Augusta State is among seven finalists for the University System of Georgia Chancellor’s Award, which recognizes an institution excelling in customer service as the Institution of the Year. This is the second time that the institution has been a finalist for the award. In the category of the Champion of the Year Award, Walt Alexanderson, director of Human Resources, is one of eight finalists.
Dan Whitfield, vice president for business operations, submitted the nomination for Institution of the Year based on four areas that Augusta State focused on in fiscal year 2009. In the first initiative, the university implemented and conducted a Lean Six Sigma Jaguar Blue Belt Training program in which more than 300 employees and students earned their Jaguar Blue Belt.
In a second effort, initiatives were established to make student employment faster, friendlier, and easier, which resulted in a significant increase in federal work study student employment as well as increased satisfaction with job performance by work study students.
The third initiative is the Customer Service Ambassadors program, which represents academics, student services, and business operations. “The group meets monthly to review progress on ASU’s projects, provide direction and guidance for our initiatives, suggest areas for customer service improvements, and to review training programs for use on campus,” states Mr. Whitfield.
The fourth area, Creating a Culture of Service Excellence, is a one-hour video training program that is offered to both students and employees.
Mr. Whitfield also nominated Mr. Alexanderson for the Champion of the Year Award. Mr. Alexanderson was named ASU’s Customer Service Champion in 2007, and in that role as has assisted in the improvement of customer service at ASU.
“Walt has looked at customer service through the lens of the faculty, staff, and students to find ways to deliver exceptional customer service,” says Mr. Whitfield. He also adds that Mr. Alexanderson’s approach is to take human resources to the employees rather than waiting for the employees to approach him.
“Walt has provided outstanding customer service leadership since he stepped on campus in May 2006,” says Mr. Whitfield. “He has earned the Lean Six Sigma top level green belt and was instrumental in the development of the Career Center Student Employment improvement project. Mr. Alexanderson worked extensively with the university’s At Your Service initiative, keeping campus abreast of any changes or updates through emails and training sessions,” says Mr. Whitfield.
The winners of the institutional and individual awards will receive special recognition from Chancellor Davis and will be submitted as the University’s System’s nominations for the governor’s Team Georgia awards program recognizing excellence in customer service.
Sep 1, 2009
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