Page 1 of 10. FY 09 Customer Service Improvement Plan. Kennesaw State University

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1 Page 1 of 10 FY 09 Customer Service Improvement Plan Kennesaw State University SECTION I. EXECUTIVE SUMMARY President: Dr. Daniel S. Papp Date of submission and/or revision: CS Champion: Linda Lyons Contact Number: (770) State of Georgia Commitment: To provide the best customer service of any state in the nation. University System of Georgia Commitment: To provide the best customer service of any higher education organization in the nation. Please provide brief statements for the following Description of Institution: A member of the 35-unit University System of Georgia Kennesaw State University, chartered in 1963, is a comprehensive residential institution with a growing student population approaching from 132 countries. The third-largest university in Georgia, KSU is a diverse mixture of traditional and nontraditional, residential and commuter students. Kennesaw s academics include more than 40 undergraduate degree programs in the arts, humanities, social sciences, mathematics, natural sciences, accounting, business, teacher education, computing and information systems, nursing, health, and human services. Also available are graduate degrees in the areas of accounting, business, education, conflict management, professional writing, public administration, nursing, social work, applied statistics, information systems, and applied computer science. In 2007, KSU launched a Doctor of Education (Ed.D.) in Leadership for Learning program. KSU's chief administrator is President Daniel S. Papp, who began his tenure July 1, Kennesaw State University aspires to be a progressive and exemplary educational institution, respected for its excellence and leadership in teaching, service and research. The university is committed to continuous improvement in an increasingly diverse and constantly changing learning community. The Institution s Mission: Kennesaw State University is a comprehensive public university that serves primarily northwest Georgia and Atlanta. With nationally recognized liberal arts, professional, and continuing education programs, KSU offers exemplary disciplinary and interdisciplinary education at the baccalaureate, master s, specialist, and professional doctoral levels. KSU s students prosper in a supportive environment with faculty, staff, and administrators who are vitally engaged in student life. KSU s academic programs are collaborative and creative, emphasizing both the development and application of knowledge. The KSU community values and promotes integrity, global awareness, technological literacy, diversity, and lifelong learning.

2 Page 2 of 10 The Institution s Customer Service Vision: Kennesaw State University is dedicated to providing top customer service to our students and other KSU constituents by diligently listening to our customers concerns, being proficient and knowledgeable in our job duties, and demonstrating a willingness to go above the customers expectations when addressing customers issues and interests. Institution s Strategic Goals as it relates to Customer Service: 1. To enhance and expand academic programs and delivery. 2. To improve retention, progression, and graduation rates while maintaining high quality. 3. To expand campus resources and enhance campus infrastructure. 4. To enhance student life activities and prepare students to be leaders. 5. To improve service, strengthen accountability, and establish a stronger sense of community. SECTION II: FY09 CUSTOMER SERVICE IMPROVEMENT PLAN(S) Please provide an overview of the FY09 Customer Service Improvement Plan highlight areas for improvement and major action steps planned: Description of Plan: The plan will focus on learning services rendered and targets both internal and external customers. By evaluating our learning programs as it relates to our external customers, the unit will assess services that address professional development, technology as well as provide resources to clients. The plan will also improve internal processes by developing the appropriate metrics to evaluate what is working and what needs improvement. Collecting and evaluating this data will assist in addressing customer needs and producing higher customer satisfaction. This plan supports Kennesaw s strategic goal in improving services, strengthening accountability, and establishing a stronger sense of community. Customer Service Vision: will strive to provide learning opportunities and customer focused services for both our internal and external customers to assist them in achieving their personal and professional goals. To meet our core service objective, our team leaders and staff will demonstrate customer service attributes of being engaged, accessible, responsive, courteous, and knowledgeable. Our aim is to be: continuously dedicated to anticipating customers needs and exceeding the customer s expectations provide opportunity for internal customer growth and development while providing outstanding external customer support and establish an environment of continuous improvement. Key Programs Key Program: Organizational Development Area of Provide opportunity for improvements and expansion of services while Improvement: providing outstanding external customer support. Primary Customers Impacted (internal and external): Internal customers (Continuing Education s employees, KSU s staff, faculty, and students) and external (Kennesaw community and surrounding metropolitan Atlanta community)

