ITS Help: Service Excellence

Time to ramp up my game this week. Over the weekend and part of last week, I have been preparing job task analysis, mission & goals, client mapping, procedures & policy, and standards documentation.

Most of the interviews have been completed and documented. I was amazed at the positive feedback received from many of our LOST team members in regards to existing and past service levels. This really says something about the contributions of the ITS team members. These types of comments give me fresh hope about the possibility of reaching service excellence through consistent procedures, policies, and documentation. Very exciting stuff!

Much more to come. June and July of 2009 are to be very active months in the way of process analysis, system requirements,  and application selection. All this on the fringes of a record freshman class of 8,200 students at TAMU.

Lets get to work.

During the month of June, our support team will be analyzing processes.

This will be an active month for the ITS Help: Service Excellence Project.

I am gracious to have been allowed to receive Microsoft Visio 2007 training. This software will be the catalyst for our process mapping efforts.

Fix the process first. Always.

Hello and welcome to this new blog. My name is Josh Kissee, and I am new to the Instructional Technology Services team. What a great team ITS truly has. I find that the staff has many great ideas, a work ethic that is dedicated to resolving support challenges, and the desire to improve.

How then can a team grow? How does it support a growing client base and improve service levels? How does it uphold the reputation of Texas A&M and the Aggie Spirit?

Answer: Clear Goals, Organization, Team Buy-In, Consistency, & Positive Attitudes.

Sounds lofty? Perhaps it is. Yet, the things in life that are difficult, often yield the greatest fruit when approached with a servant-leader mindset.

I cannot do this on my own. It is not meant to be done alone, and I am certainly least among my peers in terms of knowledge and experience. I truly stand on the shoulders of giants.

Therefore, I ask and challenge all you stakeholders in the ITS mission to join me. Alllow me to serve both for and with you in this task. Watch the team grow and change, the clients be supported through service excellence, and the aggie spirit be honored by our dedication.

More to come in the days and weeks ahead.

JLK