Q2 Service Excellence Kickoff (Belleville)
Lindenwood University is embracing a new culture. In July, a team of four Lindenwood University representatives: Brittany Brown (Human Resources), Molly Hudgins (Student and Academic Affairs), Toni Josato (Academic Technology Services), and Dr. Renee Porter (Campus Provost, Belleville), travelled to Florida to take part in the Disney Institute-Quality Service program. They used this expert advice to develop a service excellence program for Lindenwood. The team is offering the program to all employees through the Lindenwood Learning Academy over the next 12-18 months.
While the foundation of Lindenwood’s service excellence plan originates from the Disney Institute, the Q2 team developed content for the Lindenwood model of service excellence that is specific to higher education and personalized for Lindenwood University. Lindenwood’s service excellence model is Q2, which stands for two simple questions, “what and how.” What are the expectations of students and colleagues? How can we exceed those expectations? These two questions lay the foundation for the Q2 workshops. Each division, department, and school will participate in individualized workshops that are personalized to the role that the unit plays in the University community.
This fall, the Q2 team piloted the workshops with Main Street (Enrollment Management, Academic Services, and Student Financial Services). The workshops include a focus on the mission and values of the university. The workshops help each unit to explore their current service standards and relate those standards our everyday processes, the places we create, and, most importantly, the people we serve. Finally, each unit will analyze its positive service attributes, but also what the department and University can do to improve service excellence for all students and colleagues, all of the time.
As a welcome back for the spring semester and a kickoff for the new Lindenwood culture, Q2 will host a University-wide Q2 social on January 25, 2019. This event will begin a new era for the University and a focus on service excellence at Lindenwood.
Please join us for this exciting time at Lindenwood!
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