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….


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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…


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…..”


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...


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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...


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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...


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...


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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


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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


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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


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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


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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...


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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...


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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 ?


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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


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...


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...


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...


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 ?


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…


CHECK YOUR E-MAIL….

university of new hampshire customer service working group status report business service center...

Documents

customer feedback

customer expectations

bothproviding customer

thebusiness service

timeoverall service

volunteer working group

pilot surveys

thcustomer survey document