Abraham Baldwin Agricultural College

Customer Service Plan

Agency Head:	Dr. David Bridges
Champion:	Diane Kilgore
Champion Contact Number:	(229) 391-5070
Champion E-mail:	dkilgore@abac.edu
Date of this Revision:	July 2006

Our Commitment: To Provide the Best Customer Service of any State in the Nation

Agency Overview:

Abraham Baldwin Agricultural College--a state college within the University System of Georgia located in Tifton, Georgia, with a satellite campus in Moultrie--is a community-based residential institution. ABAC serves a diverse customer base which includes traditional/non-traditional students who are commuter/residential as well as South Georgia communities, individual citizens, businesses/employers, and government.

Abraham Baldwin Agricultural College is committed to offering quality customer services. Each employee has the responsibility to take customer service personally (ownership); greet everyone internally and externally (in person, by phone, e-mail, written correspondence, etc.) courteously and promptly; listen to customers politely, with respect focusing on their perspective; and honor their commitments in a timely manner.

The focus of this customer service plan is to increase the utilization of college services offered through career counseling. The primary customers served through the center include ABAC students (traditional, residential, commuter, evening, satellite campus students). Other customers include ABAC faculty/staff, current and prospective students’ parents, employers, and members of the community.

Total number of Agency employees: 320

Primary customers served by the Agency: 3400+ students

15,000+ participants/instructors/trainers

in continuing education

programs and other activities

Key Programs Primary Program Customers

Instruction Students

Public Service/Outreach South Georgians

2. Customer Service Organization Overview

The Student Development Center has three employees (two professional counselors and one support staff) available to serve approximately 3400 ABAC students. The Center encompasses seven areas-- Personal Counseling, Testing, Career Development, Career Placement, Disability Services, ADA Compliance, and Undeclared Advising.

Based on the results of the Fall 2003 Abraham Baldwin Agricultural College Student Opinion Survey, 9 students out of 543 queried (1.7%) utilized “Career Counseling.” The CCSSE, administered in Spring 2005, confirmed the findings of the 2003 survey that few students take advantage of career services at ABAC, even though their responses to another question indicate that career counseling is important to them. The Student Development Center (SDC) is staffed by two highly trained professionals in the area of “Career Counseling” and offers a wide range of career services. Survey results indicate that these services have been highly underused, yet they are a much needed service to promote retention, progression and graduation rates.

Therefore, the goal of this Customer Service Improvement Plan is to significantly increase the utilization of the wide variety of services offered through the “Career Counseling” area of the Student Development Center.

A common question for all colleges participating in the Community College Survey for Student Engagement (CCSSE) asks students to rate the overall quality of student services on a 1 to 4 scale, with 1 signifying poor and 4 signifying excellent. ABAC asks that basic question, either through the CCSSE or our own instruments, and believes the eight service metrics that follow will allow us to gauge student satisfaction with other aspects of the career counseling experience.

People (Friendlier)...Survey asking if

· I feel more aware of campus resources that will help me in this area (topic of presentation—career/personal/college)

· I feel this presentation will help me make healthier personal decisions (career/personal/college)

· I will tell others about this workshop and encourage them to attend

Processes (Faster)...Survey asking if

· I feel more knowledgeable about this topic after attending this presentation (career/personal/college)

· I feel better prepared to address this area after attending this presentation (career/personal/college)

· I feel this presentation will help me be more successful in college

· I feel this presentation will help me make more informed decisions about my career goals

Technology (Easier)…Survey asking if

· My institution delivers the tools I need to assist me with this topic (career/personal/college)

· Information about different careers is readily available

An anonymous survey will be administered in August/September 2006 to first semester entering students enrolled in the required one credit Freshman Seminar ABAC 1000 that queries the importance of services that will be offered during the 2006-07 academic year and if students would attend.

3. Customer Service Improvement Plan Summary –Increase the Utilization of Services

Offered through Career Counseling

Actions to be taken:

Friendlier

· Focused activities to foster teamwork and collaboration to support USG/institutional mission

· Increased helpful, courteous service and communication to include further development of faculty and staff knowledge and skills through information-sharing, training, and development.

Faster

· Increased student accessibility to services

Easier

· Development of technology systems that support work activities

ABAC’s Plan

●The SDC (Student Development Center) will be relocated to a much more visible and accessible location on campus

●Starting Fall 2006 a new “Disaster Master” evening preventative and proactive workshop series will be initiated at ABAC Place (ABAC’s residential housing) that will include career related programs / workshops, as well as other issues related to student concerns that can impact retention.

●At least two workshops a semester with career related topics and materials will be presented through the Academic Assistance Center.

●The SDC Workshop Series will include more career related topics in addition to presentations on personal concerns.

●Starting Fall 2006 the SDC Mental Health Screening Series will include at least one screening each semester related to career development and satisfaction with major.

●The SDC publishes a newsletter once each semester. One time a year, the focus will be on career related concerns.

●The SDC staff will better collaborate with faculty for support of the “Career Forums” presented each semester.

● The SDC staff will work to increase faculty support, involvement with, and participation in the annual “Career Fair.”

