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:
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:
Proposed conceptual model of Temple's quality delivery of service:
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.
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)