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