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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Yowell's
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ITS
- Customer
Service - Minutes
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March
15, 2002
Members present: Jane Salisbury, Carol Rigola, Nancy Shuler, Kim Kiehl.
Dr. Salisbury asked the committee how baseline data for IT customer service is currently accumulated. Carol Rigola explained that the ITS department will be soon implementing a new database software program called HEAT. The new program has inventories of all equipment designated to employees and labs and will be used to log all work requests. The program is capable of identifying problem areas, logging customer satisfaction, and will be able to put identifiable data into report form for assessment. HEAT should be functional within a couple weeks.
Dr. Salisbury then asked if ITS work requests had been logged at all since the last meeting and what data had been accumulated. Nancy Shuler reported that all work requests have been logged via email. ITS technicians are sent work orders electronically and report back electronically when the problem has been resolved. However, this current method does not allow for efficient tracking of information, which is why ITS plans on implementing the HEAT software.
Discussion then turned to the effectiveness of the “Stop” flyers used in computer labs for reporting computer problems. According to Nancy and Carol, adjunct instructors have been using the 711 help desk number to report problems which is more effective than the physical posting of the “Stop” flyers on problem machines. ITS does not have the staffing to scan each lab every day for “Stop” flyers. However, when the 711 number is called, many requests for help are addressed quickly because of the addition of evening coverage of the 711 help desk and an on-call technician. Nancy suggested that all faculty receive some sort of email reminder at the beginning of every semester reinforcing the use of the 711 number for reporting lab problems.
The last item of discussion revolved around the adjunct interview checklist. Jane Kretschmann had been charged with updating the interview checklist to include how to report computer problems. Jane had submitted a revised form for the committee to review, but as Jane was not present, it could not be determined to what extent she had revised the form, no further discussion took place.
Dr. Salisbury suggested scheduling the next committee meeting toward the end of summer term. The focus of the next meeting could focus on the effectiveness of the new HEAT software and work request process based on problems encountered by summer classes.
Respectfully submitted,
Kim Kiehl
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