Accountability Kregg Aytes 994-4423 Communications Anne Cantrell 994-4902 Everything Speaks Jeff Butler 994-7901 Measurement Ian Godwin 994-2677 Onboarding & Training Cathy Hasenpflug Betsy Webb 994-4284 994-4275 Recognition Becky McMillan 994-6093 Recruitment Tricia Wimbish 994-5527 Service Opportunity System Matt Caires Justin van Almelo 994-2826 994-7464 General Information 994-7760 Leadership Actions to Create and Sustain a Culture of Service Excellence MSU Service Philosophy and Standards “We enrich lives by building a supportive environment that inspires excellence in everything we do.” Safety – Courtesy – Reliability – Competence Communications – Anne Cantrell – – x4902 Communicates through a multitude of avenues to Faculty and Staff the impact they have in creating satisfied, happy, loyal students and stakeholders. Shares success stories and best practices from throughout the University. Accountability – Kregg Aytes – – x4423 Develops and Implements mechanisms to ensure day-to-day use of our Service Standards and our Service Philosophy.
Internal Service and Teamwork The Service Experience Lens of the Student/Stakeholder “Everything speaks” Create a wow Active listening Service Maps “Easy to do business” Service Standards – Safety, Courtesy, Reliability, Competence Summary and next steps How long: Three hours in length, offered in the morning or afternoon, or by shift as necessary. How to schedule: Contact Betsy Webb at 994-4275 or to schedule a workshop in your department or to learn about open enrollment workshops available. How many can attend a workshop? Capacity for the workshops is 24 participants. Who provides the workshops? 15 MSU employees have been certified to facilitate the workshops. For a list of facilitators, please contact Betsy Webb or Trevor Hildebrand . Open enrollment workshops: Open enrollment workshops will also be offered. The workshops will be posted to the Service Excellence website. Service Map Example Process Analyzed: Attend a Safety Training Step 1: Describe each step of the process through the “lens of the student/stakeholder.”
Step 2: For each block identified in step 1, describe what would be considered mediocre service and what would be considered excellent service. Block Number Mediocre Service Excellent Service 1 Supervisor tells employee that he/she needs to take some training – find out which Contact Safety and Risk Management at 994-7760 to identify trainings you need to take and go ahead and register for them. Trainings I know you need and I want you to take are… They also have all of the information on their website if you would like to do this electronically. 2/3/4/5 Employee has to look through various emails and record locations Employee has access to central record system with University username and password, to enter new job function which will automatically populate training schedule and can display training history.
I don’t know I will find out… That’s what the policy says In order to protect you… I’ll transfer you to I’ll connect you with… That’s not my job Let me find out what needs to be done. You’ll need to call back later When would be a convenient time to get back to you? You have to… Let’s do this first… then we can… Safety: If people don’t feel safe on our campuses or in sharing their personal information with us, we won’t be able to function as an institution. Courtesy: People will remember how they were treated far more than anything else. Reliability: People expect us to follow-through on our word and promises; they count on us. Competence: If we don’t know our jobs well or have competence in what we were hired to do, then we fail everyone - our students, co-workers and other stakeholders. Three Steps to Coaching: Coaching is used to reinforce behavior that you want to continue or increase. Use the Service Standards to support the behaviors you would like to see. Step 1: Set the Stage. Consider a specific employee who would be an appropriate coaching candidate and write down when, where and how you might coach this employee. Step 2: Observations. Note specific behaviors you have observed and describe how they are consistent with the Service Philosophy/Standards.