ACTION PLAN - University of Ulster

ACTION PLAN
GOAL 1: Increase retention of all first-time Fall 2002 students from 58.7 percent to 59.7 percent.
KEY STRATEGY K: Require customer service training for all staff- workshops to be delivered in February
2003 and June 2003.
IMPLEMENTATION SCHEDULE/TIMETABLE
Steps Responsibility Target Date /
Completion Date
Initial training of university staff, regarding customer service. Human Resources
and Business
Affairs
Continue to train all staff who did not attend the February
meeting.
Continue to offer this training twice a year for new employees
or as a refresher.
Coordinator: Dr. Wayne Brumfield
Retention Committee Contact:: Dr. Wayne Brumfield
Human Resources
and Business
Affairs
Human Resources
and Business
Affairs
February 11, 12, 13, and
14.
June Dates TBA
February and June of
each year.
Budget/Reallocation Plan:
Paid for by the State – Comprehensive Public Training Program
Per Sam Breen with the Comprehensive Public Training Program these programs cost the state approximately
$1500/day and $400 in travel expenses per trip. A typical presentation at ULM last two and a half days.
Therefore the cost for the February training was approximately $4150 and the late May or early June training
will also cost the state approximately $4150.
Evaluation/Control:
Was the training delivered? How was the training rated by participants?
Was the “Secret Shopper” concept implemented to determine the quality of actual student experiences as they
flow through the ULM service providers?