Coastal Carolina University

Feel the Teal Service Excellence Initiative

SWOT Analysis

302 participants; 17 workshops (June 17, 2015-January 15, 2016)

Service SWOT Strengths

Most Common Strengths:

Beautiful campus layout and aesthetics of the grounds

Feel the Teal trainings have improved service levels; culture has improved; clear expectation levels have been set

Teal Tuesdays is honored by more people

Our campus is very welcoming and friendly

Social media presence in the recent year (Brent Reser)

CHANT411 (“Best thing to ever happen to CCU”)

One Stop Shop approach (ex- Baxley Hall)

Module #4 – History & Traditions (favorite training module)

Freshman and Transfer Orientations provide amazing service and community building opportunities

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  • Responsive with info; listening & responding; analyze to improve; identifying ways that are not working/barriers
  • Resourceful; variety of opportunities; location and space of the MBEC; problem-solving skills; academic support; not afraid to change; keeping up with the times; construction-growth; resources; location
  • Library is open 24 /7, full service; “place & space”; resourcefulness of the Library and staff
  • Sense of team; common bond and mind-set through FTT-we use verbiage from the trainings to hold others accountable; starting to see more accountability within the staff through FTT; guidance; clear expectations have been set through Service Basics; good feedback; customer service; learning about other employees and their departments through interactions during trainings; problem-solving skills; raising awareness of what service excellence means at a University, specifically CCU; other focuses-happiness; advantage to be able to do departmental training together, great to have that option;
  • approachability to all; approachability to co-workers; friendliness; comradery of team; staff is more well-rounded; collegiality; empowerment/knowledge; Sense of pride to work at CCU;
  • Communication throughout shifts and better inter-departmental communication

(Ex: housing)

  • Safe and secure environment; welcoming; beautiful campus; friendly; location; campus layout; convenience; campus pride (picking up trash); special events that happen on the Prince Lawn that gives our campus energy; Beautiful Campus (Facilities- Top Notch, Entire Group should be recognized! Responsive, and Thorough) ; Welcoming environment; beautiful campus
  • Other focuses- happiness; recognition of employees who have gone above and beyond (Ex: Pres. Thank You, I Spy); personal touch; support from individual areas when we need CCU prizes, donations, etc.; Visibility of the administration
  • One stop shop approach; One stop approach (like Baxley)
  • CHANT411
  • Travis Overton and how he assists the students
  • Feel the Teal is helping to build sense of community; helping to establish and is building behavioral norms (+); creates more community/home/love; has been top down from the President; more awareness of history and traditions; Module 4 – History & Traditions!!!!; Feel the Teal trainings; Feel the Teal program; customer lifetime value; Feel the Teal has created more unity, less silos, commonality, like-minded expectations; #4 module; Face to name from modules; Students appear to be catching on to Feel the Teal (see it in their behavior); Feel the Teal Presence
  • Employees in T&D
  • Admissions for the way they take the time to learn people’s names
  • Print Shop; D. Ridenour
  • ITS Help Desk is a strength and a huge benefit for students & staff; Gene Carlisle
  • Aramark is professional and provide catering all over campus
  • Tour Guides/Teal Trailblazers are very positive and a great representation of our university
  • Campus Supply
  • Sustainability
  • Student accounts open early and close later to accommodate the service demand
  • Philanthropy/ Alumni -great job Promoting the CCU Brand
  • Custodial Staff in Wall College - Alicia and Sonya
  • Kathy Watts
  • Orientation Program- organized, exciting, creates CCU pride; they always do the “Coastal Point”
  • Brent Reser for all of his work with social media- Wisconsin/March Madness, student contests, raising awareness of CCU through social media
  • Diverse student body
  • Renews/Revise organization structure and policies
  • Strategic plan Dr. DeCenzo did when he first started
  • Distance learning course at in state rates
  • Internships
  • Steve Harrison – move in
  • Receiving recognition from other institutions
  • Brand development
  • Meet other people from departments
  • Different perspective – sharing stories
  • The safety on campus is getting better for pedestrians
  • The openness for improvements
  • Blue jean Friday
  • Athletics is growing and attracting attention
  • Veteran’s Services giving advocacy for those students

