2008 Chancellor’s Customer Service Awards Nominations
We strive to be the best educational system in the nation. Chancellor Erroll B. Davis, Jr. has encouraged all employees to adopt continuous-improvement methodology that emphasizes customer satisfaction and quality of service. These efforts are resulting in improved customer satisfaction and student retention.
We are customer focused driven. Now, the “Focus is on You”, our employees who have provided outstanding customer service for our students, citizens and colleagues.
We are proud to announce the 2008 Chancellor’s Customer Service Awards Nominations are open for submission.
Click on the link: http://www.customerfocus.usg.edu/form/, to see how we have made the nomination process faster, friendlier and easier.
Outstanding employees = Outstanding customer service!
Faster, Friendlier, Easier
These three words sum up our focus on you, our customer.
The University System of Georgia (USG) consists of 35 institutions of higher education, and the Georgia Public Library system. USG programs and services affect a diverse customer base ranging from traditional students to non-traditional students, as well as business, research clients, communities, and young children. With total revenues exceeding $4 billion, 40,770 employees, and a student population over 253,550; USG is presented with a number of opportunities for improving delivery of customer services. The students of the University System of Georgia are our ultimate and most important customers. While the focus of USG Customer Service Improvement plans will be upon the students, we must not forget that we also serve businesses, government, communities, and individual citizens.
As the scope of USG customers varies according to the mission and geography of the serving institution, the USG Customer Service Improvement Plan will emphasize methods which allow the institutions to create plans appropriate to their customer base.
Overview of Customer Service Plan
- Give USG employees the responsibility to succeed and even fail, along with the resources to support the work they do.
- Set high expectations, reward effort and success
- Measure progress. Make clear the lines of accountability.
- Create an organizational culture of continuous quality improvement and high customer focus and satisfaction.
- Ensure each institution creates, implements and continuously updates Customer Service Improvement plans.
- Create metrics which will measure customer needs and customer satisfaction to answer the basic questions – How well is the University System filling those needs? What works? What doesn’t?
Strategy
Accomplishing the goals of our customer focus initiative in an organization as diverse as the University System requires a strategy involving:
- Leadership
- Employees
- Customer Feedback
- An iterative approach beginning with projects that can “move the needle”
- yet are simple in approach so as to encourage success
Look over our initial plans. The USG plan (PDF) focuses on creating the environment to help our campuses succeed in focusing on the customer’s needs. Visit our Projects page to look at the areas being addressed by the 35 institutions of the USG. Then, let us know what you think.
Customer Feedback
Help us create a more educated Georgia by teaching us what works, what doesn’t, and what our institutions and the University System as a whole can do to improve our mission of providing education, research, and community services to all Georgians.
