CQI Steering
Committee
President's
Address
Fall 2003
President's
Address
Fall 2002
President's
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Fall 2001
AQIP
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Dr.
Yowell's
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ITS
- Customer
Service - Minutes
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January 16, 2003
Dr. Salisbury opened the meeting.
Attending: Dr. Salisbury, Sandy Brubaker, Darlene Cardinal, Kim Kiehl,
Jane Kretschmann, Carol Rigola, Keith Roeth, Patti Ross
Absent: Nancy Shuler and Jesse Parete
Follow-up items:
Is the method in the labs working?
Jane Kretschmann said that she thought the STOP pads were working.. Help
Desk has also not had any complaints about the STOP signs. Jane Kretschmann
said that she cannot always find the STOP sign pads, so she just uses a
sheet of paper. Darlene said that the work study checking overheads on
Fridays can also check for the pads.
Heat Database
Carol gave a presentation on HEAT as it is being developed and the
progress being made. The call log is linked to Outlook so a message will be
sent to the technicians for response. All the equipment is linked to
classrooms and individuals and can be easily moved as equipment is
transferred in the future. There is a time stamp on the record when the
technician receives the work order and time stamped again when the call is
closed. Information in the database can be used to justify new equipment
when the cost to up keep can be tracked. HEAT will be up before the end of
the year. Application Services, Faculty Support, Reception Area and 711
personnel will all be trained on using HEAT. Carol believes that HEAT will
satisfy customer service requirements as it is really more program than is
needed for a college our size. Customer service will be tracked through the
comments section of each call. Crystal Reports will allow Denny to pull out
information that he needs.
A point was made that ITS really needs to heavily advertise the new help
desk phone number before the new phones are installed. Not through
ITSY-BITS, but through a direct email to all employees.
The Adjunct Review Sheet
Jane Kretschmann reported that she had updated the forms as requested
previously and had Pat Heckler copy and distribute to all adjuncts. She has
received no feedback from the forms. She found something else that needs to
be corrected as pertains to equipment reservations. She will correct that
and redistribute and ask for feedback. Jane is to forward to Carol Rigola,
so Carol may add them to the Public Folders.
Dr. Salisbury asked for any other comments or business. None were added.
Next meeting will be scheduled for the middle of May, before faculty leave
campus for the summer.
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