●The Student Opinion Survey question will be reworded from “Career Counseling” to “Attended a workshop or presentation about selecting a major or for undeclared majors, Career Leader Forum, Career Fair or met individually with a Student Development Center staff member about my major, deciding on a major or a career-related concern.”

●SDC staff will make a presentation to new faculty during their pre-fall semester orientation on career and other services offered through the SDC.

●SDC staff will have an information booth at New Student Orientations.

●SDC staff will participate in the New Student Orientation Parent Question and Answer Session.

●A SDC Center brochure will be included in all award letters and financial aid exclusion letters mailed from the Office of Financial Aid and Veterans Affairs.

●A special brochure focused on career services will be produced and distributed by the SDC.

4. PEOPLE (Friendlier)

4.1. Customer Service Leadership

1. Abraham Baldwin Agricultural College President will announce to ABAC employees and students about the Customer Service Project that focuses on increasing participation in Student Development Center Services related to deciding on an academic major, academic major and career related presentations, the annual Career Fair, Career Leader Forums and learning more about career-related opportunities to increase student progression, retention and graduation rates. This will be accomplished Wednesday, August 16 during the annual Fall Faculty/Staff meeting and during Freshman Convocation on Friday, August 25.

2. The Customer Service Champion will be charged with encouraging faculty and staff to support student participation in Student Development Center presentations and services related to academic majors and career selections. The Champion will echo the President’s message at the August 16 Fall Faculty/Staff meeting and will do so on an ongoing basis.

3. The Customer Service Champion will be charged with monitoring compliance to this requirement.

4.2. Communications and Teamwork

1. Depending on the construction and remodeling process, sometime during the 2006-07 academic year the Student Development Center will be located in a self-contained building rather than at the end of a hallway in a small office suite in the J. Lamar Branch Student Center. The Student Development Center name will be on the front of the building so it will be clearly labeled. The building has a yard, so “yard signs” and banners can be posted. The building is situated along the Pedestrian Mall and is located next to the Dining Hall, where students walk to and from their cars, go to eat in the Dining Hall or walk by on their way to the Student Center to visit the Offices of Financial Aid and Veterans Affairs, Student Life and Housing, Registrar, Admissions, the Vice President for Student Enrollment Services, Post Office and Bookstore. In addition, SDC staff will collaborate with Student Media Services (student newspaper and radio station) to advertise services, workshops, forums and the Career Fair. Workshops will be presented through the Academic Assistance Center. The evening workshop series, “Disaster Master,” presented in residential housing, can be advertised through the housing staff. Faculty and Staff will be encouraged to announce workshops and other career-related events to their classes and support attendance.

2. Announcements of career-related events will be sent to all students through the Student Announcement list serve starting August 21when Fall 2006 classes begin. Announcements will also be sent to faculty and staff so they can inform students and encourage attendance.

3. Starting June 22, 2006, SDC staff will produce and distribute campus wide a printed brochure focused on career services. By July 15, the brochure will be publicized on ABAC’s web page and on August 21, the first day of classes, a campus wide email will be sent with the brochure attached.

4. SDC staff will work with instructors of the freshman seminar sections for undeclared majors to help students identify career interests and goals starting August 21, 2006.

4.3. Selection, Training and Development (includes Performance Management)

1. Staff of the SDC are already highly trained in the field of career counseling. Annie Sims, M.S., and Maggie Martin, Ph.D., are both state licensed and nationally certified to practice as Professional Counselors which involves passing an examination that encompasses Lifestyle and Career Development. Both attend career related development professional training on a regular basis and adhere to the National Career Development Association’s Career Counseling Competencies. In addition, Ms. Sims completed a practicum and internship with a non-profit job training program. Dr. Martin wrote her master’s degree thesis in the area of career development, completed 11 different career-related practica/assistantship experiences related to career development, a one-year full-time American Psychological Association accredited internship involving career development and is certified as a Master Career Counselor and Master Career Development Professional by the National Career Development Association, a division of the American Counseling Association, and is starting her 23^rd year in the field.

2. SDC staff will create a guidebook for advisors of undeclared students with helpful hints on how to encourage students to think about career choices and information on services available through the SDC. The guide book will be distributed during the August 14 new Faculty Orientation and August 16 Fall Faculty/Staff meeting.

3. Performance reviews of SDC staff will include a report of efforts to market career services by documenting all efforts. Performance reviews are typically completed during March of each year.

4. The director of SDC will report to the Customer Service Champion on efforts taken to help advisees identify a major starting August 21 and will be an ongoing process.

4.4. Employee Engagement

1. The president will provide leadership in focusing the attention of the entire campus on career services starting July 5, 2006.

2. The Customer Service Champion will monitor engagement by faculty, staff, and students starting July 1, 2006.

5. PROCESSES (Faster)

Efficient and effective work practices (processes)

5.1. Identification of key customer service processes (including involved parties and key stakeholders)

a. Identification of Key Processes to be changed by this initiative.

1. Communication processes regarding career services must be increased and improved among faculty, staff, students, and parents starting during New Student Orientation, New Faculty Orientation and the Fall Faculty Staff meeting dates: June 1, 2, 16; July 17, 18, 21 and Aug. 14-17, 21, 25. This will be an ongoing process.

b. Describe changes/improvements to these processes.

