D estination

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D estination . Prepared for the 2010 Spotlight on Service Workshop. S oft Launch Jan 4, 2010. O n January 4 th . We arrived in the office to 1400 emails We served something like 600 students at 2 counters (205 & 301) The phones rang 1670 times. W hat we do now:. - PowerPoint PPT Presentation

Transcript of D estination

Destination

Prepared for the 2010 Spotlight on Service Workshop

Soft LaunchJan 4, 2010

On January 4th...We arrived in the office to 1400 emails

We served something like 600 students at 2 counters (205 & 301)

The phones rang 1670 times

What we do now:

Undergraduate & Graduate Admissions Information

Registration services

Student accounts

International health card distribution

ID cards and meal plans stickers

Commissioner for Oaths service for all students

Proof of enrolment/graduation letter – on the spot

Transcript pick up – within 24 hours

Minerva pin resets

A day in the life

A Typical Day in our Office

WEDNESDAY    9:00-9:30 9:30-11:30 11:30-1:00 1:00-2:30 2:30-5:00

SR Amanda

MORNING BRIEFING

email phones lunch counter

  Brenda counter lunch counter phones

  Danielle email phones lunch email

  Mark email counter lunch counter

  Melanie counter lunch counter email

  Nicole phones lunch phones email

  Rafael email email lunch counter

  Sonia paperwork counter lunch phones

   

SP Curtis email lunch phones counter

  Demetra paperwork phones lunch / coaching phones

  James paperwork lunch counter phones

  Julie email lunch / coaching phones paperwork

  Linda counter lunch phones email

  Marcella phones phones lunch/meeting counter

  Nathalie phones counter lunch email

How we do it:

TeamworkTrainingResources

THE SERVICE POINT TEAM!!! ! ! !

Teamwork: It Takes a Village...

Our Team is divided into Quads:   

Demetra – DanielleNathalie – Amanda

Curtis – BrendaMarcella – Mark

James – SoniaNicole – Linda

Julie – MelanieRafael – Sarah

Training... An on-going commitment

Fall 2009: 12 weeks of training

Tues/Thurs mornings: 30 minute refreshers with SMEs.

2 hours of group training per week.

45 minutes of coaching: focus on both professional and personal development (SPs).

Resources: shorter no example from KBKnowledge at Our FingertipsMcGill Websites

Knowledgebase

Subject Matter Experts (SMEs) in partner units and Acting Area Experts (AEs) within our unit.

On-going Service Improvements Improving self-serve options so we have more time for

detailed interactions with students

– Proof of enrolment/graduation letters (April)

– On-the-spot printing of official transcripts

More services and resources as we move into our new digs!!

SES, A/S integration – own slide

How to reach us

514-398-7878Servicepoint@mcgill.ca

Questions?