September 19, 2017 Hub ballroom - PowerPoint Presentation

Slide1

September 19, 2017Hub ballroom

Student Experience Redesign (SER)Advisory Board Meeting

Working Group: Culture of ServiceDeliverable: Service Culture Training

Team Members

Marc Fournier Khaseem DavisPatricia Coray Amy SnyderShelby Kruczek

Andrew

Krell

Jessica Biddle

Melissa Thierry

Rachel CleaverSlide2

Our Big Idea

Problem Statement:

restate challengeValue: restate Evidence from previous chart (1-2 qualitative/quantitative points)

Develop*

Adapt

*

Apply

Upskill

Align

Sustain

Develop

: Select a Partner. Define the project.

Define and gather metrics, and tools.

Adapt

: Brand the program. Create the

baseline curricula. Pilot class.

Apply

: Identify and Train Champions. Build metrics. Start feedback loop.

Upskill

: Champions train departments. Orientation and in-service Training.

Align

: Modify business structures, remove barriers to success. Continued engagement from Senior Leadership.

Sustain

: Build staff and ongoing support structures. Build culture of service into all aspects of university communication and work. Peer culture takes overSlide3

CRM Implications

Problem Statement:

restate challengeValue: restate Evidence from previous chart (1-2 qualitative/quantitative points)Service Culture Training

Culture of Service Alignment/Integration 

with CRM DEVELOPConsultative Review- Culture of Service Quick Wins

Assessment/Benchmarking Data (Qualitative and Quantitative metrics) developed and housed within CRM for use and communication

Work with CRM team to identify Culture and business process changes that would improve the usage of the CRM tool

Build training that incorporates CRM usage, business process changes, standards, and cultural expectations

APPLY

Train the trainer sessions 

Cross functional Service Culture champions as part of CRM project to ensure their feedback is integrated

4 session 30 attendees – integrate CRM use into sessions

Track training through CRM

Utilize CRM for post service student feedback

Service metrics – post CRM/culture training implementation

Compare metrics to Assessment and Benchmarking (Pre-CRM/Culture) for comparison

Continuous feedback loop

Use CRM to gather, evaluate, and update training as new techniques or models are designed

Require periodic training on CRM/culture, or retraining if metrics are not meeting expectations

Improve service to students/constituents

: An enterprise CRM holds the promise of a unified approach to student services, informed by a common dataset. 

The CRM project will require changes to business processes in order to accommodate the new technology.  This will require

training

the university community on

how to use the new technology in a service focused manner

.  

The CRM, and the

training

for it, can be

designed to incorporate cultural changes

so that new expectations and altered business practices can help

optimize the CRM usage and constituent experience

.  Slide4

Quick Win

Engage Partner for Culture Alignment

Select a vendor and define the University culture alignment effort

The Steps

Work with Executive leadership on goals and budgetRefine requirements for consulting engagementDeliverables, success criteria, metrics

Create RFP and selection committee

Pursue RFP selection

Initializing the engagement (Define desired changes and planning)

Workshop with vendor, project team, and executive leadership

Finalize Training

Identify participants (Early engagement groups)

Initial metrics and assessment

Workshops

2-4 training sessions with priority groups

Assessing Success

– compare post training metrics

A Note about “quick wins” and Culture changeCulture change is not a quick process, and backslides easily if focus and effort and not continuously applied.Slide5

Examples of Service Culture Training in H.E.

Training Modules

Understanding Service CultureUnderstanding Your Constituent Effective Communication Service BasicsPersonal Accountability

Attitude of Service Exceeding Expectations

Navigating Service Excellence