Creating A Service Culture In Higher Education Administration

Author : Mario C. Martinez,Brandy Smith,Katie Humphreys
Publisher : Taylor & Francis
Page : 142 pages
File Size : 51,6 Mb
Release : 2023-07-03
Category : Education
ISBN : 9781000980110

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Creating a Service Culture in Higher Education Administration by Mario C. Martinez,Brandy Smith,Katie Humphreys Pdf

Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

Author : Mario Martinez
Publisher : Unknown
Page : 116 pages
File Size : 48,9 Mb
Release : 2013
Category : EDUCATION
ISBN : 1461951933

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Creating a Service Culture in Higher Education Administration by Mario Martinez Pdf

Author : Wyoma vanDuinkerken,Wendi Kaspar Arant
Publisher : American Library Association
Page : 224 pages
File Size : 51,6 Mb
Release : 2015-04
Category : Language Arts & Disciplines
ISBN : 9780838913123

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Leading Libraries: How to Create a Service Culture by Wyoma vanDuinkerken,Wendi Kaspar Arant Pdf

Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sustainable, service-oriented model by Explaining how a service culture reaches beyond the individual leader with positional authority and extends to all individualsShowing ways to build rapport and trust within an organization, and how to balance encouragement with accountabilityDetailing strategic thinking and planning methods that will lead to improvements in customer service, human resources, organizational development, and trainingHelping library leaders create a sustainable service culture through codifying their organization’s values, with advice on policies and procedures such as recruitment, performance evaluation, compensation, and succession planningDiscussing the environment of change in libraries, showing how a library’s organizational culture is at the center of being responsive and staying relevantThis valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.

Author : Maxine Melling,Joyce Little
Publisher : Facet Publishing
Page : 225 pages
File Size : 53,9 Mb
Release : 2002
Category : Language Arts & Disciplines
ISBN : 9781856044493

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Building a Successful Customer-service Culture by Maxine Melling,Joyce Little Pdf

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.

Author : Connolly, Thomas M.,Farrier, Stephen
Publisher : IGI Global
Page : 296 pages
File Size : 43,6 Mb
Release : 2021-12-03
Category : Education
ISBN : 9781799882152

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Leadership and Management Strategies for Creating Agile Universities by Connolly, Thomas M.,Farrier, Stephen Pdf

The global higher education sector has changed dramatically as universities continue to face unprecedented challenges associated with the COVID-19 pandemic. Many are struggling to navigate this crisis while maintaining high-quality course delivery, ensuring strong student recruitment numbers, and providing clear communication to staff and students. Issues have emerged at an exponential rate, and coping with the pandemic has been particularly difficult for universities as they serve several functions, such as being educational institutions as well as major employers. Leadership and Management Strategies for Creating Agile Universities reflects on the challenges that higher education institutions have faced during the pandemic and the associated projected socio-economic impact yet to be felt. It also considers how different universities have addressed the challenges so as to learn what has and has not worked and speculates what future implications exist for the vision of a new higher education sector in a changing world. Covering topics such as developmental leadership, IT governance, and lifelong learning, it is ideal for policymakers, industry professionals, academicians, researchers, governors, decision makers, teachers, and students.

Author : Kezar,Jaime Lester
Publisher : John Wiley & Sons
Page : 314 pages
File Size : 52,9 Mb
Release : 2009-02-03
Category : Education
ISBN : 9780470179369

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Organizing Higher Education for Collaboration by Kezar,Jaime Lester Pdf

This book provides needed guidance and advice for how colleges and universities can reorganize to foster more collaborative work. In a time of declining resources, financial challenges, changing demographics, and staff overturn, institutions are looking for ways to maximize their resources and still be effective. This book is based on a study of campuses that have been successful in recreating their environments to support collaborative work.

Author : Mike Wallace,Michael Reed,Dermot O'Reilly,Michael Tomlinson,Jonathan Morris,Rosemary Deem
Publisher : Oxford University Press
Page : 385 pages
File Size : 40,6 Mb
Release : 2022-10-17
Category : Psychology
ISBN : 9780192698025

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Developing Public Service Leaders by Mike Wallace,Michael Reed,Dermot O'Reilly,Michael Tomlinson,Jonathan Morris,Rosemary Deem Pdf

Developing Public Service Leaders examines why and how governments and representative bodies in public service organizations have mounted major interventions over the last two decades to develop senior staff as leaders. A critical explanation is developed of the foundational contribution made by national leadership development interventions in the 2000s to the emergence, proliferation, and normalization of leadership development provision. Through carrying out qualitative research in England, the authors investigate the national leadership development interventions for school education, healthcare, and higher education. Whilst also looking at the contemporary legacy of these interventions within a global scale, examining the growing international movement and comparing interventions across the world. The book looks at new ways to approach leadership development, adopting a novel perspective on leadership as a metaphorical concept and coining the concept of 'leaderism', and exploring how although senior staff may be widely acculturated as leaders, they may not necessarily be committed to acting as government change agents. Leadership development makes a diffuse contribution towards the ongoing neoliberalization of public services. Developing Public Service Leaders is a comprehensive and essential read for a researcher or policymaker striving for an in-depth understanding of the field and its ramifications.

