Category Archives: Announcements

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!

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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.


Mont Ripley Ski Area Employees On the Road

The Mont Ripley Ski Area staff at Michigan Tech attended the 2017 Midwest Ski Area Association’s (MSAA) Summer Meetings & Trade Show at Devil’s Head Resort, WI on August 20-23. Sessions included; The New ANSI B77.1 2017 Ropeway Standard; Attracting Newcomers: Boosting Results with Outside Resources; and Terrain Park Risk Management.

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Conference attendees include Greg Cleary, Lift Mechanic; Esa Leppanen, Skier Services Manager; Kevin McClellan, Mountain Operations Manager; and Nick Sirdenis, General Manager.


The Bookstore/University Images Merchandising Catalog

University Images 2015_16 catalog_brochure-01Recently, Michigan Tech’s Merchandising department (the Bookstore and University Images) chose to eliminate the printed catalog of Tech apparel and accessories and instead only sell its products on its online store. The online store is the best source for up to date products that can be purchased at the Michigan Tech stores. In the catalogs’ last several years, the Merchandising department was producing almost 40,000 copies that were mailed to alumni and friends across the country costing the department from $15,000 to $20,000 a year in production and postage. Transitioning fully to the website has made it less of a hassle for potential customers to check and see what products are still being offered and in what varieties making off-campus shopping easy.

The physical catalog became steadily less customer friendly when showing products that were often no longer available at the store when customers tried to order them through the post or over the phone. By discontinuing the catalog, people will have a more enjoyable shopping experience while using the online store. Customers are now able to access an accurate representation of the Bookstore’s physical stock. Over time, the percentage of orders received from the website reached the point where it was no longer practical to continue with the printed catalog. The website is able to be updated much faster to better reflect what can be found in the stores and online. Overall, the website became an easier interface for potential customers to see what is available, so the decision was made to discontinue the physical catalog.

You can visit Michigan Tech’s online merchandise store here: http://www.bookstore.mtu.edu/michtech2/


On the Road—2017 Michigan Lean Consortium

A number of Michigan Tech staff and students attended the 7th Annual Michigan Lean Consortium (MLC) Conference that was held on August 2-4 in Traverse City, Michigan. The conference was well attended and focused on topics including: enabling organizational improvement through effective change management, business engagement in Lean Facilitation through participant centered learning, coaching for professional performance improvement, and a workshop called “The 7 Quality Tools for Steering to True North” taught by Ruth Archer, Director of Continuous Improvement at Michigan Tech. Also, Michigan Tech student Process Improvement Coordinators from the Office of Continuous Improvement prepared materials for a display table and met with MLC leadership to brainstorm on the start-up of Student MLC Chapters.

Theresa Coleman-Kaiser, associate vice president for administration, participated in a pre-conference Board of Directors meeting and has been elected to the position of Vice Chair of the MLC. She is entering her last year of a three-year term of the ten-member board. The MLC is a non-profit 501(c)(3) organization that is governed by an all-volunteer board, with a membership that is dedicated to spreading Lean principles throughout every public and private sector industry in Michigan.

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Conference attendees include Theresa Coleman-Kaiser; Ruth Archer; Brenda Randell, Executive Assistant for the Associate Vice President for Administration; Colin Neese, Business System Analyst for the Office of Information Services; Andi Barajas, Communications and Media Specialist for the Business Operations office; Annelise Doll, Scholarly Communications and Repositories Librarian for the J. Robert Van Pelt and John and Ruanne Opie Library; Laurie Stark, Staff Development and Lean Initiatives Coordinator for the J. Robert Van Pelt and John and Ruanne Opie Library; and three Process Improvement Coordinator (PIC) student employees from the Office of Continuous Improvement, Rylie Store, Matt Chard, and Ari Laiho.

Staff and students alike were very pleased with the quality of presentations and the wealth of new information and perspectives on Lean methodology that the networking events and active learning sessions provided.

If you would like more information on this or other Lean events, please contact the Office of Continuous Improvement at 906-487-3180 or email improvement-l@mtu.edu.


Announcing: 8.01—Use of University Identity Marks

The University Policy Office, Office of Innovation and Industry Engagement, and University Marketing and Communication announce the issuance of new University Administrative Policy 8.01—Use of University Identity Marks.

This policy provides guidelines having to do with use of Michigan Technological University’s Identity Marks. The policy states that the use of any Identity Marks of the University which is approved must meet the standards outlined in the brand, marketing, editorial, and other associated guides published and maintained by UMC.

The policy is found here: http://www.mtu.edu/policy/policies/pr/8-01/

If you have questions about the policy, please feel free to contact The Office of Innovation and Industry Engagement (7-2228), or University Marketing and Communication (7-2354).


2017 ACUPA Policy Conference

Andi Barajas, Media and Communications Specialist for Business Operations under the Office of the Vice President of Administration, attended the annual Association of College and University andiPolicy Administrators (ACUPA) conference held on June 21-23, 2017 in Minneapolis, Minnesota. The conference was well attended and focused on topics including analyzing gaps in a university’s policy collection, University Policy in tumultuous times, student organizations, Title IX, enterprise risk management, employing student interns, automating policy and procedure management, contract management, and the partnership of forms with policies.
Andi has been a part of the Business Operations Office and assisting with University Policy since late 2016. She thought this was a great opportunity to expand her knowledge-base on policy and network with other university policy offices to gain insights on how our peers are handling the same challenges and situations we find ourselves in.
You can find more information on this and other ACUPA events at The ACUPA website: acupa.site-ym.com. To discuss a need for a policy or policy changes please contact policy@mtu.edu.


