Elements
Elements of Belmont’s Service Initiative
“It’s All Belmont to Me”
Development and Adoption of a specific program—“It’s all Belmont to me” with an overall philosophy of service done “the Belmont way,” Five Guiding Principles and various components
Linked this program to Belmont ’s performance management system through the core competency of service and to on-going development through functional area staff meetings. Initiated the expectation that each area would spend a minimum of five minutes each week in staff meeting dealing with service issues and training.
Identification of 10 Service Leaders to shepherd service through the functional areas
Extensive Communication plan including:
· Senior Leader training and adoption
· Announcement by Dr. Fisher
· Kick-Off Event
· Campus wide e-mails
· Development of brochure, pocket cards and Front Desk stands
· On-going communication through training, the website, and staff meetings
Training—development of specific Belmont materials and training delivered to
· Service Leaders
· Managers
· All employees
· Module for new hires worked into their Belmont orientation
Feedback Mechanisms
General Level
Electronic access
Belmont Home Page
BIC
Individual Office web pages
Hard Copy
Feedback cards and box at
Belmont Central and Beaman Student Life Center
Office/Process Specific level
Electronic and hard copy surveys about particular services and processes issued through the office conducting the research
Development of a Service Website utilized extensively internally to Belmont which provides all the information about the initiative and philosophy. This website is also used to provide on-going information about service for use by managers in their efforts and provides opportunity to highlight outstanding examples of service.