3 Page 3 of 10 Number of customers (approximate) impacted by this program: 21,000 which will include online programs, classroom sessions, corporate seminars and associations who hold their programs at Continuing Education s facility. Number of employees impacted by this program: Staff: 65 Total number of employees impacted by all key Staff: 65 programs: Total number of employees at the institution: 2,067 (includes Part-time/Full-time regular and temp, faculty, staff and students) Total number of customers (approximate) impacted by all key programs: Estimated 21,000+ SECTION III: SUMMARY OF KEY PROGRAMS, AREAS OF IMPROVEMENT & ACTIONS (Complete Areas of Improvement for each key program listed) Key Program: Organizational Development Area of Improvement: Provide opportunity for improvements and expansion of services while providing outstanding external customer support. Which Customer Service goals are impacted? (Check All that Apply) Training Opportunities: All employees are expected to take professional and life enrichment non-credit classes. The specific number of completed training hours is discussed at their annual performance review. Project Management Training: For staff responsible for planning and implementing projects to ensure work performance effectiveness, skill development, and successful completion of projects in a timely manner. Seasonality Training: Staff will participate in this form of training to ensure proper management and implementation of all learning courses provided by Continuing Education. Specifically address decisionmaking and problem solving skill sets. Process (Faster) People (Friendlier ) X X X X X X X X X Access (Easier)

4 Page 4 of 10 SECTION IV: IN-DEPTH STUDY OF CUSTOMER SERVICE IMPROVEMENT PLAN (Complete a Customer Service Improvement Plan for each action listed in Section III) Key Program: Organizational Development Area of Improvement: Description: (What are you trying to accomplish, including goal / desired result) Provide opportunity for improvements and expansion of services while providing outstanding external customer support. Training Opportunities: All employees are expected to take professional and life enrichment non-credit classes. The specific number of completed training hours is discussed at their annual performance review. 75% of non-credit courses taken during employee s normal workday with release time must be job related and enhance the skills of the employee to benefit. 25% of non-credit courses taken during employee s normal workday with release time can be Continuing Education life enrichment courses with the approval of their Director. Hours out of the office in training are to be limited to the number of hours equal to your FTE (full time equivalency). Example: 19 hour employee = 19 hours of annual training 30 hour employee = 30 hours of annual training These hours include courses taken through the, Conferences, off-site training, and other avenues of training within the University. Transcripts will be distributed biannually to Directors to assess their employees training progress. The supervisor must approve in advance all courses requested and insure that the unit work is covered. Ownership: Who is responsible for this Action? (Office, Department, or Role) Planned Start/End Date: Actual Start/End Date: (if applicable) Credit courses through KSU will follow campus policy and are counted toward your FTE requirement at the end of the tracking year to fill out hours you lack and are equal to the credit number of hours awarded (i.e., a 3 hour credit course will be counted as 3 hours toward your FTE requirement). The Directors are responsible for meeting with their employees to address and establish their personal and professional development goals. Program managers, staff and directors will in turn deliver quality service while staying knowledgeable of current customer needs to increase customer satisfaction. July 1 st (beginning of FY09) On-going

5 Page 5 of 10 Resources Needed: (people, capital, equipment, systems ) CS Attributes Impacted by this Measurements (What are you measuring, how are you measuring it, when i.e., how often) Will be determined by leaders of each unit. The opportunities for shared resources within, and/or within the campus as well as webinars or external community. X Helpful X Courteous X Accessible X Responsive X Knowledgeable Measurements will be based on the statistics from employee/staff development enrollment and performance effectiveness through specific performance outcomes based on training courses taken. Effectiveness of the training will also be measured from customer feedback and evaluations, observations on the methods in which the employees transfers the knowledge back into the work environment and how these skill sets are enhancing customer service. The results from data collected from metrics will be shared in Divisional Meetings as well as to staff members who are impacted by the feedback results. The registration unit documents the amount of training hours each staff member acquires. It is the employee s responsibility to alert Registration if they are taking courses outside of in order to receive credit and to keep training records accurate. This data is collected and assessed twice a year. Key Program: Area of Improvement: Description: (What are you trying to accomplish, including goal / desired result) Ownership: Who is responsible for this Action? (Office, Department, or Role) Planned Start/End Date: Organizational Development Provide opportunity for improvements and expansion of services while providing outstanding customer support. Project Management Training: For staff responsible for planning and implementing projects to ensure work performance effectiveness, skill development, and successful completion of projects in a timely manner. In providing this training, it will accomplish developing employees in how to manage programs and projects more efficiently along with documenting the process. The ultimate goal is to streamline programs and projects to eliminate what is not working, review areas for improvement as well as for cost savings in implementing learning initiatives and to develop lucrative programs while providing cutting edge customer service in all areas of our organization. Directors within their department along with the project managers. July 1, 2008 (beginning of FY09)

6 Page 6 of 10 Actual Start/End Date: (if applicable) Resources Needed: (people, capital, equipment, systems ) CS Attributes Impacted by this Measurements (What are you measuring, how are you measuring it, when i.e., how often) Actual start date: June 6, 2008 Project Management training and will be On-going Resources needed are trainer/facilitator, Project Management Process materials, class room, power point, all employees/staff within, training fee for outside consultant X Helpful X Courteous X Accessible X Responsive X Knowledgeable Assessment tools developed are going to be documented and posted on the I-Drive within via Directors and Project Managers. The Project Management tools will be used to look at current documented projects listed on the I-Drive and streamlined in the future. Directors will be responsible to observe and measure their areas of responsibility along with the Project Managers. This will be reviewed every six months collecting data from the I- drive. This process will allow us to continuously improve processes within programs, to evaluate which programs are not beneficial and what programs are more effective to continue for further development. The data will be shared at directors meetings on a quarterly basis and with staff members who are impacted by the metrics results. Key Program: Area of Improvement: Description: (What are you trying to accomplish, including goal / desired result) Ownership: Who is responsible for this Action? (Office, Department, or Role) Planned Start/End Date: Actual Start/End Date: (if applicable) Organizational Development Provide opportunity for improvements and expansion of services while providing outstanding external customer support. Seasonality Training: Staff will participate in this form of training to ensure proper management and implementation of all learning courses provided by. Specifically address decisionmaking and problem solving skill sets. This Seasonality training will improve decision making skills and financial decisions about the classes we offer. These decisions will determine and address quality issues for all programs in identifying and responding to customer needs. Directors and Program Managers over all the programs offered. Planned start date was May 30 th, 2008 with another training session July 28, 2008 and will be through FY09 On-going and continuously evaluated for improvements throughout the year.

7 Page 7 of 10 Resources Needed: (people, capital, equipment, systems ) CS Attributes Impacted by this Measurements (What are you measuring, how are you measuring it, when i.e., how often) Trainer fees, classroom set up, equipment needs, training materials and any other needed items for workshop/session. The Financial Management Department will pull data for each unit and provide financial information for every program to help evaluate and monitor the courses. Monthly budget meetings and quarterly program manager/director meetings are held in order to assess progress. X Helpful X Courteous X Accessible X Responsive X Knowledgeable Financials will reflect: Enrollment patterns will indicate those classes that are not financially sound to create a leaner organization. This will re-direct efforts to focus and develop projects/programs that meet the current and future customer needs. A customer service survey will be provided to benchmark where we are now and a survey will be launched 6 months later to answer How are we doing. This process will assist in establishing baseline data to continue to gauge results of services rendered. Surveys will be made available through the organization s user-friendly website. Once we gather the survey s and assess the data, the organization will take action to improve areas that need adjusting, re-directing or even eliminated. SECTION V: QUARTERLY REPORT OF RESULTS N/A Measurement Baseline Goal Results Q1 Result s Q2 Result s Q3 Results Q4

8 Page 8 of 10 Accomplishments: N/A Action Describe Current Accomplishments Challenges Or Changes In Plan: N/A Action Description of Challenge or Reason for Change in Plan Next Quarter Actions N/A Actions

9 Page 9 of 10 CALL CENTER PERFORMANCE: N/A Baseline Goal Calls Answered By A Person Actual Performance Q1 Q2 Q3 Q4 % Not Answered Average speed to answer (NOTE: for use by institutions with call centers use numbers from Call Center Report) VI. ADDENDUM Additional information, not included in the template, may be added in an addendum to the report. Successes in improving Customer Service that were not part of your plan should be reported here. (optional).

10 Page 10 of 10 REVIEW AND APPROVAL Customer Service Champion Date Institution Head Date