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Meeting Minutes

December 6, 2004

Present: Betsy, Loman, Dave, Ann, Mike P., Bonnie, Darren, Wilbert, Leonard, Teresa (present on Service Excellence), Michael, Janet

Service Excellence began through strategic planning. It was identified that employees wanted to look at how to enrich our lives and better support our students. They are presenting to all groups and have created a lot of new marketing materials. Service excellence is a culture, philosophy, ongoing organic movement. At this point Service Excellence has gotten through the first row of the puzzle (referring to the handout), focusing a lot on leadership visibility. They have had a few celebrations, recognitions; they want to support and recognize people. They have spoken with new faculty and employees. For the upcoming year they are looking at focusing on rebooting. There is not a certain timeline in line for when all of this is completed, that is why it is considered organic. The pieces of the puzzle were identified by a couple different business models. It has about 15 active participants on the committee that meets once a month. Have gone to other businesses and looked at how they work, and are modeling after those. Use staff development as a communication tool to get this out there. It is still evolving. It is a great indicator to use as a student retention piece. Service excellence will be evolving, it isn’t the approach of coming in and saying this is what you must do, but more of a filtering through the campus.

Handout of 2B chart – Human Resources and Planning: Under this section mentioning Service Excellence under #3 Professional Development: need to decide if we want to add this or not. The difficulty for Service Excellence is that this model is based on business/health model, not out of an educational environment. Do not need to delve into too much information but mention that we are attempting to do this; that we are planning on evaluating, but because it is new it has not been evaluated yet. Should include Service Excellence in 2B as an example that we are trying to improve ourselves and become self-aware.

This chart is everything that we have talked about as well as information that has been given by others. What needs to be decided is what appears to be the most compelling information to use as examples of evidence.

• Technology is an important aspect of this, and it would be helpful to have some highlights of what has happened in Technology between 1996 and today, technology has always been a part of our culture. There are 40 computer labs on campus, plus specialty labs and smaller labs. Created a helpdesk - wasn’t there ten years ago.
• Media Services – can go under facilities or academic. 
• Impact of Title V program- look at separately even though it is meant to bring up the whole school, it has done a lot for the school, and has allowed PC to grow. Maria has a chart showing what Title V has done and what PC is deciding to keep that surfaced from Title V grant.
• SASS program – tutoring program, more of a complete program now than it was. Directed towards athletics. Act more as advisors and hands-on advocacy rather than just tutoring, though tutoring is the main point. Shows increase in GPA, retention, graduation.
• Parking – new committee was formed about 6 months ago; gated admin parking lot is one of the results of this committee. Parking is a big retention issue. It was cut out of the last bond issue, but we tried to do it anyway.
• Might want to mention community based resources, as well as Alumni Department. Leonard will contact Frank Luna to identify how they benefit as a financial resource (support)
• Wellness – there is a financial piece as well because it is assisting us in minimizing financial cost.

When looking at examples to use, it is important to use those that demonstrate an impact on our students.

Opportunity for Improvement

• Cross out the second and third opportunity for improvements. These are already being corrected and therefore are no longer relevant. Climate Survey can be used as an opportunity for improvement. Need to also look at what steps are being taken to do this.
• On page 5 – satisfaction maintenance of facility is being addressed with new maintenance plan.

A rough draft of 2A will be sent out before the break, look at information and data not at grammar.

Next meeting: Monday, January 10, 2005.