Service SWOT Weaknesses

Most Common Weaknesses:

Not everyone participates in Feel the Teal; faculty should have involvement and participation; FTT should be required for faculty

Signage around campus has gotten better but still needs to be more service focused

Internal and external communication

Technology is perceived to be behind the times

Paperwork – signatures required, too many internal touches before projects can be released

Financial Aid & Scholarships needs additional help answering calls due to high volume and higher service expectations

Food services & bookstore have a tendency to provide poor service

 Silos and tunnel vision within departments

 HR process is too lengthy

Policies – dual and outside employment, expenditure

 Pay wages

 The lack of parking; having to pay for parking

 We say “Yes” too much and then take on too much; work overload

 Incorrect information being passes on to external customers

 We don’t have a spot on campus to take the CCU picture

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•Technology behind the times; Datatel functionality needs to be addressed; Paperwork process is archaic – we are no longer 4000 students and paperwork should reflect this and be much more efficient (faster/friendlier/easier); Technology – limited; paper registrations; Paperwork signatures; Amount of time with paperwork and signatures - HR hiring, student paperwork, procurement, and senior citizens registration

•Communication between Departments, and within Departments; Responsiveness Poor; Communication – assuming; A lot of people on campus don’t know of other CCU locations, courses, programs, etc.; Process level: Information being shared;Communication- last minute changes need to include the why so buy in can be faster;

Over communication- tough balance between departmentsCommunication – trickle down doesn’t work!;Communication of busy season to each other- need to be better internally; Phone calls/CCU shuttle; Lack of awareness of Staff Advisory

•Too many versions of “Policy”; Policy changes not updated; Policy- what is the WHY; Outdated policies (class paperwork)

•Not everyone is participating in Feel the Teal; Accountability needs to be in performance reviews and other areas; Not everyone has to take FTT(culture does not spread throughout everyone; FACULTY); Not everyone has to take FTT (does not go through out; FACULTY); Faculty- missing out on the community “feel” that Feel the Teal provides; Some student workers don’t know about Feel the Teal or aren’t encouraged by supervisors to attend; Feel the Teal trainings not required to be mandatory; “I’m too busy” excuse for not taking the trainings; More upward (managers) support to attend- involvement; Certain areas have not begun to Feel the Teal; Incentive to put out Feel the Teal; Lack of understanding of Feel the Teal;People not attending Feel the TealFaculty attendance; Silos that currently exist within CCU destroys creativity

•We tend to have a reputation as Commuter College with incoming students;Still building out culture

•Not really a 24/7 open campus- as seen in our hours of operation- Sundays; Public Safety closes at 5 and Advisors being unavailable; Outreach

•Insufficient Staffing and slotted positions; Workload Overload; Promote/Advertise to students; Cross training; Work load balance; Allow > empowerment (employees are given responsibility but not authority); More turnover within certain departments but it is not looked into; Pay Scale - Where is the incentive to do better; Raises/ Rewards; Merit raises have gone away- If you want a raise you have to threaten to quit; Pay band 3 justification frustrating; HR 2 week training time (state policy); Unfilled positions - Perceived needs vs real time needs; Reorganize the “whys”/knowledge went with the people retire; Unusual upper administration positions to staff/faculty

•English 101 continually full; do we need more Faculty for these classes or how are we to offer support and advise the students?

•Marketing & advertisement to university of who department is (ex- Multicultural Services has 4 bullet points that state what they do, could that be done for every department and shared internally)

•Faculty need to see students as end of recipient service

•Approachability of administration; Gap between upper and lower level; Perception of “elitist” of upper administration because of no participation; “Practice what you preach” – if administration is asking us to do this, they too need to wear nametags, attend trainings, etc.

