1. September 19, 2017 Hub ballroom
Student Experience Redesign (SER)
Advisory Board Meeting
Team Members
Working Group: Culture of Service
Deliverable: Service Culture Training
Marc Fournier
Khaseem Davis
Patricia Coray
Amy Snyder
Shelby Kruczek
Andrew Krell 
Jessica Biddle
Melissa Thierry
Rachel Cleaver
Develop a service culture training model at Mason that will enhance and promote a culture that is student/constituent centered.
Students do not always feel their voices are being heard, and they don’t understand why changes occur. All students should encounter proactive, coordinated and nurturing interactions and services in every part of the institution. (Blackboard, Mason Analysis Final Page 75)
Existing rules and assumptions do not result in the intended quality student experience. Interpretation of policies, intent, and practice are often out-of-alignment. Perspective or voice from faculty or administration (Blackboard, Mason Analysis Final Page 75)
Students, faculty and staff are not receiving communication that results in appropriate awareness, action and understanding
September 19, 2017
Hub ballroom

2. Our Big Idea Adapt* Develop* Align Apply Upskill
Problem Statement: restate challenge Value: restate Evidence from previous chart (1-2 qualitative/quantitative points)
Our Big Idea
Develop (Quick Win)
Select Model of Service Partner- RFP​
Consultative Review​
Assessment and Benchmarking from Existing and new data​
Develop quantitative and qualitative measurement tool ​
Develop Service Standards aligned around Blackboard and additional reviews
Adapt (Quick Win)
Brand the Service Culture Program​
Baseline Curriculum ​
Cross Department Rallies ​
(4) 150ppl each​
Why customer/constituent service is important​
Review assessment information​
Begins customized curriculum​
Utilize Cross Functional Champions and work with teams to apply to Mason​
Adapt*
Develop*
Align
Sustain
Staff appropriately for ongoing training​
Communicate progress monthly​
Provide resource and support mechanisms and retraining tools​
Integrate Culture of Service​ into all external publications​
Peer Culture Takes Over
Align
Align/Modify structures ​
Maintain senior executive ​ communications ​
Leadership knows/Understands​ supports communication efforts​
Apply
Service Culture Training
After Adapt- say those are the quick wins that will occur by June of 2018
Apply
Train the trainer sessions ​
Cross functional champs​
4 session 30 attendees​
Quantitative dashboard​
Service metrics​
Training metrics ​
Continuous feedback loop​
Upskill
Upskill
Monthly departmental training facilitated by Cross Functional Champions​/Trainers
Continued Training through​ orientations and in-service​

3. Problem Statement: restate challenge Value: restate Evidence from previous chart (1-2 qualitative/quantitative points)
CRM Implications
Culture of Service Alignment/Integration 
with CRM
 DEVELOP
Consultative Review- Culture of Service Quick Wins
Assessment/Benchmarking Data (Qualitative and Quantitative metrics) developed and housed within CRM for use and communication
Work with CRM team to identify Culture and business process changes that would improve the usage of the CRM tool
Build training that incorporates CRM usage, business process changes, standards, and cultural expectations
APPLY
Train the trainer sessions 
Cross functional Service Culture champions as part of CRM project to ensure their feedback is integrated
4 session 30 attendees – integrate CRM use into sessions
Track training through CRM
Utilize CRM for post service student feedback
Service metrics – post CRM/culture training implementation
Compare metrics to Assessment and Benchmarking (Pre- CRM/Culture) for comparison
Continuous feedback loop
Use CRM to gather, evaluate, and update training as new techniques or models are designed
Require periodic training on CRM/culture, or retraining if metrics are not meeting expectations
Service Culture Training
Improve service to students/constituents: An enterprise CRM holds the promise of a unified approach to student services, informed by a common dataset. 
The CRM project will require changes to business processes in order to accommodate the new technology.  This will require training the university community on how to use the new technology in a service focused manner.  
The CRM, and the training for it, can be designed to incorporate cultural changes so that new expectations and altered business practices can help optimize the CRM usage and constituent experience.  
Improve service to students: An enterprise CRM holds the promise of a unified approach to student services, informed by a common dataset. The CRM project will require changes to business processes in order to accommodate the new technology.  This will require training the university community on the new technology.  The CRM, and the training for it, can be designed to incorporate cultural changes so that new expectations and altered business practices can help optimize the CRM usage and experience.  

4. Quick Win The Steps Engage Partner for Culture Alignment
Select a vendor and define the University culture alignment effort
The Steps
Work with Executive leadership on goals and budget
Refine requirements for consulting engagement
Deliverables, success criteria, metrics
Create RFP and selection committee
Pursue RFP selection
Initializing the engagement (Define desired changes and planning)
Workshop with vendor, project team, and executive leadership
Finalize Training
Identify participants (Early engagement groups)
Initial metrics and assessment
Workshops
2-4 training sessions with priority groups
Assessing Success – compare post training metrics
A Note about “quick wins” and Culture change
Culture change is not a quick process, and backslides easily if focus and effort and not continuously applied.

5. Examples of Service Culture Training in H.E.
Training Modules
Understanding Service Culture
Understanding Your Constituent
Effective Communication
Service Basics
Personal Accountability
Attitude of Service
Exceeding Expectations
Navigating Service Excellence
Create a consistently delightful, productive and instructive dialogue between our students, faculty and staff.
Accessibility, flexibility and inclusive interactions between community members. Students, specifically, believe that we are acting on their behalf because we create experiences that make them believe so.
Enhance constituents interaction with and promote brand loyalty
University System of Georgia- Art of Customer Service – Ready to Serve
Coastal Carolina – Feel the Teal
ODU – Service Standards
VCU – Customer Service Compass Points