UNIVERSITY OF NEW HAMPSHIRE CUSTOMER SERVICE WORKING GROUP STATUS REPORT BUSINESS SERVICE CENTER...
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Transcript of UNIVERSITY OF NEW HAMPSHIRE CUSTOMER SERVICE WORKING GROUP STATUS REPORT BUSINESS SERVICE CENTER...
UNIVERSITY OF NEW HAMPSHIRECUSTOMER SERVICE WORKING
GROUPSTATUS REPORT
BUSINESS SERVICE CENTER FORUMNOVEMBER 4, 1998
DONNA BROWNELLIRV CANNERNANCY HAMER
KATE HANSONLEIGH ANNE MELANSONDICK MOOREBAMBI PENNING CATHY SPREEMAN
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OUR DISCUSSION WILL FOCUS ON...
• REVIEW OF OUR ORIGINAL OPERATING CHARTER…
• PROVIDING A ROADMAP OF WHERE WE’VE BEEN SINCE JANUARY, 1998…
• REVIEW THE CUSTOMER PILOT
SURVEY / FEEDBACK…
• REVIEW THE DEFINITION OF CORE SERVICES FOR A BSC…
• DISCUSS THE KEY ATTRIBUTES OF OUR MISSION STATEMENT…
• IDENTIFYING THE NEXT STEPS ALONG THE ROAD…
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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OUR GOAL:DEFINE APPROPRIATE CUSTOMERSERVICE STANDARDS FOR THEBUSINESS SERVICE CENTERS...
STEPS NEEDED:1. IDENTIFY EXPECTATIONS OF CENTRAL OFFICES…
2. TALK TO CUSTOMERS TO DETERMINETHEIR REQUIREMENTS…
3. DEVELOP A) A LIST OF BUSINESSSERVICE CENTER (BSC) CORE SERVICES AND B) A MISSION STATEMENT FOR ALL BSC’S…
4. DEVELOP A LIST OF FUNDAMENTAL CORE VALUES FOR ALL BSC’S...
5. CREATE PERFORMANCE STANDARDS FOR BUSINESS SERVICE CENTERSERVICES…
6. DEVELOP METHODS OF MEASUREMENT,EVALUATION, FEEDBACK AND INCENTIVES…
7. CONSIDER DEVELOPMENT OF TARGETED TRAINING PROGRAMS FOR BSC’S...
OUR OPERATING CHARTER...
THE BUSINESSSERVICECENTER….
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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A ROADMAP OF WHERE WE’VE BEEN...JANUARY (1998)VOLUNTEER WORKING GROUP FORMED AT THE REQUEST OF C. CORVEY…KATE HANSON APPOINTED TEAM FACILITATOR KICKING OFF BI-WEEKLY MEETINGS…1997 FACULTY / STAFF / NACUBO SURVEY RESULTS REVIEWED...
FEBRUARYLYNN RICHARDS (LMR ASSOCIATES) CONTRACTED TO ASSIST IN DEVELOPMENT OF MISSION STATEMENT…CORE SERVICES DEFINITION AND CORE VALUES FORMULATED AND PRESENTED TO FAC ON FEBRUARY 24TH…CUSTOMER SURVEY DOCUMENT DRAFTED...
MARCHSTAFF / BSC SURVEYS ISSUED...CUSTOMER SURVEY ISSUED ON A PILOT BASIS TO THE UNIVERSITY’S CENTRAL OFFICES AND SELECTED BSC’S...
APRILCUSTOMER SURVEYS RETURNED…INTERPRETATION / ANALYSIS OF SURVEY RESULTS BEGIN...
MAYFINAL EDITING OF PROPOSED MISSION STATEMENT AND DEFINITION OF CORE SERVICES…
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
JUNE - JULY FAC PRESENTATION SEEKING APPROVAL OF MISSION STATEMENT…WORKING GROUP DID NOT MEET...
AUGUSTDEVELOPED PRELIMINARY COMMUNICATION PLAN REGARDING OUR MISSION STATEMENT... COORDINATED DESIGN / FRAMING OF OUR MISSION STATEMENT…
SEPTEMBER - OCTOBERREVIEW CUSTOMER SURVEY DATA TO DEVELOP PRELIMINARY OPERATING GOALS WHICH ARE LINKED TO OUR MISSION STATEMENT...REVIEWED WITH FAC OUR GOING FORWARD MILESTONES...
