2012 10 October Kickoff Meeting

Meeting Date

October 23, 2012

Attendees

Adriene Radcliffe, Ricardo Chavira, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley

Agenda

• Review Kickoff Slides
  • What the Service Board will do
    • This is a place where we will make decision and tee up issues which will likely be resolved by appropriate sub-teams.
    • Develop a process for 360 degree review of services
    • Example of a current issue - Data correction of P1 Incidents: how to handle corrections of data after the fact. What impact does this have on reports? Where to make the changes? 
  • Use of classic Service Management Data
    • Need to do better job of data gathering, use of tool is inconsistent across orgs - we need Process Owners to help step up consistency efforts E.g., Incident Impact & Urgency is inconsistent across different groups
  • Recommend CSI Projects
    • Susan Kelley - Would be great to get ahead of the portfolio discussions and start a focus on CSI projects
  • Customer Satisfaction Surveys
    • Jane: campus survey in January (not compete with Workplace Survey in November. Uncertain which constituency: faculty & staff only? Also students?  Jane will keep us informed
    • All agreed Customer Satisfaction is not just the surveys, data should be culled from sources such as hits on the web site. We also need a way to capture anecdotal information about customer satisfaction

• Discuss Service Ownership 
• Homework - Review spreadsheet of Service Owners (to be delivered by COB) and returned within a week!
  

Action Items

1. Homework - Ricardo will distribute the Service Ownership straw model from the web site list.  Please review and get this back by end of the week.
2. OFFLINE Decision Needed - Data correction of closed P1 issues - Rick Smith, Susan Kelley, Brian Wolson, (and likely Jeff Capuano) - Ricardo Chavira to facilitate
3. Adriene to post notes and initial slide deck to share with group 

Handouts or Presentation Materials