Change Management Checklist
— When is the best time for this service change?
— What else is changing on campus or in your office?
— How will students be impacted?
— Who will lead the change initiative?
— Who will comprise the team?
— Who is technical vs. functional on the team?
— Who is the executive sponsor of the change?
— Who will fund the rollout expenses?
— Do these changes require sign-off?
— Are there existing Service Level Agreements?
— Are existing Key Performance Indicators identified?
Service Excellence Checklist
— Four star greeting for courtesy, empathy, information, and clear communication
— Service standards that set expectations for staff and customers
— Service Level Agreements that create terms of service partnerships
— Key Performance Indicators that define data to measure progress
— FAQs and website are designed for self-service options
— Create a culture of customer service for reputation, brand, and life-long loyalty
— Develop a mobile service strategy
— One Stop – registration, records, transcripts, student accounts, financial aid, ID services
— Contact center to separate phones from frontline for improved service
— Triage thinking to identify urgent problems and underlying issues
— First contact resolution as a goal
— Two-tier service model (intake plus expert) improves efficiency & first contact resolution
— Cross training to break down silos
— Paperless processing to save time and resources
— Electronic transcripts
— CRM (Customer Relationship Management) system for ticketing/tracking of problems
— Transactional workflows with Student Information Systems
— Onboarding training for new staff in Service Excellence
— Regular FERPA training for staff, faculty, and student workers
— Regular ongoing service training to keep staff current
— Service competencies defined in job descriptions as behaviors, not just skills and duties
— Tell people what services you do and how you do it (SLA) on your website
— Employee recognition – awards, rewards, training opportunities
— Sustainability initiatives and green efficiencies