Service Excellence Initiative
Introduction and rationale
In 2015, Keeling and Associates conducted an extensive review of academic supports and student life programming. In their final Student Life Programs and Academic Support Services Review 2015, Keeling and Associates gave two foundational recommendations.
TRU should make, communicate, and hold itself accountable to an institutional commitment to improving and enhancing the student experience.
Establish a culture of student-centered work and customer service, including but not limited to the tone of offices, how advising is delivered and discussed, how students are greeted and escorted between services and how students are represented in communications and online.
To address these recommendations, a proposal was submitted to build on the existing service culture. The proposed service excellence initiative was set up to address the above recommendations, align with TRU's Strategic Priorities 2014-2019 and link to the TRU Brand Model.
- To build an Excellence in Service Statement.
- To align service with the TRU Strategic Priorities and the TRU Brand Model.
- To provide professional development and training opportunities that support understanding and implementation of TRU's Excellence in Service Statement.
- To establish a community of practice/ working group framework and ethos.
In the pursuit of implementing a service-based initiative on campus, a couple of key resource documents have been identified to guide the direction of the initiative and to best align with the ideals of the university:
The proposed three-phased process aims at identifying our core service values; offering professional development and training opportunities to further understanding of what excellence in service looks like; and carrying the momentum forward through a working group/communities of practice approach:
- Phase 1: Create a Campus-Wide Excellence in Service Statement
- Phase 2: Offer Training and Professional Development
- Phase 3: Build Communities of Practice/Working Group Framework and Ethos
Provide feedback on service themes
Service Statement Emerging Concepts
From a session with the Service Committee members in January, three emerging service themes were determined. These three concepts are:
We would love your feedback about these concepts: Do they resonate with you? Is there information you expected or wished to see? How do these concepts provoke action? Suggestions or recommendations?