1. Service Excellence Program

2. Service Excellence Miami-Dade Community College affirms quality and excellence to be essential in all we do.

3. What Is Service ?

4. Service: What Is It ? Duties on a daily basis Duties on a daily basis Job tasks and quality of work Job tasks and quality of work Consistency Consistency Interactions Set standards Customers/learners expectations Job knowledge and skills

5. What is organizational culture ?

6. Organizational Culture: What is it ? Business conduct Business conduct Shared employee values Shared employee values Acceptance of difference Acceptance of difference Customs Customs Established methods of work Personality of organization Status Perceptions

7. A service excellence culture strives for outstanding service to achieve quality and excellence.

8. What Are M-DCC Service Excellence Goals ? Performance/ Performance/ quality of work Increase student retention Increase student retention Employee satisfaction Employee satisfaction Student satisfaction Student satisfaction Increase in recruitment, enrollment and graduation Service to community Recognition as leader in community and nation

9. Who CollegePresident Vice Provosts Directors Managers Campus Presidents Campus CampusFacilitators Steering Committee Deans CollegeProvost NWSA Foundation Associate Deans DistrictFacilitator AdjunctFaculty Full-time Staff Chairpersons SchoolDirectors Part- time Staff Full-timeFaculty StudentAssistants Personnel Personnel Service Excellence

11. Benefits of Providing Excellent Service Benefits of Providing Excellent Service More satisfied interactions with students More satisfied interactions with students Employees working toward a common goal Employees working toward a common goal More supportive work environment More supportive work environment More effective and efficient workplace More effective and efficient workplace Respect for each individuals contribution Respect for each individuals contribution Higher esteem in the community Higher esteem in the community

12. Varying Roles in the Service Excellence Process Department Role Department Role Managements Role Managements Role Facilitators Role Facilitators Role

13. Department Role Identify Identify To whom service is provided To whom service is provided Measures of success Measures of success Existing instruments/indicators used to measure customer satisfaction Existing instruments/indicators used to measure customer satisfaction Attend Advanced Connections Attend Advanced Connections

14. Department Role Develop additional measurement instruments Develop additional measurement instruments Collect and review baseline data Collect and review baseline data Establish on-going data tracking processes Establish on-going data tracking processes

15. Department Role Develop Service Excellence Action Plan Develop Service Excellence Action Plan Implement Implement Service Excellence Action Plan Service Excellence Action Plan Recognition/incentive programs Recognition/incentive programs

16. Department Role Track and collect data Track and collect data Share the Service Excellence Action Plans with Administrative line and submit it to the SESC Committee Share the Service Excellence Action Plans with Administrative line and submit it to the SESC Committee Modify Service Excellence Action Plan based on results Modify Service Excellence Action Plan based on results

17. Managements Role Provide guidance and support Provide guidance and support Ensure the development, implementation and tracking of the department/area plans Ensure the development, implementation and tracking of the department/area plans Communicate progress of collegewide program Communicate progress of collegewide program Accept accountability for meeting established standards for assigned area Accept accountability for meeting established standards for assigned area Implement recognition/incentive programs Implement recognition/incentive programs

18. College Facilitators Role Serve as resource/support person Serve as resource/support person Facilitate kick off and action plan workshops Facilitate kick off and action plan workshops Coordinate attendance at training workshops Coordinate attendance at training workshops Communicate progress of overall goals Communicate progress of overall goals

19. RECOGNITION PROGRAMS People appreciate and deserve recognition when they provide excellent service to others.

20. Employee Thank You Program Employees thanking employees Employees thanking employees Recognition of above and beyond Recognition of above and beyond Monthly and Semester awards Monthly and Semester awards

21. Student Thank You Program Students thanking employees Students thanking employees Recognition of outstanding service Recognition of outstanding service Monthly awards Monthly awards

22. Service Excellence Program Web Site http://www.mdcc.edu/hr/ServiceExcellence/serviceexcellence.asp

23. Service Excellence Program

24. Service Excellence Action Plan Process

25. Service Excellence Action Plan Form

26. COLUMN ONE - RECIPIENTS Identify to whom your area provides service, or Identify to whom your area provides service, or Identify the services you provide, and then ask yourselves, To whom are we providing this service? Identify the services you provide, and then ask yourselves, To whom are we providing this service? They can be external or internal They can be external or internal

27. BASELINE DATA EXAMPLES Logs Logs Enrollment data Enrollment data Retention data Retention data Survey results Survey results

28. Next Steps Work as a team Create measurement tool or tools, if needed Access or collect data Identify successes and/or challenges Discuss information for SE action plan Identify SE action plan scribe