Hastings Going Out of Business

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					MISSION STATEMENT
   UC Hastings College of the Law
    The mission of the University of California, Hastings College of the Law is to provide an
    academic program of the highest quality, based upon scholarship, teaching, and research, to
    a diverse student body and to assure that its graduates have a comprehensive
    understanding and appreciation of the law and are well trained for the multiplicity of roles
    they will play in a society and profession that are subject to continually changing demands
    and needs.*

   Office of Fiscal Services
    The Office of Fiscal Services supports UC Hastings College of the Law by striving to
    provide superior customer service and the highest quality of accounting services to all
    members of the Hastings Community with a commitment to integrity and transparency.

   Purchasing
    The mission of Purchasing and Procurement is to partner with UC Hastings staff and
    provide professional, efficient and ethical procurement services, while ensuring the best
    interests of the College are at the forefront of business transactions.

*Adopted by the Board of Directors in June 1995.
    Clients We Serve
   The Controller’s Office services a diverse group of clients in the
    Hastings Community. Some of our customers include:


    •Students               •Faculty                •Bondholders
    •Employees              •Staff                  •Department of Education
    •Donors                 •Department Heads       •State Controller’s Office
    •Tenants                •Budget Managers        •California State Tax Payers
    •Parkers                •Faculty Committees     Third Party Vendors /
    •Vendors/ Suppliers     •Senior Staff           •Service Providers:
    •Borrowers              •Board of Directors          •ACS,
    •PCard Holders                                       •UCOP,
    •Student Sponsors                                    •Collection Agencies
      Model for Superior Customer Service
   As part of its mission, the Fiscal and Purchasing staff strives to provide the Hastings community with
   superior customer service. Our superior customer service model is built on five guiding principles of
   being:

                                                            Responsive




                                  Competence                                            Consistent

                                                           Superior
                                                           Customer
                                                            Service



