serving internal customers bovinely presented by dr. jim black
TRANSCRIPT
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Serving Internal Customers Bovinely
Presented by Dr. Jim Black
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Students are NOT widgets.
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But you will only be successful serving them if you work together…across boundaries.
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Blur the boundaries.
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Integrated Services• Student information system
• Enrollment services
• Student orientation
• Class scheduling
• Paying for college
• Support services
• Student learning
• Graduation
• Finding a job
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Information Sharing
CommunicationCoordination
Co-location
Integration
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Integrated Services
• Wizard of Oz committees
• Cross-functional teams
• Restructuring
• Co-location
• Process reengineering
• One-stop and no-stop services
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Interoffice Communication
• Invest in communication
• Accept imperfection
• Identify the audience and key messages
• Package information effectively
• Choose the best channels
• Engage the audience
• Test the reception
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Interoffice Communications
• Encourage two-way communication
• Develop a common lexicon
• Create opportunities for sharing
• Treat other offices as your customer
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Coordinate Service Delivery
It’s the totality of theservice experiencethat matters to thestudent.
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Coordinate Service Delivery
• Project plan
• Project management
• Milestones
• Shared responsibility
• Celebrate team successes
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Internal Customers
An internal customer is anyoneaffected by the service or processused to produce the service. Theinternal customer could be a supplier,processor, or recipient of the service.Source: Adapted from Joseph Juran
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Get to know you internal customers.
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By working with your internal customers, you will be…
• More innovative
• More effective
• Increasingly efficient
• Less likely to create internal problems
• More satisfied with your work experience
• Better at solving student issues
• More successful
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Remember The Golden Rule
You will get asgood as yougive.