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WE SOUGHT CUSTOMER FEEDBACK VIA PILOT SURVEYS...
• WE MEET AND OR EXCEED CUSTOMER EXPECTATIONS 95% OF THE TIME…
• OVERALL SERVICE RATING OF 5.2 ON A SCALE OF 6…
• PRIORITY SERVICES INCLUDE: PURCHASING / APTRAVEL COORDINATIONPAYROLL SERVICES
• MOST FREQUENT COMMENT.. “PROFESSIONAL, HELPFUL AND
COURTEOUS STAFF…..”
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
SUMMARY FINDINGS...
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BSC STAFF RESPONSES TO DEFINING CUSTOMER SERVICE...
• UNDERSTANDING OUR CUSTOMER’S NEEDS AND PUTTING THEM FIRST WITH A FOCUS ON SOLVING PROBLEMS…CREATING A BOND WITH OUR CUSTOMERS…
• KNOWING WHAT YOUR CUSTOMER WANTS AND NEEDS AND DELIVERING BOTH…
• PROVIDING CUSTOMERS WITH WHAT THEY NEED WHEN THEY NEED IT IN KEEPING WITH…POLICIES AND REGULATIONS...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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BSC STAFF RESPONSES TO EXAMPLES OF GOOD CUSTOMER
SERVICE...
• FOLLOWING UP IF…THEY WERE ABLE TO GET WHAT THEY WANTED. MAKE THEM AWARE THAT YOU CARE…
• STRONG ADVOCATE FOR THE CUSTOMER; GOING ABOVE AND BEYOND THE NORMAL DUTY…ALTERNATE SUGGESTIONS ON HOW TO GET SOMETHING DONE…
• ASKING OUR CUSTOMERS AND TAKING AN INTERNAL EVALUATION OF WHAT MAY BE A MORE PROFICIENT WAY OF DOING THINGS...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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BSC STAFF RESPONSES TO EXAMPLES OF GREAT CUSTOMER
SERVICE...
• HANDLE THEIR SITUATIONS AS NEEDED…IMMEDIATE RESPONSE TO ACKNOWLEDGE THEY HAVE BEEN TAKEN CARE OF…
• LISTENING TO CUSTOMER’S NEEDS…BREAKING DOWN BUREAUCRATIC WALLS…WORKING WITH CUSTOMER TO RESOLVE PROBLEMS AND MEET THEIR NEEDS…
• TIMELY, QUALITY SERVICE...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
UNHBUSINESS SERVICE
CENTERS
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BSC STAFF RESPONSES TO HOW DO BSC’S WANT TO BE REGARDED...
• WELL INFORMED, WELL TRAINED, CARING PROFESSIONALS…
• “CAN-DO”, RESPONSIVE, COST-EFFECTIVE, WELL MANAGED ORGANIZATION…
• MEETING AND EXCEEDING CUSTOMER EXPECTATIONS...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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INTERNAL CUSTOMER PILOT SURVEY“SERVICE RATINGS”...
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0
SERVICE
CAPABILITIES
STAFF QUALITY
CONSISTENT INFO
RESPONSIVENESS
COLSA CEPS AA VPFA
RATING CRITERIAWORST BEST 1 2 3 4 5 6
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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INTERNAL CUSTOMER PILOT SURVEY“% OF BSC PERSONNEL TIME”...
11%
10%7%4%
5%
8%
12%
8%
13%
15%
7%
PETTY CASH CONTROL PURCH / AP TRAVEL
BUDGET CONTROL CENTRAL OFFI CE LI AI SON TRAI NI NG
OPERATI NG STANDARDS BI LLI NG PAYROLL
PERSONNEL SERVI CES MANAGEMENT REPORTI NG
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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CENTRAL OFFICE PARTNERS PILOT SURVEY
“SERVICE RATINGS”...
RATING CRITERIAWORST BEST 1 2 3 4 5 6
0.0 1.0 2.0 3.0 4.0 5.0 6.0
SERVICE
CAPABILITIES
STAFF QUALITY
CONSISTENT INFO
RESPONSIVENESS
COLSA CEPS AA VPFA
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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OVERALL EXPECTATION RATINGS...
