Kennesaw State University wins top honors for customer service
Recognizing a campus−wide commitment to changing processes and attitudes to provide exemplary…
Georgia (Nov 13, 2007) — Kennesaw State University wins top honors for customer service
Dwight Cunningham
Abstract
Director of University Relations
Frances Weyand Harrison
770−423−6203
fharris4@kennesaw.edu
Writer: Dwight Cunningham‚ 770−423−6203 or dcunni14@kennesaw.edu
University System of Georgia cites excellence in initiative‚ leadership
KENNESAW‚ Ga. (Nov. 13‚ 2007) — Recognizing a campus−wide commitment to changing processes
and attitudes to provide exemplary customer service‚ Kennesaw State University was
named “Customer Service Institution of the Year‚” University System of Georgia Chancellor
Erroll B. Davis Jr. announced today at the November Board of Regents meeting.
In the first customer service awards ever given by the USG‚ Kennesaw State University
has shown “the highest commitment‚ the highest performances and the most improvement
in customer service across the organization over the last year‚” a Board of Regents
spokesman said.
KSU also was feted with two other top “gold” customer service awards. KSU’s Michael
J. Coles College of Business won for its “Customer Service Improvement Initiative.”
Richard Franza‚ chair of the Department of Management and Entrepreneurship‚ and Victor
Marshall‚ an instructor of management‚ headed a project team that implemented techniques
to develop a schedule of course offerings to better fulfill student demand in terms
of courses offered‚ the number of sections and seats for each course‚ the times courses
are offered‚ and modes of delivery.
Linda Lyons‚ director of the Center for University Learning and KSU’s customer service
“champion‚” won for “Outstanding Customer Service Leadership” by implementing a program
that rewards outstanding work performance in customer service‚ communication and building
relationships.
Additionally‚ KSU’s “New Hires Project” won a silver award for its efforts to help
curb many time−consuming personnel procedures. The effort’s team leader is Martha
Roth of the university’s project management office.
In all‚ KSU’s model of being more responsive to customers is proof that its faculty
and staff are committed to providing faster‚ friendlier and easier services‚ KSU President
Daniel S. Papp said.
“Kennesaw State University’s continuous emphasis on its positive strides toward excellence
in customer service has complemented our growth and visibility to the outside community‚”
Papp said.
Jim Flowers‚ the university system’s customer service champion‚ praised Papp and Lyons
for their leadership.
“They‚ as well as all staff and faculty at KSU‚ should be commended for their energetic
support of an initiative that will not only improve student satisfaction‚ but will
lead to an improvement of retention and an improvement of graduation rates — a strategic
goal of all of our institutions.”
While KSU has long embraced the concept of providing quality customer service‚ Papp
took that mantra much further‚ in concert with Gov. Sonny Perdue’s statewide customer−service
initiative.
KSU implemented several process−improvement projects based on the Six Sigma methodology‚
which encompasses a customer−focused management mindset that involves a systematic
approach to problem solving and change management.
FROM COMPLAINTS TO SUCCESS
At KSU’s Coles College of Business‚ the customer−service project‚ headed by Franza
and Marshall‚ won the chancellor’s gold award. Their project team was geared to respond
to student complaints that the courses they wanted were not available when they requested
them.
As opposed to just addressing these complaints through trial and error‚ a new plan
was implemented. Using a systematic approach to identifying problems with scheduling
and determining solutions that truly met students’ needs‚ the focus quickly became
the need to implement new scheduling options. Customer expectations were soon met‚
as evidenced by continuous growth in enrollment and improved utilization rates in
the university’s resources.
Another example of the school’s effective use of process improvements addressed the
unprecedented enrollment growth that KSU is now experiencing‚ resulting in an increase
in new hires. Enrollment has grown 35 percent in the 10 years‚ which has created similar
increases in faculty/staff recruitment and hires.
Seeking to alleviate extensive new−hire procedures‚ the “New Hires Project” was initiated
with a mission to implement an online process that would provide a new hire with full
access to campus services‚ information‚ and resources on their first day of work at
KSU. Since the project’s implementation‚ team members were able to demonstrate responsiveness
and sensitivity to campus needs by implementing a new Web site in August‚ in time
for the fall hiring cycle. For this effort‚ the chancellor honored KSU with a silver
award for outstanding customer service improvement.
THE ‘LYONS’ DEN
Lyons provided coordination and management of the campus’ overall customer service
initiative. With her take−charge attitude‚ Lyons‚ immediately saw the importance to
acknowledge individuals who often went beyond the call of duty.
Called the “Shining Star Recognition Program‚” more than 200 employees have been nominated.
The program has fostered behaviors that enhance not only the services and vision of
departments‚ but promote a campus culture of service.
The program has generated excitement among a more motivated faculty and staff. One
prime example is how units come together to surprise a monthly award winner — often
bearing gifts and flowers. In one case‚ the winner’s unit notified the recipient’s
family of his recognition. They all appeared — his wife‚ children‚ even his parents
— for the presentation‚ a truly touching moment in the effort to recognize colleagues
who demonstrated outstanding customer service.
“I am really excited that Kennesaw State has been recognized for this honor‚” Lyons
said. “It demonstrates the commitment that Dr. Papp‚ his leadership cabinet‚ and all
of us here has to promote a culture of service throughout our campus community.”
The gold awards were presented Nov. 13 at the Board of Regents meeting in downtown
Atlanta. The silver award will be presented at a later date to be announced.
ONLINE PRESS KIT:
(Link will open in a new window.)
For more about the awards‚ visit www.customerfocus.usg.edu.
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A member of the 35−unit University System of Georgia‚ Kennesaw State University is
a comprehensive‚ residential institution with a growing student population of more
than 20‚000 from 132 countries. The third−largest university in Georgia‚ Kennesaw
State offers more than 60 graduate and undergraduate degrees‚ including a new doctorate
in education.
MORE NEWS…
A leader in innovative teaching and learning, Kennesaw State University offers undergraduate, graduate and doctoral degrees to its more than 41,000 students. With 11 colleges on two metro Atlanta campuses, Kennesaw State is a member of the University System of Georgia and the second-largest university in the state. The university’s vibrant campus culture, diverse population, strong global ties and entrepreneurial spirit draw students from throughout the region and from 126 countries across the globe. Kennesaw State is a Carnegie-designated doctoral research institution (R2), placing it among an elite group of only 6 percent of U.S. colleges and universities with an R1 or R2 status. For more information, visit kennesaw.edu.
