Category "Project Outline"
January 6, 2006
Check it Out! article
Here is what I submitted to Julia K for the Check it Out! newsletter:
IADS Customer Service Training Project
Customer service is a key component in achieving the IADS vision that:
• The Libraries Environment is a welcoming environment
• Users receive equitable levels of service whenever the libraries are open
• Users receive accurate and consistent information across the system
In 2004, the IADS Student Training Project resulted in an online training tutorial which focused in three areas, orientation to the libraries, student employment and customer service. The IADS Customer Service Training Project is a next step in developing a fuller customer service training program for staff and students within IADS and will focus on outlining core competencies, proposing a plan for implementation and training within IADS and developing a process for measuring outcomes.
The IADS Customer Service Training Project believes that while frontline interaction with users is the end result, there are background and supervisory/environmental elements that prepare us and give us the confidence to deliver great customer service. We are working on language that describes the processes involved in these areas, describes what ideal outcomes of the performance of these processes are, and describes what the observable behaviors would look like. We are also learning about the UM resources available to IADS through the Service Improvement Program of the UM Center for Human Resources Development.
The IADS Customer Service Training Project members are Jerrie Bayer, Steve Llewellyn, Emily Nolan, Matt Pekuri and Jackie Purdie and our timeline calls for us to deliver recommendations during the Spring 2006 semester
Posted by at 10:52 AM | Comments (0) | Project Outline
Category "Project Outline"
November 11, 2005
Project Outline
Using our charter as a basis, this is a proposed outline for the project through January 2006, when we have to present written recommendations.
From IADS Customer Service Project Charter:
Timeline
November/December 2005 – Gather Info/Best Practices
January 2006 – Write Recommendations
February 2006 – Feedback
March 2006 – Final Recommendations
Deliverables
Outline Core Competencies
Develop Training Plan
Develop Implementation Plan
Develop Process for Measuring Outcomes
Posted by at 5:21 PM | Comments (2) | Project Outline