1. Increased advertisement of services to all campus constituents starting during Student Orientation dates: June 1, 2, 16; July 17, 18, 21 and Aug. 14-17, 21, 25 (included Fall Faculty Orientation and the Fall Faculty/Staff meeting). This will be an ongoing process.

2. Increased faculty/staff awareness of services starting August 14 during New Faculty Orientation and August 16 at the Fall Faculty/Staff meeting and will be an ongoing process.

3. Increased types of advertising starting during New Student Orientation dates and faculty/staff training and meeting dates: June 1, 2, 16; July 17, 18, 21 and Aug. 14-17, 21, 25. This will be an ongoing process.

.

4. Increased information dissemination during New Student Orientation of Student Development Center services with the focus on deciding on a major and career selection starting June 1, 2, 16; July17, 18, 21 and August 15, 17. This will be an ongoing process at New Student Orientations.

5. Increased participation of local community members, when appropriate (e.g., Career Leaders’ Forums), starting with a partnership with the Department of Labor for a Career Fair for Veterans on June 29, 2006. This will be an ongoing process.

c. Describe the process of Bench Marking Exercises

1. At the beginning of Fall semester 2006 (August 21-24), students enrolled in ABAC 1000: Freshman Seminar will be surveyed about what types of career services are important to them. In addition, students will be asked if they would

participate in the services.

2. At the conclusion of the July 1 – August 20 period, Fall 2006 and Spring 2007 semesters, and again on July 1, 2007 (the year anniversary of the launching of the Customer Service Plan) participation in career related services provided by the Student Development staff can be tabulated and compared to the 2003 Student Opinion Survey utilization number.

6. TECHNOLOGY (Easier)

Equipment necessary to conduct work activities

6.1 Systems that support work activities

a. Describe current technology supporting current processes identified for improvement.

1. Technology currently utilized is pencil and paper, one-on-one personal counseling, and one computer-assisted career guidance system.

b. Describe new technology (software, hardware, communications) required.

1. Existing technology, such as email announcement lists, can be utilized more frequently and effectively starting August 21.

2. The SDC staff will research career exploration software for possible purchase pre- June and ongoing.

3. On-line surveys, self-assessments, etc. can be used to pique student interest in career exploration and choices starting July 1 and ongoing.

4. The number of PCs in the Career Center will be increased to allow students to use career exploration software or perform career-related searches or other activities under the supervision of SDC staff. Dates are contingent upon move to new location.

c. Describe bench marking exercises to measure performance improvement attributed to new technology.

1. Questions focusing on use of technology in delivery of career services will be included in the surveys used to tabulate participation in career-related activities once the Student Development Center has relocated and additional technology is available.

7. CUSTOMERS

7.1. Methods for collecting customer feedback:

a. Identification

1. All ABAC students: traditional, non-traditional, residential, commuter, evening, satellite campus students, employers and prospective students and all parents, as well as faculty and staff, are potential customers. In addition, community members are potential customers.

b. Feedback, methods for collecting:

1. Evaluations at all events will be presented for participants to complete starting July 1 and ongoing.

2. A tracking system for “walk-in” students will be developed for documentation purposes starting July 1 and ongoing.

3. Sign in sheets at presentations will be circulated to document attendance starting July 1 and ongoing.

4. Numbers of students participating in scheduled one-on-one sessions can be tabulated at the end of each semester. Tabulation will begin on July 1.

7. 2. Customer service metrics:

1. Standard People Metrics (Qualitative)

a. Evaluations will be included as a part of each presentation with the focus on outcomes. For example, utilizing a Likert Scale, participants will be queried, “I feel more knowledgeable about how to decide on an academic major” (rather than, “I enjoyed this presentation”) starting July 1 and ongoing.

b. Currently the Division of Student and Enrollment Services provides a questionnaire for users to complete and submit in a hallway drop box. Users of career related services could be presented with the form, rather than voluntarily filling it out, and the results reported back to the Student Development Center for inclusion in the Customer Service Improvement Plan Survey results starting July 1 and ongoing.

2. Service Delivery/Time Metrics (Quantitative)

Methods for incorporating Customer Feedback

a. Customer Service Champion will review the Project on a regular basis starting July 1 and ongoing.

b. The president will review the Customer Service Improvement Plan on an as-requested basis.

c. Topic will be regular item in president’s meetings with Chancellor and at meetings of the President’s Cabinet.

7.3. Internal response mechanisms for addressing customer feedback and performance areas highlighted through service metrics

Customer Service Initiative

Personnel in Charge: + Student Development Center Staff @ Customer Service Champion *College President

Action

Pre-June

June 2006

July

Aug.

Sept.

Oct.

Nov.

Dec.

Jan. 2007

Feb.

Mar.

April

May

June

July

4.Friendlier

4.1.1 *

Aug. 16 & 25

4.1.2 @

Aug. 16

ongoing

4.1.3 @

ongoing

4.2.1

Undetermined at this time due to construction and remodeling.

4.2.2 +

Aug. 21

Ongoing

4.2.3 +

June 22