Serving Internal Customers Bovinely

Presented by Dr. Jim Black

Students are NOT widgets.

But you will only be successful serving them if you work together…across boundaries.

Blur the boundaries.

Integrated Services• Student information system

• Enrollment services

• Student orientation

• Class scheduling

• Paying for college

• Support services

• Student learning

• Graduation

• Finding a job

Information Sharing

CommunicationCoordination

Co-location

Integration

Integrated Services

• Wizard of Oz committees

• Cross-functional teams

• Restructuring

• Co-location

• Process reengineering

• One-stop and no-stop services

Interoffice Communication

• Invest in communication

• Accept imperfection

• Identify the audience and key messages

• Package information effectively

• Choose the best channels

• Engage the audience

• Test the reception

Interoffice Communications

• Encourage two-way communication

• Develop a common lexicon

• Create opportunities for sharing

• Treat other offices as your customer

Coordinate Service Delivery

It’s the totality of theservice experiencethat matters to thestudent.

Coordinate Service Delivery

• Project plan

• Project management

• Milestones

• Shared responsibility

• Celebrate team successes

Internal Customers

An internal customer is anyoneaffected by the service or processused to produce the service. Theinternal customer could be a supplier,processor, or recipient of the service.Source: Adapted from Joseph Juran

Get to know you internal customers.

By working with your internal customers, you will be…

• More innovative

• More effective

• Increasingly efficient

• Less likely to create internal problems

• More satisfied with your work experience

• Better at solving student issues

• More successful

Remember The Golden Rule

You will get asgood as yougive.