0.0
20.0
40.0
60.0
80.0
EXCEEDS MEETS FAILS
TO MEET
INTERNAL CUSTOMER
COLSA CEPS AA VPFA
0.0
20.0
40.0
60.0
80.0
100.0
EXCEEDS MEETS FAILS
TO MEET
CENTRAL OFFICE PARTNERS
COLSA CEPS AA VPFA
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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DEFINING OUR CORE SERVICES...
• BUDGETING-CREATE, MONITOR, TRANSFER AND BENCHMARK ACTIVITIES...
• CUSTOMER LIAISON-COORDINATION BETWEEN CUSTOMERS AND CENTRAL OFFICES (IE. EQUIPMENT INVENTORY)...
• CUSTOMER TRAINING- PAYROLL, BUDGETING, ACCOUNTS PAYABLE ETC….
• ENSURE ADEQUACY OF FINANCIAL CONTROLS...
• FINANCIAL ADVICE TO VICE PRESIDENTS AND DIRECTORS...
• MAINTAINING OFFICE RECORDS AND SUPPORT FILES...
• MANAGEMENT REPORTING- FUND BALANCES, BUDGET VARIANCE ANALYSIS, BUDGET FORECASTING, FTE COUNTS AND MONTHLY, QUARTERLY AND YEAR-END RECONCILIATIONS...
• OPERATING STANDARDS- WITH RESPECT TO BUSINESS FUNCTIONS...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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DEFINING OUR CORE SERVICES...(CONTINUED)
• PAYROLL- LABOR, DATA ENTRY, AUDIT VERIFICATION, CHECK DISTRIBUTION AND POLICY…
• PERSONNEL SERVICES- TRANSACTIONS ASSOCIATED WITH APPOINTMENTS, POLICY AND LEGAL REQUIREMENTS, MONITOR TERM POSITIONS AND EMPLOYEE TERMINATION, HIRE AND OTHER RELATED ACTIVITIES...
• PETTY CASH- PERIODIC RECONCILIATION, POLICY, PROCEDURES AND SECURITY CONSIDERATIONS...
• PURCHASING / AP- DOCUMENT PROCESSING, PV’S TO PAY INVOICES, COMPLIANCE, P-CARD MANAGEMENT / TRAINING, SERVICE PROVIDERS AND CONSULTATION...
• TRAVEL COORDINATION- DOCUMENT PROCESSING, COMPLIANCE AND CONSULTATION...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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HOW DO YOU BUILD MISSION STATEMENT ?...
• WHO ARE MY PRIMARY CUSTOMERS ?
• WHAT WORK DO WE DO THAT CUSTOMERS CARE ABOUT ?
• HOW MIGHT WE DO A BETTER JOB AT THAT WORK ?
• IDEALLY, WHAT LEVEL OF PERFECTION WOULD WE LIKE TO PERFORM THAT WORK ?
• WHAT ARE THE EXPECTATIONS OF OUR CUSTOMERS ON HOW WE SHOULD PERFORM THE WORK ?
• WHICH FUNCTIONS / PRACTICES OF OUR BUSINESS WILL THE CUSTOMER NOTICE IF WE IMPROVE THEM ?
WHY DO THE BSC’S EXIST ?WHAT DO THE BSC’S HOPE TOACCOMPLISH ?WHAT VALUESDO THE BSC’S STAND FOR ?HOW DO THE BSC’S WANT TO BE REMEMBERED ?
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
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OUR MISSION STATEMENT...
OUR BUSINESS SERVICE CENTER’S PURPOSE IS TO OUR BUSINESS SERVICE CENTER’S PURPOSE IS TO PROVIDE OPTIMAL FINANCIAL AND RELATED PROVIDE OPTIMAL FINANCIAL AND RELATED ADMINISTRATIVE SUPPORT SERVICES FOR THE ADMINISTRATIVE SUPPORT SERVICES FOR THE
UNIVERSITY COMMUNITY.UNIVERSITY COMMUNITY.
WE ARE COMMITTED TO BEING RESPONSIVE,COURTEOUS, PROFESSIONAL AND EFFICIENT...
