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Service Excellence Core Group Project Definition
Mission
It is the mission of the Service Excellence Core Group (SECG) to improve the customer experience for University students, parents, alumni, visitors, guests, and other external constituents. We hope to enhance their experience by promoting excellence in service delivery and customer relations.
Executive Summary
Membership in the Service Excellence Core Group is comprised of representatives from many areas of business operations as well as student academic, financial and support services areas. These members are responsible for holding weekly meetings to provide consistency and continuity to campus-wide service delivery improvement efforts.
In keeping with the framework of the Strategic plan for Academic Excellence, and under the supervision of its Executive Sponsors, the Service Excellence Core Group will work in conjunction with the Employee Core Group and other University committees with the ever-present goal of improving service to the University's external customers. The largest part of these customers fall at various stages along the Student Life Cycle.
In addition to people in all stages of the Student Life Cycle, the Service Excellence Core Group will focus on parents, alumni, visitors, guests, and other external constituents.
The Service Excellence Core Group will strive to better the experience for these external customers by making focusing on the following units:
- Financial Service Units (including the Office of Financial Aid, Payroll Services, Student Accounts and the Cashiers Office).
- Student Academic Service Units (including Undergraduate Advising, Gelman Library and the Registrar).
- Student Support Service Units (including Housing Services & Occupancy Management, Undergraduate Admissions and the Office of Alumni Programs).
Objectives
- Create a list of current service delivery improvement projects related to external customers throughout the University.
- Develop review and recommend improvement project priorities to senior management.
- Create subcommittees as needed to implement projects.
- Coordinate activities of sub-committees.
- Review project successes.
- Track and monitor project development and implementation progress.
Procedures
Service Excellence Core Group meetings will take place weekly and employ a suite of project management tools to ensure consistency and efficiency. The group will use a listing of all projects, called the Project Dashboard, to track the status of all projects, and conduct it's meetings from a standard agenda based on status dates from the dashboard. Each week, status updates will be given for various projects. These reports will be created in a standard template to ensure that all appropriate pieces of data are included in each report. All decisions, action items and issues raised will be captured in the Weekly Status Report.
Proposed Scope and Deliverables
The Service Excellence Core Group will focus its attention on the initial set of priorities outlined below:
- Develop a Student communication Module to help set expectations and alert students of emerging issues before a problem arises. The components of the Module should include but are not limited to:
- A calendar that tracks important dates and deadlines for managing student life
- An alert system for financial and academic information that impacts student life
- Policy changes that impact financial and academic areas of student life
- Generalized information pertinent to ALL students
- Broadly customized information based on the class of student
- Student feedback to help ensure that needs are met
- Organizing of the GW Web Site to better serve external customers
- Active communication with and coordination of other advisory and service groups working on projects and initiatives related to excellence in serving our external constituents
- Additional priorities will be added through the group's research and discussion.
Membership
Chairs:
Senior Vice President Robert A Chernak
Executive Vice President and Treasurer Louis Katz
Members
Mack Brooks, Columbian College
Lisa Carlson, Academic Affairs
Gail Etschmaier, Gelman Library
Nancy Haaga, EVPT
Carol Hawkins, Registrar
Jim Hess, VP for Communications
Shreeka Jackson, SASS
Peter Konwerski, SASS
Sharon Lincoln, Employee Training and Development
Nina Mikhalevsky, Columbian College
Scott Mory, Alumni Programs, Advancement
Taina Shields, EVPT
Dave Swartz, ISS
Staff :
Jennifer Sjostrom, Bearing Point
Alicia Karam Harkness, Bearing Point
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