Category Archives: Announcements

Customer Service Pilot Project—Phase 2

Initiating the Pilot

Auxiliary Services within Michigan Tech’s Administration has been conducting a Customer Service Pilot Project aimed at aligning our departments with our Mission and Guiding Principles. Specifically, our pillar of Customer Service/Service Excellence which states “Our units strive to create a great Michigan Tech experience for students, employees, and visitors. We seek to continuously enhance our understanding of customer and stakeholder needs that supports institutional values.” The pilot project consisted of creating a universal means of gathering customer service data from a variety of service-oriented locations on campus in order to poll a range of customers and situations. Auxiliaries partnered with the Office of Information Services and Business Operations in order to create location specific QR Codes that are able to be displayed in a tableau dashboard on Administration’s website. This dashboard is able to display both the “big picture,” combined results of the surveys from all of the locations the surveys have been deployed to and it is able to “drill down” to the specific locations where customers interact with Auxiliaries employees.

Locations that were selected for the pilot include: the Campus Store, the Portage Lake Golf Course, University Images, and the Central Ticketing Office.

Customer Service QR Code Ad
Look for our customer service QR Code stations around campus!

The Next Step

Phase two of the Customer Service Pilot Project included improving the design for the original “Rate our Service” ads by creating vanity URLs for each location that is tied to the same survey the QR Code is on that ad. This is a way to expand the response base from those who have used QR Codes before to everyone with a smart phone. Business Operations also created a second version of the ad that has a lower profile, so each location is able to decide what type of ad is appropriate for their space. Lastly, Business Operations created two different “How To” posters, one for the customer, explaining how to download the QR Code reader and use the “Rate our Service” ad and one for the Auxiliaries employees to explain to them how they are able to help their customers give the feedback that we find so important.

How to use a QR Code poster
Look for our “How to” posters around campus!

New locations for Phase Two include: the Mont Ripley Ski Area, the Memorial Union Guest Rooms and Office, the North Coast Grill and Deli, the Library Cafe, Coaches Corner, the Campus Cafe, Fusion, Huskies Cafe, and the Par and Grill.

If you have any questions on this or any other customer service project, please contact the Office of Information Services.


Theresa Coleman-Kaiser presented on Leadership Coaching

Theresa Coleman-Kaiser, Senior Associate Vice President for Administration, presented at “The Toyota Way to Service Excellence: On-line Event” on January 31st. Her session was titled “Case Study: My Journey Developing Coaches for Leadership Excellence.” The learning objectives for her session included:

  • Why coaching for Leadership Excellence and developing leaders as coaches is a critical management function
  • How to begin, sustain, and cascade a coaching practice to create an aligned stream of leaders throughout your organization
  • How to make your Learner’s thoughts visible in order to understand mindset, skill, and will
  • The wide range of feelings associated with a coaching practice, and how to find joy in developing others

Picture of Theresa presenting a Lean Topic

You can find “The Toyota Way to Service Excellence On-Line Event” agenda at the Lean Frontier’s website and view any sessions from the on-line event until April 30, 2018 free of charge.

Instructions to enroll:

  1. Navigate to the course Website
  2. Click on “Enroll in Course for $195” (course fee will be waived in next step)
  3. Click “add Coupon Code” and enter: CORPSUBSCRIBE
  4. Click “Apply” to confirm code
  5. Enter email and click “Continue”
  6. Click “Enroll in Course”
  7. Enter name and create password
  8. Click “Create Account”
  9. Click “Continue to Course”


OIS Donates to LeaderShape®

The Office of Information Services (OIS) donated one full scholarship that allowed a student to participate in the LeaderShape® Institute.

The LeaderShape® Institute is an intensive week-long leadership development experience that is designed to help young leaders learn to “lead with integrity.”  This highly interactive program provides the tools for individuals to:

  • Act consistently with core ethical values, personal values, and convictions
  • Develop and enrich relationships
  • Respect the dignity and contribution of all people
  • Believe in a healthy disregard for the impossible
  • Produce extraordinary results

The LeaderShape® Institute uses interactive program methods rather than classroom lectures—everyone is a teacher and everyone is a learner. At the LeaderShape® Institute, participants create a LeaderShape® Breakthrough Blueprint they can begin to implement as soon as they leave. The objective of each participant’s blueprint is to produce extraordinary results in their organization and their institution during the next nine to 12 months.

The Michigan Tech LeaderShape® Institute continues to be very popular after almost a 20 years at the university.

OIS is proud to have contributed to an organization that instills leadership abilities into young people. OIS staff members believe in leadership by relationship building and collaboration and are pleased that a long-running institute provides this training on the Michigan Tech campus.

