CQI Steering
Committee
President's
Address
Fall 2003
President's
Address
Fall 2002
President's
Address
Fall 2001
AQIP
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Dr.
Yowell's
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ITS
- Customer
Service - Minutes
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August 23, 2001
Members absent: Keith Roeth, Sandy Brubaker, and Betsy Kondall.
Dr. Jane Salisbury called the meeting to order. She summarized the last meeting from
spring. Our new goal is to establish measurable criteria for customer service.
Some concerns were expressed about the extension listed on the STOP pads. The sample the committee members were given still had the 293 extension listed. Also concerns were expressed about the change of the domain name for the coming weekend and the need for short concise notes about logging into email from home. A reminder needs to be issued to the technicians about making sure the hard drives get locked. They would also like to see more publicizing the 711 extension around campus. Faculty also wanted more emphasis on the after 5/weekend procedures for reporting computer problems.
No major feedback has been received on procedures that were implemented last spring.
After some discussion, the baseline measurements for resolution of calls was decided.
1. The number of calls
2. Category of calls/ Call type
3. Time for completion of calls
Will check with Helpdesk personnel about when these baseline measurements can be implemented.
The check sheet for adjuncts will be revised and distributed to the program coordinators to include the instruction sheets from Client Services on procedures and also the STOP sign sheets that are currently in the computer labs.
ITS needs to document customer contact with regard to satisfaction in the work order before it is closed.
It was suggested that ITS try to attend a meeting with adjuncts, so they understand Helpdesk procedures.
Next meeting will be sometime in February.
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