•PHONE SYSTEM - Outside of regular hours- access to help (on call); Lack of flexibility in process (phone calls not getting responded); Voicemail messages left currently; Voicemail, hit 0, but goes back * web page #s, directory updated; People not answering phone calls; People not answering phone calls; Dispatch handling switchboard calls (on break) 2 years; Perception of being a number when we transfer people

•Perception of charging employees; balance budget

•Inconsistency- shift/shift/perceptions

•Accountability (open to all areas)

•(Library) Collection of funding; outdated print

•Not being able to provide service with vending/CINO Card

•Organizational chart (library)- set up for failure; Disconnect of importance of library

•Space/given and taken away

•Utilize CCU app

•Infrastructure – is growth being met?; SIGNAGE!!! Signage has gotten better but we are not where our signs provide service; Parking

•Registration process is cumbersome on many levels

•Campus layout (across 501) can make some people feel left out

•Academic advising support

•Lack of involvement with strategic planning

•Not assessing the EAP

  • No weekend offerings for FTT
  • Need to see beyond own area; affects all and there is serious impact
  • Decisions made at top
  • Lack of employee recognition
  • Perceptual change
  • Personal accountability
  • EPMS  consistency of usage
  • Faculty component
  • Operational in the term
  • Times to accommodate schedule
  • Read the Atheneum
  • Lack of space in certain departments such as the library and SHS
  • Dual employment
  • There is a divide between faculty and staff
  • Resources on campus are getting spread thin
  • Department admins are asked to do too much
  • The perception of only getting more numbers and not the student well being
  • Assisting with Difficult Situations could be longer
  • Build on History and Traditions
  • Too many touched on paperwork

Service SWOT Opportunities:

Most Common Opportunities:

Refresher courses with Feel the Teal after the first eight modules are complete

Expand Feel the Teal to students (especially #1, #3, #4)

Gain a more heightened Feel the Teal presence in community

Communication opportunity- when decisions/changes/updates are made, communication could be improved by including the “why”

Conduct exit interviews with students/employees leaving to gain a service perspective

Better communication from the top down

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•Community involvement

•0 point in phone set up system (internal)

•Feel the Teal App (Keep momentum) (Reminders)

•Creative 10 minute breaks during the work day i.e.- Allie Tanner’s dance party

•Community  volunteer (share it)

•Reach out to the people who have already participated in Feel the Teal and keep engaged- focus groups; recognition committee; individual/departments

•List out Feel the Teal Class of 2015 with individual names

•Social ideas/mixers for people to get together and informally build relationships

•Gaining ideas for process improvements from those doing it- programs

•Presidential visits more throughout campus; walk throughs

•Feel the Teal refresher courses; higher level modules to address the next steps and skills

•We do not have a centrally located place to get your picture taken other than 501 (not safe) so we could build more excitement with a CCU sign

•Library has “elbow” room space next door to grow/build if that would be considered

•Students to take Feel the Teal training modules in some way

•Feel the Teal training customized for faculty

•Grow to be full residential services offered Saturday and Sunday for support; Welcome Center, Financial Aid, Admissions available during the weekends; extended hours to better serve students

•Presenting CCU as university option to “kids” already here (camps, scholars academy)

•Specialized training within each department for the service skills unique to that dept

•Alumni- missed opportunities

•Calls/exit interviews for students leaving

•Staff representation similar to faculty senate (for a voice)

•Commitment to training in regards to technology - Datatel, etc.

•Awareness of Feel the Teal Leadership Committee – does info get taken back to areas??

  • Parking Stickers- could the parking stickers be better branding on cars

•Alumni- they are our Brand Warriors, can we get them to go through Feel the Teal?

•Encourage Communication

•More employees should use “Out of Office” voicemail option

•Input from those in IT by Decision Makers

•Better training workload for advisors so we can better retain students (Misguided)

•Financial Aid needs more help! Phone Calls!

