Kennesaw
State University is a growing university that serves primarily
northwest Georgia and Atlanta. Prior to the implementation of
Governor Perdue’s state-wide customer service initiative, Kennesaw
had long embraced the concept of providing high-quality customer
service to its internal and external constituents. Several
customer-focused programs have been successfully implemented at
Kennesaw, all in which have demonstrated exemplary customer service.
Kennesaw’s
Coles College of Business implemented a process improvement
initiative that resulted in significantly improved customer service
to its students by providing them a schedule of course offerings
that better served their needs. The project team applied Six Sigma
techniques to develop a schedule of courses to better fulfill
student demand in terms of the courses offered, the number of
sections and seats for each course, the times courses are offered,
and modes of delivery. Enrollment has grown significantly in the
last ten years which has created similar increases in faculty/staff
recruitment and hires. To alleviate extensive new hire procedures,
the “New Hires Project” was initiated which provided a new hire with
full access to online campus services, information, and resources on
their first day of work at KSU.
The
financial aid team put in place a customer service plan that
addressed and reduced students’ wait time for seeing counselors,
created a Financial Aid Information Fair event, and implemented a
redesign of the office lobby area to be more welcoming and
user-friendly
atmosphere
when both internal and external customers visited the unit. To
create a positive team spirit among its employees, KSU established
the Shining Star Recognition Program to acknowledge individuals who
often go beyond the call of duty in their job performance. The
implementation of this program allows for a mechanism to be put in
place that acknowledges and rewards outstanding work performance in
the areas of customer service, communication, and in building
relationships.
Kennesaw’s units that have
participated in the customer service initiative include:
The Office of Student Financial Aid
– fiscal year 07 & 09
Business Services and KSU Bookstore – fiscal year 08 Continuing Education - fiscal year 09
Kennesaw
State University is a growing university that serves primarily
northwest Georgia and Atlanta. Prior to the implementation of
Governor Perdue’s state-wide customer service initiative, Kennesaw
had long embraced the concept of providing high-quality customer
service to its internal and external constituents. Several
customer-focused programs have been successfully implemented at
Kennesaw, all in which have demonstrated exemplary customer service.
Kennesaw’s
Coles College of Business implemented a process improvement
initiative that resulted in significantly improved customer service
to its students by providing them a schedule of course offerings
that better served their needs. The project team applied Six Sigma
techniques to develop a schedule of courses to better fulfill
student demand in terms of the courses offered, the number of
sections and seats for each course, the times courses are offered,
and modes of delivery. Enrollment has grown significantly in the
last ten years which has created similar increases in faculty/staff
recruitment and hires. To alleviate extensive new hire procedures,
the “New Hires Project” was initiated which provided a new hire with
full access to online campus services, information, and resources on
their first day of work at KSU. 
The
financial aid team put in place a customer service plan that
addressed and reduced students’ wait time for seeing counselors,
created a Financial Aid Information Fair event, and implemented a
redesign of the office lobby area to be more welcoming and
user-friendly
atmosphere
when both internal and external customers visited the unit. To
create a positive team spirit among its employees, KSU established
the Shining Star Recognition Program to acknowledge individuals who
often go beyond the call of duty in their job performance. The
implementation of this program allows for a mechanism to be put in
place that acknowledges and rewards outstanding work performance in
the areas of customer service, communication, and in building
relationships.