SINCE WE LAUNCHEDour Service Excellence initiative, the Rollins community has actively demonstrated its commitment to delivering service that is responsive, respectful, collaborative, a
Trang 1SINCE WE LAUNCHEDour Service Excellence initiative, the Rollins community has actively demonstrated its commitment to delivering service that is responsive, respectful,
collaborative, and competent, and every member of the Rollins community has benefited from our effort In the process,
we have discovered shining examples of exceptional service and identified areas for improvement The articles
in this newsletter spotlight some of those service stars and celebrate
progress toward our goal of exceptional service delivered consistently
Thank you for your contributions in support of Service Excellence
and your commitment to a higher standard of performance
Respectful Service Excellence • Responsive • Collaborative • Competent
S P R I N G 2 0 1 3
THE RESULTS OF THE 2012 Service Excellence
Survey were distributed to department heads in the
summer of 2012 78.6 percent of those departments rated
received an overall score of 5.0 or above, achieving the
baseline service excellence score identified by the Service
Excellence Team Compared with the 2010 survey results,
wherein 75 percent of departments achieved this baseline
score, the improvement is encouraging
“Overall, since the Service Excellence Initiative was
implemented in 2010, the College has made significant
strides in weaving the four service standards - respectful,
responsive, collaborative and competent - into the
fabric of our daily work lives,” said chair of the Service
Excellence Team, Matt Hawks “We commend those
departments receiving high scores as well as those
undertaking meaningful improvement efforts.”
A number of departments improved their scores
significantly in 2012 as comparedto 2010, including
Scheduling and Event Services, the Arts & Sciences Dean’s
Office and Institutional Research
Over the course of several months in mid-2012,
the Service Excellence Team’s Management and
Accountability sub-team met with the heads of several
departments that did not achieve the desired baseline
survey score and engaged them in discussions
regarding their scores and the improvement efforts
and plans underway
“We wanted to make sure that departments were
taking their results seriously and were pleased to learn
about the many significant service improvement efforts
already underway,” said Hawks “At the same time, we
wanted these departments to know that the Service
Excellence Team was there to support their efforts It is
important that the campus community know that we are
using the data to improve service.”
Chief Information Officer Pat Schoknecht studied
the results from the first survey and noted that the
Information Technology department was not perceived
as being sufficiently responsive to calls From the
survey responses, she learned that some customers did
not feel they were being communicated with in a way
that indicated to them that their problem was in the
process of being resolved She determined quickly that
the department model needed to be changed, and met
with her staff to determine how communication with
customers could be improved
“We are in a complex business, so I wasn’t asking the
team to come up with a solution to each problem within
24 hours,” said Schoknecht “But I was asking that they
respond to the customer in regards to what might be an
appropriate time frame to have their problem fixed.”
“We focused specifically on one area, responsiveness,
and worked on making that a change of mindset in our
department,” said Schoknecht
“The campus community noticed the change, so that conscious effort paid off.”
More recently, IT has focused on improving consistency of service The department determined that one area that could use improvement was student training So the department placed more focus on student training, and reduced the number of student workers from 75 down to about 25
IT is also being more collaborative with campus
partners A new graduate assistant works with departments on how to best leverage the use of SharePoint Schoknecht worked with the Olin Library to get print release stations in the library, resulting in a more sustainable printing model, in addition to improving privacy, as items are only released as the individuals are standing next to the printer
“We had some issues of standardization; we had different people in our department labeling reports different ways,” said Campus Safety Operations Coordinator Bayrex Rodriguez “IT worked with us to improve everything from online vehicle registration forms
to incident reports and made these more standard across the board It has been a productive partnership.”
The Facilities Maintenance Department took their survey results to heart and immediately enhanced their customer service training efforts for staff
“Customer service is critically important to how we are perceived, so we talk about quality every day,” said Hemphill “What we do – maintenance, housekeeping, grounds – all of these are important components to the Rollins community, and we see our role and that positive in-person experience as a chance to excel.”