•Military – Online

•Tours- Self guided campus tour app

•Feel the Teal increase with participation

•Feel the Teal at all times

•Online interactive training for who prefer it

•Datatel – being heard to make needed changes

•Departments need to support each other more in every service interaction

•Remember who we are serving

•Refresher

•Module overview/summary

•Self-evaluation at end of Feel the Teal

•Growth – promote this as a good thing

•5 foot/10 foot will one day be seen as tradition; where EVERYONE does it (CCU hello)

•Use technology to have a CCU Need to Know- Information for the day; department head

•Invites not only to computer people/at desk

•Dream – paperless, electronic signatures

•Notifications via text (pop ups; CCU app)

•Feel the Teal into student curriculum (#4 and #5)

•Upper level class offerings

•Resources for service excellence- webinars, books, additional refresher courses

•Online

•Conway involvement/inclusion

•Transportation; Shuttle opportunities

•Communication – benchmarks of successful organizations; who does it well?

•Percentage discounts

•External scholarships

•Community outreach at high schools

  • Sharing successes/celebrate them
  • Include vendors, contractors in training (make available)
  • Contractual bidding process (include the training)
  • Outside unbiased organizations effective analysis
  • Plans & principles – what it looks like/ WHY
  • Provide dept. opp. For SWOT (specific)
  • Evaluation of the FTT process
  • Cross department awareness
  • Breakfast event to include 3rd shift employees
  • Transportation service to medical stops, hospital
  • Spotlight departments with recognition
  • HR – CCU discounts more & vast for our size
  • Provide career placement within discipline
  • Stop looking for immediacy
  • Feel the Teal reminders and PowerPoint slides online
  • Make people feel secured and valued
  • Dean’s budget needs more trust instead of micromanaging

Service SWOT Threats

Most Common Threats:

State funding is reduced

Lack of full-time staff and slotted positions

The continued misperceptions about Feel the Teal Service Excellence (i.e., it is just about students)

Increased competition from other universities who focus on academic service

Eileen Soisson leaves for whatever reason

Feel the Teal loses its momentum

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•Growth – ratio numbers poor service

•Land locked – people across 501 feel disconnected

•Technology, being behind

•Change – not responding in ways that prevent growth, less negativity

•SC legislation cutting budget; resources affected

•Dismantle CEF

•Potential poor representation if there is no connection with students here

•Space constraints (ex- study rooms being connected to office space)

•Perception of who we are by administration

•Better paying jobs/opportunities elsewhere so we lose good people; Temps waiting/adjunct; Losing key players

•No representation of library on staff advisory

•Lack of funding

•People not doing things with it

•Complacency

•Location

•Staff (lack of full time)

•Not brining staff who believe in Feel the Teal

•Lack of increase in retention; funding

•Financial Aid Changes; Residency Issues - need to prepare as soon as possible

•Pay

•Unfair Reviews- Exemplary doesn’t equal average or poor

•Growth of online programs

•Competition

•Misperception of Feel the Teal

•Personal Accountability- do we live it out?

•Negotiation with benefits and change

•Digital world- more human interaction

•Social media posts that are negative

•Economics

•Stakeholders analysis

•Legal language in contracts; Applicable cause; Negotiations of legal purposes is procurement

•Financial aid – qualifications; withdrawals

•Do online classes meet needs? Will this be something to invest all eggs in for future?

•University reputation not matching that of “Feel the Teal”; takes away credibility of program

•Competitive nature of the school- Grad students

•STATE FUNDING LOW

•Mandates (state and federal)

  • Not having faculty
  • If vendors and contractors don’t take
  • Lack of follow up
  • Resistance
  • Reduction of funding
  • Lack of top down communication
  • Organization changes
  • Internalize
  • Changes shared
  • COMMUNICATION
  • Admissions-quality of student!!
  • Myths of the university
  • Growth declining
  • Our retention numbers
  • Risk of violence with more people
  • Getting too big
  • Student pay is making students find employment off campus
  • Budget cuts