Outstanding Customer Service Improvement Initiative Award

The process improvement award is given to a division or program that has designed and implemented a planned process improvement or initiative that has resulted in a significant positive impact on their customers over the last year.

Gold Institution

College of Business, Kennesaw State University

Initiative: The project team applied Six Sigma techniques to develop a schedule of course offerings to better fulfill student demand in terms of the courses offered, the number of sections and seats for each course, the times courses are offered, and modes of delivery.

Improvement Leader(s):

Mr. Victor B. Marshall, Instructor of Management
Dr. Richard M. Franza, Chair, Dept. of Management and Entrepreneurship

Gold University System Office

Brenda Trezvant, University System Office, Media and Publications

Initiative: The project improved the process of the Board of Regents Actions Items and Agendas. The project changed the process from a paper based process to an electronic format. A listserv was created for distribution to media and other interested parties, saving financial resources associated with mailing, but printing as well. The process has also increased efficiency in conducting the Media & Publications board duties.

Silver Institution

New Hire Team, Kennesaw State University

Initiative: New Hires Project was initiated to address campus concerns related to new hires by implementing campus-wide business processes that will provide a new hire with full access to campus services, information and resources at KSU.

Improvement Leader(s):

Martha Roth, Project Lead – Project Management Office/Special Projects Director

Bronze Institution

Financial Aid, Georgia Highlands College

Initiative: To further enhance customer service within the financial aid office at Georgia Highlands College, a Customer Service Representative was hired in financial aid to respond initially to calls and walk-in customers. In addition, financial aid staff began offering financial aid workshops to assist students with completing the sometimes daunting federal financial aid application. Faster service was provided because the financial aid awarding process was automated and students that complete the financial aid process prior to the financial aid priority deadline (and hundreds more after the deadline) are now awarded.

Improvement Group: