making a difference-columbia state community college-august 2013

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Talent Acquisition Talent Development Making a DifferenceFall Convocation August 19, 2013

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I made this presentation to over 200 faculty and staff at Columbia State Community College in Columbia, TN in August 2013.

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  • 1. Talent Acquisition Talent Development Making a Difference Fall Convocation August 19, 2013

2. We Speak Your Language Who am I? Husband of 1 Father of 2 Friend of many Player-coach Cause person 3. We Speak Your Language Who is Columbia State? Two Year College Nine County Region Five locations: Columbia-Franklin-Lawrenceburg- Lewisburg-Clifton Access and Commitment to all Part of sixth largest higher education system in the nation 4. We Speak Your Language Who do we serve? 5. We Speak Your Language Our Challenges 32% of TN adults have some type of degree-This puts TN 43rd in the nation. Gov. Bill Haslam's goal: 55% of adults in TN earn college degrees by 2025 Roughly 65% of residents attend college Completion is an issue Nashville State free college option 6. We Speak Your Language Potential Remedies Dual enrollment increase Community College enhancements Labor education alignment program Strategic Partners Western Governors University 7. We Speak Your Language So What does this mean? 8. We Speak Your Language Getting their attention 9. We Speak Your Language How you can make a difference Delight your customers No surprises Get them talking Become irreplaceable 10. We Speak Your Language Creating legendary service Becoming a Category of One-Joe Calloway Ask more Questions Always keep your cool Stop talking and Just Go 11. We Speak Your Language Raving Fans-Ken Blanchard Decide what you want- CSCC vision Discover what the Customer wants- students Deliver the vision Plus more 12. We Speak Your Language Empowering Customer Service Employees Get Started-Connect front line to strategy Empower-Teach people to think for themselves Experiment to Implement-allow flexibility Eliminate Barriers-break down hierarchy Source: Harvard Business Review July 2013 13. We Speak Your Language Key Points! Vision Strategy WIN Flexibility-Accountability The Extra Mile 14. We Speak Your Language What will success look like? 15. We Speak Your Language Legendary Service 16. We Speak Your Language Customer Service in Higher Ed How do institutions see students? Students as learners (72%) How do students see institutions? Students as customers (51%) Students as learners (29%) Students were almost twice as likely to see themselves as customers versus learners! How are/will you address this? Source: NASPA 2007 17. We Speak Your Language More Whys High school graduation numbers are somewhat stagnant through 2014 Increased options (remember earlier slide) You need to know ALL of your competitors. 18. We Speak Your Language Making a Difference You make a difference in the life of each student How you serve them is evolving 19. We Speak Your Language What legends do we have for serving others? 20. We Speak Your Language Next Steps Breaking into 10 groups Facilitated discussion Return to Cherry Theater Report from each group See you in 40 minutes! 21. We Speak Your Language Dan Ryan Principal [email protected] http://ryansearch.net