CQI Steering
Committee
President's
Address
Fall 2003
President's
Address
Fall 2002
President's
Address
Fall 2001
AQIP
Agendas
Discussion
Meetings
Minutes
Process
Improvement
Teams
Dr.
Yowell's
CQI e-mail
|
|
ITS
- Customer
Service - Minutes
|
June 13, 2003
Minutes
Members present: Darlene Cardinal, Kim Kiehl, Carol Rigola, Keith
Roeth, Jane Salisbury, and Nancy Shuler
Members absent: Sandy Brubaker, Jane Kretschmann, Jesse Parete, Patti
Ross
HELP DESK SYSTEMS EVALUATED
The college reassessed the efficacy of HEAT and is considering switching to
Track-It! for the following reasons:
-
HEAT is labor-intensive and cannot easily
provide usable data to make informed decisions to improve our customer
service.
-
HEAT is too expensive: Annual support is
$6,000 versus an initial outlay of $2,500-3,000 for the alternate tracking
system. Despite the investment into HEAT, it would be beneficial to make a
switch.
Track-It! by Intuit is the system of
choice by Information Technology Services for the following reasons.
Track-It!:
-
Satisfies the requests of the auditors
and the CQI Communication and Customer Service initiatives.
-
Integrates with our Windows XP
infrastructure, including Outlook and Microsoft Audit wizard, currently in
place.
-
Is more user-friendly; does not require
customization
-
Is more cost-effective.
-
Maintains our hardware and software
inventory more effectively.
-
Assigns inventory to departments or labs.
-
Manages help desk calls and work orders
simply.
-
Generates pre-made reports for
up-to-minute analysis.
-
Keeps history of calls in order to
substantiate ITS purchase recommendations.
-
Purchase orders can be generated for
employees to submit to their supervisor.
-
Provides the means to locate trouble
spots and address them effectively.
It has been proposed to implement the new system by July 1.
LABS
The ITS Department, after finishing the new Math Lab are now making
efforts to complete the four new labs by the start of fall semester.
Computers have been ordered to complete the Darke County Lab.
ADJUNCT INSTRUCTOR CHECK-LIST
Pat Heckler will be asked to forward her copy of the Adjunct Instructor
Check-off List to the deans (including Darke County) for their use in
assisting new adjunct instructors to adjusted quickly to campus e-mail,
equipment, Connect-Web, Blackboard, etc.
OTHER
ITS, to improve communication and to track and log work orders, have
asked all faculty and staff members to utilize the 711 centralized systems
number. The 711 phone and 711 e-mail address will be emphasized by sending
out a reminder e-mail to the college.
NEXT MEETING: Committee members will be notified of the next meeting
sometime after fall semester is in session.
Agendas |
Meetings
| Minutes
|
|