The department has been using electronic service requests, a more sustainable model, as the department used to make two or three paper copies of each request
The new online form features more functionality and also provides instant feedback via an automatic email update
to the customer
“We learned from the survey that while we were taking care of issues, the customer wasn’t always sure of the status,” said Hemphill “We are working hard to close that communication gap.” The new focus on communication
is paying off For example, in November 2012, of the 428 maintenance requests received, 390, or 91 percent, were answered within 48 hours
Next month, Facilities will roll out a door hanger to leave behind on people’s doors, explaining if there is a bigger issue that may take longer to fix
“We always encourage feedback,” said Hemphill
“This spring we have started some focus groups with key administrators and different customer groups to help
us learn even more about what we are doing right and wrong We’ve already received some excellent ideas and feedback.”
The spirit of Service Excellence at Rollins College is going strong The initiative is now in its third year and the effect of the initiative can be felt across campus.
A Message from President Duncan
Service Excellence Continues at Rollins
For more information visit rnet.rollins.edu/service.
Campus Safety has also implemented several
improvements across all functions of the department
“We are trying to see through the eyes of our customers,” said Director of Campus Safety Ken Miller
“While there are areas of safety and security enforcement
in which we do not have a lot of flexibility, we certainly can provide them with a high level of service and competency, and communicate with them with a positive tone.”
“We are partnering with more student organizations and providing education throughout the year,” said Miller
“We are working with Fraternity & Sorority Life and are being invited to Peer Mentor trainings to talk to them about what we do.”
The department now schedules a female officer on every shift, should a student want to speak with a female officer The department can also serve a wide population
as officers speak Spanish, French, German, Arabic and Italian
Crummer students now apply for their R-Card in advance of classes, and avoid long lines by sending a JPG
of a photo to be used on their R-Cards
Recognizing that members of the campus community are parking further away because of construction on campus, an officer is now on duty to provide courtesy escorts on campus from the parking garage from six p.m
to two a.m
The department made the website more functional and also produced videos, such as how to update the emergency alert system
Student Records is a key service department that every
student interacts with during their time at Rollins, so their focus on Service Excellence is critical
This past year the department has turned over two key support staff positions, and, working closely with Human Resources, made a concerted effort in the recruitment and hiring process to identify candidates with strong customer service skills The department also brought in
an outside consultant to facilitate an off-site teambuilding and customer service improvement planning retreat and has realigned staff responsibilities in a manner that will better enable the department to deliver an improved service experience for students The department is also working internally to improve communication with other departments regarding student records policies and services in order to better serve students
“We have taken our survey results seriously and are making meaningful efforts improve how we serve our students,” said Student Records Director Robin Mateo
To learn more abouy the 2012 Service Excellence improvements visit rnet.rollins.edu/service.
Trang 2ACKNOWLEDGEMENTS
TRAVIS RAY
Travis exemplifies all of the Service Excellence standards On
a recent occasion, he spent two days trying to troubleshoot
an IT issue He was extremely responsive every step of the way, and I can’t even begin to tell you how appreciative I was of his open line of communication He was also beyond competent in regards to the issues at hand and refused to give up He is a tremendous member to the IT team.
ACKNOWLEDGED BY: MEREDITH HEIN
CANDICE HAMBLIN
I can’t say enough how much I appreciate you dedicating
so much of your time and talent these past couple weeks
in getting our new automated award letter process off the ground It has been a pleasure working with you—Rollins College is lucky to have you around! Thanks, Candy, for being responsive, competent, collaborative, and respectful All four “service excellence” principles at work!
ACKNOWLEDGED BY CORY BADEN
LUIS VILLEFUERTE
Thank you so much for jumping to our rescue early Monday morning (7:30AM) Due the the cold weather, we really needed those extra chairs so all of our guests could sit inside You so pleasantly and quickly brought additional chairs to the Galloway room We really really appreciate you going above and beyond to make this possible Wow!!!
