Tag Archives: OIS

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.


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/


Dashboards—Best Practices

A Dashboard is a visual tool that allows you to view data in real time. When coupled with your Key Performance Indicators, you can build a dashboard that enables you to gauge the health of your organization or business unit at a glance.

An image of an example of a quality dashboard.
An example of a good quality dashboard.

Best Practices for Developing a Dashboard

Dashboards normally have limited visual space, so choosing which metrics are displayed is a key decision. Remember that the goal of a Dashboard is to display only the most critical data and metrics to provide your staff with an “at a glance” view of how well they are meeting the business objectives.

“A picture is worth 1,000 words.” This is a great rule to use when trying to make your dashboards. Try to keep things as visual as possible with different chart types, colors, shapes, or interactivity and try to avoid turning your dashboard into a big spreadsheet.

When you start developing your dashboard, think about how you are going to keep it up-to-date. Your dashboard is only as accurate as the data it’s based off of, so determining the refresh rate of your dashboard should be taken into consideration.

The easier your dashboard is to access and use, the greater the chance that your staff will buy in to this new idea.

An image of an example of a poor quality dashboard.
An example of a poor quality dashboard.

Avoid the following Pitfalls

Adding in too much complexity during your starting phase. Keep it simple at first, and build in complexity once you have buy-in from your staff and have communicated your metrics.

Ensure that your metrics have been defined and communicated to your staff so that everyone is on the same page. Displaying a metric that your staff does not understand, not only takes up precious space on your Dashboard, but it adds in a level of confusion that could affect your staff’s level of buy-in.

Avoid clutter and non-value-added visualizations. Keep it simple and only include your most important metrics.

When developing your dashboard, be sure to account for the additional time and resources it will take to maintain and modify them.

Make sure that your metrics are aligned with your organization’s goals. Revisit your set metrics periodically to ensure that you are charting the correct course to achieve success.

Displaying poorly designed charts or graphs may add more confusion than understanding to your dashboard. Avoid this pitfall by having some outside eyes review your dashboards.

Contact us for Help!

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


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.