Author : George S. McClellan,Jeremy Stringer
Publisher : John Wiley & Sons
Page : 758 pages
File Size : 48,7 Mb
Release : 2009-02-24
Category : Education
ISBN : 9780787997335

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The Handbook of Student Affairs Administration by George S. McClellan,Jeremy Stringer Pdf

What issues and trends affect higher education and student affairs today? In this fully updated handbook, leading experts discuss the answer to this and other essential questions. They provide a definitive reference for student affairs professionals at all levels of administration and management. The handbook offers specific, practical advice as well as broad approaches to planning and problem solving. It contains modernized discussions on such critical topics as institutional mission, institutional governance, understanding campus environments, finance and budgeting, assessment, program planning, staff selection, training and evaluation, and much more.

Author : Margaret J. Barr,George S. McClellan,Arthur Sandeen
Publisher : John Wiley & Sons
Page : 245 pages
File Size : 54,6 Mb
Release : 2014-08-04
Category : Education
ISBN : 9781118903698

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Making Change Happen in Student Affairs by Margaret J. Barr,George S. McClellan,Arthur Sandeen Pdf

Change is inevitable. Managing change is a choice. Authored by three esteemed leaders in the field of student affairs, Making Change Happen in Student Affairs: Challenges and Strategies for Professionals is a thought-provoking and pragmatic guide to the increasingly complex challenges and expectations that administrators face from both students and the public. Whether it's pressure to provide better programs and services with fewer resources, or difficulties grappling with economic challenges and technological change, the book teaches how to become an effective leader and skillful strategist in order to respond to a rapidly changing landscape. Readers will learn to change their thinking about how they approach challenges by reframing their purpose, role, and function as leaders. Each chapter includes specific concepts and tools that can be used to tackle the most complex campus issues and develop effective plans of action. You'll learn how to: Manage financial resources and supervise staff effectively Advocate for specific students while still recognizing diversity and maintaining service to all Adapt to institutional culture, ethics, values, and changes in leadership Use technology as a tool to affect change on campus By applying shared foundations, ethical principles, a rich knowledge base, and experience, student affairs professionals can develop powerful strategies to confront and resolve vexing problems. With extensive examples and case studies that cover a wide array of issues, this book is an essential read for those looking to make a real difference in the lives of their students and the health of their institutions.

Author : Anna Visvizi,Miltiadis D. Lytras,Akila Sarirete
Publisher : Emerald Group Publishing
Page : 216 pages
File Size : 55,5 Mb
Release : 2019-10-04
Category : Education
ISBN : 9781789736298

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Management and Administration of Higher Education Institutions in Times of Change by Anna Visvizi,Miltiadis D. Lytras,Akila Sarirete Pdf

The experts and practitioners contributing to this volume reveal a complex reality of HEI today. The book links the debate on education to topical issues in politics, society and economy, including questions of technological progress, social responsibility, sustainability, well-being and, broadly understood, resilience.

Author : Kristina Powers,Patrick J. Schloss
Publisher : Taylor & Francis
Page : 300 pages
File Size : 53,5 Mb
Release : 2017-03-16
Category : Education
ISBN : 9781317247685

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Organization and Administration in Higher Education by Kristina Powers,Patrick J. Schloss Pdf

Situating strategic planning and budgeting within the organization and administration of higher education institutions, this text provides effective and proven strategies for today’s change-oriented leaders. Bringing together distinguished administrators from two-year, four-year, public, and private colleges and universities, this volume provides both practical and effective guidance on the intricacies of the institutional structure, its functional activities, and contingency planning. Organization and Administration in Higher Education orients future administrators to the major areas of an academic institution and will assist higher education administrators in leading their institutions to excellence. New in this Second Edition: New chapters on the impact of Title IX and social media on higher education. Updated coverage throughout on politics, technology, budgeting, program planning, and institutional changes. New end-of-chapter discussion prompts.

