Service Obstacle System (CONTINUOUS IMPROVEMENT)
What is a Service Obstacle System?
A Service Obstacle System provides LSSC faculty and staff with a way to identify and report obstacles they encounter that prevent them from providing excellent service to students, colleagues, and stakeholders.
What the Service Obstacle System is Not
It is not a complaint box for LSSC employees to report minor problems or to complain about a particular individual. It serves as a method for identifying barriers that are larger in scope and may prevent more than one person from providing excellent service.
How Does the System Work?
There are several ways that Service Obstacles are reported and recommendations are submitted.
Currently, the office of Planning and Institutional Effectiveness department distributes surveys on a regular basis soliciting input from staff and administrators. As faculty members receive training on the Service Excellence initiative in spring 2012, survey distribution will be expanded to include faculty. Other methods of gathering data will be considered in the future, such as a web-based form. The Measurement/Service Obstacles Sub team reviews survey data, codes the qualitative results by issue, and formulates recommendations.
The other Service Excellence sub teams also meet on a regular basis and formulate recommendations that support the College's service standards.
Recommendations are submitted, using a Service Obstacle Recommendation form, to Expanded Cabinet. Expanded Cabinet determines if the recommendation is assigned to the appropriate committee, office or area within the college for investigation and possible solution, is tabled, or is referred to the cabinet level. Sub-team champions monitor the progress of each recommendation ensuring it is fully vetted. The cycle is complete when the recommendation is again brought forward for review and final approval for action with Expanded Cabinet.