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Gamecock Service Excellence Program

 Process Improvement Suggestions

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Gamecock Service Excellence: You Matter: Foundation:

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Gamecock Service Excellence Philosophy:

We take pride in JSU and belief we are personally responsible for achieving the University’s mission and goals.  We seek opportunities for help our students, visitors, and co-workers.  We are courteous, we respect diversity among our customers, and we show care and compassion by acknowledging people’s feelings.

Service Excellence is about:

  • Aligning quality services with the developing and sustaining a culture of excellence both for our administrative processes/functions and academic programs
  • An environment focused on ensuring a great experience inside and outside the classroom, so students, faculty, and staff can focus on being successful
  • Enabling excellent service to each other ensuring that JSU is positioned to provide excellent service to our students; it creates and recognizes a system positioned for excellent service
  • Enabling greater work satisfaction, allowing more time to focus on issues that advance the university, and less time on worrying about internal issues

The Mission of the Gamecock Service Excellence program is to:

  • Provide every student with excellence in education, positive college experiences, create and maintain a learning and workplace environment free from harassment and discrimination where students can confidently say that JSU is a great learning environment, and employees can confidently say that JSU is a great place to work.

The Goal of the Gamecock Service Excellence program is to:

Build a Supportive Environment That Inspires Excellence In Everything We Do!!

Core Beliefs:

  • Anyone in our proximity should be treated as a potential customer
  • JSU employees are talented and capable resources for our students, faculty, each other, and for our community
  • Employees take pride in their work and, given the right environment, will naturally provide excellent service
  • Positively impacting our students’ total educational experience is of importance to us
  • An engagement experience should be equally as positive with staff, faculty and community partners
  • We are here to “help” students with complex processes
  • Continuous improvement is necessary to make processes less complex
  • Anyone in our proximity is a customer.  That customer becomes a student at the classroom threshold.
  • JSU Administrators applaud initiative, transformation and innovation and will empower employees that embrace those goals

Gamecock Service Excellence:The Path to Success:

  • Process Improvement: Employees are encouraged to identify processes that could be improved
  • Empowerment and Support: Employees will be empowered to make decisions and take the necessary steps to ensure excellent service to our customers
  • Training / Expectations: All current and new employees will participate in Gamecock Service Excellence: You Matter training
  • Recognition: Employees will be recognized for outstanding service and for their contributions towards improvements

Moving forward:

  • Volunteers are need to participate in piloting the new Gamecock Service Excellence: You Matter program
  • All employees are encouraged to participate in process improvement activities 
    • Employees with recommendations for improvement of any processes should submit their recommendations via the HR website.  All information about volunteering will be in the next issue of the HR News and Updates will be will sent out on December 22, 2017

The Gamecock Service Excellence: You Matter program will be introduced in three (3) phases:

Phase I:     January 3-March 31, 2018

An information series "Customer Service Comes To Higher Education" will be published in the Red and White

Phase II:    April 1, 2018

The Gamecock Service Excellence: You Matter program will Launched with the 1st Pilot

Phase III:   Fall 2018

Training of all current employees; new employees will be introduced to the program during their onboarding

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