                                            Professional                   Innovative




The visual of this model is circular. The circle demonstrates our commitment to these principles and our
understanding that all five principles must be achieved together in order to provide “superior customer service”.
SUPERIOR CUSTOMER SERVICE MEANS…
                                    Responsive
                                        Timely
                                       Engaged
                                      Anticipate
                                  Access the Situation
                                       Flexible
     Competence                        Sincerity                Consistent
         Accurate                                                Transparent
        Purposeful                                             Act with Integrity
         Efficient                                                 Reliable
     Knowledge Based              Superior                         Credible
                                                                     Fair
         Effective
                                  Customer
                                   Service
                Professional                              Innovative
                                                         Results Oriented
                 Courteous
                                                            Continuous
                Accountable
                                                           Improvement
                  Discreet
                                                            Resourceful
                   Patient
                                                           Collaborative
              Accept assignment
                                                          Measured Risks
                with alacrity
                  Balance
                  •EffectiveThorough
                       Answer all of the questions –
                       go beyond “yes” or “no”
                           •Add Value
Competence             Admit to making mistakes and
 Means …                         add new information; don’t
                       correct•Concise and clear
                               them the obvious
                                 state
                  •Verifiable •2 Email Rule
                                          all transactions from a
                           •Conduct after 2
                                       If
                       Supporting documents emails the matter is not
                            •Sincere pick up
                        position of knowledge, not emotions
                                resolved,
                       Cite the source with a the telephone to call
                                theFace-to-face interactions
                                    client;
                       translation andof okay to follow up agreed upon
                                          applicability
                           •Mastery with an emailtoknowledge
                                             technical
                                   Empathize-put yourself in
                                results hand (be careful
                       the situation at
                                   the when to
                          •The issueclient’s shoeswithin and the
                            to sound authoritative) discontinue
                                •Knowis resolved
                       not•Knowledgeable about Fiscal 2 emails
                                email and Operations
                  •Correct spellingthread and call client
                                  Purchasing
                            •Reaffirmfrompaper technical lingo
                          •Stay away the using once
                  grammar •Touch why things matter
                          •Knowledgeable across time /
                       Spell check (turn on auto spell functional
                                •Do itclient what you
                                   the right end result
                                                  the
                            •Tellword and email) first will do to
                            •Focus on the process
                       check in complete lines  the
  Competence             resolve the issue and ask them if that is
                                           a peer
                       Proof reading by on the issue at hand
                                •Focus
                          •Strive to educate our customers
                           sufficient/meets their expectations
    Accurate
   Accurate
                        •Acknowledge when you don’t know
                            •Think about the impact of the
    Purposeful
   Purposeful               the answer but will it is made
                               transaction once assist to
     Efficient
    Efficient                       determine it
                         •Follow up resolution with confirming
 Knowledge Base
 KnowledgeBased                           email
    Effective
    Effective
                                •Personal code of
Consistent
                                      ethics
Means …               •Forthcoming with
                               •HCL Institutional
                         information
                                 Code of Ethics
                             •Industry/professional thru – do
                                         •Following
                               association code of say you are
                                         what you
                                      ethics going to do
                                            •Know your facts
                                          •Confirm the supporting
                                            unit’s business process
                                             •Admit to a mistake
   Consistent                                and provide updated
                                                  information
   Transparent
   Transparent                                •Take responsibility
 Act with Integrity
Act with Integrity                           •Equitable
     Reliable
    Reliable
    Credible
    Credible
      Fair
      Fair
                                             •Advocate Personal
                        •Acknowledge and resolve
  Responsive             an inquiry within 4interactions
                                              to 6
   means …                         hours           - limit email
                                                   communication & form
                           •Resolve the matter •Think ahead to the next
                                                   letters
                          within 24 hours and if
                                             •Don’t read step while
                                                            email
                                                 •Before answering ―No‖,
                          that is not possible …
                                             talking the phone options
                          •Send status updates think of othermight be
                                              •What questions
                                             •Give your client your full
                        throughout until resolved ofwhen to escalate
                                                •Know
                                               asked your supervisor
                                             attention problem to a
                                                     the
                                                or an auditor? Solving
                                                      •Problem Can you
                                                         supervisor
                                                       answer them?
                                          •Ask for feedback on how
                                                         •Be Creative
                                          you handledwhen to refer the
                                                •Know the situation
     Responsive                                  client beyond yes else
                                                •Think to someoneand no
        Timely
       Timely                            •Ask how you can improve
                                                   next time
       Engaged
      Engaged
     Anticipate
    Anticipate                               •Follow up with a
 Access the Situation
Access the Situation                     confirming email and ask
                                          for their feedback via a
     Flexible
       Flexible                                    survey
       Sincere
     Sincere
                            •Work with the purpose
                             of getting the job done;
                                                  •Suggest to your
    Innovative
     means…                                  supervisor areas where
                            •Know when to escalate to findcan be
                                              improvement answers
                                          •Know where
                              – bow out gracefully
                                           •Know who made ―go to‖
                                                     are the
                                                     people
                                             the
                              •Work to solve •Take the initiative to
                                          •Ask a co-worker for of the
                                        •Understand the business help
                                  problem           improve
                                                  department
                                           •Form a committee/team
                                           •Understand the employee’s
                                             role in the transaction
                                          •Know that you are
        Innovative                                        that we
                                         empowered ―no‖ it can’t are
                                            •Remember make be
                                            •Don’t say to
    Results Oriented
     Results Oriented                       all on the Hastings Team
                                       decisions and know when it can
                                         done—tell the client how
 Continuously Improvement
Continuous Improvement                      to bring in consequences
                                           be done withyour
                                                supervisor
        Resourceful
       Resourceful
       Collaborative
      Collaborative
      Measured Risks
     Measured Risks
                           •Positive
                          •Take ownership of the matter
  Professional
   Means …
                         •Respectful to a mistake
                              •Admit
                                blame co-worker, talk
                         •Don’t•Listenamore thanEVER
                                •Maintain confidence
                                in front the client
                                •Repeat what youdismiss
                                   •Do •Takenever a
                         •Supervisors shouldbelittlehear
                                        not on new
                           an employee in front of others
                                  to confirm that you
                                      transaction
                                      responsibility
    Professional                understand criticism
                          •Accept constructivewhat is
                                     being said
                                   with grace
                                     •Volunteer for
     Courteous
     Courteous                        Committees
    Accountable
    Accountable
       Discreet
       Discreet                •Attend to your
        Patient
        Patient                 own well-being
Accept assignment with
Accept assignments
        alacrity
    with alacrity
       Balance
        Balance
Telephone Etiquette
•Pick Up the Telephone within 2 rings
•Answer: Fiscal Services, this is (Name), May I Help You?
•Set telephone settings to roll to voicemail when no answer – fwd no
answer
•Ensure your voicemail message is current
•Set voicemail to inform callers when you are out of the office for
more than one day and refer them to another employee (name and
extension)
•When transferring a call, stay on the line and introduce the caller to
the receiving employee
•Set voicemail to roll caller to voicemail instead of receiving a busy
tone
Email Etiquette
•Respond and resolve email inquiry within 6 hours;
•Use spellchecker in email
•Ask a peer to proof read the non-casual email;
•If the matter cannot be resolved with two emails, call the client;
•Add a feedback survey link to your signature line;
•Set your out of the office message when you are out of the
office for more than 24 hours; refer client to another employee
for assistance.
Superior Customer Service Committee
                             Debbie
                              Tran




                                              Robin
       Lisa Ton
                                             Crawford

                             SCS
                           Committee




                  Darryl                 Glen
                  Sweet                Johnson
Give us your feedback & take our surveys!
 Controller’s Office:
 http://www.surveymonkey.com/s/ControllersOfficeCustomerSurvey

 Accounts Payable:
 http://www.surveymonkey.com/s.aspx?sm=NUwCQ8pnI5s3pBm6JrxWDg_3d_3d

 Purchasing:
 http://www.surveymonkey.com/s/PL6KS2S

 Business Center:
 http://www.campuslifeservices.ucsf.edu/hastings/feedback/

				
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