Screen Shot of the LeaderShape Promotional Video
Screen Shot of the LeaderShape Promotional Video

Find a video of participants and more information about by the institute at the LeaderShape® website. http://www.mtu.edu/student-activities/leadership/leadershape/


New Initiatives—Policy Biennial Review

—Ann Kitalong-Will, University Policy Office

Michigan Tech’s Policy Office maintains the University Policies and Procedures Manual, ensuring that administrative policies are developed using best practices in policy administration and are in compliance with Board of Trustees’ policy. According to Board Policy 3.2 University Administrative Policies and Procedures, all university administrative policies must be enacted, published and periodically reviewed using uniform standards and formats.

Image of a Policy Memo

To ensure that University policies are up-to-date, we have implemented a biennial (every two years) formal review process. Please note that any office may still update their policies through our office at any time; this formal review is intended to be responsive to any change in regulation or legislation impacting policies, reflect updated practices and position responsibilities, and any other specific revisions that may be deemed necessary.

This process will begin in late November and will proceed through the spring of 2018.


Office of Information Services Website Launch

The Office of Information Services (OIS) announces the launch of its new website!

OIS serves the Vice President for Administration division in an information support role. Our key areas of expertise include Business System Analysis, IT Project Management, and Business Intelligence and Data Visualizations.

Our mission is to engage people, cultivate continuous improvement, and innovate through technology and process to enhance strategic decision making as one administration.

We partner with each business unit within the Vice President for Administration division to assist in improving our business processes through the use of innovative information systems and services. We believe in, and use in our daily work, lean methods and the tools of continuous improvement.

Dashboard Icon

We are dedicated to advancing the mission, vision, and goals of the University through effective and efficient information support services.

Visit our website to view the service catalog, common questions about dashboards and information analytics.

For further information or questions, please contact the Office of Information Services.


On the Road—Colin Neese

Colin NeeseColin Neese, Business Systems Analyst for the Office of Information Services, under the Vice President for Administration, attended the 10th Annual Tableau Conference in Las Vegas held October 9th through the 12th. Tableau is a data analytics and visualization company dedicated to transforming how people use data to solve problems. Over two hundred unique breakout sessions were offered at the annual conference in addition to hands on training sessions presented by Tableau Employees and sponsored partners. Colin will be working to enhance existing Vice President for Administration dashboards and developing new visualizations using best practices and training received at this conference.


Fixing the Door to Nowhere

There was a door at the North East corner (campus side) of the Memorial Union Building originally meant to have steps to a patio. The patio and stairs where never built and the door was thereafter known as a door way to nowhere.

North East Door 005
Fixing the Door to Nowhere—Before
North Ramp 0662
Fixing the Door to Nowhere—After

Auxiliary services decided to make a capital request to construct a ramp and replace the existing door with an automatic sliding door. The request was approved and construction began in June. The railings were powder coated, the new threshold installed, and the sliding door was activated before orientation week, 2017. The handicap entrance is now open for the new academic year.

North Ramp 069

Before this ramp was built, the Memorial Union did not have a handicap accessible entrance on the campus-side of the building. The new ramp is the first heated handicap ramp on campus, and it should not have to be shoveled to keep the ramp clear during snow events—allowing year-round access to those who need it.


QR Code Customer Service Surveys

The Office of the Vice President for Administration is rolling out a Customer Service Survey Pilot Project using QR codes stationed at various locations around campus. Look for the code at the cash registers in the Campus Bookstore, the Portage Lake Golf Course, and the Central Ticketing Office. Please participate in this survey to help VP Administration better improve customer service, the Michigan Tech experience, and enter yourself into a drawing for a free coffee!

Announcement Ad

 


Sully—In Print Again!

Sully Article CoverMichigan Tech’s Merchandising Operations Manager (Campus Store/University Images) Shane “Sully” Sullivan, was interviewed for an article in the July/August Issue of The College Store Magazine, published by the National Association of College Stores. The article, titled “Reaching Freshman before they’re Freshman” (page 54), explored ways campuses have reached out to students before they move onto campus, during their first few weeks as students, and maintaining a relationship with students once they begin their courses. In the article, Sully explains his department’s “opt-in” strategy for notifying customers of the store’s services, sales, and promotions. Having customers voluntarily sign up for the marketing email service (Google group HuskyDeals-l) instead of forcing customers to opt-out guarantees that the customers are agreeable to receiving the emails and makes it much more likely that they will use the promotions and purchase products. Sully goes on to say that his department limits the amount of marketing emails sent to customers to two per promotion event; a main promotion announcement and a reminder that’s sent out a couple weeks later. Ways that Sully and his staff spread the word about their opt-in email list include mentioning the service in meetings with other department members, adding promotional flyers highlighting the service to customer’s bags at check-out, and engaging new students as they are on orientation campus tours. Sully and his staff are happy to engage students and staff in the store or around campus and are always looking for feedback as to how they can improve their services and cater better to their customers.