New Initiatives—Allergen Awareness

AllVerticalSome people have allergies that can be life threatening and Dining Services, along with Michigan Tech, strives for a safe and inclusive environment. Part of process improvement in Dining Services is to identify that our customers (faculty, staff, students, and general public) require allergen information as many people suffer from food related allergies. In an effort to create a safe environment, Dining Services has begun the task of identifying the “big eight” food allergens (eggs, wheat, soy, fish, shell fish/crustaceans, tree nuts, peanuts, and milk/dairy) in their recipes and convenience food products. Dining Services has created icons to help identify these allergens in an effort to communicate the food allergens in a graphic based, non-textual manner.

The process involves going through every recipe, reading every product ingredient label and identifying which foods contain the “big eight” allergens. During this process, Dining Services has discovered that they must read all of the labels and not just the allergen information as they have found the allergen information to be incorrect or incomplete. An example of such an incomplete allergen label was found when the allergen listed for wheat tortillas was “wheat” but when all of the ingredients were read through, Dining found that the tortillas contained “soybean oil” as well. The FDA exempts highly refined soybean oil from being labeled as an allergen. Studies show most (but not all) individuals with a soy allergy can safely eat soy oil that has been highly refined (not cold-pressed, expeller-pressed or extruded soybean oil). However, Dining Services wants to have all of the allergens listed no matter how small the risk to the customers.

Another part of the process consists of identifying the ingredients or products that may list the product allergen as “may contain” which means the product may be produced in a factory that also process products that contain one or several of the “big eight” allergens, such as peanuts. Dining Services is listing these products as it contains that allergen as we wish to be safe rather than sorry.

Dining started this process in the residential dining halls about a year and half ago, listing the allergen icons on the food lines. The next step being the addition of the food allergens on the Dining website.


Safety Tip: If You See a Mountain Lion

Seem as Large as Possible
Make yourself appear larger by picking up children, leashing pets in, and standing close to other people. Open your jacket. Raise your arms. Wave your raised arms slowly.
Make Noise
Yell, shout, bang your walking stick or water bottle. Make any loud sound that cannot be confused by the lion as the sound of prey. Speak slowly and loudly.
Act Defiant, Not Afraid
Maintain eye contact. Never run past or away from a mountain lion. Don’t bend over or crouch down.
Slowly Create Distance
Assess the situation. Consider whether you may be between the lion and its kittens, prey or cache. Back away slowly to give the mountain lion a path to retreat, never turning your back.
Protect Yourself
If attacked, fight back. Protect your neck and throat. People have used rocks, jackets, garden tools, walking sticks, and even bare hands to turn away mountain lions.

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Student Spotlight Series—Stephen Butina

Stephen Butina is a fourth-year student at Michigan Tech currently majoring in Management with a concentration in Supply Chain & Operations. Stephen is currently working as a Logistics co-op in the Logistics department at Greenheck Fan in Wausau, WI. While at school, Stephen works in the Office of Continuous Improvement as a Student Process Improvement Coordinator.

According to Stephen, “no day is typical” as far as his job in the Improvement Office is concerned. There are a multitude of tasks and projects that are a part of his job. In the mornings, Stephen checks the Improvement Office’s Kaizen event board to make sure he is up to speed with what he will be doing for the day as well as checking for different events on campus that people are working on to see if they need help coordinating their Lean event. He then goes on to check his emails and to check his personal Kanban board. Stephen’s personal Kanban board includes recurring tasks, various deadlines, and items that need to be checked at a later time. Using this tool helps Stephen organize his thoughts and spend more time doing “value-added” work for the Improvement Office, rather than wasting time trying to figure out what he is supposed to do. Lastly, he finishes up any blog post detailing the Improvement Office’s work that he publishes on the mtu.edu/improvement website.

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Originally from an area ten minutes south of Houghton, Stephen has had the opportunity to explore the Keweenaw a great deal before coming to Michigan Tech. Stephen enjoys golfing, snowboarding, hunting, walking his dog, and hanging out with his family. Stephen is also an active member of the Leaders of Continuous Improvement. Stephen’s favorite thing about Michigan Tech is that he has met so many new people and feels as though he has grown as a person. Finding “friends that will be around forever” and getting to see new faces every day and meet new people has made Tech the perfect place for him.

From his time working for the Improvement Office at Tech, Stephen has had the opportunity to meet a number of great people dedicated to Lean. Lean has “opened my eyes to a lot of good people.” Having heard about Lean through his classes, Stephen has been learning as much as he can about Lean processes and continuous improvement theory, going to as many Lean events and training sessions as he can participate in. Stephen has also been reading books about Lean such as Andy & Me: Crisis & Transformation on the Lean Journey by Pascal Dennis, a book where the reader learns that Lean is more than just a collection of tools; it entails a new way of thinking and behaving. Stephen has been using Lean methods to help improve his grades and reduce his stress levels along with helping him become more organized. He is currently using a personal Kanban board for everyday use as well as an occasional Affinity diagram and 5S for small fixes. From using these different tools, Stephen has been able to keep himself organized by focusing on what is “value-added” towards his studies rather than stressing about various menial tasks. He has been able to organize himself to the point where he is comfortable relying on his Google Calendar and personal planner to effectively perform in both his personal and professional life which has shown significant improvements in his academic performance.