Service Excellence

conceptual model for quality service

Conceptual model of Temple's quality delivery of service

Upon entering office in January 2013, President Theobald embarked on a university-wide listening tour. The faculty, staff and students spoke with great pride about the university’s history, mission and recent accomplishments. One area of concern and opportunity for improvement that emerged was the quality of customer service experienced by both our internal and external constituents. Recognizing its importance, President Theobald convened a task force to further investigate this  issue  and  to identify what impacts the move to a Responsibility Center Management (RCM) model would have on service. The task force consists of 20 members and includes students, faculty, and staff from throughout the university.

We engaged the Fox School of Business Enterprise Management Consulting to conduct extensive research including literature review, surveys, interviews and focus groups during the Fall 2013 semester. Recommendations were submitted to President Theobald in January 2014 which thoughtfully address the systemic improvements necessary to 'engineer a change in culture' as well as specific next steps for six core support units that emerged from the research findings:

  • Student Financial Services

We have now begun Phase 2 of this initiative with a team from the original task force convened to oversee the implementation of these recommendations. Updates will be available on this webpage and the summary of the final report is available here.

One key component of their final report was the Best Practices Model shown below:

best practices

 

University Guidelines for Exemplary Service:

For Temple University to become a world class institution of higher education, the service provided by its employees will be a key contributor.  We can make the difference between a positive experience and a negative one for a student, parent, colleague, patient or community member. In order to emphasize the importance of exemplary service among university employees, this essential function is being added to every administrative employee’s PDP in FY 2015. The guidelines are described here. 

Human Resources is Now Offering the Temple University Experience (TUX) Customer Service Training

Cultivating the Temple University Experience (TUX) through a Holistic Customer Approach is a 2 hour program designed to provide practical ways to deliver exemplary service based on three themes: People, Systems, and Strategy. Participants can choose to attend either a classroom session which will be held in the University Learning Center, Mitten Hall, Room 250 or a virtual session which will be conducted using WebEx.

Sign up for any of the following sessions by going to the Learning and Development training website and typing Customer Service in the “keyword” search box.

Temple excels in benefits, supervisors & meaningful work - employees also identify opportunities for improvement (March 2015)

When software developer Helen Sanders, EDU ’13, saw a call for Best Places to Work, she nominated Temple University...As a result of Sanders’ nomination, Temple participated in Philly.com’s Top Workplaces survey this past December....“What we most wanted from this survey was employee feedback,” said Ken Kaiser, FOX ’89, ’94, ’03, vice president, CFO and treasurer at Temple. “This will help us set the course for changes we can make to enhance the experience of working at Temple.”

Best Practices of the Conceptual Model in action:

Computer Services Help Desk: Using metrics for business process improvement (May 2014)
International Affairs: Presenting and delivering a world class university (coming soon)

Service excellence in a new budget environment

CFO Portfolio Kicks Off Service Excellence in a New Budget Environment with spotlight developments in HR, the Bursar's Office and the Controller's departments.

Service Excellence leads to improvements in several Temple units (April 17, 2015)

Service Excellence @ Temple:

Rashidah Andrews, Ed.D., Academic Advising in CLA

Ryan Williams, research accounting specialist

Darin Kapanjie, managing director of online and digital learning in FOX

Temple Pride: Grace Keitt's 45 years of service excellence

Service Excellence announcement (September 2014)

Temple News article, Cultivating the Temple University Experience (October 2014)

Aristotle quote on excellence