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Our Three Part Strategy
Where we have begun…
“A small win is a
concrete, complete, implemented outcome.
By itself, a small win may seem relatively
unimportant, but a series of small wins can
help reduce the feeling that issues are so
complex we are incapable of solving them”
(Rhatigan & Schuh, 2003, p. 18).
Our Small Win
Assess Current Student Expectations
and Satisfaction Regarding Services
•Analysis of Results
Improve service quality by identifying
students’ “expectations of the service to
be rendered and their perceptions of the
actual performance of the service”
(Nadiri, Kandampully & Hussain, 2009, p. 525).
BRIDGING THE GAP
IMPROVE SERVICE QUALITY
(Nadiri, Kandampully &
Hussain, 2009, p. 524).
• Better educating and
through career and
for lifelong success
• Improving lives of
Data and Results
Services Desired Versus Perception of Current Services
Ranked Importance of
Perceived Quality of
Resume & Interview Career Fairs
Cover Letter Preparation
Data and Results
• Resume and cover
letter writing is a high
– Continue to improve
support in this area.
• Focus on increasing
availability of online
– Solicit greater input on
desired online services
via focus groups.
Publicizing Our Win
• Email communications to
students, faculty, and staff
• Web links:
– University blog
– Student newspaper
– Career services website
• Promotion of web links via
• Internal presentations to
faculty and staff
Nadiri, H., Kandampully, J., & Hussain, K. (2009). Students’ perceptions of
service quality in higher education. Total Quality Management and
Business Excellence, 20(5), 523-535.
Rhatigan, J. J., & Schuh, J. H. (2003). Small Wins. About Campus, 8(1), 17.
Retrieved from EBSCOHost.
Spiro, J. (2011). Leading change step-by-step: Tactics, tools, and tales. San
Francisco, CA: Jossey-Bass.
Stimac, H., & Leko Simic, M. (2012). Competitiveness in higher education: A
need for marketing orientation and service quality. Economics and
Sociology, 5(2), 23-34. Retrieved from EBSCOHost.