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Serving Internal Customers Bovinely
Presented by Dr. Jim Black
Students are NOT widgets.
But you will only be successful serving them if you work together…across boundaries.
Blur the boundaries.
Integrated Services• Student information system
• Enrollment services
• Student orientation
• Class scheduling
• Paying for college
• Support services
• Student learning
• Graduation
• Finding a job
Information Sharing
CommunicationCoordination
Co-location
Integration
Integrated Services
• Wizard of Oz committees
• Cross-functional teams
• Restructuring
• Co-location
• Process reengineering
• One-stop and no-stop services
Interoffice Communication
• Invest in communication
• Accept imperfection
• Identify the audience and key messages
• Package information effectively
• Choose the best channels
• Engage the audience
• Test the reception
Interoffice Communications
• Encourage two-way communication
• Develop a common lexicon
• Create opportunities for sharing
• Treat other offices as your customer
Coordinate Service Delivery
It’s the totality of theservice experiencethat matters to thestudent.
Coordinate Service Delivery
• Project plan
• Project management
• Milestones
• Shared responsibility
• Celebrate team successes
Internal Customers
An internal customer is anyoneaffected by the service or processused to produce the service. Theinternal customer could be a supplier,processor, or recipient of the service.Source: Adapted from Joseph Juran
Get to know you internal customers.
By working with your internal customers, you will be…
• More innovative
• More effective
• Increasingly efficient
• Less likely to create internal problems
• More satisfied with your work experience
• Better at solving student issues
• More successful
Remember The Golden Rule
You will get asgood as yougive.