
Action Plan ProcessAction Plan Process
Service Excellence Action Service Excellence Action Plan FormPlan Form
COLUMN ONE - COLUMN ONE - RECIPIENTSRECIPIENTS
Identify to whom your area Identify to whom your area provides service , orprovides service , or
Identify the services you Identify the services you provide, and then ask provide, and then ask yourselves, “ To whom are we yourselves, “ To whom are we providing this service?”providing this service?”
They can be external or They can be external or internalinternal
BASELINE DATA EXAMPLESBASELINE DATA EXAMPLES
LogsLogs Enrollment dataEnrollment data Retention dataRetention data Survey resultsSurvey results
Next StepsNext Steps Work as a teamWork as a team Create Create
measurement tool measurement tool or tools, if neededor tools, if needed
Access or collect Access or collect datadata
Identify successes Identify successes and/or challengesand/or challenges
Discuss Discuss information for SE information for SE action planaction plan
Identify SE action Identify SE action plan scribeplan scribe