Business Affairs Bulletin

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EXCELLENCE IS AN ATTITUDE!

This statement captures the essence of the University’s commitment to transform this culture. Previously, we focused on leadership and creating a lean philosophy. In this issue our focus is on Customer Service - UT Dallas’ competitive advantage. Why are we discussing a topic such as customer service in higher education? Why is it so important to UT Dallas? Let’s step back and think about the competitive world in which we live. Be it faculty, staff or students, individuals have choices regarding where they work or the school they want to attend. Many colleges and universities fail to place emphasis on providing good customer service. In fact, many see this as only a business proposition; one relegated to those who are competing for goods and services, certainly not higher education!

Excellent customer service at UT Dallas. Our vision for this effort is clear; we want individuals who visit our campus to feel better about the University when they leave than when they arrived on campus. Think about a particular place that you frequent for goods or services. What’s special about that place? The goods or commodity may be something you can obtain at another location; however, often what brings you back is how you were treated. Well, that takes me back to the “Excellence is an Attitude.” In our quest to become a Tier-One University, it will be that excellence and uniqueness that separates UT Dallas from the competition.

Several months ago, a group of administrative assistants and other professionals who frequently interface with the public were given the charge of developing the foundation for a culture of excellent customer service at UT Dallas. Co-chaired by Lynn Butler and Peggy Zotter, the committee developed a set of guiding principles, phone and email etiquette, person-to-person interaction, and a process to evaluate and acknowledge excellent customer service. Over the next several months, the University will be launching a series of efforts to introduce the customer service initiative at UT Dallas. We want you to “Catch Comet Pride!” and make excellent customer service an attitude that is contagious. For UT Dallas, it’s a competitive advantage!

This issue also highlights the continued progress we are making in transforming the campus with all of the construction that is underway. In fact, our theme is “Pardon Our Progress!” which recognizes the tremendous amount of activity on campus and the need to be patient. In addition, we are recognizing the achievements of many employees, including the Outstanding Employee of the Quarter, Claire Occhipinti, a dedicated leader in benefits administration respected throughout the state of Texas.

Dr. Calvin D. Jamison
Vice President for Business Affairs