Service Quality Improvement Council

Staffing Issues Group
Minutes, August 15, 2000

Present: Mary Beth Bean, Charlie Greenberg, Sandy Peterson, César Rodríguez

Guest: Holly Grossetta Nardini

1. Group reviewed for Holly the projects/work that it has undertaken in the last two years. They included the development of the Service Quality Awards, the inclement weather policy, and the problem patron policy.

2. Holly outlined the three areas on which she believes her work will focus. They were:

a. Assessment: developing better service measures; creating archive of information for measurements; service quality measures.

b. Process Improvement: taking a process and looking at how it could be improved.
Document delivery might be the first of these. It will involve charting work flow and seeing how technology can improve service.

c. Marketing: shaping expectations
Understand what we can do/what we can't do
Redesigning the front door
Info kiosk

Other areas she might investigate are standards, evaluation, stated service contracts, capturing complaints.

Other areas that the Staffing Issues Group have discussed include communication methods, including forums; developing benchmarks for performance outcomes; outlining a training program for public service staff.

Meeting adjourned at 4:35 p.m. Next meeting will be Tuesday, September 19, at 3:30 p.m.

Submitted by Sandy Peterson, sandra.k.peterson@yale.edu