WE TAKE PRIDE IN OUR COMMITMENT TOCONTINUOUSLY IMPROVE AND TO UPHOLD
HIGH QUALITY SERVICE STANDARDS…
WE WILL ACHIEVE OUR OBJECTIVES BY WORKINGCOLLABORATIVELY AND BY MAINTAINING
THE INTEGRITY OF THE INSTITUTION...
ADOPTED BY THE FINANCE AND ADMINISTRATION COUNCILJUNE, 1998
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
OUR CORE VALUES
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JANUARY-MARCH (1999)
INITIATE COMPREHENSIVE REVIEW OF CURRENT BUSINESS SERVICE CENTER JOB APPRAISAL FORM...COMPLETE / PRESENT BUSINESS SERVICE CENTER NEEDS ASSESMENT ANALYSIS…DEVELOP TRAINING PLAN TARGETED TO NEEDS ASSESMENT ANALYSIS...SEEK FAC APPROVAL OF JOB PERFORMANCE STANDARDS…
APRIL-JUNE
OBTAIN FINAL FAC APPROVAL OF JOB PERFORMANCE STANDARDS...OBTAIN PRELIMINARY / FINAL FAC APPROVAL OF
REVISED JOB APPRAISAL FORM...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
THE NEXT STEPS ALONG THE ROAD...
NOVEMBER (1998)
WORK THROUGH PRELIMINARY / DEVELOPMENTOF APPROPRIATE PERFORMANCE STANDARDS...
DECEMBER
FINALIZE DRAFT OF APPROPRIATE PERFORMANCE STANDARDS FOR FAC REVIEW...INITIATE BUSINESS SERVICE CENTER NEEDS ASSESMENT ANALYSIS...
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WHAT ARE STANDARDS OF PERFORMANCE ?...
• THEY ARE WRITTEN STATEMENTS DESCRIBING HOW WELL A JOB SHOULD BE PERFORMED…
• THEY ARE DEVELOPED COLLABORATIVELY WITH EMPLOYEES...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
JOB DESCRIPTION AND
ESSENTIAL FUNCTIONS
STRATEGIC PLANAND ANNUAL
GOALS...
STANDARDS OF PERFORMANCE
OBSERVATION AND FEEDBACK
PERFORMANCE EVALUATION
PERFORMANCE DEVELOPMENT
PLAN
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LINKING PERFORMANCE STANDARDS TO OUR OVERALL MISSION...
• MUST BE CLEARLY DEFINED AND UNDERSTOOD…
• MUST BE CONTINUALLY CHALLENGED AND OPENLY DISCUSSED...
• MUST BE INTEGRATED INTO THE JOB PERFORMANCE REVIEW PROCESS...
WE ARE COMMITTED TO BEING RESPONSIVE,COURTEOUS, PROFESSIONAL AND EFFICIENT...
WE TAKE PRIDE IN OUR COMMITMENT TOCONTINUOUSLY IMPROVE AND TO UPHOLD
HIGH QUALITY SERVICE STANDARDS…
WE WILL ACHIEVE OUR OBJECTIVES BY WORKINGCOLLABORATIVELY AND BY MAINTAINING
THE INTEGRITY OF THE INSTITUTION...
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
OUR VALUESOUR VALUES
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AN ILLUSTRATION IN DEVELOPING THE “LINKAGE”...
• WHAT DO WE MEAN BY HAVING A COMMITMENT TO CONTINUOUSLY IMPROVE ?
• WHAT DO WE MEAN BY
WORKING COLLABORATIVELY ?
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
KNOW WHAT YOUR CUSTOMER’SEXPECTATIONS ARE…
SEEK OUT ALTERNATIVES…
ENHANCE THE PARTNERSHIP WITHTHE CENTRAL OFFICES…
INTERPERSONAL SKILLS...
CHALLENEGE THE STATUS QUO…
ADAPT TO ORGANIZATIONAL ANDPROCESS CHANGES…
DEFINING BOTH LONG AND SHORTTERM GOALS…
LEARN NEW TECHNOLOGY...
DIFFERENTDEFINITIONS FORTHE EMPLOYEE
VERSUS THESUPERVISOR ?
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IF YOU WOULD YOU LIKE A COPY OF THIS PRESENTATION…
CUSTOMER SERVICE WORKING GROUP STATUS REPORTBUSINESS SERVICE CENTER FORUM- NOVEMBER 4, 1998
CHECK YOUR E-MAIL….