Author : Theodor Borangiu,Monica Drăgoicea,Henriqueta Nóvoa
Publisher : Springer
Page : 762 pages
File Size : 47,7 Mb
Release : 2016-05-18
Category : Computers
ISBN : 9783319326894

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Exploring Services Science by Theodor Borangiu,Monica Drăgoicea,Henriqueta Nóvoa Pdf

This book contains the refereed proceedings of the 7th International Conference on Exploring Service Science (IESS), held in Bucharest, Romania, in May 2016.Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the service industry and its economy. The 45 full papers and 13 short papers accepted for IESS were selected from 119 submissions. The papers consider the topics service exploration theories and processes; modeling service requirements and management of business processes; value co-creation through knowledge management and user-centric services; service design methodologies and patterns; service innovation and strategy; IT-based service engineering; servitization in sustainable manufacturing; product-service systems; business software services and data-driven service design; web service design and service-oriented agents; IoT and mobile apps for public transport service management; e-health services and medical data interoperability; and service and IT-oriented learning and education systems.

Author : Wang, Victor C. X.
Publisher : IGI Global
Page : 1793 pages
File Size : 40,7 Mb
Release : 2016-12-12
Category : Business & Economics
ISBN : 9781522510505

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Encyclopedia of Strategic Leadership and Management by Wang, Victor C. X. Pdf

Strategic leadership techniques are the cornerstone to positive growth and prosperity within businesses and organizations. Implementing new management strategies and practices helps to ensure managers are optimizing their resources and driving innovation. The Encyclopedia of Strategic Leadership and Management investigates emergent administrative techniques and business practices being utilized within corporate and educational settings. Highlighting empirical research and best practices within the field, this encyclopedia will be an authoritative reference source for students, researchers, faculty, librarians, managers, and leaders across various disciplines and cultures.

Author : Ololube, Nwachukwu Prince
Publisher : IGI Global
Page : 570 pages
File Size : 52,5 Mb
Release : 2016-04-20
Category : Education
ISBN : 9781466698512

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Handbook of Research on Organizational Justice and Culture in Higher Education Institutions by Ololube, Nwachukwu Prince Pdf

Fairness in the workplace is a key element to the successful management and development of an organization. By evaluating the treatment of employees within educational settings, as well as examining their reaction to fair and effective leadership practices, an institution gains a competitive edge within the global academic landscape. The Handbook of Research on Organizational Justice and Culture in Higher Education Institutions examines employee perspectives and behavior within educational settings. Highlighting the application of organizational integrity practices being used to meet the demands of institutional employees within developing and developed economies, this publication is a vital reference source for academicians, professionals, researchers, and students interested in higher education business management and development.

Author : Maureen Daly Goggin,Shirley K Rose
Publisher : University Press of Colorado
Page : 291 pages
File Size : 54,5 Mb
Release : 2021-04-21
Category : Language Arts & Disciplines
ISBN : 9781646420384

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Women’s Ways of Making by Maureen Daly Goggin,Shirley K Rose Pdf

Women’s Ways of Making draws attention to material practices—those that the hands perform—as three epistemologies—an episteme, a techne, and a phronesis—that together give pointed consideration to making as a rhetorical embodied endeavor. Combined, these epistemologies show that making is a form of knowing that (episteme), knowing how (techne), and wisdom-making (phronesis). Since the Enlightenment, embodied knowledge creation has been overlooked, ignored, or disparaged as inferior to other forms of expression or thinking that seem to leave the material world behind. Privileging the hand over the eye, as the work in this collection does, thus problematizes the way in which the eye has been co-opted by thinkers as the mind’s tool of investigation. Contributors to this volume argue that other senses—touch, taste, smell, hearing—are keys to knowing one’s materials. Only when all these ways of knowing are engaged can making be understood as a rhetorical practice. In Women’s Ways of Making contributors explore ideas of making that run the gamut from videos produced by beauty vloggers to zine production and art programs at women’s correctional facilities. Bringing together senior scholars, new voices, and a fresh take on material rhetoric, this book will be of interest to a broad range of readers in composition and rhetoric. Contributors: Angela Clark-Oates, Jane L. Donawerth, Amanda Ellis, Theresa M. Evans, Holly Fulton-Babicke, Bre Garrett, Melissa Greene, Magdelyn Hammong Helwig, Linda Hanson, Jackie Hoermann, Christine Martorana, Aurora Matzke, Jill McCracken, Karen S. Neubauer, Daneryl Nier-Weber, Sherry Rankins-Roberson, Kathleen J. Ryan, Rachael Ryerson, Andrea Severson, Lorin Shellenberger, Carey Smitherman-Clark, Emily Standridge, Charlese Trower, Christy I. Wenger, Hui Wu, Kathleen Blake Yancey