SERVICE QUALITY IMPROVEMENT AWARDS PROGRAM
YALE UNIVERSITY LIBRARY
1. Purpose
This policy establishes guidelines and procedures for a Yale University Library Service Quality Awards Program.Employee recognition is an integral part of service quality improvement. A program, which recognizes employees and their contributions in a formal way before their peers, is an important motivator for team building in every organization. It helps to establish an environment, which promotes high quality service.
Yale University Library has a competent and dedicated staff. The Service Quality Awards Program is an effort to identify and acknowledge individuals and groups (units/departments) who best exemplify the outstanding service characteristics and dedication of Yale Library staff.
2. Description of Awards
Awards are given for service above and beyond the call of duty, for service which exceeds the general expectation of users and which serves as a model for other employees. Awards are given for individuals and teams who exemplify through their work and service to the library the principles of service quality improvement.Service quality awards will be made in the following categories:
a) for extended services within the library community;
b) for fostering cooperation and harmony in the workplace;
c) for strengthening the library infrastructure and operations in support of service to readers.
3. Eligibility
Up to ten awards in any configuration may be presented annually to clerical and technical employees, managers, and librarians, to individuals and/or teams of employees for any of the three service categories. The number of awards for each category is not predetermined but awards will be given only if there are candidates who meet the criteria.All nominees must have completed at least six months of library service to be eligible.
In addition, up to two awards may be presented annually to outstanding student assistants for meritorious service.
4. Criteria
Selection of award winners will be based on a clear demonstration of any of the following types of performance:a. Overall accomplishments that regularly and consistently demonstrate a high level of service, dedication, conscientiousness, compassion, and applied skill.b. Handling in an exceptional manner a challenging situation of an unusual, high-impact, or critical nature, the outcome of which had important consequences for teaching, research or services at Yale, or for the wellness of the library workplace.
c. Developing new, or improving existing, procedures that resulted in significant improvement in productivity or work methods that have positive outcomes for library readers.
d. Developing activities that foster cooperation and harmony and make the library a more humane place to work. Outstanding concern for the welfare of others which has led to an improvement in staff morale with a consequent improvement in quality of service to the reader.
e. Developing and promoting improvements which result in service reliability and responsiveness.
f. Other compelling contributions upon nomination and at the discretion of the Recognition Team.
5. Nomination Procedures
a. Nominations may be submitted by any current library employee (any staff member may nominate him/herself) for any or all of the award categories.b. All nominations must be in writing (paper or electronic form on the web). The nomination form will include the name, department, and include a supporting statement as to how the individual or team/unit meets the criteria for the award. The nomination form shall include the signature of the individual/team/unit supervisor acknowledging that he/she is aware that the nomination has been made.
c. All nominations and supporting documentation received by the Recognition Team or any of its members, as well as all discussions by the Recognition Team and decisions taken, shall be strictly confidential.
d. All nomination forms will be forwarded to the Human Resources Department.
e. The Human Resources Department, Yale University Library, shall retain all permanent records of the Recognition Team.
f. Recognition Team members cannot be nominated while serving on the Team.
6. Recognition Team for the Service Quality Awards Program
a. The Recognition Team will make the selection of the award recipients.b. The Recognition Team will be composed of: 1 librarian (Level IV or higher), 1 librarian (Level I, II or III), 1 supervisor/manager, two clerical and technical employees. A member of the Human Resources Department will be an ex-officio member. The Service Quality Improvement Council will select members of the Recognition Team. Appointments will be made with consideration given to representation from both technical and public service departments throughout the library system.
c. Two members of the first Recognition Team will be chosen by draw to serve one year terms; the other members will serve two year terms. In alternate years, three new members will be appointed.
d. The Recognition Team shall select its own chair from among its members.
e. Should a conflict of interest arise (supervisor or co-worker of nominee is a member of the Recognition Team) or should a vacancy on the Recognition Team occur due to retirement, resignation or death, the Service Quality Improvement Council will appoint an alternate (a person representing the same staff level as the person being replaced) to serve for a specific discussion or to complete a term.
7. Selection Policies and Procedures
a. Following the tradition of similar committees, no minutes of the Recognition Team deliberations will be taken. The Recognition Team will provide a summary to the Human Resources Department on the process by which decisions were made. All deliberations and decisions of the Recognition Team, including the names of nominees, shall be confidential.b. If an individual chosen for the award leaves the employment of the library before the award presentation, the award will still be given.
c. Selection will be made on the basis of library service; service elsewhere in the University will not be taken into consideration unless it relates to improvement of the library's service quality.
d. Comments on the nomination from the appropriate supervisor may be solicited or received by the Recognition Team. The Recognition Team can override the supervisor's recommendation; the decision of the Recognition Team is binding.
e. It will not be necessary that any or all of the awards be presented in a given year. If the Service Quality Awards are to be meaningful, very high selection standards should be applied.
8. Type of Awards, Presentations, and Activities
8.1 Outstanding Student Assistant Award
a. Each recipient will receive a $50.00 gift certificate to the Yale Book Store.b. A letter of commendation be sent to the Master of the student's college and/or Dean of Graduate Studies in the appropriate school or department.
8.2 Service Quality
a. Awards will be announced annually.b. Each recipient will receive a framed certificate (designed and produced in-house on the library press).
c. A letter of commendation will be sent to the awardee, the appropriate supervisor(s), and to the individual's personnel file.
d. The Service Quality Awards will be presented at an annual recognition ceremony to be held in October. The ceremony will be coupled with the recognition of librarians whose promotions are announced in June of each year.
8.3 Awards Ceremony
a. The purpose of this event will be to recognize library staff members who have received a Service Quality Award and/or who have been promoted.b. Awards will be announced and publicized on the Library's web pages, and appropriate news articles in University publications.
Revised 12/14/99, 1/4/00, 3/1/00
|