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Effectiveness Evaluation

Customer Service Initiative

Business & Finance Customer Service Initiative Customer Service Initiative Logo

January 2008 | April 2008 |  Previous Winners - 2007

Already considered as proactive in its approach to continuous improvement and customer and market focus, the Division of Business and Finance (B&F) of the University of West Georgia (UWG) unveiled its own Customer Service Initiative in FY 2006 using the indicators and results from customer satisfaction surveys, employee training development, Business Process Redesign (BPR), and annual goal development to design a program that would help to make our business services "Faster. Friendly. and Easier."

Labeled as "Personally Serving You - Faster. Friendlier. Easier", the B&F initiative is designed to listen to our customers, communicate with our employees, and incorporate both sets of inputs into our continuous improvement programs. With B&F incorporating the third phase of BPR as a process improvement tool, the B&F Division was familiar with using cross-functional teams to map-out processes, implement more efficient technology, and remove non-value added steps (Faster, Easier). Our previous efforts resulted in a 2006 SACUBO Best Practice Award, the redesign of 14 different processes, and the plan to review 28 additional processes for the 2007 fiscal year.

Following-up on customer assessments that were initiated in 2005, B&F process teams aggregated and evaluated data from customer responses, developed action plans for improvement, summarized and published the results on the B&F website, and developed employee training programs to help make our employees more customer oriented (Friendlier). Additional customer service evaluations have been scheduled in each B&F area during the 2007 fiscal year. The data from both of these assessments will be the foundation for trend analyses and future customer and business improvements.

B&F employee input was solicited at all levels of the organization using training seminars, open forums, and employee questionnaires. The information was synthesized into a study that revealed the need for "Organizational CPR"; i.e. employee Communication, Participation, and Recognition.

  • "Communication" will be enhanced through monthly meetings, newsletters, email, suggestion boxes, and website review.
  • "Participation" will be achieved through BPR and training development.
  • "Recognition" will be accomplished through an employee recognition program that will be administered by a separate B&F Committee that will determine quarterly awards for employees that have either received customer commendations, co-worker nominations, or have participated in extensive customer-oriented development.

As our customer, your input is very important to us and to the success UWG. As we continue to update our progress in this initiative, please let us know how we are doing!

In response to the Governor and Chancellor's Customer Service Initiative, the Business and Finance Division introduced an employee recognition program in the fall of 2006 that was designed to recognize employees on a quarterly basis that demonstrate superior customer service performance.

 

April 2008 Recipients of the Customer Service Employee Recognition Award

Based on the nominations that were received from their peers for the period ending 3/31/2008, it gives me great pleasure in recognizing our 2nd Quarter recipients of the Customer Service Employee Recognition Award:

Dennis Lovvorn - Public Safety
Dennis displays extraordinary customer service skills, and treats all individuals in a courteous, professional manner. His calm posture is always assuring to our customers who are concerned about the security of their property. Dennis is able to describe a complex technical problem in language that anyone can understand. And even more importantly, he has a manner of speaking in which you feel engaged, not just spoken to. With a friendly hello and a smile, Dennis always communicates the attitude that it is his pleasure to help you and that he enjoys improving the campus community.

Mr. Sutherland presenting award certificate for Customer Service Initiative Recognition winners. (l-r) , Dennis Lovvorn - Public Safety, , Cherree Brown - Facilities & Grounds, and Nina Saxon - Human Resources, and Jim Sutherland - Vice President for Business & Finance

Cherree Brown - Facilities & Grounds
Cherree is well known for her very friendly and outgoing personality on campus. But perhaps her customer service skills are best known (and appreciated) by the students. Cherree's work is focused in Gunn Hall, so she has daily contact with the Advanced Academy students. And the students have wonderful things to say about her! She is described as hard-working, kind, and proud of a job well done. The students feel that she sincerely cares about them. As these young people are getting their first taste of college life, it is good to know that people like Cherree are having a positive influence.

Nina Saxon - Human Resources
Nina has a wealth of knowledge in the area of payroll and is always willing to help, no matter how busy she is. Although payroll can be a very time sensitive job, Nina is courteous and helpful even when a deadline is looming near. Assisting with issues ranging from late timesheets to missing paperwork, she always works diligently to correct these problems without complaining. In the 6 years Nina has been in Human Resources, she has built a reputation as a "go-to" person for answers and friendly service.

I would like to take this opportunity to congratulate all those employees receiving nominations and I encourage the campus community for their continued support of this very important program.

James Sutherland
Vice President for Business Finance
University of West Georgia

 

 

January 2008 Recipients of the Customer Service Employee Recognition Award

Based on the nominations that were received from their peers for the period ending 12/31/07, it gives me great pleasure in recognizing our 1st Quarter recipients of the Customer Service Employee Recognition Award:

Tim McWhorter - Campus Planning & Development
Tim's responsibilities on projects around campus put him in direct contact with many other departments. During these interactions, Tim has established himself as being always polite, always thoughtful, and always on task. He demonstrates superb communication skills and a calm reassuring presence. It's even been said that "we would have very few interpersonal difficulties on our campus if all were as good at this as he is."

Mr. Sutherland presenting award certificate for Customer Service Initiative Recognition winners. (l-r) Jim Sutherland - Vice President for Business & Finance, Tim McWhorter - Campus Planning & Development, Jessica Lane - Bursar's Office, Teresa Traylor - Business & Auxiliary Services"

Jessica Lane - Bursar's Office
Jessica works in a department that deals directly with our students on a daily basis. Often, the Bursar's Office has to handle difficult situations in which good customer service is critical. Therefore, it is noteworthy that along with peer nominations, Jessica also received numerous Customer Service Rating Cards with positive feedback from students. Described as very nice and helpful, Jessica takes a courteous approach to her job - and it is greatly appreciated.

Teresa Traylor - Business & Auxiliary Services
Teresa is always helpful in providing guidance and information to the many customers that rely on the services provided by Auxiliary Services. Utilizing her 10+ years of experience, she goes out of her way to ensure that problems get resolved, often going the "extra mile" to find an answer. Described as "a model employee who stands as an example to others," Teresa consistently provides good customer service with a pleasant and professional demeanor.

I would like to take this opportunity to congratulate all those employees receiving nominations and I encourage the campus community for their continued support of this very important program.

James Sutherland
Vice President for Business Finance
University of West Georgia

 

 

Customer Service Initiative | | | |

Last Modified: 4/28/2008