ACKNOWLEDGED BY: HOLLY POHLIG
JOSH ALMOND
I’ve been meaning to thank you for your assistance and collaboration during the production of Jeffrey Gibson’s site-specific piece You were helpful in a myriad of ways, most importantly, allowing us to use the wood workshop All of this during a period of preparation of the shop for the coming semester and of getting ready for your own exhibition of work at Crealdé Your attitude and thoughtfulness embodied the spirit of Rollins’s Service Excellence initiative.
ACKNOWLEDGED BY: JOSEPH HUGHES
DOUG SHELL
I just want to recognize everyone in Print Services for there impeccable service They are always accommodating, always reassuring, always have everything ready for me by the time I need it and it is always done with professionalism and a smile
on their face! Thank you so much for everything you guys do!
ACKNOWLEDGED BY: MELANIE OSBORN
SINCE ITS INCEPTION, Fox Day has been synonymous with a spirit of camaraderie, community and
togetherness On April 2, that spirit came back to life thanks to a renewed focus of on-campus offerings
“Our goal this year was to enhance community building and focus the celebration on the Rollins campus,”
said Director of Student Involvement & Leadership Brent Turner “We did away with the buses taking students
to theme parks and beaches, and instead planned a day-long smorgasbord of activities that would encourage
everyone to check out what we had on campus.”
In collaboration with Rollins Student Government Association (SGA), and under a veil of secrecy, the Fox
Day team began planning the day’s happenings, which included a pancake breakfast, pizza lunch, and the
best-attended campus-wide picnic the College has ever seen
“We had paddle boarding on Lake Virginia, a giant inflatable waterslide, rock climbing wall, bounce house,
inflatable twister, and a huge slip n’slide,” Turner says Students were also treated to ice cream, cappuccinos, and a
chocolate fountain All the planning and pampering paid off in terms of record attendance and positive feedback
“We brought Fox Day back to Rollins, which also allowed us to include our athletes, as well as Holt and
Crummer students, who weren’t previously able to participate when most of the Fox Day activities were off
campus,” said Turner “In terms of safety and wellness, it was executed perfectly.”
SGA Vice President Samuel Pieniadz ‘13 was thrilled with the result “This year’s Fox Day is a testament to
the fact that our students have made great strides in ensuring that Fox Day is truly about the Rollins community,”
said Pieniadz “We received positive feedback from all ends of campus, including our faculty and staff I am
excited to see how this tradition grows in years to come.”
Fox Day Provides More On-Campus Offerings
Know Someone Who Preformed
a “WOW” Experience?
Acknowledge them online at:
rnet.rollins.edu/service/electronic-recognition.html
For more information visit rnet.rollins.edu/service.
MORE THAN 550 STUDENTS have employment on campus in over 150 roles; Office of Student Employment
Director Norah Pérez thinks it is about time those students were celebrated
This year, Rollins launched the campus’s inaugural celebration of National Student Employee Appreciation
Week, a weeklong series of events designed to recognize and celebrate the important contribution that student
employees make in their on-campus jobs
Celebrated the second full week of April at colleges and universities across the country, the endeavor gives
supervisors, administrators, and departments a chance to highlight and give thanks for the invaluable services
that students perform with dedication, enthusiasm, and initiative
Between April 8 through 12, Pérez and her team hosted several events, including an Appreciation Coffee
Break where complimentary coffee and muffins were served Additional events included a resume workshop,
professional headshot photo shoot, and an interviewing seminar Students received raffle tickets for $25 gift cards
at all events and a Student Employee of the Year competition was held
In additional, a large banner and more than 30 lawn signswere placed all over campus with messages of
thanks and encouragement for Rollins’ student employees
This is the first time that Rollins formally celebrated the outstanding work and service to the College,” Pérez
says “Throughout the week we encouraged supervisors and departments to show appreciation for student
employees’ hard work and dedication to their on-campus jobs in different, creative ways Departments gave
personalized thank you cards, gifts cards to local shops, held pizza parties, created fun coupon books, posted
pictures of their students employees with messages of appreciation on their Facebook pages, and so much more
I think we all succeeded in conveying how much they mean to us.”
Rollins Celebrates National Student Employee
Appreciation Week